When writing scripts
to route contacts, you must understand call types and contact data.
A call type is the
first-level category of a contact and is determined by data associated with 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.
Scripts are scheduled by call type. In other words, when the system receives a request to route a contact, it
determines the call type of that contact, then runs the associated script.
Call types provide the first level of categorization of
contacts, enabling you to write scripts to route contacts
differently depending on their call type. While other types of
categorization take place within a script, call types enable you to provide
contacts with different treatment by running different scripts to begin
with. Call types enable categorization before a script begins to execute.
Call Type Qualifiers
The call type is determined by the following data, which are
referred to as call type qualifiers:
Calling line ID (CLID)
The call type qualifiers described in this section apply to
contacts from all media. The terminology used is applicable to voice
contacts; where the terminology differs for other media, the differences
are explained in this section, as well as the following sections in this
Contact Data for Chat and Blended Collaboration
Contact Data for E-Mail
You can also use the call type qualifiers for categorization within a
A Dialed number (DN) is a string that represents the telephone number
dialed by the caller, preceded by the name of the routing client and a
period. For example, "NICClient.18005551212" might be a dialed
The Calling line ID and Caller-entered
digits are used to further categorize the call and
determine the call type.
Typically, a dialed number is associated with one or more call types.
The dialed number is referred to as the Script Selector for media
other than voice.
Calling Line ID (CLID)
The Calling Line ID (CLID) is a string that represents the telephone
number from where the call originated. The CLID is sometimes referred to
as the ANI (Automatic Number Identification).
Typically, you would not use a CLID to define a Call Type. Rather, you
would use a CLID prefix or CLID region.
For web requests, the CLID corresponds to the ApplicationString1
E-mail requests do not use the CLID.
Use of CLID Prefixes
To define a Call Type based on the area code from where
the call originated, you can use a CLID prefix.
For example, if you want to define a Call Type for all calls from the
508 area code, you specify 508 as the CLID prefix. You can further
refine the Call Type to calls from a certain exchange within the area
code. For example, you can specify 508486 as the CLID prefix. A routing
script can then process the call based on the area code or local
exchange of the caller.
Use of CLID Regions
You can define a Call Type that encompasses multiple CLID
prefixes. For example, a useful Call Type could be defined as all calls
from New York, which includes several area codes. To accomplish this,
first define geographical regions through Unified ICM
Configuration Manager. For more information, see the
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise.
A routing script can then process the call based on the region of the
Caller-Entered Digits (CED)
Caller-Entered Digits (CED) are numbers entered by the caller in
response to prompts. For example, a caller might enter a number to
indicate the type of service needed.
The caller can enter digits through the carrier network or the call
center system. The Caller-Entered Digits can be used in defining the
call's Call Type. A routing script can then process the call based on
data entered by the caller.
You can differentiate between the case where the caller is not
prompted for digits ("None Required") and the case where the caller is
prompted but does not respond ("None Entered"). You can also choose
"None" as the Caller-Entered Digits.
dialednumber—A string that determines which
script to run on Unified ICM. The value of the script selector
variable maps to the value of the Script Selector (which maps to the
Dialed Number for voice contacts) in the Call Type created through
Unified ICM Configuration Manager. Therefore,
you must ensure that a Script Selector with the value that the
Unified WIM uses is set up in Unified ICM.
applicationstring1—An optional string that you can
use to select an Unified ICM routing script. The value of the
ApplicationString1 variable corresponds to the Calling Line ID
created through Unified ICM Configuration Manager.
applicationstring2—An optional string that you can
use to select a Unified ICM routing script. The value
of the ApplicationString2 variable corresponds to the Caller-Entered
Digits created through Unified ICM Configuration Manager.
callvar1-10—Unified ICM call variables, up to 10. These
are optional fields that you can use to pass any
application-specific information to Unified ICM.
Cisco Unified E-Mail Interaction Manager (Unified EIM)
sends the following data to Unified ICM when requesting that an e-mail
message be routed:
Instance and skill group name - A string that
determines which script to run on Unified ICM. The value is the name of the
Unified EIM instance and the Unified ICM Routing skill group the message
was assigned to, separated by a period; for example,
"SupportInstance.techSupport". The string maps to the Script
Selector value. Therefore, you must ensure that you set up the Script Selectors
with the value of the Unified EIM instance name and each
Unified ICM Routing skill group in Unified ICM.
cisco.cem.Priority - The priority of
the message. The value of the Priority variable, which is "0"
"0" for Normal
The priority if set through the E-Mail Manager rules. You can use the
value of the variable to categorize the contact
in a script.
"1" for High
"2" for Very High
"3" for Urgent
cisco.cem.Category - The categories of the
message. The categories variable is an array containing up to 10
category values. The E-Mail Manager administrator sets up the category values. You can use the value of the variable to
categorize the contact in a script.
cisco.cem.MessageKey - The unique identifier of
the message that E-Mail Manager is requesting Unified ICM to route. While you would not typically use the
Message Key to categorize a contact in a script,
it may be useful when Unified ICM is integrated with a CRM
application; you could record the Message Key in the CRM database
for future reference to e-mail correspondence with a customer.