Hi,
Set Contact Info Step:
Use the Set Contact Info step to modify the context information associated with a contact. You can use
this step at the begining of the script to mark the contact as handled in the following scenarios: redirect,
transfer, terminate, and abandon. The default value for all of these attributes is true.
Set Contact Info Customizer Window
The Set Contact Info step often follows a Redirect step in the script, in order to mark the contact as
Handled.
A contact can be marked Handled only while it is active. Once a contact becomes inactive (for example,
after a successful transfer), the script has a maximum of 5 seconds to mark the contact as Handled;
otherwise the mark will have no effect in reporting.
The system automatically marks a contact as Handled when the contact is connected to a Cisco Unified
CCX or Intelligent Contact Management Enterprise (ICME) agent.
Note You cannot mark a contact as unhandled. Once a contact is reported as Handled, it will always be
reported as such.
Set Contact Info Properties
Property Description
Contact Contact variable for which you want to set information.
Default is Triggering Contact, unless another contact is defined.
Attributes/Names
and Values
Attribute names and values of contact information types. Valid choices are:
• Handled—Final result of contact; this is important for reporting purposes
• Language—Language that is used to retrieve prompts and/or grammars when
interacting with the contact.
• Session—Specified contacts can be associated with a different session object.
• Auto Handled on Redirect—It indicates whether to mark the contact as
handled in case of redirected call without waiting for it to be marked as
handled from Set Contact Info Step.
• Auto Handled on Transfer—It indicates whether to mark the contact as
handled in case of transferred call without waiting for it to be marked as
handled from Set Contact Info Step.
• Auto Handled on Terminate—It indicates whether to mark the contact as
handled in case of terminated call without waiting for it to be marked as
handled from Set Contact Info Step.
• Wait for Handled on Abandon —It indicates whether to wait for the handled
event before posting "CONTACT_TERMINATED" event for the Contact
Set (button) Select an attribute and click Set. The following happens:
• If you selected Handled, an X appears in the Value column.
• If you select Language or Session, the Set Contact dialog box appears. Use
the Select Variable drop-down menu or Expression Editor to choose a desired
variable and click OK.
Clear (button) To remove Attribute information, highlight a value in the list and click Clear.
Reference: page 49 onwards.
Cisco Unified Contact Center Express Editor Step Reference Guide,Release 8.5(1)
Hope it helps.
Anand
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