Table of Contents

ICM Step Descriptions

The steps in the ICM palette of the Cisco Customer Response Applications (CRA) Editor are used in conjunction with the Cisco IP Call Center (IPCC) solution when the CRA Engine is used as a Cisco IP Queue Manager (IP QM) point.

Cisco Intelligent Contact Management (ICM) software is an application that routes incoming calls across several geographically distributed call centers.

Note   If you have installed IP Queue Manager or Cisco IP IVR (Interactive Voice Response,) you will not have access to the ICD palette in the Cisco CRA Editor.

The ICM palette contains the following steps:

Figure 14-1 shows the steps in the ICM palette as they appear in the Palette pane of the Cisco CRA Editor.

Note   For more information about ICM, ICM subsystem configuration, and ICM VRU (Voice Response Unit) scripts, refer to the Cisco Customer Response Applications Administrator Guide.

Get ICM Data

Use the Get ICM Data step to retrieve data sent by the Cisco ICM and to store the values in local variables.

Note   Because this step requires the Cisco ICM to control a call, use this step only for ICM VRU scripts, not for default or initial scripts. (For more information, refer to the Cisco Customer Response Applications Administrator Guide).

You can retrieve values from the following variables:

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Note    To use expanded call variables in scripts, you must first add them in the Settings window of the Cisco CRA Editor. (For more information, refer to the Cisco Customer Response Applications Developer Guide.)

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The Get ICM Data customizer window contains two tabs:

The following sections describe these tabs.

General Tab

Use the General tab of the Get ICM Data customizer window to get information from variables and make it available to the script.

Figure 14-2 shows the General tab of the Get ICM Data customizer window.

Table 14-3 describes the properties of the General tab of the Get ICM Data customizer window.

To use the General tab of the Get ICM Data step to make information from variables available to the script, perform the following procedure:

The General tab of the Get ICM Data customizer window appears.

Step 2   From the Call Contact drop-down menu, choose the variable that stores the contact for which you want to get information.

Step 3   Click Add.

The Get ICM Data Field Name dialog box appears. (See Figure 14-3 .)

Step 4   From the Field Name drop-down menu, choose the Cisco ICM variable from which you want to get information.

Step 5   In the Token field, take one of the following actions:

Step 6   From the Decoding Type drop-down menu, choose the decoding type for the Cisco ICM variable you chose from the Field Name drop-down menu.

Step 7   From the Local Variable drop-down menu, choose the local variable in which you want to store the value that the Get ICM Data step retrieves.

Step 8   Click OK.

The Get ICM Data Field Name dialog box closes, and the field name, token, decoding type and local variable appear under their respective headings in the General tab of the Get ICM Data customizer window.

(To modify already existing variable information, select the desired name, and click Modify. The Get ICM Data Field Name dialog box appears again. Follow the same procedure you used to add variable information.)

Step 9   Click Apply.

You are now ready to configure the Expanded Call Variables tab of the Get ICM Data customizer window.

Expanded Call Variables Tab

Use the Expanded Call Variables tab of the Get ICM Data customizer window to get data from expanded call variables.

Figure 14-4 shows the Expanded Call Variables tab of the Get ICM Data customizer window.

Table 14-2 describes the properties of the Expanded Call Variable tab of the Get ICM Data customizer window.

To use the Expanded Call Variables tab of the Get ICM Data step to specify the expanded call variables from which you want to get data, perform the following procedure:

Procedure

The Expanded Call Variables tab of the Get ICM Data customizer window appears.

Step 2   Click Add.

The Add Expanded Call Variable dialog box appears. (See Figure 14-5 .)

Step 3   From the Variable Name drop-down menu, choose the expanded call variable from which you want to get information.

Step 4   If the expanded call variable you selected is an array, enter the array index from which you want to get the value in the Array Index field.

Step 5   In the Token field, take one of the following actions:

Step 6   From the Decoding Type drop-down menu, choose the decoding type for the expanded call variable you selected in the Variable Name list.

Step 7   From the Local Variable drop-down menu, choose the local variable in which you want to store the value that the Get ICM Data step retrieves.

Step 8   Click OK.

The Add Expanded Call Variable dialog box closes, and the variable name, token index, decoding type, and local variable appear under their respective headings in the Expanded Call Variable tab of the Get ICM Data customizer window.

(To modify already existing variable information, select the desired name, and click Modify. The Get ICM Data Field Name dialog box appears again. Follow the same procedure you used to add variable information.

Step 9   Click OK.

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

Set ICM Data

The Set ICM Data step sends the information from a local variable back to the Cisco ICM.

Note   Because this step requires the Cisco ICM to receive the caller once the script completes, use this step only for ICM VRU scripts and initial scripts, not for default scripts. (See the Cisco Customer Response Applications Administrator Guide).

You can set the following variables:

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Note    To use expanded call variables in scripts, you must first add them in the Settings window of the Cisco CRA Editor. (For more information, refer to the Cisco Customer Response Applications Developer Guide.)

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The Set ICM step customizer contains two tabs:

The following sections describe these tabs.

General Tab

Use the General tab of the Set ICM Data customizer window to send data back to Cisco ICM variables.

Figure 14-6 shows the General tab of the Set ICM Data customizer window.

Table 14-3 describes the properties of the General tab of the Set ICM Data customizer window.

To use the General tab of the Set ICM Data step to specify data to be sent back to Cisco ICM variables, perform the following procedure:

The General tab of the Set ICM Data customizer window appears.

Step 2   From the Call Contact drop-down menu, choose the variable that stores the contact for which you want to get information.

Step 3   Click Add.

The Local Variable dialog box appears. (See Figure 14-7 .)

Step 4   From the Local Variable drop-down menu, choose the variable from which you want to get information.

The Encoding Type field is automatically set to the type of the local variable (except for local variables with the type java.util.Date.)

Step 5   If the local variable is a Date or a Time, choose Date or Time from the Encoding Type drop-down menu.

Step 6   From the Field Name drop-down menu, choose the Cisco ICM variable that you want to set.

Step 7   In the Token field, take one of the following actions:

Step 8   Click OK.

The Local Variable dialog box closes, and local variable, encoding type, field name, and token index appear under their respective headings in the General tab of the Set ICM Data customizer window.

(To modify already existing variable information, select the desired name, and click Modify. The Local Variable dialog box appears again. Follow the same procedure you used to add variable information.)

Step 9   Click Apply.

You are now ready to configure the Expanded Call Variables tab of the Set ICM Data customizer window.

Expanded Call Variables Tab

Use the Expanded Call Variables tab of the Set ICM Data customizer window to send data using expanded call variables.

Figure 14-8 shows the Expanded Call Variables tab of the Set ICM Data customizer window.

Table 14-4 describes the properties of the Expanded Call Variable tab of the Get ICM Data customizer window.

To use the Expanded Call Variables tab of the Set ICM Data step to specify the data to be sent using expanded call variables, perform the following procedure:

The Expanded Call Variables tab of the Set ICM Data customizer window appears.

Step 2   Click Add.

The Add Expanded Call Variable dialog box appears. (See Figure 14-9 .)

Step 3   From the Local Variable drop-down menu, choose the local variable from which you want to get information.

The Encoding Type field is automatically set to the type of the local variable, except for local variables with the type java.util.Date.

Step 4   If the local variable is a Date or a Time, choose Date or Time from the Encoding Type drop-down menu.

Step 5   From the Variable Name drop-down menu, choose the expanded call variable whose value you want to set.

Step 6   If the expanded call variable you selected is an array, enter the index number of the array element that you want to set in the Array Index field.

Step 7   In the Token field, take one of the following actions:

Step 8   Click OK.

The Add Expanded Call Variable dialog box closes, and the local variable, encoding type, variable name. and token index appear under their respective headings in the Expanded Call Variables tab of the Set ICM Data customizer window.

(To modify already existing variable information, select the desired name, and click Modify. The Local Variable dialog box appears again. Follow the procedure you used to add variable information.)

Step 9   Click OK.

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

Set ICM Result

Use the Set ICM Result step to set the value of the VRU Script request message that Cisco CRA sends to the Cisco ICM when it completes a VRU script.

The VRU Script result tells the Cisco ICM whether the script ran successfully (true) or not (false).

If the script returns a false value, the Cisco ICM runs the failure path of the Run VRU Script node in the Cisco ICM script.

By default, Cisco CRA returns true to the Cisco ICM.

Note   Because the VRU Script result message must be sent from Cisco CRA to the Cisco ICM, use the Set ICM Results step only for ICM VRU scripts. For more information, see the Cisco Customer Response Applications Administrator Guide.

Figure 14-10 shows the customizer window for the Set ICM Result step.

Table 14-5 describes the properties of the Set ICM Result customizer window.

To use the Set ICM Result customizer window to set the value of the VRU Script request message to be sent to Cisco ICM, perform the following procedure:

Procedure

Step 2   In the Result field, enter a value directly or take one of the following actions:

Step 3   Click OK.

The Set ICM Result customizer window closes, and the Call Contact variable appears next to the Set ICM Result step icon in the Design pane of the CRA Editor.