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

What is a Default Call Type?

A default Call Type is the Call Type used when a contact does not map to a defined Call Type.

You define a default Call Type for each routing client through ICM software's Configuration
Manager. You also define a general default Call Type that is not specific to a routing client. For
more information, see the Cisco ICM Software Configuration Guide.

How Call Types and Scripts are Related

Scripts are scheduled by Call Type. In other words, when ICM software receives a request to
route a contact, it determines the Call Type of that contact, then runs the associated script.

Call Types provide the first level of categorization of contacts, enabling you to write scripts
to route contacts differently depending on their call type. While other types of categorization
take place within a script, Call Types enable you to provide contacts with different treatment
by running different scripts to begin with. Call Types enable categorization before a script begins
to execute.

Call Type Qualifiers

The Call Type is determined by the following data, which are referred to as Call Type qualifiers:

•

Dialed Number

•

Calling Line ID (CLID)

•

Caller-Entered Digits

The Call Type qualifiers described in this section apply to contacts from all media. The
terminology used is applicable to voice contacts; where the terminology differs for other media,
the differences are explained in this section, as well as the following sections in this topic:

•

Contact Data for Single Session Chat, Multi-Session Chat, and Blended Collaboration

•

Contact Data for E-Mail

Note: You can also use the call type qualifiers for categorization within a script.

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