Cisco Cisco Administrative Workstation User Guide

Categorizing Contacts

When you create a routing script, you typically use the nodes available in Script Editor to define
how the script is to categorize contacts. By categorizing contacts, a script can provide unique
treatments for different customer needs.

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Categorization and Call Types

Categorization is the process of classifying a contact based on certain data associated with the
contact. Through categorization, a script can determine how to best process a contact.

Categorization through Scheduling Scripts by Call Type

Call Types provide the first level of categorization for routing scripts. You schedule scripts by
call type; therefore the Call Type of a contact determines which script is executed, enabling you
to create different scripts for different types of contacts.

How to Change the Call Type and Continue Script Processing

You can change the Call Type of a contact from within a script by using the Call Type node (in
the Routing tab of the Palette).

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