Call Types

Each call type is associated with one or more dialed numbers. For each dialed number, you can limit the call type to only those calls with specific CLID values and with specific CEDs.

Note   Using call types to categorize incoming calls is just one segmentation method the Script Editor provide. For information on further refining call categorization, see "Segmentation" and "Target Selection".

You can further refine call types by combining CLID and CED qualifiers. For example, you could have separate call types called Massachusetts_Sales, Massachusetts_Support, etc.

Within the Script Editor, you associate call types with specific combinations of DNs, CLIDs, and CEDs through the Script Editor's Call Type Manager dialog box.

The following sections describe how to define your call types and how to set up the associations between call types and specific call qualifiers.

Note   For information on configuring dialed numbers, see the Cisco ICM Software Configuration Guide.

Typically, every dialed number is associated with one or more call types. Use CLID and CED values to refine the call segmentation.

By default, ICM software compares the list of values against the calling line ID of the call. In practice, however, you're more likely to define a call type that applies to one or more entire area codes or local exchanges.

For example, you might want to define a call type for all calls from the 508 area code. In that case, specify 508 as the CLID prefix. If you want to limit the call type to only calls from the 486 exchange within the 508 area code, specify 508486 as the CLID prefix.

Using a CLID prefix in a call type association limits you to a single prefix. Regions provide a way to associate a call type with more than one prefix.

The prompt might occur in the long distance carrier network or at a call center to which the call is routed. Regardless of where the prompt occurs, you can use this information to classify the call.

Step 2   Click Retrieve to enable the add button. Then click Add.

Step 3   In the Attributes tab, enter the following:

• Name. An enterprise name for the call type. This name must be unique among all call types in the system.

• Customer. (selection list.) The customer to be associated with the call type.

• Service level threshold.

• Service level type.

• Description. Additional information about the call type.

Step 4   If the Security tab is enabled, click it and enter the access rights you want associated with this call type. See the online help if you have questions.

Step 5   When finished, click Save.

Step 6   Click Close to close the Call Type List tool.

Before you use the call type you've defined, you must associate it with a specific dialed number and with the CLID and CED values that you want.

Note   The following procedure shows how to use the Configuration Manager to associate a dialed number with a call type. You can also use the Script Editor's Call Type Manager to do the same thing.

Step 2   Click the Call Type Mapping tab, choose the dialed number from the drop-down list, and click the Add button. The Add Dialed Number Entry dialog box appears.

Step 3   Enter values for the following:

• Calling Line ID. (Radio buttons.) Specify whether all CLID values are valid for this call type or limit values to a predefined region, a CLID prefix, or a specific CLID value.

• Caller-Entered Digits. (Radio buttons.) Specify whether all CED values are valid for the call type or limit the call type to cases where no CEDs are entered, no CEDs are required, or a specific CED value occurs.

• Call Type. (Selection list.) Choose the name of the call type.

Step 4   Click OK to return to the Call Type Mapping tab. The Script Editor inserts the new value at the end of the list. To sort the list from the most specific to the most general, click Sort. To customize the list order, use the Up and Down buttons.

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Note   ICM software does not save the new call type association until you click OK in the Call Type Manager.

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A parent region may contain one or more child regions plus one or more additional prefixes. A parent region may also be a child region of a still greater region. In this way, you can create many layers of nested regions.

Several special rules apply to views and their regions:

• A view always contains exactly two levels of regions: region groups, which can be thought of as parent regions (for example, a collection of states) and regions, which can be thought of as child regions (for example, the predefined state regions).

• Region groups in a view contain only regions. They do not contain any additional prefixes.

• All views share the same regions. You must use the regions predefined by ICM software (the state regions). You can optionally add your own regions.

• Every view contains a special region group called UNASSIGNED. Any regions that are not members of another region group within the view are members of UNASSIGNED.

If you define your own custom views, you can create your own region groups.

• Region Explorer. Lets you define views and parent regions for views. It also lets you change the assignments of sub-regions to parent regions in region views.

• Region Editor. Lets you define prefixes, sub-regions, and regions that are not used in views.

In the Region Explorer:

• You can create and view custom region views and custom region groups, but you cannot create or delete regions and prefixes.

• You can also move regions between groups in a view. However, you cannot include sub-regions in a region. The Region Explorer has only three levels: Region View, Region Group, and Region.

In summary, in the Region Explorer, you cannot create new regions, though can create different groups of regions. The number of default regions is always the same, but the groups you put them in can be different.

How to see the currently defined region views

Step 2   In the Select filter data box, select the filter options you want and click Retrieve.

Note   To expand an element in the tree, click the plus sign (+) next to it. (The plus sign changes to a minus sign (-) when the branch is expanded.) To collapse the branch, click the minus sign.

Each view consists of one or more group regions. Each group region contains zero, one, or more regions. You cannot modify the regions within the Region Explorer. You can define new group regions (defined as a set of regions) and move regions (defined as a set of prefixes) among group regions.

ICM software predefines a region for each U.S. state. In the following example, the NorthEast USA region contains six states.

How to view currently defined regions

The left side of the Region Editor window contains a graphical list of regions which shows how individual regions are related to one another.

Step 2   Select a region in the graph to display its properties in the property tab on the right side of the window.

Note   The Region Explorer displays a limited number of tree levels (region groups and regions). In the Region Editor, the number of tree levels is not limited. That is why the add buttons are named Add Region (to the selected region) and Add sub-Region (to the selected region).

The following two diagrams illustrate how the same data is both stored in the database and displayed in the Region Graph.

You can schedule a script to be enabled during a specific time period every day or only on certain days. You can specify days of the week, days of the month, days of the year, or specific dates on which the script becomes enabled. You can also specify days within each two week period.

How to add a call type schedule

Step 2   To see the scripts scheduled for a call type, click the Schedules tab and select the Call Type from the drop-down list.

Step 3   Click the Add button. The Add Call Type Schedule dialog box appears.

Step 4   Optionally, select a Business Entity.

Step 5   Select a Script name.

Step 6   Select the Period tab and enter the following:

• Date Range. Set the dates for which you want the schedule to be in effect. The start date defaults to the current date. The end date defaults to none (the schedule continues indefinitely).

• Recurrence Pattern. Specify exactly which days the script becomes enabled. For example, if you want the script to be enabled only on weekdays (Monday through Friday), choose Daily and Every Weekday. The value you select from the first column (Daily, Weekly, etc.) changes the choices in the second column. (See the following section for details about the recurrence pattern choices.)

• Duration. Specify the period of the day during which you want the script to be active. The default, 12:00 AM to 12:00 AM, indicates that the script is active all day.

Step 7   Click the Description tab. The top of the dialog box contains text describing the Period tab. Check the text to be sure the schedule is set as you want.

Step 8   Optionally, add a comment in the Description field.

Step 9   When finished, click OK. (Changes you have made to the call type schedule do not take effect until you click OK in Call Type Manager.)

For example, if many agents attend a regular meeting on the second Wednesday of each month, you might want to schedule different scripts to be active during that time.

If you want to specify that a script is active on specific days of a specific month (for example, the second Sunday in February), choose Yearly scheduling.

You can also use the Monthly option to specify a specific day of every month. If you choose the second radio item, you can specify the ordinal day of the month.

In this example, the script is active on the 12th of each month.

• If you choose the second radio set item, you can specify a specific day of the year. In that case, the script is active on only that day.

If you want the script to be active on several specific dates of the year, you can enter a separate schedule entry for each date.

To ensure that the script you want is enabled when you want it enabled, adjust the schedule accordingly.