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.
You create call types during Unified ICM configuration, through the Configuration Manager. For more information, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html and the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html