Destinations for Other Script Terminations

In most cases, the ICM script returns labels configured to indicate busy, after hours, and error situations. Such destinations correspond to labels set up in the ICM script.

However, your enterprise might configure a script to return ring or busy terminations in the ICM script instead of creating separate labels for these situations. Ring, busy, and error terminations differ from labels in that they do not direct the web request to a specific destination. In addition, ICM sometimes returns a default termination if it cannot find an appropriate label for the request.

Should your ICM script be set up to return ring, busy, error, and default terminations, you must set up destinations that correspond to these terminations. For instance, you should set up a system busy destination and a system noagents destination to provide response to callers when the script returns these labels. Replace <TRAILHEAD-HOST-NAME> with the real name in the following properties in the Trailhead.properties file:

Destination9.Name=SysBusy
Destination9.Type=NOCALL
# URL of the page - replace <TRAILHEAD-HOST-NAME> with real name
Destination9.URL=http://<TRAILHEAD-HOST-NAME>/CiscoTH/pub/html/Forms/blender/sysbusy.html
Destination9.Substitute=false
Destination9.SystemBusy=true

Destination10.Name=sysnoagents
Destination10.Type=NOCALL
# URL of the page - replace <TRAILHEAD-HOST-NAME> with real name
Destination10.URL=http://<TRAILHEAD-HOST-NAME>/CiscoTH/pub/html/Forms/blender/sysnoagents.html
Destination10.Substitute=true
Destination10.SystemNoAgents=true

Destination11.Name=SysError
Destination11.Type=NOCALL
# URL of the page - replace <TRAILHEAD-HOST-NAME> with real name
Destination11.URL=http://<TRAILHEAD-HOST-NAME>/CiscoTH/pub/html/Forms/blender/syserror.html
#Destination11.ErrorCode=500
#Destination11.ErrorReason=System Error - please try later
Destination11.SystemError=true

Additional properties are included in the file for holidays and after hours terminations.

Note: For DcICM, the destination names must match the ICM labels.