ICM call types

arpitnarula · ‎04-10-2008

Hi,

Can we change the call type within a script?

Regards

Arpit

Riccardo Bua · ‎04-11-2008

Hi Arpit,

yes you could do it via the requalify node and it is recommended if you want to provide better reporting granularity.

To make a basic example if your call is moving from the front end to a specific back end office, say finance, you'd like to flag that call as a calltype finance to know how many finance calls have been received.

Regards,

Riccardo

arpitnarula · ‎04-11-2008

Thanks Riccardo,

So it means that if the ICM is running a script, say sample.icm, by categorizing a call of calltype A, then in sample.icm we can change the calltype to B and further processing will be based on calltype B.

Riccardo Bua · ‎04-11-2008

Correct, please check page 37 here with a graphical sample:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_5_0/user/guide/Routing_Scripting_50.pdf

Regards,

Riccardo

geoff · ‎04-13-2008

FYI - requalify is not the same as just setting the call type. If you don't want to divert the call to another script, just set the call type again. Calls will all leave the first call type in a WebView report under "Overflow Out". I do this all the time in IPCC.

Regards,

Geoff

arpitnarula · ‎04-15-2008

Thanks Geoff and Riccardo for your inputs.