Where is the Script selector in CCE mapped in ECE?

Question

Options

• AQueue
• BDialed Number
• CWorkflow
• DCall Type

• A
  3% (1)
• B
  87% (26)
• C
  3% (1)
• D
  7% (2)

Explanation

In Cisco's integration between CCE and ECE, the Script Selector - which determines which routing script handles an incoming contact - is configured and mapped through the Dialed Number (DN) object in ECE. The Dialed Number serves as the entry-point identifier for ECE contacts (email, chat) that need to be handed off to CCE for scripted routing, making it the functional equivalent of how voice calls enter CCE via a dialed number.

Why the distractors are wrong:

• A. Queue - Queues are where contacts wait for agent assignment; they come after routing decisions are made, not before.
• C. Workflow - ECE Workflows govern processing rules and handling steps within ECE itself, but they don't directly map to the CCE Script Selector.
• D. Call Type - In CCE, Call Types receive contacts after the Dialed Number and link to scripts, but in ECE the Script Selector maps at the Dialed Number level, one step earlier in the chain.

Memory tip: Think of the Dialed Number as the "front door" in both worlds - just as a voice caller dials a number to enter CCE, ECE uses that same Dialed Number concept as the hook to pull in the CCE Script Selector. DN = Door to the Script.

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