Script Flow for the PostRouteSimple.aef Script

Procedure

Step 1

The Cisco Unified CCX script accepts the call from the Cisco Unified CallManager.

Step 2

The Set Enterprise Call Info step put the value contained in the local CSQ variable into the Enterprise call.PeripheralVariable5. This means that value can then be used in the Cisco Finesse Desktop software or in a Cisco Unified ICME script. This might be used, for example, to display the current CSQ on the Agent Desktop.

Example:

Configured General tab of the Set Enterprise Call Info Step

Expanded Call Variables are not used in this sample script.

Step 3

The Request Route step requests a label from the Cisco Unified ICME system which the Cisco Unified ICME system sends back and which is stored in the RouteSelect variable. In this example, the returned value is a route point rather than an agent or CSQ identifier. For example: extension 13526.

Example:

Configured General tab of the Request Route Step
Step 4

The Set Enterprise Call Info step puts the route point contained in the routeSelect variable into the enterprise call variable, call.PeripheralVariable2. This variable can be used to display the phone number on the Cisco Finesse Desktop.

Example:

Configured General tab of the Second Set Enterprise Call Info Step

Expanded Call Variables are not used in this script.

Step 5

The Cisco Unified CCX script, in the Call Redirect step, redirects the call to the selected route point and is stored in the string variable routeSelect.

Example:

Configured General tab of the Call Redirect Step
Note

The Redirect step essentially places a new call—terminating the original call. This results in a double-counting for statistics regarding the Connected state.

Step 6

In the case of failure from the Request Route step or the Call Redirect step, the script is designed to route the call through the Select Resource step to the default CSQ specified in the CSQ variable.

Example:

Configured General tab of the Select Resource Step

If no resource is available in the default CSQ, then the call stays queued until a resource becomes available or the call is dropped by the caller.

Configured Prompt tab of the Play Prompt Step

In the General tab of the Play Prompt Step:

  • Triggering Contact is selected as the contact

  • Interruptible option is Yes. This means that as soon as the call is answered, this queue prompt will be interrupted.

In the Input tab of the Play Prompt Step:
  • Flush Input Buffer option is No
    Configured General tab of the Delay Step