Cisco Cisco IPCC Web Option User Guide

–

The failure branch of the Agent to Agent node is executed if:

The router does not find a valid label for the agent, or

The agent is not available or

The agent is in TempUnavailable mode (the router has just send a call to the agent).

–

When not checked:

The success branch of the Agent to Agent node is executed and the router sends the
call if the router finds a valid label for the agent.

The failure branch of the Agent to Agent node is executed if the Router does not find
a valid label for the agent.

4. Optionally, add comments and connection labels.

Sending a Contact to a Different ICM System

A script may determine that the contact should be routed by a different ICM system.

You send a contact to a different system by using the ICM Gateway node in the Routing tab of
the Palette.

Figure 70: ICM Gateway Icon

The ICM Gateway node passes a routing request to the selected ICM system.

Note: Before you can successfully use an ICM Gateway node in a script, you must use the
Configuration Manager to configure a gateway to the ICM system to which you send the request.
For more information, see the Cisco ICM Software Configuration Guide.

Define the ICM Gateway node properties as follows:

1. In the Send tab:

–

Select the gateway to the ICM system (and hence the specific ICM instance) from
the ICM Gateways list to which you want to send the request.

–

Check Validate returned labels to have ICM software validate returned labels.

–

Specify whether Calling Line ID masking instructions should be applied before the
request is passed to the other ICM system. The Calling Line ID masking refers to
when the caller's phone number is modified so that the ICM application does not
display all of the digits; this is used in a NAM environment, where NAM sends the
call to a customer ICM.

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