When Trailhead receives the label from the ICM, it extracts the destination name and the routing address that should be used for the call from the label name. In most cases, script labels should follow this format:
<destination name><delimiter><routing address> where
<destination name> indicates the location of the call center to which the request is routed.
Important: The destination name portion of each label must match the names of your Trailhead destinations. See the Defining and naming destinations section of this guide for more information.
<delimiter> is any character used to separate the two portions of the label. You can define the delimiter to any character of your choice. (We suggest using a hypen.) See the Configuring destinations section of this guide for more information. (Note that you can choose not to use a delimiter, but rather a length-based parsing method for passing this information in the ICM label. See Reserving a number of characters for the destination name, below for more information.)
<routing address> is the numeric identifier used by the ACD to determine how to queue the call. For example, in the Lucent Definity, this is the vector directory number (VDN).
For example, the label Boston1-12345 indicates that the call should be routed to the Boston1 location, and to VDN 12345.
For more information on ICM Scripting logic, see the ICR System Manager Guide.
You can choose not to use a delimiter in your label names, you can configure Trailhead to interpret the first n characters in a label name as the destination name. The ICMLabelLength property in the Trailhead properties file lets you specify how many characters reflect the destination name.
For instance, in the properties file for the Trailhead servlet, you might specify the ICMLabelLength property as 8. If the Label name is SanJose112345, Trailhead will interpret the first 8 characters as the destination name, or SanJose1. The routing address, therefore, is the remainder of the label name, or 12345.
If you choose this method, make sure your ICM Script labels follow the convention specified in the IcmLabelLength property in Trailhead.CiscoVRU.properties.