Cisco Cisco IP Contact Center Release 4.6.2 Nota De Lançamento

Deploying IPCC Gateway for IPCC Enterprise..................................................................................180
IPCC Gateway for IPCC Express Features.......................................................................................181

IPCC Enterprise.....................................................................................................................................181
Prioritizing Agents..................................................................................................................................181
Prioritizing Calls......................................................................................................................................182
Checking for Available Agents ...............................................................................................................182
Using the Select Node ...........................................................................................................................182
Queuing to a Skill Group........................................................................................................................182
Canceling Queuing ................................................................................................................................183
Using the Busy Node..............................................................................................................................183
Using the Ring Node .............................................................................................................................183
Using the Release Call Node.................................................................................................................184
Using the End Node...............................................................................................................................184
Call Treatment Comparison....................................................................................................................184
Using the Agent to Agent Node .............................................................................................................184
Using the Service and Enterprise Service Nodes .................................................................................185
Using the Scheduled Select and Divert Label Nodes ............................................................................185
Using IVR as a Queue Point...................................................................................................................185

Interruptible vs. Non-Interruptible.......................................................................................................185
IVR (VRU) Types ...............................................................................................................................186
Using the Translation Route to VRU Node ........................................................................................186

IPCC System PG...............................................................................................................................188
System IPCC to ICM Object Mapping...............................................................................................190

Scripting in an IPCC Express Environment.......................................................................................190
Using Variables in an IPCC Express Environment.............................................................................191
Cisco Predefined Enterprise Call Variables.......................................................................................192
Enterprise Expanded Call Context (ECC) Variables..........................................................................192

Example IPCC Express and ICM Scripts that Select a CSQ.............................................................194
Example IPCC Express and ICM Scripts that Select an Agent.........................................................196
Example IPCC Express and ICM Scripts that Select a Route Point (Redirect).................................198

Controlling the OutboundControl Variable and Skill Group Reservation Percentage Using an
Administrative Script..........................................................................................................................200
Transfer to IVR Using Outbound Option with IP IVR..........................................................................203
Transfer to IVR Campaign Using Outbound Option with CVP/ISN....................................................204
Configuring a Queue to Agent Node..................................................................................................205
IPCC System PG for Outbound Option..............................................................................................206

Start Node..............................................................................................................................................209
Comment Node......................................................................................................................................210
Line Connector Node..............................................................................................................................211

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