Preface

Change History

This table lists changes made to this guide. Most recent changes appear at the top.

Change

See

Date

Initial Release of Document for Release 12.0(1)

January, 2019

Added Requery Support to the Agent to Agent Node

Transfer Calls from Agents to Agents

Added information about ECC payloads

ECC Payloads

ECC Payloads in Scripts

ECC Payloads with NAM or ICM-to-ICM
Updated documentation for script validation, default call types, and navigation details for finding nodes in Common Task section. Modified the section for Expanded Call Context Variables for Web Callback and removed the references of CMB. Updated the section with information related to ECC (Enterprise Chat and Email) variable.

Viewing Modes

Common find nodes dialog box properties

Expanded Call Context Variables for Web Callback
Added information related to "Business Hours Variables" and "Dynamic Formula for Business Hours". Use of Formulae

About This Guide

This manual describes how to use the Script Editor tool for Cisco Unified Intelligent Contact Management (Unified ICM) and Cisco Unified Contact Center Enterprise (Unified CCE) to create and maintain routing and administrative scripts.

Audience

This document is intended for system managers. A system manager must have a general understanding of contact center operations and management, and specific information about the contact centers and carrier networks connected to a Unified ICM/Unified CCE system.

Related Documents

Documentation for Cisco Unified Intelligent Contact Management/Cisco Unified Contact Center Enterprise, as well as related documentation, is accessible from Cisco.com at: https://www.cisco.com/cisco/web/psa/default.html.

Related documentation includes the documentation sets for Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (Unified CVP), Cisco Unified IP IVR, and Cisco Unified Intelligence Center. The following list provides for information:

Communications, Services, and Additional Information

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  • To submit a service request, visit Cisco Support.

  • To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco Marketplace.

  • To obtain general networking, training, and certification titles, visit Cisco Press.

  • To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.

Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices:

  • Cisco Security Advisories

  • Field Notices

  • End-of-Sale or Support Announcements

  • Software Updates

  • Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/mynotifications.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names.

For example:

  • Choose Edit > Find.

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.