Cisco ICM Script Documentation

The inputs are standard Cisco ICMS export files which can encompass the entire environment or be split into logical groupings by business area. The node by node details are captured in an Excel workbook with multiple tabs. All of the details of the complete audit are captured in the first tab. Subsequent tabs parse SkillGroup, CallType, Route, MasterScript, UserVariables, UserFormulas, NetworkVRUScript, and ExpandedCallVariable. Any Dates are identified in a separate tab as well as separated formula concatenations and a final tab for any grammatical anomalies. The Excel document facilitates sorting in any of the tabs. Any anomalies are identified by ICM script name and node ID.

Word

The Word document illustrates the call flow in execution order. The title has the name of the ICM script and script version number. Each node is documented including the node ID. If there is a decision branch, the nodes are documented following the true branch in sequence. All of the branch-to nodes are hyperlinks so it is easy to follow any branches and then click on the browser back arrow to return.

There can be multiple connectors to line connectors in the ICM script. These line connectors can connect to other line connectors. In the Word document the line connectors are all resolved to the final node destination.

The greatest benefit of the Word document is that one can use the standard Word "Compare" feature to compare documents created at different points in time. This snapshot ability can identify all individual changes at the node level on a periodic basis. Once the baseline analysis is created, one only needs to supply the ICMS export files for those scripts that changed. A simple SQL query can itemize the ICM scripts that have changed with the new version numbers and timestamps. Only scripts that have changed would need to be evaluated again to determine the exact node level changes.

Documented Version Changes

The following document illustrates fictitious changes in the above script from BI_Teams version 020 to 021. If ICM scripts are grouped by line of business or production environment, the snapshot facility will indicate new ICM scripts as well as those deleted from the system.

Excel

The Excel document illustrates the detailed nodes in the ICM script order including all ScriptLineConnectors. There is a link to the details on the other Excel tabs following the example below.