Scripting on a Cisco Unified Gateway System

The Cisco Unified CCX Editor contains three steps that specifically interface with the Cisco Unified Gateway:

  • Get Enterprise Call Info / Set Enterprise Call Info (Call Contact palette).

    Use these steps to retrieve or send data from one part of your system to another. In an Cisco Unified Gateway deployment this enables getting/setting data from Cisco Unified CCX to the Cisco Finesse Desktop.

Note

This step should be placed in a CRS 4.0 script before the call gets connected to an agent. This means the step in the script should be placed before the Request Route or Select Resource Step.

  • Request Route (ACD palette).

    Use the Request Route step to request a call routing location from Cisco Unified ICME software. A Cisco Unified CCX script can then use that location to redirect a call. The Request Route step has two output branches:

    • Selected. The Request Route step successfully returned a routing destination from Cisco Unified ICME software.

    • Failed. The Request Route step failed to return a routing destination from Cisco Unified ICME software.

See the Cisco Unified Contact Center Express Scripting and Development Series: Volume 2, Editor Step Reference Guide for descriptions of the preceding steps.