Cisco Cisco IPCC Web Option User Guide

Where:

•

 is the enterprise name of the table as defined through the Configuration Manager.

•

 is the name of the column from the table, which is also defined through the

Configuration Manager.

For example, if the table Customers contains a column named Priority, you would reference
that column in an If expression as follows:

For more information, see 

Categorizing by External Applications

You can categorize a contact based on data returned from an application external to ICM software
by using the Application Gateway node (in the General tab of the Palette).

Figure 39: Gateway Icon

For example, a script that processes incoming phone calls can send the caller's account number
to an external application, which returns to the script the caller's account balance. The script
can then branch on the value of the account balance, providing premium service to callers with
higher account balances.

Note: You must use the ICM Configuration Manager to define the external application. For
more information, see the Cisco ICM Software Configuration Guide.

Define the Application Gateway properties as follows:

1. In the Send tab:

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