Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente

a.

Figure 21: CLID Properties - Variable

By default, Use Calling Line ID is selected, to have ICM software compare the list
of values you define in the Calling Line ID tab against the calling line ID of the
contact.

b.

To have ICM software use the value of an expression instead of the Calling Line ID,
select Use Expression and enter the expression directly or click Formula Editor to
use a formula to define the expression.

3. Optionally, add comments and connection labels.

Note: If you delete a connection associated with a Case, the Case information you specified in
the Properties dialog box is also deleted.

How to Categorize the Contact by the Caller Entered Digits (CED)

You can categorize a contact based on the caller-entered digits by using the CED Node (in the
Routing tab of the Palette).

Figure 22: CED Properties Icon

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