Example Cisco Unified Gateway Post-Routing Scripts

In Cisco Unified Gateway deployments where the Cisco Unified CCX system is connected to a Cisco Unified ICME system as the child system, the Cisco Unified CCX system can use the Cisco Unified ICME system for post routing. Post routing is typically used to enable the Cisco Unified ICME system to determine the best routing solution based on the current situation at the contact center.

The following are three sample post-routing scripts that illustrate three different ways of post routing through the Cisco Unified Gateway. In each of these examples, the script accepts the call from the Cisco Unified CallManager in the Cisco Unified CCX system and then queries the Cisco Unified ICME system through the Request Route step. The Cisco Unified CCX system then routes the call based on the return value of the Request Route step supplied by the Cisco Unified ICME system.

In the first sample script, the call is routed to a CSQ. In the second sample script, the call is routed to an agent. And in the third sample script, the call is routed to a route point.

These are the sample scripts:

• PostRouteSelectCSQ.aef: The Request Route step returns a label corresponding to a CSQ which is used in the Select Resource step.

• PostRouteSelectAgent.aef: The Request Route step returns a label corresponding to an agent extension which is used in the Select Resource step.

• PostRouteSelectSimple.aef: The Request Route step returns a label corresponding to a route point which is used in the Call Redirect step.

Each of three sample Cisco Unified CCX scripts presume a Cisco Unified ICME script designed to interact with the Cisco Unified CCX script, depending on what Cisco Unified CCX resource is wanted: a CSQ, an agent, or a route point.