Table of Contents

Contact Step Descriptions

The steps in the Contact palette of the Cisco Customer Response Applications (CRA) Editor provide designers with a way to control contacts.

A contact represents a specific interaction with a customer. The three types of contacts are

The Contact palette contains the following steps:

Figure 3-1 shows the steps in the Contact palette as they appear in the Palette pane of the CRA Editor.

Accept

Use the Accept step to accept a particular contact.

After the Start step, the Accept step is normally the first step in a Cisco script, triggered by an incoming contact.

If the contact is a call, the caller hears ringing until the script reaches this step. If the contact is an HTTP request or an e-mail message, this step has no effect.

Figure 3-2 shows the customizer window for the Accept step.

Table 3-1 describes the property of the Accept customizer window.

To use the Accept customizer window to configure the Accept step, click the Contact drop-down arrow to choose a contact, and then click OK.

The Accept customizer window closes, and the name of the Contact variable appears next to the Accept step icon in the Design pane of the CRA Editor.

Get Contact Info

Use the Get Contact Info step to extract information from a particular type of object and store it in script variables to make this information about the contact available to subsequent steps in the script.

For example, you can define a conditional prompt to use the condition expression "asr" to determine which prompt to create based on whether or not Automatic Speech Recognition (ASR) is currently supported for the call.

Figure 3-3 shows the customizer window for the Get Contact Info step.

Table 3-2 describes the properties of the Get Contact Info customizer window.

Table 3-3 describes the information that the Get Contact Info step makes available to other steps in the script.

To use the Get Contact Info customizer window to get information, perform the following procedure:

Procedure

Step 2   In the Attribute/Variable list box, select the desired attribute, and then click Set.

The Get Contact Type dialog box appears. (See Figure 3-4 .)

Step 3   From the Select Variable drop-down menu, choose the desired variable, and then click OK.

The Get Contact Type dialog box closes, and the name of the selected variable appears in the Variable column next to the selected attribute in the Get Contact Info customizer window.

Step 4   Click OK.

The Get Contact Info customizer window closes, and the name of the selected Contact variable appears next to the Get Contact Info step icon in the Design pane of the CRA Editor.

Get Trigger Info

Use the Get Trigger Info step to retrieve a reference to the triggering contact and store it in a script variable.

Figure 3-5 shows the customizer window for the Get Trigger Info step.

Table 3-4 describes the property of the Get Trigger Info customizer window.

To use the Get Trigger Info customizer window to get trigger information, click the Trigger Contact drop-down arrow to choose a Contact variable, and then click OK.

The Get Trigger Info customizer window closes, and the name of the selected Contact variable appears next to the Get Trigger Info step icon in the Design pane of the CRA Editor.

Reject

Use the Reject step to reject a particular contact if it has not already been accepted.

The Reject step handles different types of calls in different ways:

Figure 3-6 shows the customizer window for the Reject step.

Table 3-5 describes the property of the Reject customizer window.

To use the Reject Step customizer window to reject a contact, click the Contact drop-down arrow to choose a Contact variable, and then click OK.

The Reject customizer window closes, and the name of the selected Contact variable appears next to the Reject step icon in the Design pane of the CRA Editor.

Set Contact Info

Use the Set Contact Info step to modify the context information associated with a contact.

The Set Contact Info step often follows a Redirect step in the script, in order to mark the contact as Handled.

A contact can be marked Handled only while it is active. Once a contact becomes inactive (for example, after a successful transfer), the script has a maximum of 5 seconds to mark the contact as Handled; otherwise the mark will have no effect in reporting.

The system automatically marks a contact as Handled when the contact is connected to an Integrated Contact Distribution (ICD) or Intelligent Contact Management (ICM) agent.

Note   You cannot mark a contact as unhandled. Once a contact is reported as Handled, it will always be reported as such.

Figure 3-7 shows the customizer window for the Set Contact Info step.

Table 3-6 describes the properties of the Set Contact Info customizer window.

Table 3-7 describes the attribute information provided in the customizer window of the Set Contact Info step.

To use the Set Contact Info customizer window to modify the context information associated with a contact, perform the following procedure:

Procedure

Step 2   In the Attribute/Variable list box, select the desired attribute, and then click Set.

Depending on which attribute you select, one of the following results will occur:

Step 3   To set either the Language or the Session attribute, click the drop-down arrow to choose the desired variable, or click the Expression Editor (...) button to enter an expression and then click OK.

The dialog box closes, and the name of the selected variable appears next to the selected attribute in the Value column of the Set Contact Info customer window.

Step 4   Click OK.

The Set Contact Info customizer window closes, and the name of the selected Contact variable appears next to the Set Contact Info step icon in the Design pane of the CRA Editor.

Terminate

Use the Terminate step to terminate a contact.

The Terminate step performs the following functions for the three Contact types:

Figure 3-9 shows the customizer window for the Terminate step.

Table 3-8 describes the property of the Terminate customizer window.

To use the Terminate customizer window to terminate a contact, click the Contact drop-down arrow to choose the contact that you want to terminate, and then click OK.

The Terminate customizer window closes, and the name of the selected Contact variable appears next to the Terminate step icon in the Design pane of the CRA Editor.