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This manual describes how to use the Cisco Intelligent Contact Management (ICM) software's Script Editor tool to create and maintain routing and administrative scripts.
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Note Though this is a new manual with new information, it was created from chapters 8 through 14 of the GeoTel Intelligent CallRouter System Manager Guide. That book has now been divided into this book and the Cisco ICM Software Configuration Guide. |
This document is intended for Cisco ICM system managers. A system manager should have a general understanding of call center operations and management and specific information about the call centers and carrier networks connected to the Cisco ICM.
The following table describes the information contained in each chapter of this guide.
| Chapter | Description |
|---|---|
Introduces the tool you will use to create and modify routing scripts. | |
Explains how to define call types and set a default call type, describes geographical regions and prefixes, and introduces the region tools: the Region Editor and the Region Explorer. | |
Explains how to further refine call type definition and schedule, change script processing paths, query an external database, or access an external application. | |
Details the rules and expressions that you can use to choose from a group of potential targets for a call. | |
Describes the Formula Editor and the variables, operators, and functions that you can use in ICM script expressions. | |
Describes the nodes that make up the Network VRU feature, which lets you divert a call to a voice response unit for additional processing. | |
Describes how to perform administrative tasks for scripts. | |
Explains how to install and use the Internet Script Editor software. | |
Provides a quick reference for each of the nodes and routing target types supported by the ICM scripting language. |
This manual uses the following conventions:
| Format | Example |
|---|---|
Boldface type is used for user entries, keys, buttons, and folder and submenu names. | Choose Script > Call Type Manager. |
Italic type indicates one of the following:
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An arrow (>) indicates an item from a pull-down menu. | The Save command from the File menu is referenced as File > Save. |
For additional information about Cisco Intelligent Contact Management (ICM) software, see the Cisco web site listing ICM documentation .
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Posted: Tue Jun 25 08:42:37 PDT 2002
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