Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Leaflet
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Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Guide, Release 6.0(1)
Chapter 2 CRS Editor Palette Step Descriptions
ACD Steps
Select Resource Step
Use the Select Resource step to queue a call to a specific set of agents and
optionally to connect the call to the agent the system chooses.
optionally to connect the call to the agent the system chooses.
Figure 2-150
Select Resource Customizer Window
Note
If you change the Routing Target field setting to Resource, the CSQ Target
field is renamed to Resource Target. A resource is a specific agent that is
represented by the user variable specified in Resource Target field.
field is renamed to Resource Target. A resource is a specific agent that is
represented by the user variable specified in Resource Target field.
The Select Resource step offers a call to a Contact Service Queue (CSQ) or
Resource:
Resource:
•
A CSQ contains an associated set of agents who are capable of handling a
certain type of call. The incoming call will be handled by one of the available
agents in the CSQ.
certain type of call. The incoming call will be handled by one of the available
agents in the CSQ.
An example of a Contact Service Queue is sales department, whose resources
can be all the sales representative within your company.
can be all the sales representative within your company.
•
A resource is a specific agent and is indicated by user ID or agent extension.