Cisco Cisco IPCC Web Option User Guide

Caller-entered Digits (CED)

Caller-entered Digits (CED) are numbers entered by the caller in response to prompts. For
example, a caller may enter a number to indicate the type of service needed.

The caller may enter digits through the carrier network or the call center system. Regardless,
the Caller-entered Digits can be used in defining the call's Call Type.

A routing script can then process the call based on data entered by the caller.

Note: You can differentiate between the case where the caller is not prompted for digits ("None
Required") and the case where the caller is prompted but does not respond ("None Entered").
You can also choose "None" as the caller-entered digits.

For Web requests, the CED corresponds to the ApplicationString2 parameter set in the
in.map.properties file on Collaboration Server.

The CED is not used by e-mail requests.

Data for Web Requests

Cisco Collaboration Server sends the following data to ICM software when requesting that a
single session chat, multi-session chat, or blended collaboration contact be routed. These variables
are mapped in the in.map.properties file to variables in the call form. For information on setting
up Cisco Collaboration Server to send route requests to ICM software, see the Cisco Collaboration
Server Administration Guide.

•

dialednumber - A string that determines which script to run on ICM software. The value of
the scriptselector variable maps to the value of the Script Selector (which maps to the Dialed
Number for voice contacts) in the Call Type created through ICM Configuration Manager.
Therefore, you must ensure that a Script Selector with the value used by the Collaboration
Server is configured in ICM software.

•

applicationstring1 - An optional string that can be used to select an ICM routing script. The
value of the ApplicationString1 variable corresponds to the Calling Line ID created through
ICM Configuration Manager.

•

applicationstring2 - An optional string that can be used to select an ICM routing script. The
value of the ApplicationString2 variable corresponds to the Caller-Entered Digits created
through ICM Configuration Manager.

•

callvar1-10 - ICM call variables, up to 10. These are optional fields that can be used to pass
any application-specific information to ICM.

•

eccvar1-2 - Expanded call context variables, used to pass additional information to the ICM.
ECC variables must be configured on the ICM before they can be used by the Collaboration
Server. For information on creating ECC variables, see the Cisco ICM Software Configuration
Guide.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)