Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
Sample script icd.aef
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Sample script icd.aef

Sample script icd.aef

The Unified CCX script is referred to as the Interactive Call Distribution (ICD) script, icd.aef. The icd.aef script is included with your Unified CCX editor package. Be sure to verify that the scripts works with your system. For information on the variables and steps for the icd.aef script, refer to The Basic Unified CCX Script section in the Cisco Unified CCX Scripting and Development Series: Volume 1, Getting Started with Scripts.

Overview of icd.aef script

The icd.aef script is available with any Unified CCX package. It establishes a simple call queue and routes callers to a agents in a group as the agents become available.

You can use the Unified CCX Editor to create any number of Unified CCX scripts to provide options to queue telephone calls and connect them to available resources.

The icd.aef script does the following:

  • Accepts a call
  • Plays a default welcome prompt
  • Does one of the following:
    • Connects the caller to an agent (if configured)
    • Queues the call and periodically plays a prompt to the caller
    When the resource becomes available, the script connects the call.

Application required to use icd.aef script

Follow the instructions for configuring Unified CCX in the Unified CCX application configuration checklist. The sysadmin must create an application that uses the icd.aef script, configure that application, and then configure a Unified CM Telephony trigger (CTI route point) for the application.


Note


icd.aef has a parameter called CSQ. This CSQ is a mandatory field which must be filled in for the script to function properly.


A Unified CM Telephony trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call.

For instructions on creating or modifying an Unified CCX script, see Designing Unified CCX Scripts section in the Cisco Unified CCX Scripting and Development Series: Volume 1, Getting Started with Scripts.

Test your system and the Unified CCX script

You can verify whether your system and the Cisco icd application works or not by doing the following:

Procedure
    Step 1   Select one of the phone numbers configured in Unified CM and dial that phone number to see if you get the correct phone. If you get the correct phone, the Unified CM is working.
    Step 2   Use one of your IP phones to call the Unified CM Telephony trigger.

    If you get the welcome prompt, then the icd.aefscript is working.