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:

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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 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

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

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

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

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

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!

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

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

Import data from XML file into ICM script

Hello,
Is it possible to read data from an XML file into an ICM Admin script? If yes, using which node?
Thanks,
Justine.

Hi,
as far as i know not directy. Only Method i could think of right now is via CVP Application (Java Class, Custom Node) or IVR Script.
To import data you only have the Database Node which does only allow sources form the Database Lookup Explorer ir passing data along to/from external scripts.
Fabian

Sending call to 3rd party VRU from ICM Script

Integrating ICM Script with 3rd party VRU using GED-125 interface. I am having trouble to send the call from Cisco CM to 3rd party VRU. Trying Send to VRU node but it is not clear how to pass the destination for 3rd party VRU.
Any feedback would be helpful.

Move this to contact center forum to get better response.
Here: https://supportforums.cisco.com/community/5926/contact-center
-Terry

ICM Scripting. value on variable Call.RoutingClient

Scenario:
- UCCE 8.5 with CVP 8.5 - Type 10 NVRU
- Call initiated from a IP Phone dialing a CTI RP.
- CUCM is the routing client of the original call.
- UCCE script launch.
- Eventually the call hits a SendToVRU node.
- At this time the NVRU label is sent back to CUCM. CUCM then sends the call to the CVP Call Server, and the routing client changes to be the CVP Call Server.
- Afterward the call re-enters the UCCE script and I would expect variable Call.RoutingClient to contain the name of the CVP Call Server but still holds the name of the CUCM routing client.
- Curiously the value of Call.RoutingClientId changes to the dbid (RCID) of the corresponding CVP Call Server routing client, which is normal because the RCID is used by the router to send the labels to the right routing client.
Thus, I am curious why the disconnect between Call.RoutingClient and Call.RoutingClientID on CUCM originated calls after the routing client changes from CUCM to CVP Call Server.
Which value should I expect on variable Call.RoutingClient? The original routing client, or the current routing client?

The way I see it, the originating CUCM is a factor to determine which CVP Call Server will handle the call. After that, which VXML GW, VXML Server or media server decisions are made based on the location of the CVP Call Server and no so much the CUCM. To ensure that the closest VXML GW is use you need to use either different Network VRU labels for the CVP Call Server routing clients, or other mechanisms. CUCM will decide only which CVP Call Server the call connects in first place, and after that all decisions are off CUCM realm.
Below is a more detailed description of what I am trying to accomplish.
When the originating party dials the CUCM Route Point that triggers and associated ICM script. Eventually the script reaches the SendToVRU node and sends the label defined for the CUCM peripheral on the Network VRU. That is a first transfer to a CVP Call Server and CUCM will handle it because at this time CUCM is still the routing client.
When CUCM receives the label a decision is made either by CUCM route patterns with static routes (this is my case), SIP Proxy or H.323 GK, to which CVP Call Server to send the call. If you have different CUCM clusters you can have different labels and make different decision (the Bangalore cluster send calls to CVP Call Servers in Bangalore, the London cluster uses CVP Call Server in London, and so on). If you have only one cluster serving agents all over the planet I don't think there is much room to fine control the CVP Call Server decision based on the actual location of the agent's phone that is what really matters.
Anyway. when the call is connected to the CVP Call Server the routing client functions are passed to the CVP Call Server and CUCM is at that time totally out of the picture as far as routing decisions go.
The call re-enters the ICM Script now with a CVP Call Server being the routing client, and the CVP Call Server Routing Client Network VRU label is sent this time to the CVP Call Server looking for a VXML GW. That is a second transfers that is performed behind the scenes and is not expliticly seen on the ICM script.
All the above works just fine.
The challenge I am having is that I am using CVP Combos (VXML and CVP Call Server together) and I want to use the VXML Server that is co-resident with the CVP Call Server handling the call. Obviously I don't have a SIP proxy or a CSS on the solution.
To achieve that I have created ip host entries on the VXML GW to match the CVP Call Server routing client. For example if my CVP Call Server routing client name is CVP01 I have the following entries on the VXML GW
ip host CPV01 10.0.0.1
ip host CVP01-backup 10.0.0.2
and on my ICM script I want to use variable {Call.RoutingClient} to create the VXML Server url that goes in the microapp.media_server variable.
That achieves two purposes, first that I always use the co-resident VXML server to service the call, and second provides a basic redundancy through the CVP IVR -backup mechanism.
It works just fine on the inbound calls because the value on Call.RoutingClient is correct, referring to the name of the routing client for the CVP Call Server handling the call.
The problem is that for the CUCM originated calls, even if the routing client changed to be one of the CVP Call Servers, the value on the variable Call.RoutingClient still refers to the CUCM routing client name.
Again, variable Call.RoutingClientID value is always correct. The issue is with the value on the Call.RoutingClient.
I would assume that both should be consistent, and they are not at this time. There are workarounds but there are not as clean as I would like.
The cleanest workaround I have come up with is to define ip host entries on the VXML GW to match the CUCM routing client name, but I think that is confussing for anyone reading the GW configuration that will wonder why the reference to CUCM.
So far at this time on the ICM script I have a bunch of IF Nodes to check the Call.RoutingClientID and then create the right VXML Server URI based on the the related name, but all is just to account for the fact that calls originated by CUCM have the wrong value on the Call.RoutingClient variable. All this I believe can be avoided if the values on the variables were consistent.
I would like to hear some opinions from Cisco developers on this matter.

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

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

Nodes in ICM Scripts

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