Counter in ICM script

Hi,
I am building CVP micro-app based ICM scripts.
I have been provided with call-flow diagrams that show counters being used to control the flow in the Queue. Say if the caller has passed through a bunch of messages and queue music 10 times, the caller should be routed to voicemail.
Can anyone tell how it can be set up?
Thank you,
Dilip

Some of the limitations I can remember (I've not done a project with microapps in about 2 years) the data in the PVs doesn't get updated and you have to add extra nodes to clear something in order to get the right data. Messy scripts, you have to add new nodes every time you want to run a new prompt or a second menu. The configuration params are not intuitive. Debuggins is more difficult as you don't have control over what can be put in to a log.
Not a big deal really, but Studio apps are so simple and provide some much room to grow that I just can't imagine ever going back.
david

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Agent States in ICM script

Hi,
I would like to know if the states of an agent such as Logged on and Ready can be checked in ICM scripting .
We are developing a script which will check the agent state Logged on and then checks the agent state ready , only if these conditions are satisfied then the call will route to that particular agent.
If agent is not logged on, then it will route to one skillgroup and if agent is logged on , but not available/ready then it will land to voice mail.
The approach which i am following is to assign each agent with one particular skillgroup and check these states.
Please let me know if any other approach can be followed .
Regards
Deepak

Hi deepak,
Before you route the call to the SkillGroup, you can have a IF Node to check the LoggedOn count and Available/Ready and route accordingly as you need.
IF SkillGroup.LoggedOn=0 in Formula Editor
Right branch connected to the SkillGroup you required
Wrong branch connected to another IF node and if SkillGroup.READY=0 have the Right branch connected the Voicemail
You can also accomplish this just by 1 IF Node using AND and OR operators
Just have a look at Using Formulas section in the below Scripting and Media Routing Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/ipce80sg.pdf
Regards,
Senthil

Migrating from ICM scripts to CVP-VXML Apps

Good day all.
Currently we are running on:
ICM 7.2
CVP 4.1
CUCM 6.
Call flow: using ICM-Script Editor
Applications: Using apps deployed on CVP-VXML server. they are called in ICM scripts.
Well my dilemma is this. We have planned to move all call flows from ICM-Scripts to Call Studio based apps/Scripts.
Now I have studied Call studio and VXML flows, and know that CallStudio/VXML scripts can be run directly from Gateway->ICM->CVP/VXML or in the traditional way called in ICM script.
If we deploy a full Standalone model with ICM lookup (no ICM scripts involved) then how is call queing for SkillGroups/agent transfers handled? do call studio based scripts have the capability, or will we have to include ICM scripts for this?
Secondly, when migrating from ICM scripts to Standalone+ICm lookup model, the current gateway configurations (ie apps, Dial plan and Dial plan to script matching for EACH dialed number) will have to be reconfigured? So as the Dialled number will directly translate to the IVR menu on VXML script?
Need expert inputs on this.
Regards,
AAK.

Hi Asif,
When you use the CVP as Standalone model, its purely for SelfService, Queuing is not possible even if you use Standalone with ICM Lookup. There is no concept of SkillGroups using CVP as Standalone
After the self service treatment is done, you can either transfer the call to CUCM or TDMACD
If you need queuing, you have to go for Comprehensive model.
If you want to go for a StandAlone Model, You will need to configure the Application Name, VxmlServer everything in the Gateway. Have a look at the config guide for CVP Standalone section
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp4_1/configuration/guide/cvp41cfg.pdf
Regards,
Senthil

How to Schedule an ICM Script to Play a IVR Prompt

Hi,
My name is Abraham and I work with the voice support team that manages the voice infra of a National Bank Contact Center.
Requirement : Schedule a script to play an holiday message prompt on a particular date from 12AM to 12PM..
Please guide me on how to upload this prompt message to the IVR and to schedule this script in the ICM and point it to the new prompt.

There are two parts here.
1. The first part is a modification in the ICM script so that every call knows whether the holiday message should be played or not. You can modify the routing script to directly compare the current date against a set date (say 12/25/2009) and if true, then check the current time against a spread using a Time Of Day node.
Alternatively, you can do all this in a an Admin Script that runs every minute and controls a global variable that the main routing script checks.
You can develop this and test it without actually doing anything - just watching the path of calls through your script as the day and time of day falls into the slot.
2. Now you need the technique to activate a Run External Script that runs the .aef. Since this has already been done by the "Cisco Partner Vendor", you just need to copy those nodes into the holiday path.
Regards,
Geoff

What is the Max. Limit of ICM Script Nodes that can be set in ICM Script 8.0

I am trying to out the maximum number of Script Nodes that can be set in ICM Script editor , is there any limit on that ?
I am using ICM 8.5 Version
I have read that the value for maximum number nodes that can be executed is configurable as seen in hkey_local_machine\software\geotel\icr\\routerX\router\currentversion\configuration\script\MaxNodesExecuted
By editing the value help me to increase the No. of Script nodes in ICM Scripts ?? Appreciate your reply asap.

Hi,
Looks like the max. length described in the forms help only applied to actual database column. But if I am defining a non database column, what is the max. limit?
I tested it by setting to 32K (i.e.32767) and the form accepts and run ok. However, I am not sure whether there will be other side effect or not.
Kelly.

ICM Script CED not cleared

Hello All,
I'm having issues on ICM scripts where I have sub menus
MY UCCE IS:
CUCM: 6.1.4.1190-3
CVP: 7.0(2) ES16, ES 19 and ES21
ICM: 7.5(5)
3845 SIP/VXML GW: version 12.4(24)T2
Scripts Microapps, VRU-> CVP
Script example is
Run External Script:           Menu 1
CED:                                             Option 1, 2, 3
                                                       2 invalid, 2 repeats, release the call.
Run External Script:          Menu 2
CED:                                 Option 1, 2,3
                                                       2 invalid, 2 repeats, go back to menu 1.
I'm having failures on the following test:
Listen to menu 1 and pressed 1
Listen to menu 2 and didn't press anything
Listen to the message: "Please make a selection"
Listen to menu 2 and didn't press anything
DIDN't GO BACK TO MENU 1 as expected.
Went to Option 1 on Menu 2.
Is like ICM is keeping the first selected CED if you don't press anything else.
Has anyone had this issue before?
Any suggesitons?
Thank you!
I have attached the script

Agreed.
I've had other interesting behaviour with CED, so it pays to be careful.
For example, getting the caller entered digits (in my case, the extension to be dialed as I had to build an AA in CVP), testing that the CED was within a certain range, then having a PM saying "connecting" go to a dynamic label which used the CED to transfer - sounds right and simple enough.
But the "connecting" PM means that the CED is no longer there for the label to use. The play media microapp clears the CED - actually it return an empty string. You wouldn't think a play media would need to gather digits.
Had to use an intermediate variable.
Regards,
Geoff

Schedule an ICM Script

Is it possible to schedule Activation of an ICM Script which does NOT have a direct DN/Call Type associated to it?
I know we can do it for a Script versions which has a DN/CT associated to it, but how do I do it for a script which is referenced by a 'Go to Script' only.

Thanks Joseph, but the issue is that we have 100s of production scripts and we do not that how many of those point to or reference to this 1 script (hence this post). And now we want a new version of this 1 script to go live (get activated) at midnight, and I did not want to do it manually at 12:00.
Any ideas Please?
Regards,
Kartik

ICM Scripting Error Handling Best Practice

Can someone tell me what is the best way to handle errors in ICM scripting. For example false node on Send to VRU or Run Ext Script node, I normally handle this with calltypes for errors and then continue the callflow. But recently I noticed that some of my clients are using peripheral variable to store an error message instead of calltype. I am just wonderinmg which is the best option?

I don't think you need a call type, I usually set PV10 = "Error: XYZ". Creating a call type just seems a little redundant, however it would make it easier on the reporting side as you don't have to create any custom queries to search for a specific error type.
david

UCCE: Forceful Release an Agent Call from ICM Script, Can I?

Hi, let me explain the requirement first. Customer wants to make their IVR free of cost but they want to start billing only when the call is landed to skill group/agent. So far I can think to make it possible by triggering their billing server by ODBC gateway through Application Gateway process. But also the customer wants to release that particular call when that pre-paid caller is out of charge. They might trigger one of my application or can modify any particular database field and put the calling# into there and my task would be release that call.
I have thought an idea to develop a TCL script run into the voice gateways and release the call from there by searching the particular call with calling#, but I do not know TCL scripting or any idea how to develope TCL , can't I release that call from ICM script? Do I have any control on calls from ICM when the call is landed and connected to agent?
Any help would be hightly appreciated.

That's a nasty piece of work. Just imagine how jacked off you would be if you are the customer, you have enough in your bank account to get to an agent who is then starting to help you, and in the middle of your conversation you are simply cut off!
I don't think it's possible - although CVP would be your best shot because of the switch leg.
But not only that, I don't think it is desirable. If you check the customer's balance before going to an agent, that should be sufficient. Anything else is just terrible customer service.
Regards,
Geoff

How to create a queue using CVP with ICM script(Comprehensive mode)

Hello Guys,
I would like to know how can I configure a queue in a comprehensive mode using micro-app at CVP + ICM environment. I work with UCCE at least 2 years, so I know how to create a queue using UCCX and/or IPIVR (I do a queue application using UCCX Editor and at ICM I use the Run external Script component), but at CVP I don't know how to create a application at Call Studio and how to call this application at ICM Script Editor to run this queue if there aren't agents available.
Can someone help me to understand how can I do that?
I attached the ICM Script using micro-app. This script runs ok, I call to a Route pattern and CVP route request ICM, so ICM run the script, but if there are no agents available the call drops, so I would like to know how can I create a queue to hold the call and to come back to a available agent.
Regards,
Eric Zapparoli
Unified Communications
Wittel

Out of the check mark in the queue to skill group node you go to another run external script node, then you loop into that over and over again until the call is answered.
david

Import configuration and ICM scripts into ICM 7.5X

Hi all.
I just want to find out if it is possible to export configuration & ICM routing/ Admin scripts from ICM 6.0 into ICM 7.5X? I understand that there is an import/export function in the ICM script editor. Can I just export the scripts from ICM script editor 6.0 and import them into ICM script editor 7.5X?
Appreciate any comment and advice.
Thanks & Regards,
Eric

When you use the EDMT to upgrade your Logger database to be compatible with the 7.5 Schema, all your scripts will be converted. So nothing to do here.
If you have a 7.5 system (say in the lab) and want to try to export a script in .ICMS format and try to import into a 7.5 script editor, it may very well work. Never tried it myself. You sure have to have a bunch of config in place before importing any script otherwise "unresolved" references - and you can deal with that.
What is your aim?
Regards,
Geoff

How do I transfer calls from CM 7.x to ICM script in CVP environment with no SIP.

So I have a customer who currently send all internal help desk calls to PSTN, then they come to VXML Gateway that goes to CVP finally landing on ICM script to be processed and handled by an internal agent.
Ideally we want to keep this call with in the platform. No SIP here its H323 gateways and gatekeepers, dialpeers etc.
current setup is you dial 5000 that gets translation route to dial out PSTN outdial 866 123 4567 lands back on VoiceGateways with DNIS 4567. Eventually based on DNIS that get sent to ICM where its processed based on Dial script associated with DNIS and call type.
Seems something real simple in IPIVR but CVP makes it CVP-complex visually perplexing.
Thanks,
Baseer.

CUCM originated calls can be processed in CVP using H.323 - look at the sections in the Guide for warm transfers. The mechanics are similar to SIP.
Regards,
Geoff

Migrating ICMS Script to UCCX Scripts

Hi ALL
I have a situation , due to migration from UCCE 7.1.5 to UCCX 9.0 , the ICMS scripts needs to be migrated to IVR scripts.
As we know in Contact Center Ent , ICMS scripts are used for routing , we have several of this , the ucce system is working good, no issues.
and know we are migrating from enterpise version to Express version, ( sales guys heck ) the question how can i migrate those ICMS scripts into
*.AEF scripts to be used in uccx 9.0 IVR .
is there a way or some kind of conversion tool available, which i no idea about it ...
any body have an idea ,,how to go ahead with it ,,,,iam not so much familair with scripting ...
pls help

Unfortunately there is no way to get these converted, you will need to get these rebuild these manually in UCCX. You also did not mention what you are currently using for IVR, do you have CVP or IPIVR as it's not just ICM scripts you need converted, you need to combine the logic of the IVR scripts as well. If you are not familiar with scripting, you will need to hire a professional.
HTH,
Chris

Different TimeZone Based ICM Script

Hi
I know the Time Propertise of ICM Script. Based of the local time I can route the script.
I need to know, how I can create a script based on different time zone.
For Example ...I dialer 786...after that it will check the India Standard Time (9AM to 3 PM) if yes then it will go Script A. If not then If will check the time of Italy ( 2PM to 6 PM) and then it will go Script B .... like this way
I think It could be done by usinf custom variable function. but I dont know how
Please assist me
Thank

I have a customer with branch office contact centers using CVP all over the world, in both hemispheres. There are admin scripts that calculate whether the contact centers in each country are open or not - and different lines of business at each contact center site have different opening hours.
I set up the central controller timezone in a TZ that has no daylight saving and have admin scripts that activate at certain times of the year when daylight -saving starts and stops, obviously different for the US and Europe. The CC are located in GMT-3:00.
As you can imagine, the scripts for countries far to the east (like Japan, Australia) are quite complicated because you end up with a contact center opening at 7pm Sunday night CC time. But you can use your Day of Week and Time of Day nodes to control the global variable.
The routing scripts are simple with respect to opening hours, because they simply check a global variable to see if that contact center is open or not.
This would be my recommendation. Define global variables that correspond to india_open, italy_open and so on and set up your admin scripts to control these accurately. If you CC is already in a TZ that flips on DST you have to think carefully on how it all works at different days of the year. But it certainly can be done.
I would never have these time checks in the routing script.
Regards,
Geoff

ICM script formula for busy hour

Hi all,
I'm trying to find what is the best/most accurate statistic which is available in ICM script editor to determine the peak & non-peak hours. Based on this info, I want to point to a different precision queue
a) Number of calls in queue a specific PQ?
b) Number of available / busy agents in a specific PQ?
Any other recommendation?
Thanks!
-JT-

Hi G,
The peak & non peak hours differs based on call type rather than being similar overall. Different call treatment is applied during these periods
a) Low peak - more conditions, steps & longer waiting time within PQ
b) High peak - less conditions, steps & shorter waiting time within PQ
The 2 different approach is to either
a) pre-set the low/high peak based on fixed value (9-12pm peak, 1-pm non peak) - more maintenance
b) dynamically determine high/low based on call statistics in the ICM script - less maintenance
Thanks!
-JT-

Counter in ICM script

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