ICM scripts are selected by the incoming ICM call type. ICM call types refer to different categories of calls; for instance a call type might be set up for Sales; another might be set up for Service. When a call comes in for Service, ICM selects and runs the appropriate script.
The call type for Web calls is determined by the Dialed Number (DN) field either by itself or with any combination of the Automatic Number Identification (ANI), and the Caller Entered Digits (CED) fields in the incoming Route Request Message.
In your input map, ensure the following Web variables are passed to these ICM variables:
ICM Variable |
Web Variable |
DN |
"<script number>" or Route (see section below). |
ANI |
PHONENUMBER |
CED |
NAME |
You can set the DN field to a literal string by enclosing the script number within quotation marks. For instance, you can ensure that 1000 is always passed in the DN field by including the entry DN="1000" in your input map.
If you choose to map DN to a literal string, and if it is the only Route Request variable used to select the script, be aware that you will be able to run only one script for your Web requests--the script mapped to the literal passed in the DN field. If you also use the ANI and CED variables when setting up the Web call type, however, you can run multiple scripts.
If, however, you choose not to use a literal string, you can set the DN to equal the value in the Route field on the Web callback form. You can then maintain several scripts to route Web requests, based on whatever value is entered in the Route field on the callback form. Keep in mind, however, that setting the DN to a Web variable means that whatever is entered in the Route field will be mapped to the DN on the ICM Web PG. If a Web user tampers with call form data, in particular with the Route value, an unexpected value may be returned and mapped to the DN field. It is therefore possible that a Web-routing script may be selected that is different from the script you intended.