Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

1. The script is executed Cisco Collaboration Server processes a new single-session chat,

multi-session chat, or blended collaboration request. This script is scheduled to run for all
these types of requests.

2. The script first detects the MRD of the request using the Media Routing Domain node.

This node has three branches for the three possible MRDs of the request: the multi-session
chat MRD (branch A), the single-session chat MRD (branch B), or the blended collaboration
MRD (branch C).

3. The script queues the request to the appropriate skill group for that type of request. At this

time, ICM software attempts to find an available agent who is a member of that skill group.
When the agent is found, ICM software returns the agent ID to the Collaboration Server.

Example E-Mail Scripts

You can configure Cisco ICM software and Cisco E-Mail Manager so that ICM software routes
e-mail messages that are processed by E-Mail Manager.

For more information about configuring ICM software and E-Mail Manager in an integrated
environment, see the following documents:

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Overview of E-mail Routing through ICM Software

When Cisco E-Mail Manager (CeM) is in an integrated environment, the CeM administrator
can choose to defer message assignment to ICM software. The administrator determines if skill
groups can initiate message routing through ICM software when the skill groups are created.
The administrator then defines rules to assign messages to those ICM Routing skill groups.

In this situation:

1. A message enters CeM.

2. A rule assigns the message to an ICM Routing skill group.

3. CeM sends a request for assignment to ICM software.

Note: In ICM Integrated with CeM, for an invoked route request the allowed responses
are: Return an Agent, Return a Label, or Failure (the script could not be found or something

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