Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Organization
Description
Chapter
Contains information about common tasks you
perform in Script Editor. This chapter does not contain
information on every possible task you can perform.
For more information about Script Editor, see the
Script Editor online help.
perform in Script Editor. This chapter does not contain
information on every possible task you can perform.
For more information about Script Editor, see the
Script Editor online help.
Common Tasks, on page 1
Discusses how to use Call types and Contact Data
when writing Unified ICME scripts.
when writing Unified ICME scripts.
Call Types, Contact Data, and Scripting, on page 21
Contains information related to categorizing contacts
based on Call Types, Call Type qualifiers, Time and
Date, Branching, External Data, and External
Applications.
based on Call Types, Call Type qualifiers, Time and
Date, Branching, External Data, and External
Applications.
Contact Categorization, on page 29
Contains information on how to determine the
destination for contacts using Script Editor nodes to
specify how a contact is routed to a target.
destination for contacts using Script Editor nodes to
specify how a contact is routed to a target.
Selection of Routing Targets, on page 53
Discusses diverting contacts to a Network VRU for
additional call processing.
additional call processing.
Network VRUs, on page 93
Discusses writing scripts to handle multichannel
routing situations.
routing situations.
Multichannel Routing, on page 121
Explains how to create formulas and use them in
routing nodes, categorizing contacts, and selecting
routing targets.
routing nodes, categorizing contacts, and selecting
routing targets.
Use of Formulas, on page 131
Discusses Unified ICME script management tools
and procedures.
and procedures.
Script administration, on page 153
Discusses Script Editor Feature Control in terms of
restricting users (or classes of users), from all (or
some) Script Editor functionality.
restricting users (or classes of users), from all (or
some) Script Editor functionality.
Script Editor Feature Control, on page 165
Discusses the Internet Script Editor functionality.
Internet Script Editor (ISE), on page 171
Discusses scripting in a Unified CCE Environment.
Scripts in a Unified CCE environment, on page 177
Provides information relating to the Start, Comment,
and Line Connector nodes.
and Line Connector nodes.
Utility nodes, on page 205
Provides example Cisco Unified Web Interaction
Manager (Unified WIM), E-Mail, Universal Queue,
Unified CCE, Outbound Option, and Estimated Wait
Time (SWT) queuing.
Manager (Unified WIM), E-Mail, Universal Queue,
Unified CCE, Outbound Option, and Estimated Wait
Time (SWT) queuing.
Example Scripts, on page 209
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
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Preface
Organization