Cisco ICM Software Release 4.6.2 Script Editor Guide
Script Administration (Release 4.6.2)
Table of Contents
Checking Script Routes
Setting Active Scripts
Viewing Enabled Scripts
Scheduling the Script
Monitoring a Script
Monitor LabelsExamining Router Logs
Monitor Mode Options
Real-Time Service and Skill Group Data
General Script Administration
Importing and Exporting Scripts
Script Version and Schedule System Information
This chapter covers the following topics:
For general information about the Script Editor, see "Script Editor Overview".
After you save a script, you should check that all routes referenced have valid labelsfor the routing clients and dialed numbers for which you have scheduled the script.
For ICM software to route calls through a script, you must have defined a routing label for each route referenced in the script. Each label is valid only for specific routing clients and, optionally, for specific dialed numbers.
Step 1 Start Check Routes from the ICM Admin Workstation group. The Check Routes window appears.
Step 2 Using the drop-down lists, select the following:
Step 3 To validate the route of a network transfer call target, select the Use Network Transfer check box and specify a routing client and a dialed number.
Step 4 Use the drop-down list to select Routes Used Directly by Script (the default) or Translation Route Used in Script. The routes referenced in the script appear in the left column. (If any of these routes do not have an associated label that is valid for the routing client and dialed number you have chosen, an error message appears in the Errors field.)
Step 5 To see the specific peripheral targets associated with a route, select the route name in the left column. The associated peripheral targets appear in the center column.
The routes referenced in the script appear in the left column. If any of these routes does not have an associated label that is valid for the routing client and dialed number you have chosen, an error message appears in the Errors field at the bottom of the window.
Step 6 To see the specific labels associated with any of these peripheral targets, select the peripheral target. The associated peripheral targets appear in the right column.
The following symbols might appear next to a label:
Step 7 To check configuration information for a route or peripheral target, double-click a route or peripheral target name. Check Routes displays the configuration information for that route or peripheral target.
Step 8 To correct any problems you find through Check Routes, make changes within the Script Editor or the Configuration Manager.
Step 9 To see the effect of changes, click the Reload button in the Check Routes window. (If you have created a new version of the script, be sure to update the Version field.) Check Routes reads the latest version of scripts and configuration data from the local database.
Although the Script Editor may contain several versions of a script, only one version of a particular script can be active at one time: this is the version that ICM software runs if the script is currently scheduled.
There are three methods for setting the active version of a script:
How to use the Options > Preferences command
Step 1 Within Script Editor, select Options > Preferences. The Script Editor Preferences dialog box appears.
Step 2 Choose a checkbox setting for the Automatically Make a Script Active When Saved checkbox:
How to use the Script > Make Active Version command
In an open script in edit mode, select Script > Make Active Version or click the Make Active Version button. ICM software makes the open script version the current active version.
How to use the Script Explorer to set the active version
Step 1 Select File > Script Explorer or click the Script Explorer button on the main toolbar. The Script Explorer dialog box appears.
Step 2 Select a script version and click the Activate button. ICM software makes that version the active version.
Once a script has been saved and scheduled, it is considered enabled. Use the Enabled Scripts dialog box to examine all scripts currently enabled in the system.
How to view all enabled routing and administrative scripts
Step 1 Within Script Editor, select Scripts > Enabled Scripts. The Enabled Scripts dialog box appears listing all routing scripts that are scheduled for the current date and time.
The dialog box lists all call types and the script that is currently scheduled for each. The Call Count column lists the number of calls the script has processed.
Step 2 Optionally, use the Display Count From section of the dialog box to choose how to display the number of calls processed. Whichever option you choose, the counts are updated every 15 seconds. This allows you to see which scripts are currently handling calls.
Step 3 To see all administrative scripts scheduled for the current date and time, click the Administrative Scripts tab. This lists all administrative scripts.
After you create the script, you have to specify under what conditions you want ICM software to use it. For example, once you associate a script with a specific call type, you can instruct ICM software when the script should be active for the call type.
Step 1 Within Script Editor, select Script > Call Type Manager to open the Call Type dialog box.
Step 2 Click the Schedules tab.
Step 3 Choose the call type you want to associate with the script and click the Add button. The Add Call Type Schedule dialog box appears.
Step 4 Select the script you want to schedule and click the Period tab. Initially, this shows the default schedule. The default is to activate the script all day, every day.
Step 5 In the Date Range, Recurrence Pattern, and Duration sections, specify the range of times when this script may run.
For example, you might define a schedule that runs the script from 9:00 AM through 5:00 PM every Monday, starting after February 14, 2000.
Step 6 Click OK to submit the entry to the schedule and return to the Call Type Manager.
Step 7 Click OK to close the Call Type Manager and save your changes to the ICM database.
Step 1 Within Script Editor, select Script > Administrative Manager. The Administrative Manager dialog box appears, listing any administrative scripts that are currently scheduled.
Step 2 Click the Add button. The Add Administrative Schedule dialog box appears, opening at the Script tab.
Step 3 Select the script you want to schedule and click the Period tab.
Step 4 Specify when you want the script to be active:
Step 5 Optionally, click the Description tab and add some descriptive text about this schedule.
Step 6 When you have finished your changes, click OK to submit the schedule and return to the Administration Manager.
Step 7 Click OK to save your changes to the ICM database and close the Administrative Manager.
Note several points about administrative script schedules:
After a routing or administrative script has been saved, you can observe how it runs. Watching routing requests moving through a script in real-time helps ensure that the routing script is operating as expected.
When you monitor a script, that is, view the script in Monitor mode, labels appear on each connection in the script, as shown in Figure 7-1.
Figure 7-1: Script in Monitor Mode
Most monitor labels display the raw number and percentage of call requests that have passed through the connection since the start of the monitoring period. Several monitor labels have been modified to display new meters (see Modified Monitor Labels).
Each target set also lists the number and percentage of calls routed to each of the targets in that set. Each statistic is updated automatically as new real-time data become available about every 15 seconds.
The monitor labels have been modified for the following seven nodes.
The modified monitor labels can display two of the following three meters:
The InProgress meter is displayed in the top row of all the monitor labels for all the listed nodes except the Queue node. The top row of the Queue node monitor label displays the InQueue meter.
The second row of the monitor label for all of the listed nodes displays the Abort meter.
Step 1 In the Properties dialog box of a node within Script Editor, click the Labels tab.
Step 2 Specify the following:
Step 3 Click OK to apply changes and to close the Select Properties dialog box.
There are several options for accessing Monitor mode,
How to access Monitor mode
Within Script Editor, do one of the following:
The script displays in Monitor mode in the Script Editor workspace.
You can set different monitoring periods. For example, you can choose to see information about all requests handled by the script since midnight; from this point forward; or for the most recent 15-second interval.
You can also have options on how the connection display percentages are calculated.
How to set Monitor mode options
Step 1 In Script Editor, select one of the following:
A drop-down menu appears.
Step 2 Choose among the following options:
In viewing the number of calls that pass through each branch of the script, you can also view real-time information about activity at the call centers, such as statistics for each skill group or service referenced in the script.
How to view real-time service or skill group information
Step 1 While in Monitor mode in Script Editor, select Script > Display Real-Time Data. The Real-Time Data window appears.
By default, the Real-Time Data window displays information about the Services referenced in the current script. (Scroll to the right to see additional columns.) The values in the screen are updated continuously as new real-time data arrives at the Admin Workstation.
Step 2 To display information about skill groups or scheduled targets, rather than services, change the value in the field in the upper-left corner of the Real-Time Data window. The window contents automatically change to show skill group data.
Step 3 When done using the window, click Close.
How to change the real-time data configuration
Step 1 Click the Configure button on the Real-Time Data window or select Script > Configure Real-Time Data. The Configure Real-Time Data dialog box appears.
Use this dialog box to add new columns, remove existing columns, reorder the columns, or change the column labels.
Step 2 Select a Routing target type (Service, Scheduled Target, or Skill groups). This updates the other fields:
Step 3 Use the Add and Remove buttons to move columns between the lists. Use the Move buttons to change the order of the selected columns. (To change back to the default column order, click the Default Columns button.)
Step 4 Optionally, to edit a Routing Target Columns heading, make changes within the Column Header field. (To change back to the default header, highlight the Routing Target Column name and click the Default Header button.)
Step 5 Optionally, click the Short Headers / Long Headers radio buttons to change between the full and abbreviated forms of the default column headers. The abbreviated forms are typically three to four letters. (For example, AHT is used for Average Handle Time.)
Step 6 When done making configuration changes, click OK. The settings apply to the current and future Script Editor sessions.
How to start the Router Log Viewer
Start Router Log Viewer from the ICM Admin Workstation group. The Router Log Viewer window appears.
The top field of the Router Log Viewer window displays information about each call ICM software has routed, including:
The bottom field of the window displays any errors that ICM software has encountered in routing calls, including:
When you save a script, the Script Editor attaches a version number to the name. If you make changes to a script that was previously saved, the Script Editor generates a new version number before saving the script. ICM software saves older versions of the script in the database so that you have an audit trail of changes and can revert to a previous version of a script, if needed. The Script Explorer command provides access to script versions so you can perform "housekeeping" tasks, such as:
How to open Script Explorer
Step 1 Start Script Editor from the ICM Admin Workstation group. The Script Editor window opens a script file in Browse mode.
Step 2 Select File > Script Explorer or click the Script Explorer button on the main toolbar. The Script Explorer dialog box appears, listing scripts by customer and business entity.
Step 3 Select a script and do one of the following:
Step 4 When finished, click Close.
It is often useful to copy a script created on one system to another system. Some possible reasons for doing so include:
The sections that follow describe how to import and export scripts.
How to export a script
Step 1 Select File > Export Script. The Export Script dialog box appears with the name of the current script and version number in the File Name field.
Step 2 Optionally, change the File Name.
Step 3 Click Save. If the file name already exists, the system prompts you to confirm the save.
Step 4 If prompted, click OK.
How to import a script
Step 1 Select File > Import Script. The Select Script to Import dialog box appears.
Step 2 Choose a file name with an ICM Script extension (.ICMS) and click Open. The Script Editor performs automapping and the following happens:
The Object Mapping dialog box contains three columns:
Step 3 Optionally, click an Imported Object value. The Mapped To column's drop-down list shows all the valid objects on the target system. (The Script Editor window also highlights the script nodes that refer to this object.)
Step 4 Optionally, select an object from the Mapped To drop-down list on the target system that you want to map the imported object to.
Step 5 When the mapping is complete, click Apply and Finish.
You can use the System Information dialog box to modify settings for:
How to modify script version and schedule system information
Step 1 Within the Configuration Manager, select Tools > Miscellaneous Tools > System Information. The System Information window appears.
Step 2 Enter the Minimum Script Schedule Time.
Step 3 Set the number of script versions to be retained in the Retain Script Versions field.
Step 4 Click Save to apply your changes.
Feature Control addresses the need of restricting users, or classes of users, from all functionality of the ICM software. In a possible deployment scenario, an ICM software administrator can restrict certain people from doing specific types of script editing or from using certain applications.
Similar functionality is available in the ICM software in both the "Limited AWs" and Web View "Quick Edit" feature control.
A distinction should be made between object level control and feature customizing. Feature control, like the Limited AW, is a method of security for prohibiting access to ICM software features. Object control, like the ICM software partitioning feature, is a method of security for prohibiting access to configuration data in the ICM database.
Script node control allows an administrator to create feature sets that can be assigned to users. The feature set controls which script nodes are accessible to the user. There are two possible presentation effects:
If a script is imported that contains a disabled node, you can browse or monitor the script but you cannot put the script into edit mode. If you attempt to put this script into edit mode a message indicating you are not authorized to enter edit mode is displayed.
Configuring a feature control set consists of:
The system administrator can create a feature control set using the ICM Configuration Manager on the ICM distributor.
Step 1 Ensure the user(s) the feature set is to be assigned to are configured.
Step 2 Start the Configuration Manager by selecting:
Step 3 Select Tools > List Tools > Feature Control Set List.
Step 4 In the Feature Control Set section (on the left), click Add.
Step 5 Select the Attributes tab.
Step 6 Enter the name of the feature control set. The name appears in the left section when Enter or Tab is pressed.
Step 7 Enter a description (optional).
Step 1 Select the User tab and click Add.
Step 2 Select Show only unassigned users.
Step 3 Select the user(s) to whom feature control set is to be assigned.
Step 4 Click OK.
Step 5 Click Save when the user(s) have been selected.
Step 1 Select the name of the feature control set to be assigned.
Step 2 Select the Attributes tab.
Step 3 Select Advanced (under Script Editor).
Step 4 In the Script Editor Feature Control dialog, select the nodes for this feature control set.
Step 5 Click OK.
Step 6 Click Save.