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.
A default call type
is the call type used when a contact does not map to a defined call type.
Default call type is not supported for multichannel tasks submitted though the Task
Relation Between Call Types and Scripts
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 following data determine the call type. This data is referred to as the call type qualifier.
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.
You can also use the call type qualifiers for categorization within a script.
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, "ucm.18005551212" might be a dialed
Typically, a dialed number is associated with one or more call types.
Association of Contacts with Call Types in Packaged CCE
Following is the general process of how the system attempts to associate a contact with a
If the dialed number of the contact maps to a defined call type, the system uses that call type.
If no call type matches the contact, the system uses the default call type.
If no default call type is defined, the system returns an error to the routing client.
Determination of Call Type for Voice Contact
The following example demonstrates how the system determines the call type for a voice
contact and runs the appropriate script:
When configuring Packaged CCE , you create a call type called
"MASSACHUSETTS_SALES". This call type is defined as:
Having a dialed number of "ucm.8005551234".
You create a script called "MASSACHUSETTS_SALES_SCRIPT," which
finds the longest available agent in the "NORTHEAST_SALES" skill
You schedule the script to run for the "MASSACHUSETTS_SALES" call
Packaged CCE determines that the call type is "MASSACHUSETTS_SALES"
and executes the "MASSACHUSETTS_SALES_SCRIPT" script.
Packaged CCE assigns the task to a particular
Determination of Call Type for Email and Web Manager Web Request
The following basic example demonstrates how the system
determines the call type for a Enterprise Chat and Email chat web request:
When configuring the Unified ICM, you create a call type called
"SSC_CT". This call type is defined as having a Script Selector
(Dialed Number) of "SSC_DN".
When configuring the Enterprise Chat and Email, you set the value of the
script selector variable in the call form to "SSC_DN".
When configuring the Enterprise Chat and Email, you set the dialednumber
variable in the input map to equal the script selector variable in
the call form.
You create a script called "SSC_SCRIPT," which finds the longest
available agent in the "COLLABORATION_SALES" skill group.
You schedule the script to run for the "SSC_CT" call type.
A web user requests a chat session.
A route request is sent to Unified ICM.
Unified ICM determines that the Call Type is "SSC_CT" and executes
the "SSC_SCRIPT" script.
Unified ICM instructs the Enterprise Chat and Email to assign the task to a particular agent.
Determination of Call Type for a Task
This example is for a multichannel task from a third-party multichannel application that uses the Task
Routing APIs. It demonstrates how the system determines the call type for the task and runs the appropriate script. In this example, the task is a chat task.
When configuring CCE, you create a multichannel MRD called "Chat_Task_MRD". You create a call type called "Chat". You create a dialed number/script selector "Chat_DN", and associate it with "Chat_Task_MRD" and the "Chat" call type.
You create a SocialMiner Chat application from which a user can request to chat with an agent. You set the value of the script selector in the chat form to the "Chat_DN" dialed number.
You create a script called "Universal_Queue_script" that finds the longest available agent in the "Sales" skill group in the "Chat" MRD.
You schedule the script to run for the "Chat" call type.
A user requests a chat session from the SocialMiner Chat application, using the SocialMiner Task API.
SocialMiner submits the task request to CCE, including the dialed number/script selector.
CCE uses the script selector to determine the call type, and runs the "Universal_Queue_script".
CCE assigns the task to an agent who is logged into the "Sales" skill group in the "Chat" MRD.