After you save a script, you should check that all routes referenced
have valid labels for the routing clients and dialed numbers for which
you have scheduled the script.
You must have saved the script to the Unified ICM database before you can
check the routes.
For the Unified ICM 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
To check script routes:
Start Check Routes from the Administration & Data Server group.
The Check Routes window opens.
Using the drop-down lists, choose the following:
Name of the routing client to send calls through the
Dialed number for the call to be sent through the script.
The routing script name.
The version number of the routing script. (The default is
the active version.)
To validate the route of a network transfer call target, check Use
Network Transfer specify a routing client and a Dialed Number.
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
To see the configuration details for a translation route, select
the route name and click View Translation Route.
(This button becomes enabled after you choose a specific translation
route.) The Translation Route dialog box opens.
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
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.
Symbols might appear next to a
label, explaining the following:
The label is not valid for the specified routing
The label is not valid for the specified Dialed
To check configuration information for a route or peripheral target,
double-click a route or peripheral target name. Check Routes to display
the configuration information for that route or peripheral
From the Peripheral Target dialog box, you can access information
about the route by clicking the Route button.
To correct any problems you find through Check Routes, make and save
changes within the Script Editor or the Unified ICM
To update the changes, click Reload 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 Unified ICM runs if the script is currently scheduled.
You can use one of three methods to set the active version of
Make Active Version command
Use Preferences to Set an Active Script
Within Script Editor, select Options >
Preferences. The Script Editor Preferences dialog
Optionally, select the Automatically Make a Script Active
When Saved option.
When you select this option, whenever you save a valid
script, the Unified ICM makes that new version the active
When you clear this check box, you must manually activate
the script after saving it.
Use Script Make Active Version Command
In an open script in edit mode, select Script >
Make Active Version or click Make Active
Version. The system makes the open script version the
current active version.
View Enabled Scripts
After you save and schedule a script, it is considered enabled.
Use the Enabled Scripts dialog box to examine all scripts currently
enabled in the system.
To view all enabled routing and administrative scripts:
Within Script Editor, choose Scripts >
Enabled Scripts. The Enabled Scripts dialog box
opens 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.
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.
The Call Count values are associated with scripts, not necessarily
with call types. If the script has been scheduled for more than one
call type, the Call Count value includes all calls processed by the
script regardless of call type.
To see all administrative scripts scheduled for the current date and
time, click the Administrative Scripts tab. This lists
all administrative scripts.
Schedule Administrative Script
To schedule an administrative script:
Within Script Editor, choose Script >
Administrative Manager. The Administrative Manager
dialog box opens, listing any administrative scripts that are currently
Click Add. The Add Administrative Schedule dialog
box appears, opening at the Script tab.
Select the script you want to schedule and click the
Specify when you want the script to be active:
In the Date Range, Recurrence Pattern, and Duration
sections, specify the range of times when this script may run.
In the Frequency section, specify how often the script
should run during the specified time range.
Optionally, click the Description tab and add a
descriptive text about this schedule.
Click OK to submit the
schedule and return to the Administration Manager.
Click OK to save your changes to the Unified ICM
database and close the Administrative Manager.
The first execution occurs at the start time of the
The last execution occurs before or at the end time of the
The timing of script execution might not be exact.
Typically, scripts execute within a few seconds after the
scheduled time. The last script execution might occur
slightly after the scheduled end time.
After you save a routing or administrative script, 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.
Most monitor labels display the raw number and percentage of route
requests that have passed through the connection since the start of the
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
When you edit a script, position nodes so that there is enough space
for the monitor labels to display. (Because you cannot make any changes
to a script while in Monitor mode, you cannot rearrange the nodes at
that time, unless you have enabled Quick Edit from Monitor mode as
described in the following section). Use the Script > Display Monitor
Labels command while in edit mode to display blank monitor
labels on each connection of the script.
Enable Quick Edit from Monitor Mode
To enable Quick Edit from Monitor mode: Procedure
Command or Action
From the Options menu, choose Preferences.
Check Allow quick edit from monitor mode.
What to Do Next
You can now perform quick edits when monitoring a script.
Modified Monitor Labels
The monitor labels are modified for the following nodes.
Translation Route to VRU
Queue to Agent
Collect Data (displays only the Abort meter)
Menu (displays only the Abort meter)
Play (displays only the Abort meter)
Run External Script (Displays In Progress and Abort meter)
The modified monitor labels can display two of the following four meters (except for Precision Queue, which displays three of the following four meters):
InQueue meter - Displays the number of calls in queue.
InProgress meter - Displays the number of calls in progress in
Abort meter - Displays the number of calls aborted.
Routed meter - Displays the number of calls routed to the Precision Queue.
The InProgress meter appears in the top row of all the monitor labels for all the listed nodes, except the Queue and Precision Queue nodes. The top row of the Queue node monitor label displays the InQueue meter and the top row of the Precision Queue montor label displasys the Routed meter.
The second row of the monitor label for all of the listed nodes
displays the Abort meter.
Adjust Monitor Label Location
To adjust the Monitor Label Location:Procedure
In the Properties dialog box of a node within Script Editor,
click the Labels tab.
Specify the following:
Label position (Slider): Choose if you want the
connection labels to appear close to the node
(Origin), close to the targeted node (Destination), or
half way in-between (Center).
Display monitor labels (check box): If you select this check box, then when the Script Editor is in Monitor mode,
labels display for each connection from the node. If you clear the
check box, no labels display for connections
from the node.
Click OK to apply changes and to close the
Select Properties dialog box.
Access Monitor Mode
Within Script Editor, do one of the following:
Choose File > Open to
access the Open dialog box and choose the Monitor option from
the Open Mode drop-down list.
Within an open script in the Script Editor workspace, choose
Script > Monitor Script or click
Monitor Script in the toolbar.
Within the Enabled Scripts dialog box, choose the
Monitor radio button in the Open Script in
Mode section and click Open.
What to Do Next
The script displays in Monitor mode in the Script Editor workspace.
Set Monitor Mode Options
To set Monitor mode options:Procedure
In Script Editor, do one of the following:
Choose Script > Monitor Options.
Click Monitor on the status bar. A drop-down list appears.
Choose one of the following options:
Start of Day. Initial monitor values are totals since
midnight. New values are added to these totals every 15
Starting Now. Initial monitor values are all zeros.
New values are added to these totals every 15 seconds.
For Each Interval. Initial monitor values are the
values reported for the most recent 15-second interval.
New values are added to these numbers every 15 seconds.
Percentages for Each Node. The percentages for each
connection from a node are calculated by dividing the
number of executions that passed though the connection
by the number of executions that entered the node. All
connections coming from each node add up to 100%.
Percentages for Entire Script. The percentages for
each connection are calculated by dividing the number of
executions that passed through that connection by the
total number of executions handled by the script.
View Real-Time Data
In viewing the number of contacts that pass through each branch of the
script, you can also view real-time data about activity at the contact
centers, including statistics for each skill group, service, call type,
or scheduled target referenced in the script.
To view real-time service, skill group, or precision queue data: Procedure
While in Monitor mode in Script Editor, choose Script
> Display Real-Time Data.
The Real-Time Data
window appears. By default, the Real-Time Data window displays data 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 Administration
& Data Server.
When an External Authorization server is used with Internet Script Editor, you can only select from the list of available Call Types or Precision Queues as identified by the Authorization server.
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.
When finished, click Close.
Change Real-Time Data Configuration
To change the real-time data configuration: Procedure
Click Configure in the real-time data window
or choose Script > Configure Real-Time Data.
The Configure real-time data dialog box opens.Use this dialog box to add new columns, remove existing
columns, reorder the columns, or change the column labels.
Choose a Routing target type (Service, Scheduled
Target, or Skill groups). This updates the other fields:
The Real-Time Columns list contains all the real-time
columns available in the database for the target type.
The Routing Target Columns list contains the columns
to appear in the Real-Time Data window.
If you select a column in the Routing Target Columns
list, the heading for that column appears in the Column
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
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.)
Optionally, select 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.)
To save the changes, click OK. The settings
apply to the current and future Script Editor sessions.
View Router Logs
You can view CallRouter log messages to determine how contacts are
routed and to see any errors the Unified ICM encounters in processing
You start the Router Log Viewer from the Administration & Data Server
group. The Router Log Viewer window opens.
The top field of the Router Log Viewer window displays
information about each call the Unified ICM routes, including:
The time that routing request was received
The Dialed Number (DN), or script selector, and the caller's
billing telephone number (ANI)
Any Caller-Entered Digits (CED)
The label that Unified ICM returned to the routing client
The bottom field of the window displays any errors that
the Unified ICM encounters in routing calls, including:
The time the error occurred
Text describing the error
To export a script:
File > Export
Script. The Export Script dialog box opens with the name of the current
script and version number in the File name field.
change the file name. You cannot change the file type; you can only save the
script in .ICMS format.
Save. If the
file name already exists, the system prompts you to confirm the save.
which are created on newer versions of the ICM Script editor, will be unable to
import the newer scripts into the older ICM versions.
To import a script:
File > Import
Script. The Select Script to Import dialog box opens.
Choose a file
name with an Unified ICM Script extension (.ICMS) and click
Script Editor performs automapping and the following happens:
imported objects were successfully auto-mapped, a message window appears
prompting you to review the mappings. Click
access the Object Mapping dialog box.
imported objects were not successfully auto-mapped, the partially mapped script
is opened as a new script in Import mode and the Object Mapping dialog box
appears, with all unmapped objects labeled
Unmapped - -. The Object Mapping dialog box contains three columns:
Types. The type of the imported object.
Object. The name of the imported object.
To. What this imported object will be mapped to.
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.)
choose an object from the Mapped To drop-down list on the target system that
you want to map the imported object to.
object from the Mapped To drop-down list on the target system that you want to
map the imported object to.
When the mapping
is complete, click
which are created on newer versions of the ICM Script editor, will be unable to
import the newer scripts into the older ICM versions.
Modify Script Version and Schedule System Information
To modify script version and schedule system information: Procedure
Within the Unified ICM Configuration Manager,
choose Tools > Miscellaneous Tools > System
Information. The System Information window opens.
Enter the Minimum Script Schedule Time.
Set the number of script versions to be retained in the Retain
Script Versions field.