Cisco Cisco Unified Contact Center Enterprise 8.5(1) Notas De La Versión

(with the cisco.cem.Category Expanded Call Variable value of "Sales"), the script assigns
the message to the E-Mail Manager local skill group "UrgentSales".

4. You schedule the script to run for the "EMAIL_CT" Call Type.

5. In E-Mail Manager, an urgent "Sales" message is assigned to the "SalesQueue" queue.

6. E-Mail Manager sends a route request to ICM software.

7. ICM software determines that the Call Type is "EMAIL_CT" and executes the

""EMAIL_SCRIPT" script.

8. ICM software instructs E-Mail Manager to assign the task to a particular agent.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)