Cisco Cisco IPCC Web Option User Guide
Note: Every enterprise ECC variable must be separately defined on all parts of the system that
sends and receives the variable data: the CRS Editor in IPCC Express, the Cisco Agent Desktop,
and the ICM software.
sends and receives the variable data: the CRS Editor in IPCC Express, the Cisco Agent Desktop,
and the ICM software.
See Also
Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Guide
Example IPCC Gateway Post-routing Scripts
In IPCC Gateway deployments where the IPCC Express system is the child system, that is,
connected to an ICM; the IPCC Express system can use the ICM system for post-routing.
Post-routing is typically used to enable the ICM to determine the best routing solution based
on the current situation of the call center.
connected to an ICM; the IPCC Express system can use the ICM system for post-routing.
Post-routing is typically used to enable the ICM to determine the best routing solution based
on the current situation of the call center.
The following are three sample post-routing scripts that illustrate three different ways of
post-routing through the Cisco IPCC Gateway. In each of these examples, the script accepts the
call from the Cisco CallManager in the IPCC Express system and then queries the ICM through
the Request Route step. IPCC Express then routes the call based upon the return value of the
Request Route step supplied by the ICM.
post-routing through the Cisco IPCC Gateway. In each of these examples, the script accepts the
call from the Cisco CallManager in the IPCC Express system and then queries the ICM through
the Request Route step. IPCC Express then routes the call based upon the return value of the
Request Route step supplied by the ICM.
In the first sample script, the call is routed to a CSQ. In the second sample script, the call is
routed to an agent. And in the third sample script, the call is routed to a route point.
routed to an agent. And in the third sample script, the call is routed to a route point.
These are the sample scripts:
•
PostRouteSelectCSQ.aef
–
The RouteRequest step returns a label corresponding to a CSQ which is used in the select
resource step.
resource step.
•
PostRouteSelectAgent.aef
–
The RouteRequest step returns a label corresponding to an agent extension which is used
in the select resource step.
in the select resource step.
•
PostRouteSelectSimple.aef
–
The RouteRequest step returns a label containing an IPCC Express route point which is
used in the call redirect step.
used in the call redirect step.
Each of three sample IPCC Express scripts presume an ICM script designed to interact with the
IPCC Express script, depending on what IPCC Express resource is wanted: a CSQ, an agent,
or a route point.
IPCC Express script, depending on what IPCC Express resource is wanted: a CSQ, an agent,
or a route point.
Note: The ICM script developer must work with the IPCC Express script developer so that the
correct ICM script calls the correct IPCC Express script and vice versa.
correct ICM script calls the correct IPCC Express script and vice versa.
Each of the following ICM scripts are extremely basic (simply returning a label to either a CSQ,
an agent or a route point) and are used for example purposes only. The most important point
an agent or a route point) and are used for example purposes only. The most important point
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 11: Scripting in an IPCC Environment
Example IPCC Gateway Post-routing Scripts