Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Procedure
Step 1
By default, Connections are labeled "A", "B", etc. To re-label a Connection, click Modify Name and make
changes to the name.
changes to the name.
Step 2
To make a connection active, select a connection and click Make Active.
Only one connection can be active at any time. To change the active branch, you must re-edit the
script and create a new script version.
script and create a new script version.
Note
Step 3
Optionally, add comments and connection labels.
Direct Script Execution to Different Branches by Percentage
You can direct specific percentages of contacts to different branches in a script by using the Percent Allocation
node (in the General tab of the Palette).
node (in the General tab of the Palette).
Figure 37: Percent Allocation Icon
Each branch may lead directly to a target, or may include additional processing. Because contacts are distributed
by percentage and without tests of the targets' data, distributing by percentage never fails.
by percentage and without tests of the targets' data, distributing by percentage never fails.
For example, in a geographically diverse environment, you can create a script that sends 10% of contacts to
Boston, 5% to Chicago, and distributes the remaining 85% to another set of targets.
Boston, 5% to Chicago, and distributes the remaining 85% to another set of targets.
Unlike selecting targets by rules or distributing contacts to targets, distributing contacts does not consider
real-time contact center conditions and therefore may lead to load imbalances.
real-time contact center conditions and therefore may lead to load imbalances.
Warning
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
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Contact Categorization
Direct Script Execution to Different Branches by Percentage