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When you create a routing script, you typically use the nodes available in Script Editor to define how the script is to categorize contacts. By categorizing contacts, a script can provide unique solution for different customer needs.
Categorization is the process of classifying a contact based on certain data associated with the contact. Through categorization, a script can determine the best way to process a contact.
When you create a routing script, you typically use the nodes available in Script Editor to define how the script is to categorize contacts. By categorizing contacts, a script can provide unique solutions for different customer's needs.
Call types provide the first level of categorization for routing scripts. You schedule scripts by call type; therefore, the call type of a contact determines which script is run, enabling you to create different scripts for different types of contacts.
You can change the call type of a contact to static by using the Call Type node in a script. The Call Type node is in the Routing tab of the Palette.
The following figure is the Call Type Properties dialog box of the Static Call Type node:
To define a static call type node, complete the following steps.
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Step 1 |
In the Call Type tab, click the Statically radio button. |
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Step 2 |
From the Call Type list, click the call type to assign to the contact. |
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The Call Type node changes the call type and continues running the current script. The Requalify Call node stops running the current script and runs a new script associated with that call type. |
You can change the call type of a contact to dynamic by using the Call Type node in a script. The Call Type is on the Routing tab of the Palette.
 Note |
The dynamic call type option is enabled only for System Administrators. For other users, this option is disabled. |
The following figure is the Call Type Properties dialog box of a dynamic call type node:
To define a dynamic call type node, complete the following steps.
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Step 1 |
On the call type tab, select the Dynamically radio button. |
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Step 2 |
To dynamically change the call type of a contact by call type name, In the Find By section, select the Call Type Name radio button. |
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Step 3 |
To dynamically change the call type of a contact by call type ID, In the Find By section, select the Call Type ID radio button. |
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Step 4 |
To determine which call type name or ID to use to change the call type of a contact, click the Formula Editor button to create a formula. |
You can change the call type of a contact from within a script and run a new script associated with the call type by using the Requalify Call node ( in the Routing tab of the Palette).
Following is the Requalify Properties dialog box of the Requalify Call node:
Define Requalify node properties as follows:
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Step 1 |
In the Requalify Call Tab, select the Call type to assign to the contact. |
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Step 2 |
Optionally, add comments. |
Warning |
The Call Type node changes the call type and continues running the current script. The Requalify Call node stops running the current script and runs a new script associated with that call type. |
A contact's call type is determined by the dialed number qualifier.
When the system determines a contact's call type based on these qualifiers, it runs the associated script.
However, after the script is run, you can further categorize the contact based on the values of the call type qualifiers.
Following is the DN Properties dialog box of the Dialed Number node:
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Step 1 |
Select one or more dialed numbers or Script Selectors from the Dialed numbers list and click Add> to move them to the Target dialed numbers list. If the current contact matches one of the selections in the Target dialed numbers list, processing continues on the node's success branch; otherwise, processing continues on the failure branch. |
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Step 2 |
Optionally, add comments and connection labels. |
You schedule a script by associating it with a call type. When a contact of a certain call type is received, the associated script runs for that contact.
However, after the script is run, you can further categorize the contact based on the time and day of week. This categorization refines the schedule.
Note |
The time and day of the week are determined by the settings on the CallServer virtual machine. |
For example, a call type named "CHAT_CT" may be defined to include all chat web requests. A script named "CHAT_SCRIPT" runs every time a contact with the call type "CHAT_CT" is received. Typically, this script instructs Enterprise Chat and Email to assign the request to the longest available agent in the "Chat" skill group. However, the contact center is staffed differently over the weekend and the supervisor wants to report to improved weekend activity. Therefore, for chat web requests received on Saturday or Sunday, the script branches differently and instructs Enterprise Chat and Email to assign the request to the longest available agent in the "WKEND_SUPPORT" skill group.
As another example, for a contact center where no phone support is available during night hours or weekends, you may choose to design a script that routes a phone call to an announcement instead to an agent, during the off hours.
Following is the Properties dialog box of the Time node:
You must insert targets and connections from the Time node before you can define the node's properties.
Then define Time node properties as follows:|
Step 1 |
For each branch listed in the Connections list, define a Time Range. You can define multiple time ranges for a single branch. Click Add Time to add a new time range to the branch, or select a time range listed and click Modify Time to modify it. A dialog box opens in which you can define the time range (the Add Time dialog box is shown below; the Modify Time dialog box looks and functions similarly):  |
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Step 2 |
To delete a time associated with the branch, select the time and click Delete Time. |
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Step 3 |
You can define a branch as Otherwise by selecting the branch and clicking Make Otherwise. Execution follows this branch if none of the specified time ranges apply. You can specify only one Otherwise branch for the node. If you do not want to define the branch as Otherwise, select the branch and click Delete Otherwise. |
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Step 4 |
Optionally, add comments and connection labels. |
Note |
If you delete a connection, the time-range information you specified in the Properties dialog box is also deleted. |
Following is the Properties dialog box of the Day of Week node:
You can define multiple output connections from the Day of Week node and associate each with one or more days of the week.
You must insert targets and connections from the Day of Week node before you can define the node's properties.
Define Day of Week node properties as follows:|
Step 1 |
For each branch listed in the Connection list, check the days of the week in which processing should continue on that branch. To check the day for that connection, left-click in a spot in the grid corresponding to that connection and day. A check mark appears in the grid. You can associate each day of week with one connection. However, you can associate each connection with one or more days of the week. |
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Step 2 |
Optionally, add comments and connection labels. |
Within a script, you can create multiple branches to direct script processing based on certain conditions. Branching allows you to use a single script that processes contacts differently, depending on data associated with the contact, or on conditions at the contact center.
For example, you might have several scripts that check for exception conditions and, if none are found, run a standard subroutine. Instead of including that subroutine as a branch from the failure output terminal of each of the exception conditions, you could use a Go To Script node pointing to a separate script containing the subroutine.
Following is the Properties dialog box of the Go To Script node:
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Step 1 |
Select the Business entity that owns the script that the node should run. By default, Packaged CCE consists of one business entity. |
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Step 2 |
Select a script from the Scripts list. From within an administrative script, you can only go to another administrative script. Within a routing script, you can only go to another routing script. |
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Step 3 |
Optionally, add comments and connection labels. |
You can direct specific percentages of contacts to different branches in a script by using the Percent Allocation node (in the General tab of the Palette).
Each branch may lead directly to a target, or may include additional processing. Because contacts are distributed by percentage and without tests of the targets' data, distributing by percentage never fails.
For example, in a geographically diverse environment, you can create a script that sends 10% of contacts to Boston, 5% to Chicago, and distributes the remaining 85% to another set of targets.
Following is the Properties dialog box of the Percent Allocation node:
Define Percent Allocation node properties as follows:
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Step 1 |
In the Percent column for each connection, enter a percent number for the percentage of contacts to process on that branch.
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Step 2 |
Optionally, modify the Connection name. Changes appear in the connector labels when you save the properties and view the script. |
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Step 3 |
Optionally, add comments and connection labels. |
When the system runs an If node, it first evaluates the condition specified in the node Properties dialog box Define condition field. If the system determines that the condition is true, control flows through the success output terminal; if it determines the condition is false, control flows through the failure output terminal.
Following is the Properties dialog box of the If node:
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Step 1 |
In the Define condition field, enter a condition or use the Formula Editor to create a formula. |
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Step 2 |
Optionally, add comments and connection labels. |
For example, a script that processes incoming phone calls can send the caller's account number to an external application, which returns to the script the caller's account balance. The script can then branch on the value of the account balance, providing premium service to callers with higher account balances.
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You must use Unified ICM Configuration Manager to define the external application. For more information, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise. |
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Step 1 |
In the Send tab: 
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Step 2 |
In the Receive tab:  |
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Step 3 |
Optionally, add comments and connection labels. |
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