What Is ICM Scripting?

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Larry Thompson

What Is ICM Scripting?

If you’re interested in enhancing your web development skills, it’s important to explore different scripting languages. One such language is ICM scripting. In this article, we’ll delve into the basics of ICM scripting and discover how it can be used to create dynamic and interactive web pages.

Understanding ICM Scripting

ICM stands for Interactive Communication Manager. It is a scripting language used specifically in the context of Cisco Unified Contact Center Enterprise (UCCE) or Cisco Customer Voice Portal (CVP) platforms. These platforms are widely used in call centers and customer service environments to manage interactions between customers and agents.

ICM scripts are written using a proprietary scripting language that allows developers to control call routing, gather customer information, provide self-service options, and perform various other actions within the contact center environment.

The Role of ICM Scripts

ICM scripts play a crucial role in customizing the behavior of contact center applications. They enable developers to design complex call flows and implement business logic based on specific requirements.

Using ICM scripting, developers can:

  • Route calls: ICM scripts determine how incoming calls are routed based on factors like caller ID, dialed number, time of day, agent availability, and more.
  • Gather caller information: Scripts can prompt callers for information using IVR (Interactive Voice Response) menus or gather data from external systems like databases or web services.
  • Perform database lookups: Scripts can access databases to retrieve customer information or perform real-time data lookups for decision making.
  • Create self-service options: ICM scripting allows developers to create self-service options for callers, such as providing account balances, order status, or FAQs.
  • Integrate with external systems: Scripts can integrate with other systems like CRM (Customer Relationship Management) platforms or ticketing systems to provide a seamless customer experience.

ICM Scripting Syntax

ICM scripting is based on a set of commands and functions that control the behavior of the contact center application. Here’s an example of a simple ICM script:


start
{
  answer();
  play("WelcomePrompt.wav");
  prompt("Please enter your account number:");
  var accountNumber = getDigits(10);
  queryDatabase(accountNumber);
  transferCall("AgentQueue");
}

In the above script, the start block represents the entry point of the script. The commands within this block are executed sequentially to handle an incoming call. The script answers the call, plays a welcome prompt, prompts the caller for their account number, retrieves the entered digits, queries a database using the account number, and finally transfers the call to an agent queue.

Note that this is just a simplified example to give you an idea of ICM scripting syntax. In reality, ICM scripts can be much more complex and involve conditional statements, loops, error handling, and integration with various external resources.

Conclusion

ICM scripting is a powerful tool for customizing contact center applications in Cisco UCCE or CVP environments. With its ability to control call routing, gather caller information, and integrate with external systems, ICM scripts enable developers to create dynamic and interactive experiences for both customers and agents.

If you’re interested in learning more about ICM scripting, consider exploring the official documentation and experimenting with sample scripts. The possibilities are endless when it comes to creating efficient and personalized contact center solutions using ICM scripting!

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