Cisco Cisco IP Contact Center Release 4.6.1 发行公告

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Being a Sales call. This is determined by a Caller Entered Digits value of "1", which
is the number in the voice menu to indicate that the caller needs sales help.

2. You create a script called "MASSACHUSETTS_SALES_SCRIPT" which finds the longest

available agent in the "NORTHEAST_SALES" skill group.

3. You schedule the script to run for the "MASSACHUSETSS_SALES" Call Type.

4. A caller dials 1-800-555-1234, from the phone number 508-663-4958.

5. When prompted by a menu, the caller enters 1 to request sales help.

6. A route request is sent to ICM software.

7. ICM software examines the dialed number, which equals "18005551234".

8. ICM software evaluates the CLID value and determines that the CLID prefix is "508",

which is an area code in Massachusetts.

9. ICM software examines the CED value, which is "1", which indicates that it is a Sales

call.

10. ICM software determines that the Call Type is "MASSACHUSETTS_SALES" and executes

the "MASSACHUSETTS_SALES_SCRIPT" script.

11. ICM software assigns the task to a particular agent.

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