Cisco Customer Response Applications Editor Step Reference Guide (3.1)
Contact Step Descriptions

Table of Contents

Contact Step Descriptions
Accept
Get Contact Info
Get Trigger Info
Reject
Set Contact Info
Terminate

Contact Step Descriptions


The steps in the Contact palette of the Cisco Customer Response Applications (CRA) Editor provide designers with a way to control contacts.

A contact represents a specific interaction with a customer. The three types of contacts are

  • telephone call
  • e-mail message
  • HTTP request

The Contact palette contains the following steps:

Figure 3-1 shows the steps in the Contact palette as they appear in the Palette pane of the CRA Editor.


Figure 3-1   Contact Palette Steps


Accept

Use the Accept step to accept a particular contact.

After the Start step, the Accept step is normally the first step in a Cisco script, triggered by an incoming contact.

If the contact is a call, the caller hears ringing until the script reaches this step. If the contact is an HTTP request or an e-mail message, this step has no effect.

Figure 3-2 shows the customizer window for the Accept step.


Figure 3-2   Accept Customizer Window


Table 3-1 describes the property of the Accept customizer window.

Table 3-1   Accept Property

Property Description

Contact

Contact variable.

Default is Triggering Contact, unless another contact is defined.

To use the Accept customizer window to configure the Accept step, click the Contact drop-down arrow to choose a contact, and then click OK.

The Accept customizer window closes, and the name of the Contact variable appears next to the Accept step icon in the Design pane of the CRA Editor.

Get Contact Info

Use the Get Contact Info step to extract information from a particular type of object and store it in script variables to make this information about the contact available to subsequent steps in the script.

For example, you can define a conditional prompt to use the condition expression "asr" to determine which prompt to create based on whether or not Automatic Speech Recognition (ASR) is currently supported for the call.

Figure 3-3 shows the customizer window for the Get Contact Info step.


Figure 3-3   Get Contact Info Customizer Window


Table 3-2 describes the properties of the Get Contact Info customizer window.

Table 3-2   Get Contact Info Properties

Property Description

Contact

Contact variable for which you want to get information.

Default is Triggering Contact, unless another contact is defined.

Attribute/Variable

Attributes and values of contact information types.

Table 3-3 describes the information that the Get Contact Info step makes available to other steps in the script.

Table 3-3   Get Contact Info Attributes

Attribute Description

Type

String representing the type of contact: call, e-mail, or HTTP.

Language

Language object corresponding to the first language defined in the language context of the contact.

ASR Supported

Boolean value indicating whether Automatic Speech Recognition is currently supported for the call.

Is Active

Boolean value indicating whether the call is still active.

Is Aborting

Boolean value indicating whether the call is being aborted.

Session Handled

Boolean value indicating whether the contact was previously marked as handled.

Identifer

Integer value containing the contact identifier assigned by the system guaranteed to be unique among all contacts.

Implementation ID

String value containing the implementation-specific identifier for the contact. This value is unique for a given contact type. For a Cisco JTAPI call contact, this value is equivalent to the global call identifier obtained by the Cisco CallManager.

Sequence Number

Integer value containing the sequence number of the contact assigned by the system if the contact is associated with a session. The value is -1 if the contact is not associated with a session. For every new contact associated with a session, the system increments the value by one.

Session

Session object associated with the contact. Null if none is found.

To use the Get Contact Info customizer window to get information, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable for which you want to get information.

Step 2   In the Attribute/Variable list box, select the desired attribute, and then click Set.

The Get Contact Type dialog box appears. (See Figure 3-4 .)


Figure 3-4   Get Contact Type Dialog Box


Step 3   From the Select Variable drop-down menu, choose the desired variable, and then click OK.

The Get Contact Type dialog box closes, and the name of the selected variable appears in the Variable column next to the selected attribute in the Get Contact Info customizer window.

Step 4   Click OK.

The Get Contact Info customizer window closes, and the name of the selected Contact variable appears next to the Get Contact Info step icon in the Design pane of the CRA Editor.





Get Trigger Info

Use the Get Trigger Info step to retrieve a reference to the triggering contact and store it in a script variable.

Figure 3-5 shows the customizer window for the Get Trigger Info step.


Figure 3-5   Get Trigger Info Customizer Window


Table 3-4 describes the property of the Get Trigger Info customizer window.

Table 3-4   Get Trigger Info Property

Property Description

Trigger Contact

Contact object that triggered this script and stores it in the specified variable.

If no contact triggered this script (for example, when a designer is debugging a script), the returned value is null.

To use the Get Trigger Info customizer window to get trigger information, click the Trigger Contact drop-down arrow to choose a Contact variable, and then click OK.

The Get Trigger Info customizer window closes, and the name of the selected Contact variable appears next to the Get Trigger Info step icon in the Design pane of the CRA Editor.

Reject

Use the Reject step to reject a particular contact if it has not already been accepted.

The Reject step handles different types of calls in different ways:

  • If the contact is a call, the call follows the Call Forward No Answer (CFNA) of the Computer Telephony Integration (CTI) port configured for the device.
  • If the contact is an HTTP request, a FORBIDDEN (403) error is returned to the browser.
  • If the contact is an e-mail message, the state of the e-mail is moved to a Rejected state, thus preventing the e-mail from being sent later.

Figure 3-6 shows the customizer window for the Reject step.


Figure 3-6   Reject Customizer Window


Table 3-5 describes the property of the Reject customizer window.

Table 3-5   Reject Property

Property Description

Contact

Contact variable. Default is Triggering Contact, unless another contact is defined.

To use the Reject Step customizer window to reject a contact, click the Contact drop-down arrow to choose a Contact variable, and then click OK.

The Reject customizer window closes, and the name of the selected Contact variable appears next to the Reject step icon in the Design pane of the CRA Editor.

Set Contact Info

Use the Set Contact Info step to modify the context information associated with a contact.

The Set Contact Info step often follows a Redirect step in the script, in order to mark the contact as Handled.

A contact can be marked Handled only while it is active. Once a contact becomes inactive (for example, after a successful transfer), the script has a maximum of 5 seconds to mark the contact as Handled; otherwise the mark will have no effect in reporting.

The system automatically marks a contact as Handled when the contact is connected to an Integrated Contact Distribution (ICD) or Intelligent Contact Management (ICM) agent.


Note   You cannot mark a contact as unhandled. Once a contact is reported as Handled, it will always be reported as such.

Figure 3-7 shows the customizer window for the Set Contact Info step.


Figure 3-7   Set Contact Info Customizer Window


Table 3-6 describes the properties of the Set Contact Info customizer window.

Table 3-6   Set Contact Info Properties

Property Description

Contact

Contact variable for which you want to set information.

Default is Triggering Contact, unless another contact is defined.

Attribute/Variable

Attributes and values of contact information types.

Table 3-7 describes the attribute information provided in the customizer window of the Set Contact Info step.

Table 3-7   Set Contact Info Attributes

Attribute Description

Language

Language that is used to retrieve prompts and/or grammars when interacting with the contact

Handled

Final result of contact; this is important for reporting purposes.

Session

Specified contacts can be associated with a different session object.

To use the Set Contact Info customizer window to modify the context information associated with a contact, perform the following procedure:

Procedure

Step 1   From the Contact drop-down menu, choose the Contact variable for which you want to set information.

Step 2   In the Attribute/Variable list box, select the desired attribute, and then click Set.

Depending on which attribute you select, one of the following results will occur:

  • If you select Handled, an X appears in the Value column next to the Handled attribute. Go to Step 4.
  • If you select Language, the Set Contact Language dialog box appears. (See Figure 3-8 .) Continue to Step 3.

Figure 3-8   Set Contact Language Dialog Box


  • If you select the Session attribute, the Set Contact Session dialog box appears, which has the same property as the Set Contact Language dialog box. Continue to Step 3.

Step 3   To set either the Language or the Session attribute, click the drop-down arrow to choose the desired variable, or click the Expression Editor (...) button to enter an expression and then click OK.

The dialog box closes, and the name of the selected variable appears next to the selected attribute in the Value column of the Set Contact Info customer window.

Step 4   Click OK.

The Set Contact Info customizer window closes, and the name of the selected Contact variable appears next to the Set Contact Info step icon in the Design pane of the CRA Editor.





Terminate

Use the Terminate step to terminate a contact.

The Terminate step performs the following functions for the three Contact types:

  • Call contact—The call is disconnected.
  • HTTP contact—A NO_CONTENT (204) status message is returned to the browser.
  • E-mail contact—The state of the e-mail is moved to a Terminated state, thus preventing the e-mail from being sent later.

Figure 3-9 shows the customizer window for the Terminate step.


Figure 3-9   Terminate Customizer Window


Table 3-8 describes the property of the Terminate customizer window.

Table 3-8   Terminate Property

Property Description

Contact

Contact variable that you want to be terminated.

Default is Triggering Contact, unless another contact is defined.

To use the Terminate customizer window to terminate a contact, click the Contact drop-down arrow to choose the contact that you want to terminate, and then click OK.

The Terminate customizer window closes, and the name of the selected Contact variable appears next to the Terminate step icon in the Design pane of the CRA Editor.