Cisco Cisco IP Contact Center Release 4.6.1

Route Configuration

A route consists of two components:

•

The skill target (agent, skill group, service, translation route, or service array) at a peripheral
which can handle a call.

•

The service by which the peripheral classifies the call.

Note: You must have defined the skill target and service before you can configure a route.
Follow the steps in the Configuration Manager's Step by Step Configuration menu when
configuring your Unified ICM system.

How to Define and Update a Route

In the Configuration Manager, you can define and update many routes at a time using the Route
Bulk tool. Or you can create and update a route using one of the following Explorer tools:

•

Agent Explorer

•

Skill Group Explorer

•

Service Explorer

•

Service Array Explorer

•

Translation Route Explorer

With the Explorer tools, you can define and update a route at the same time you define and
update its target. You can access all the tools for creating routes from the Configuration Manager's
ICM Configure > Targets > Route menu. (See the following 

.)

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)