Creating Script Selector

The Script Selector (also called Dialed Numbers) ensures the addressability of the Media Routing Domain. This (Dialed number String) is used by the task-creation/injection API.

Procedure

Step 1

Select Dialed Numbers from the Call option of the Manage menu.

Step 2

Create dialed numbers for Task Routing. Add the numbers or strings that the third-party multichannel application will use (via API) when submitting task requests.

For Routing Type, select Customer Collaboration Platform.

For Media Routing Domain, select one of the Task Routing MRDs you created.

For Call Type, select a call type that you created for Task Routing.

Note

Each dialed number must be associated with a call type. Default call type is not supported for tasks submitted with Task Routing APIs.

Step 3

Create a Network VRU Script that references the Network VRU (MR_Network_VRU).

The Network VRU Script is used to return estimated wait time to customers.

You can accept the default values.

When you configure the Network VRU Script, you specify whether it is interruptible. The Interruptible setting for the Network VRU Script controls whether the script can be interrupted (for example if an agent becomes available). This setting is not related to the Media Routing Domain Interruptible setting, which controls whether an agent working on a task in that MRD can be interrupted by a task from a non-interruptible MRD.

For more information on writing scripts to return estimated wait time, see the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide

Desk Settings

If agents will use a Task Routing gadget in the Finesse desktop, leave the Logout Inactivity Time setting for those agents blank or delete the existing value. Otherwise, if the agent exceeds the Logout Inactivity Time in the voice MRD, the agent is logged out of the Cisco Finesse desktop, even if the agent is actively working on tasks from non-voice MRDs. The agent needs to log into the desktop again to continue working on the non-voice tasks.

Increasing TCDTimeout Value

Complete this procedure only if you are using precision queues and routing tasks with potentially long durations, like emails. Several precision queue fields in the Termination_Call_Detail record are not completed until the end of a task. These precision queue fields are blank for tasks whose durations exceed the TCDTimeout registry key value. The default value of the TCDTimeout registry key is 9,000 seconds (2.5 hours).

Procedure

	Command or Action	Purpose
Step 1	If you are configuring a system to handle email or other long tasks, you can increase the TCDTimeout registry key value to a maximum of 86,400 seconds (24 hours).
Step 2	Change the registry key on either the Side A or B Unified CCE Rogger.
Step 3	Modify the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\Icm\<instance me>\Router<A/B>\Router\CurrentVersion\Configuration\Global\TCDTimeout .