Introduction

The key element in a Cisco Unified CCX script is a contact, which represents one form of connection with a remote customer. A contact can be a telephone call, an e-mail message, or an HTTP request.

Scripts use contacts to track connections through the system. The contact is established when the connection is made. The contact lasts until the connection is terminated, as when the script transfers or disconnects a telephone call, responds to an HTTP request, or sends an e-mail message.

You can use the steps of the Cisco Unified CCX Editor to design scripts that handle multiple contacts within the same script.

This chapter describes the design of such a script, the broadcast.aef script example.

This script also demonstrates the use of the Place Call step, the Call Subflow step, steps from the Java palette, and annotations to explain various sections of the script.