Script Administration

Step 2   Using the drop-down lists, select the following:

Step 3   To validate the route of a network transfer call target, select the Use Network Transfer check box and specify a routing client and a dialed number.

Step 4   Use the drop-down list to select Routes Used Directly by Script (the default) or Translation Route Used in Script. The routes referenced in the script appear in the left column. (If any of these routes do not have an associated label that is valid for the routing client and dialed number you have chosen, an error message appears in the Errors field.)

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Note   To see the configuration details for a translation route, select the route name and click the View Translation Route button. (This button becomes enabled when you choose a specific translation route.) The Translation Route dialog box appears.

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Step 5   To see the specific peripheral targets associated with a route, select the route name in the left column. The associated peripheral targets appear in the center column.

The routes referenced in the script appear in the left column. If any of these routes does not have an associated label that is valid for the routing client and dialed number you have chosen, an error message appears in the Errors field at the bottom of the window.

Step 6   To see the specific labels associated with any of these peripheral targets, select the peripheral target. The associated peripheral targets appear in the right column.

The following symbols might appear next to a label:

• ^RC. The label is not valid for the specified routing client.

• ^DN. The label is not valid for the specified dialed number.

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  Note   For more information about script version numbers, see the "General Script Administration" section.

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Note   From the Peripheral Target dialog box, you can access information about the route by clicking the Route button.

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Step 8   To correct any problems you find through Check Routes, make changes within the Script Editor or the Configuration Manager.

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Note   Remember to save any changes!

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Step 9   To see the effect of changes, click the Reload button in the Check Routes window. (If you have created a new version of the script, be sure to update the Version field.) Check Routes reads the latest version of scripts and configuration data from the local database.

There are three methods for setting the active version of a script:

• The Script Editor's Options > Preferences command

• The Script Editor's ScriptMake Active Version command

• The Script Explorer's Activate button

How to use the Options > Preferences command

Step 2   Choose a checkbox setting for the Automatically Make a Script Active When Saved checkbox:

• If you select the first checkbox in the dialog box, then whenever you save a valid script, ICM software makes that new version the active version.

• If you deselect this checkbox, then you must manually activate the script.

How to use the Script > Make Active Version command

In an open script in edit mode, select Script > Make Active Version or click the Make Active Version button. ICM software makes the open script version the current active version.

How to use the Script Explorer to set the active version

Step 2   Select a script version and click the Activate button. ICM software makes that version the active version.

Step 2   Optionally, use the Display Count From section of the dialog box to choose how to display the number of calls processed. Whichever option you choose, the counts are updated every 15 seconds. This allows you to see which scripts are currently handling calls.

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Note   The Call Count values are associated with scripts, not necessarily with call types. If the script has been scheduled for more than one call type, the Call Count value includes all calls processed by the script regardless of call type.

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Step 3   To see all administrative scripts scheduled for the current date and time, click the Administrative Scripts tab. This lists all administrative scripts.

Step 2   Click the Schedules tab.

Step 4   Select the script you want to schedule and click the Period tab. Initially, this shows the default schedule. The default is to activate the script all day, every day.

Step 5   In the Date Range, Recurrence Pattern, and Duration sections, specify the range of times when this script may run.

For example, you might define a schedule that runs the script from 9:00 AM through 5:00 PM every Monday, starting after February 14, 2000.

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Note   For more information about setting the Date Range, Recurrence Pattern, and Duration fields for a schedule, see "Call Types". Optionally, click the Description tab and add some descriptive text about this schedule.

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Step 6   Click OK to submit the entry to the schedule and return to the Call Type Manager.

Step 7   Click OK to close the Call Type Manager and save your changes to the ICM database.

Step 2   Click the Add button. The Add Administrative Schedule dialog box appears, opening at the Script tab.

Step 3   Select the script you want to schedule and click the Period tab.

Step 4   Specify when you want the script to be active:

• The first execution occurs at the start time of the schedule. In the preceding example, the script Check System first executes at 6:00 AM.

• The last execution occurs before or at the end time of the schedule. In the preceding example, the last execution occurs at 6:00 PM.

• The timing of script execution might not be exact. Typically, scripts execute within a few seconds after the scheduled time. The last script execution might occur slightly after the scheduled end time.

Step 2   Specify the following:

• Label position. (Slider.) Choose whether to display connection labels close to the node (Origin), close to the targeted node (Destination), or half way in-between (Center).

• Display monitor labels. (Checkbox.) If this box is checked, then when the Script Editor is in Monitor mode, labels display for each connection from the node. If the box is not checked, no labels display for connections from the node.

Step 3   Click OK to apply changes and to close the Select Properties dialog box.

• Select File > Open to access the Open dialog box and choose the Monitor option from the Open Mode drop-down list.

• From within an open script in the Script Editor workspace, select Script > Monitor Script or clicking the Monitor Script button.

• From within the Enabled Scripts dialog box, by selecting the Monitor radio button in the Open Script in Mode section and clicking the Open button.

The script displays in Monitor mode in the Script Editor workspace.

• Select Script > Monitor Options.

• Click the Monitor button on the status bar.

A drop-down menu appears.

Step 2   Choose among the following options:

• Start of Day. Initial monitor values are totals since midnight. New values are added to these totals every 15 seconds.

• Starting Now. Initial monitor values are all zeros. New values are added to these totals every 15 seconds.

• For Each Interval. Initial monitor values are the values reported for the most recent 15-second interval. New values are added to these numbers every 15 seconds.

• Percentages for Each Node. The percentages for each connection from a node are calculated by dividing the number of executions that passed though the connection by the number of executions that entered the node. All connections coming from each node add up to 100%.

• Percentages for Entire Script. The percentages for each connection are calculated by dividing the number of executions that passed through that connection by the total number of executions handled by the script.

By default, the Real-Time Data window displays information about the Services referenced in the current script. (Scroll to the right to see additional columns.) The values in the screen are updated continuously as new real-time data arrives at the Admin Workstation.

Step 2   To display information about skill groups or scheduled targets, rather than services, change the value in the field in the upper-left corner of the Real-Time Data window. The window contents automatically change to show skill group data.

Step 3   When done using the window, click Close.

How to change the real-time data configuration

Use this dialog box to add new columns, remove existing columns, reorder the columns, or change the column labels.

Step 2   Select a Routing target type (Service, Scheduled Target, or Skill groups). This updates the other fields:

• The Real-Time Columns list contains all the real-time columns available in the database for the target type.

• The Routing Target Columns list contains the columns to be displayed in the Real-Time Data window.

• If you select a column in the Routing Target Columns list, the heading for that column appears in the Column Header field.

Step 3   Use the Add and Remove buttons to move columns between the lists. Use the Move buttons to change the order of the selected columns. (To change back to the default column order, click the Default Columns button.)

Step 5   Optionally, click the Short Headers / Long Headers radio buttons to change between the full and abbreviated forms of the default column headers. The abbreviated forms are typically three to four letters. (For example, AHT is used for Average Handle Time.)

How to start the Router Log Viewer

Start Router Log Viewer from the ICM Admin Workstation group. The Router Log Viewer window appears.

The top field of the Router Log Viewer window displays information about each call ICM software has routed, including:

• Viewing a script's properties

• Changing the name of a script

• Deleting a script version

Step 2   Select File > Script Explorer or click the Script Explorer button on the main toolbar. The Script Explorer dialog box appears, listing scripts by customer and business entity.

Step 3   Select a script and do one of the following:

• To set the active version of the script, select the version and click the Activate button.

• To view its properties, rename it, or delete it, click the appropriate button.

Step 4   When finished, click Close.

Step 2   Optionally, change the File Name.

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Note   You cannot change the file type; the script can only be saved in .ICMS format.

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Step 3   Click Save. If the file name already exists, the system prompts you to confirm the save.

Step 4   If prompted, click OK.

Step 2   Choose a file name with an ICM Script extension (.ICMS) and click Open. The Script Editor performs automapping and the following happens:

• If all imported objects were successfully auto-mapped, a message window appears prompting you to review the mappings. Click OK to access the Object Mapping dialog box.

• If some imported objects were not successfully auto-mapped, the partially mapped script is opened as a new script in Import mode and the Object Mapping dialog box appears, with all unmapped objects labeled "Unmapped."

The Object Mapping dialog box contains three columns:

• Object Types. The type of the imported object.

• Imported Object. The name of the imported object.

• Mapped To. What this imported object will be mapped to.

Step 3   Optionally, click an Imported Object value. The Mapped To column's drop-down list shows all the valid objects on the target system. (The Script Editor window also highlights the script nodes that refer to this object.)

Step 4   Optionally, select an object from the Mapped To drop-down list on the target system that you want to map the imported object to.

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Note   Multiple objects may be mapped to the same target. Objects may be left unmapped; however, the resulting script will not be valid until the script elements referencing these objects are edited.

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Step 5   When the mapping is complete, click Apply and Finish.