configuration is defined, create routing scripts using the Script Editor.
Unified ICM software uses these routing scripts to determine the best
destination for a call by assessing the current call center activity that is
extracted and forwarded by the PGs . The call flow defined in the script
determines the data that is gathered for reporting.
contain instructions that:
Examine the call
information provided by the routing client and use that information to classify
the call as a particular call type.
best destination for the call.
Direct the call
to an appropriate routing target; for example, to an individual agent, to a
skill group, or to an appropriate announcement.
transfers and conferences.
Routing scripts are a
representation of your business rules.
You can create a specific set of scripts to be executed for each
call type, such as Sales or Support. For more granular reports, you might want
to create multiple scripts; for example, you might create a script for initial
call classification and create scripts that route calls that are sent to
particular services or skill groups on different ACDs.
You can also
schedule different scripts to be used at different times of the day or
different days of the week and year for each call type, and you can use dialed
numbers to direct calls to scripts that handle transfers.
Routing script data
are stored in the Central Controller database. Scripting changes that you make
are applied to the local database, immediately update the Central Database on
the Logger, and are copied to all local databases. You cannot alter scripts
directly. Instead, you create and maintain routing scripts with the Script
Editor, one of the tools on the Administration & Data Server.
Scripting and Media
Routing Guide for Cisco Unified ICM/Contact Center Enterprise
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html for more