This document is intended for Cisco ICM system managers. A system manager should have a general understanding of call center operations and management and specific information about the call centers and carrier networks connected to the Cisco ICM. Explains how to define call types and set a default call type, describes geographical regions and prefixes, and introduces the region tools: the Region Editor and the Region Explorer. Explains how to further refine call type definition and schedule, change script processing paths, query an external database, or access an external application. Details the rules and expressions that you can use to choose from a group of potential targets for a call.
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After you save a script, you should check that all routes referenced have valid labels for the routing clients and dialed numbers for which you have scheduled the script.
For ICM software to route calls through a script, you must have defined a routing label for each route referenced in the script. Each label is valid only for specific routing clients and, optionally, for specific dialed numbers. The routes referenced in the script appear in the left column. If any of these routes do not have an associated label that is valid for the routing client and dialed number you have chosen, an error message appears in the Errors field.
The associated peripheral targets appear in the center column. If any of these routes does not have an associated label that is valid for the routing client and dialed number you have chosen, an error message appears in the Errors field at the bottom of the window.
The associated peripheral targets appear in the right column. Check Routes displays the configuration information for that route or peripheral target. If you have created a new version of the script, be sure to update the Version field. Check Routes reads the latest version of scripts and configuration data from the local database. Although the Script Editor may contain several versions of a script, only one version of a particular script can be active at one time: this is the version that ICM software runs if the script is currently scheduled.
ICM software makes the open script version the current active version. ICM software makes that version the active version. Once a script has been saved and scheduled, it is considered enabled. Use the Enabled Scripts dialog box to examine all scripts currently enabled in the system. The dialog box lists all call types and the script that is currently scheduled for each. The Call Count column lists the number of calls the script has processed. Whichever option you choose, the counts are updated every 15 seconds.
This allows you to see which scripts are currently handling calls. This lists all administrative scripts. After you create the script, you have to specify under what conditions you want ICM software to use it. For example, once you associate a script with a specific call type, you can instruct ICM software when the script should be active for the call type. The Add Call Type Schedule dialog box appears.
Initially, this shows the default schedule. The default is to activate the script all day, every day. For example, you might define a schedule that runs the script from AM through PM every Monday, starting after February 14, The Add Administrative Schedule dialog box appears, opening at the Script tab.
After a routing or administrative script has been saved, you can observe how it runs. Watching routing requests moving through a script in real-time helps ensure that the routing script is operating as expected. When you monitor a script, that is, view the script in Monitor mode, labels appear on each connection in the script, as shown in Figure Most monitor labels display the raw number and percentage of call requests that have passed through the connection since the start of the monitoring period.
Several monitor labels have been modified to display new meters see Modified Monitor Labels. Each target set also lists the number and percentage of calls routed to each of the targets in that set.
Each statistic is updated automatically as new real-time data become available about every 15 seconds. Most of t he node Properties dialog boxes include a Labels tab that lets you adjust the location of labels on a node's connections.
How to adjust Monitor label location describes how to do this. The InProgress meter is displayed in the top row of all the monitor labels for all the listed nodes except the Queue node. The top row of the Queue node monitor label displays the InQueue meter. The second row of the monitor label for all of the listed nodes displays the Abort meter. You can set different monitoring periods. For example, you can choose to see information about all requests handled by the script since midnight; from this point forward; or for the most recent second interval.
In viewing the number of calls that pass through each branch of the script, you can also view real-time information about activity at the call centers, such as statistics for each skill group or service referenced in the script. By default, the Real-Time Data window displays information about the Services referenced in the current script. Scroll to the right to see additional columns. The values in the screen are updated continuously as new real-time data arrives at the Admin Workstation.
The window contents automatically change to show skill group data. Use this dialog box to add new columns, remove existing columns, reorder the columns, or change the column labels. This updates the other fields:. Use the Move buttons to change the order of the selected columns. To change back to the default column order, click the Default Columns button.
To change back to the default header, highlight the Routing Target Column name and click the Default Header button. The abbreviated forms are typically three to four letters. The settings apply to the current and future Script Editor sessions. You can examine router log messages to determine how calls have been routed and to see any errors ICM software has encountered in processing routing requests.
The Router Log Viewer window appears. The top field of the Router Log Viewer window displays information about each call ICM software has routed, including:. The bottom field of the window displays any errors that ICM software has encountered in routing calls, including:. When you save a script, the Script Editor attaches a version number to the name. If you make changes to a script that was previously saved, the Script Editor generates a new version number before saving the script.
ICM software saves older versions of the script in the database so that you have an audit trail of changes and can revert to a previous version of a script, if needed. The Script Explorer command provides access to script versions so you can perform "housekeeping" tasks, such as:. The Script Explorer dialog box appears, listing scripts by customer and business entity. It is often useful to copy a script created on one system to another system.
Some possible reasons for doing so include:. If the file name already exists, the system prompts you to confirm the save. ICMS and click Open. The Script Editor performs automapping and the following happens:. The Mapped To column's drop-down list shows all the valid objects on the target system.
The Script Editor window also highlights the script nodes that refer to this object. Feature Control addresses the need of restricting users, or classes of users, from all functionality of the ICM software. In a possible deployment scenario, an ICM software administrator can restrict certain people from doing specific types of script editing or from using certain applications.
A distinction should be made between object level control and feature customizing. Object control, like the ICM software partitioning feature, is a method of security for prohibiting access to configuration data in the ICM database.
Script node control allows an administrator to create feature sets that can be assigned to users. The feature set controls which script nodes are accessible to the user. There are two possible presentation effects:. If a script is imported that contains a disabled node, you can browse or monitor the script but you cannot put the script into edit mode.
If you attempt to put this script into edit mode a message indicating you are not authorized to enter edit mode is displayed. The name appears in the left section when Enter or Tab is pressed.
Download this chapter. Script Administration Release 4. Monitor Labels Modified Monitor Labels. Script Node Control Configuring a Feature Control Set How to create a feature control set How to assign users to a feature control set How to select script nodes for a feature control set. This button becomes enabled when you choose a specific translation route.
The Translation Route dialog box appears. If the script has been scheduled for more than one call type, the Call Count value includes all calls processed by the script regardless of call type.
Optionally, click the Description tab and add some descriptive text about this schedule. ICM software will schedule the script based on which has the larger time interval: the Administrative Schedule or the system limit.
ICMS format. Objects may be left unmapped; however, the resulting script will not be valid until the script elements referencing these objects are edited.
When executing a script, ICM software will schedule the script based on which has the larger interval: the script schedule or the system limit. For additional information refer to the online Help. Download this chapter Script Administration Release 4. Since you cannot make any changes to a script while in Monitor mode, you cannot rearrange the nodes at that time.
Cisco ICM Software Release 4.6.2 Script Editor Guide
A routing target is an entity that can receive a call. Targets are classified into two target groups : skill targets and network targets. These groups, in turn, consist of several target types. Table A-1 describes each of these groups and types:. The type of work or information that a caller needs and a call center that can provide it. The switch at the call center is responsible for picking a specific agent to handle the call.
After you have classified a call by call type and, if necessary, performed further segmentation, you select the target to receive the call. You can route a call to either a skill target or a network target. Within a script, you can use a Select, Distribute, or Route Select node to choose from among a set of skill targets. You can also transfer control directly to a specific target based on numerical allocations or other criteria.
A remote upgrade system has been implemented. Upon startup provided you have the appropriate access level , Internet Script Editor notifies you if a newer version of the software is available for download. If you decide to upgrade, Internet Script Editor downloads the new version of itself and applies the upgrade. Internet Script Editor is installed by connecting to the web server on the distributor and clicking on a link that downloads the Internet Script Editor as a self-extracting archive.