Mapping ICM Variables to Web Variables

ICM also passes caller data through each label to the Web PG. The Web PG then sends a Route Select message to Trailhead. You use a text file called an output map (out.map.properties) to map ICM values received in the Route Select message to web-based values that can repopulate the web request. The output map is optional.

The format of each entry in the file is as follows:

<ICM variable> = <Web variable>

Using the Output Map to Enhance ICM/Collaboration Reporting

The output map is particularly important if you want to be able to identify Web calls in your Collaboration reports. You can write an ICM script to associate a unique identifier, such as the ICM Router Call Key, with each Web call. You can then use the output map to place the identifier in one of the Collaboration call variables.

For instance, if you placed the ICM call identifier in ICM Call variable 6, an entry in your output map might be:

CallVar6=User1

This entry specifies that the value in the call variable 6 field on the ICM system should be placed in to User1 field in the Collaboration Server data base. The value in the User 1 field is displayed in the Collaboration Adminsitration Request report (see Reporting on Web calls and Understanding the ICM script in this guide for more information.)

See The Web Request in this guide for a complete list of Web callform variables.

A sample output map appears in the Configuration File Reference section of this guide.

Note: You can also pass any of the Web fields to the Cisco ECTI server. See Passing data to the Cisco ECTI server for more information.