CISCO ICM SOFTWARE RELEASE 4.6.2 SCRIPT EDITOR GUIDE PDF

Internet Script Editor is installed by connecting to the web server on the distributor and clicking on a link that downloads the Internet Script Editor as a self-extracting archive. Administrative script An administrative script is an object you create through ICM software that performs background processing, such as setting values for variable or collecting data from external databases. Dataset by an administrative script can be used by routing scripts. Administrative scripts run on a schedule you determine. Call control variables Call control variables provide information about the current contact that is being routed by the script.

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Internet Script Editor is installed by connecting to the web server on the distributor and clicking on a link that downloads the Internet Script Editor as a self-extracting archive. Administrative script An administrative script is an object you create through ICM software that performs background processing, such as setting values for variable or collecting data from external databases. Dataset by an administrative script can be used by routing scripts.

Administrative scripts run on a schedule you determine. Call control variables Call control variables provide information about the current contact that is being routed by the script. Call control variables include information about where the route request came from, contact classification data, and data to be passed to the peripheral that receives the contact. Caller-entered digits Caller-entered digits are numbers entered by the caller in response to prompts.

For example, a caller may enter a number to indicate the type of service needed. Call type A call type is the first-level category of a contact determined by data about the contact.

You associate a script with a call type. When a contact of a certain call type is received, the associated script runs on that contact. Categorization Categorization is the process of classifying a contact based on certain data associated with the contact. Through categorization, a script can determine how to best process a contact. Dialed number DN A dialed number DN is a string that represents the telephone number dialed by the caller; for example, might be a dialed number.

Formula A formula consists of one or more expressions that ICM software evaluates to produce a value that it can use for subsequent script processing. Media classes Media classes are the types of contacts that ICM software can route in an integrated contact center system.

Media routing domain A Media Routing Domain MRD is a collection of skill groups and services associated with a specific communication channel. Network target A network target is an end point on the network to which a script can send a contact. Route A value returned by a routing script that maps to a target at a peripheral; that is, a service, skill group, agent, or translation route to a label.

Routing script A routing script is an object you create through ICM software that: 1 Examines information about a contact, whether the contact is made through a phone call or other medium, and uses that information to classify the contact. Routing target A routing target is an entity to which ICM software can route a contact.

The routing target receives the contact and processes it accordingly. Service A particular type of processing that the customer requires. For example, a customer may require help installing software, and thus the Technical Support service. A service is associated with a peripheral. Skill group A collection of agents at a single contact center who share a common set of competencies. Skill target A skill target is an entity at a peripheral or in the enterprise to which ICM software can route a contact.

Target A target is an entity to which ICM software can route a contact. Target requery Target Requery is a script node feature that addresses routing failures due to transient failures in the network such as network congestion.

If the determined destination for a contact is available but not reachable, Target Requery attempts to find a different valid destination. Target set A target set is a list of possible targets.

During script processing, the actual target is chosen from the set by the preceding node on the script branch, a Select node or Distribute Node. Translation route A translation route is a target at a peripheral that does not map to a specific service, skill group, or agent. When a contact arrives with the trunk group and DNIS that correspond to a translation route, the Peripheral Gateway PG is responsible for determining the ultimate target.

With Universal Queue, ICM software treats requests from different channels as part of a single queue. Routing scripts can send requests to agents based on business rules regardless of the channel from which the request came. User variables User variables are variables you create to serve as temporary storage for values you can test with an If Node.

For example, you could create a user variable called user temp to serve as a temporary storage area for a string value used by an If node. Variable A variable is a named object that holds a value. You use variables in formulas to select targets and help in call tracking. Troubleshooting Tech Notes.

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Cisco ICM Software Release 4.6.2 Script Editor Guide

Zulkishakar When a contact of a certain call type is received, the associated script runs on that contact. Posted in IP Telephony Tags: So, i want to customize the auto attendant rather than using default system prompts like etc. Route A value returned by a scri;t script that maps to a target at a peripheral; that is, a service, skill group, agent, or translation route to a label. You are commenting using your Twitter account. With Universal Queue, ICM software treats requests from different channels as part of releae single queue. We then have a series of prompts or the user can enter the extension.

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