Cisco Cisco Administrative Workstation User Guide

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System IPCC's network IVR is equivalent to ICM's network VRU.

IPCC Express

In terms of scripting and routing, the IPCC Express environment is treated no differently than
any other legacy ACD.

You can design ICM scripts to interact with IPCC Express scripts in an IPCC Express system
integrated with an ICM system through the IPCC Gateway. In such an integrated system, the
IPCC Express software is linked as an ACD to the ICM software.

Scripting in an IPCC Express Environment

The scripts on Parent ICM must match the scripts on the Child IPCC Express system. This
means that, if the parent ICM script returns a route-point as label, the script on child IPCC
Express system must be designed to handle that route-point label.

In an IPCC Express environment , the Parent can return the following labels to a Child IPCC
express:

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Route-points or DN (local or remote)

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The Child IPCC Express script must be designed to redirect the call to that route-point.

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CSQ ID

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The Child IPCC Express script must be designed to use skill based routing and queue the
call to that CSQ.

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Agent-ID

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The Child IPCC Express script must be designed to use Agent based routing and send the
call to that agent.

Using Variables in an IPCC Express Environment

In IPCC Express scripts that interact with ICM scripts through the IPCC Gateway, you can use
three types of variables:

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Local variables

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Cisco predefined enterprise call variables

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Enterprise Expanded Call Context (ECC) variables

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