Cisco Cisco IP Contact Center Release 4.6.1

Labels

After defining announcements and peripheral targets, you must define the labels that your routing
clients use to reference network targets. The label is the value that the system software returns
to the routing client. The routing client then translates the label to an announcement or peripheral
target (trunk group and DNIS) that the peripheral will convert to the skill target and service you
specify.

Note: For an AT&T ICP connection, the system software treats a CRP code as a label.

Label Types

In defining a label, you must specify a label type by selecting an option from the Type drop-down
list in the Label Configuration selection box.

Note: Each label you define is valid only for a specific routing client; not all label types are
valid for all types of routing clients. Check with your carrier for the latest information about
supported label types.

" table lists the configured label types the system software

supports. In addition to these labels, a script can create a dynamic label, which is defined in
realtime through a script expression and then passed to a routing client.

Specify an associated
route in a routing script
target.

All

Maps to a trunk group and DNIS or
announcement defined by the routing client.

Specify an associated
route in a routing script
target.

MCI

Sends a value along with the label that overrides
the DNIS value of the routing client.

Use a Busy or
Termination script node.

All

Plays a busy signal for the caller.

Use a Ring or
Termination script node.

AT&T GTN

Plays an unanswered ring for the caller.

Use a Return Label script
node.

All

Specifies a re-entry point in the network routing
plan. The routing client begins processing the
routing plan from that point.

The Normal and DNIS Override types are used for peripheral targets (and hence, for routes) or
for announcements. Busy, Ring, and Post-Query labels are not associated with any target in the
Unified ICM configuration. The routing client uses its own special targets for labels of these
types.

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