ICM-Script Editor

Good Day to All,
can somebody give me a configuration assistance/document on how to edit script - i need to make some small changes on our script such as replacing the current extension to a new activated extension on the CCM admin.
Thank you,
Lester

actually you can
i want to script the following:
start - collect data - if caller press 1 - forward to number xyz
- if caller does nothing - release call
first question is should i use "collect data" or better the "menu" microapplication?
second: i have to choose a file ( wav ) but where should i put the file? normaly every prompt is played from the IVR.
and what should i select in "library type" and "protocol" ?
thank in advance....

Similar Messages

Queue priority ICM Script editor 8.5

HI,
Can some please let me know about Queue priority node wth example?
ICM Script editor 8.5

it changes the priority of the call in ICM, default is 5. but you can change to lower value say 4,3,2 based on customer.
i will give you 2 examples:
1. if any priority customer call in, you do DB lookup or any other thing to carried out that the customer is priority at should be treated as earliest.
so for priority customer you branch out the script and increase their queue priority by this node, and queue them to skill group, this will put them ahead from all the call with normal priority.
2. when Rona happens:
in case of customer is assigned an agent, and agent does not pick the call, RNA happens, and CVP will take back the call from agent and request requery to ICM.
in re query request you can increase the priority of the call take it ahead from all the normal priority call.
this will reduce customer to once again wait in queue.
~ Chintan
rate all helpful posts

ICM Script Editor 'Search' 'Find' function, won't stop. Bug? 8.5.2

Script Editor issue; UCCE 8.5.2
When I use the "Find Nodes" function in script editor, to find a string in 'all active scripts' the results are displayed eventually. Once displayed though, the search immediately begins again, preventing selection of any of the results.
It feels like a bug, & has a huge impact on usability of the search feature. It can also occasionally cause scripted.exe to crash.
I think it is likely because there are a large number of scripts in our environment, but there is no way around that right now.
I was considering opening a TAC, but thought there may be simple fix in the wild that someone could share here.
Is there a way to extend the refresh period for the search function? Or can the automatic refresh be disabled entirely?
Appreciate any help, thanks in advance.
Edwin

Were you able to find a fix for this issue or did you ever open a case with TAC? We are having this issue as well it seems along with another problem that recently started where certain updates that are made in CCMP load one at a time instead of as a bulk update in UCCE.
The example I was shown today by two end users was where one did an update of 93 Agent Desktops in CCMP and while viewing the other users Script Editor on an AW the update process to refresh the config within ICM occurred as normal then again and again for guessing around 92 more times in a row which basically stops all work in Script Editor till the config refresh is completed. It looks like it is loading only one update at a time instead of all of them at once. I do not know if this has to do with the type of resource being updated (in this case Agent Desktop settings) or not but it doesn't seem to happen with say Agent moves so far. So for a very large company like ours this can have a huge impact to script updates and configuration changes.
If you can update on how you either resolved this or if a case was opened what the number for the ticket was I can reference that with the support case I will be opening for this.
Thanks in advance!

Please help with an ICM script editor syntax question.

I need to modify a set variable node. What I have now is Call.PeripheralVariable8+".wav" and this works. What I need it to say is Call.PeripheralVariable8+anything+".wav" but when I insert an * for the anything it's seen as a multiplier. What's the syntax to do this? The anything I need to add is _9xxx where xxx are other numbers, but the _9 will be in all, if that helps any. Thanks in advance !!

You can use the concatenate() function to build up your string, as you no doubt know.
As far as the wildcard goes ... your intention must be to try to SET the call variable and later on test the call variable with an IF node. Is that right?
You would be able to test parts of the string using the substr() function - which is based on character position. If that is a fixed value that you know, it's easy. If it's not, you can first use the find() function to locate something (like the "_9"), returning the position, and then use the substr() function to pull it off.
Can you write some pseudo-code here to define exactly your intention? You can set up a dummy script and send a dummy call through using Call Tracer and watch the output to see how your code is working.
Regards,
Geoff

ICM available field in script editor

Need to understand , while we monitor the ICM script and click on the display real-time statistics. Under the skill group section I can see various columns like - Logged on, Ready, Idle, wrap up, work not ready. Can somebody please explain me waht is the coulmn which says" IA" - which is ICM available?? and how it is different when compared to Ready column?
Thanks

ICM Available = agent is Available, may be given a call
Ready = Agent logged in, ICM says "I can see the agent"
ICM Available != Ready in the context of the ICM Script Editor
G.

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

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.

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

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-

Nodes in ICM Scripts

Hi,
Can any one explain me the below clarification on ICM Script editor 8.5
1. What the Call type node used for, and what will happen if we does not use that node?
2. On enterprise Skill Group node, we can see Queue type Priority how does not functions?
3. Also how to roll back the script to previous version?

Hi,
I hope this will help you.
++ call comes to 1st Skill where all agents are busy.
++ its went to the next node Backup Skill the call ll go there. No agents are free there too.
++it plays the queue music. Once the agent Become available in 1st Skill group. call will route to the agent.
The call will be in queue on both the queue to SG node.
two way of scripting .
case one:
case two:

AW memory error when clicking "Edit Script" on ICM 7.2.7 Script editor

I have installed a new AW/HDS(ICM 7.2.7).Installation went on smoothly but when i open a exist script through script editor and click "Edit Script", I get memory error "The instruction at "0x7c1..the memory could not be read" and the script editor closes automatically. I am able to make changes in Configuration Manager without any issues.The new server is configured as a secondary pointing to a primary distributor in a different region.Let me know if anyone has faced this issue or have any idea.All the ICM processes on the server looks fine. I am able to open the same script from other AWs without any issues.
Thanks
KMS

I would run "Initialize Local Database" on the secondary to drop the local AW DB and rebuild it from the Central Controller.
Then I would try stopping the primary Distributor so the Secondary establishes the real-time feed to the Router by itself and check.
Regards,
Geoff

Script editor ICM 6 - "...don't own the script lock"

I'm running UCCE 6 (ICM 6.0) and I just installed the ICM Internet Script Editor on my computer.
When I try to save changes to a script I get the following error:
"You can not update the script because you don't own the script lock"
When I open the script locks, under file/script locks, it shows that I have it open.
We currently VNC to the HDS/AW in order to create/update scripts.
thanks

/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
mso-para-margin:0in;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
mso-fareast-theme-font:minor-fareast;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;}
I don’t know what version of ICM you're running but in my case (ver 6) it was a security setting for my user account:
In Configuration Manager under User List, I went to my account and I unchecked the “Read only” check box and checked the “Webview and Script Editor only” box.

Can not open script editor in HDS

Hi everybody,
When we open Script Editor, we see the notice: "cannot connect to distributor, script editor will now exit"
Can you help me to resovle it?
We use ICM 7.1
Thanks you so much!

You might also see this message if the services are running, but you are using Windows Remote Desktop (RDP), and are not logged in with console mode.
Try this: mstsc aaa.bbb.ccc.ddd /admin
where aaa.bbb.ccc.ddd is the IP address or hostname of your HDS. The /admin switch gets you in with console mode.
Net-net, you should see the ICM process' console windows on the taskbar. If you don't, then either the service isn't running, or you're not in /console mode.
fyi - ICM 7.1 is long-since end-of-life. You should seriously consider upgrading to a more recent, supported release.

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

ICM-Script Editor

Similar Messages

Maybe you are looking for