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ICM Scripting Troubleshooting Tools and Methods

The document discusses troubleshooting tools and methods for ICM scripting including: 1. Script creation and testing tools like validating scripts and formulas, using monitor mode, and call tracing to test scripts. 2. Tools for routing logic and configuration including using SET nodes, checking routes, and the router log viewer. 3. System troubleshooting tools like the rttest utility which can be used to test expressions with the "expr" command and monitor variable changes with the "watch" command.

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Rogelio Ramirez Millan
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1K views

ICM Scripting Troubleshooting Tools and Methods

The document discusses troubleshooting tools and methods for ICM scripting including: 1. Script creation and testing tools like validating scripts and formulas, using monitor mode, and call tracing to test scripts. 2. Tools for routing logic and configuration including using SET nodes, checking routes, and the router log viewer. 3. System troubleshooting tools like the rttest utility which can be used to test expressions with the "expr" command and monitor variable changes with the "watch" command.

Uploaded by

Rogelio Ramirez Millan
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PDF, TXT or read online on Scribd
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ICM Scripting:

Troubleshooting Tools
and Methods

Cisco Systems, Inc. All rights reserved. Cisco Confidential 1


Troubleshooting

1. Script Creation and Testing


2. Routing Logic and Configuration
3. System Troubleshooting

Cisco Systems, Inc. All rights reserved. Cisco Confidential 2


Script Creation and Testing

• Validate Script
• Validate formula
• Monitor mode
• Test scripts (prompt testing etc.)
• Call Tracer
• Help - Script Editor

Cisco Systems, Inc. All rights reserved. Cisco Confidential 3


Validate Script

 Validate script
button
 Highlights error
 Displays and
highlights
offending node
for immediate
edit
 Does NOT test
YOUR logic!
 Think of as
“Spell Checker”

Cisco Systems, Inc. All rights reserved. Cisco Confidential 4


Validate Formula

 Automatically
validates when
click OK to exit
 Choose to
ignore and
return later or
fix

Cisco Systems, Inc. All rights reserved. Cisco Confidential 5


Validate Formula

 Validate
button
 Highlights
offending
section
 Does NOT
check your
logic, only
mathematical
syntax

Cisco Systems, Inc. All rights reserved. Cisco Confidential 6


Monitor Mode
 Display Node IDs
 Place in Monitor Mode

 Observe calls flowing through script nodes


Cisco Systems, Inc. All rights reserved. Cisco Confidential 7
Script Creation and Testing - Test Scripts

 Simplest
possible scripts
 Plenty of room to
observe calls
flow through in
monitor mode
 Each fail and
success node to
separate end or
other node for
better visibility
 Only what is
needed to test
node

Cisco Systems, Inc. All rights reserved. Cisco Confidential 8


Call Tracer

 Open call tracer,


enter parameters
as required to
define call type:
DN, ANI, CED
 Send Call
 Observer call flow,
node by node, in
script window

Cisco Systems, Inc. All rights reserved. Cisco Confidential 9


Call Tracer

 Follow call flow logic,


node by node, in the
trace diagram
 Trace includes all node
IDs as well as all results
of all formulas and
variables
 Indicates which result
“wins” with asterisk (*)

Cisco Systems, Inc. All rights reserved. Cisco Confidential 10


Routing Logic and Configuration

• SET node
• Check Routes
• Router Log Viewer
• Web View
• Help - Database Schema
• Script Real Time display

Cisco Systems, Inc. All rights reserved. Cisco Confidential 11


SET Node

 Store values
used in routing
decisions in
Termination Call
Detail records
 Typically stored
in Peripheral
Variables
 Concatenate to
store multiple
values in one
variable location

Cisco Systems, Inc. All rights reserved. Cisco Confidential 12


Check Routes
 Choose Script
 Choose Dialed
Number
 Choose Script
 Check routes,
peripheral
targets, and
labels
 Errors in bottom
window

Cisco Systems, Inc. All rights reserved. Cisco Confidential 13


Router Log Viewer

 Shows all
calls placed
 Time, DN,
ANI, CED,
Label, etc.
 Any
configuration
errors noted
in bottom
window

Cisco Systems, Inc. All rights reserved. Cisco Confidential 14


Database Schema

 Typical MS help
format
 Alphabetical,
keyword, or
search modes
 Defines table
location of all
fields
 Explanation of
field
 Data type

Cisco Systems, Inc. All rights reserved. Cisco Confidential 15


Script Real Time

 Shows current agent data


 Predict routing behavior and check against monitor mode results

Cisco Systems, Inc. All rights reserved. Cisco Confidential 16


System Troubleshooting

• Rttest
• “expr” and “watch”
• “dump_vars”

Cisco Systems, Inc. All rights reserved. Cisco Confidential 17


rttest

Doc #20428 – “The Cisco ICM rttest utility”


http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1001/products
_tech_note09186a00800ac69b.shtml

Cisco Systems, Inc. All rights reserved. Cisco Confidential 18


rttest: “expr”

The expr command is useful for testing mathematical formulas used in


routing scripts, or for determining the value of a particular ICM expression.
This is a useful tool if you are attempting to validate that a particular
expression or formula results in an actual value, versus an error condition
(usually a divide by zero).
rttest: expr /?
Usage: expression Expression [/long LongResult] [/float FloatResult]
[/char CharResult] [/wild Wildcard] [/invalid] [/error]
[/disable] [/help] [/?]
If you ran the following command, rttest would display the appropriate results
for CallsAnsweredTo5 for the specified skillgroup. If you modify the
properties of your NT command prompt to allow for inserts and quick edit,
you can copy and paste from the script editor or call tracer into rttest.
rttest: expr SkillGroup.G3_1.skillgroup1.CallsAnsweredTo5

Cisco Systems, Inc. All rights reserved. Cisco Confidential 19


rttest: “expr”
Use rttest expression command to confirm that your variable

1. Command string to open utility: rttest /cust lab2

2. Command string to run expression utility and check current


value of global variable: expr Global.user1_BM_Open

3. Results: (long) 1 … so the current value for this variable is “1”


OR “YES” therefore the business is OPEN
Cisco Systems, Inc. All rights reserved. Cisco Confidential 20
rttest: “watch”

 The watch command “extends” the expression (“expr”)


command by writing an entry in the router logs (rtr)
each time the value changes for the configured
expression
 Can run the watch command many times to configure
multiple expressions
 This is a very effective tool for troubleshooting historical
call events
 Combine with TCD, RCD historical records (with SET
node data), logs, and Peripheral reports to get a very
complete picture of call routing circumstances

Cisco Systems, Inc. All rights reserved. Cisco Confidential 21


rttest: “watch”

1. Watch
command for
several global
variables

12:57:02 Trace: Router detected PG setting


actual HH value for current HH.
2. Results in 13:16:16 Trace: Global.user1_BM_Open = 1
Router (rtr) log 13:23:05 Trace: Global.user1_BM_Holiday = 3
13:23:39 Trace: Global.user2_BM_Open = 1
13:28:00 Trace: Global.user1_BM_Holiday = 1
13:28:01 Trace: Global.user1_BM_Holiday = 3
13:29:01 Trace: Global.user1_BM_Holiday = 1

NOTE: Value is written to logs ONLY when it CHANGES not every time
the Administrative Script is runs.

Cisco Systems, Inc. All rights reserved. Cisco Confidential 22


Cisco Systems, Inc. All rights reserved. Cisco Confidential 23

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