Cisco Cisco IP Contact Center Release 4.6.1
How to Configure an Application Gateway Connection and Set the Default Connection Parameters
To configure an application gateway connection and set the default connection parameters,
follow these steps:
follow these steps:
Step 1
Within the Application Gateway List window, click Retrieve and select the desired Application
Gateway.
Gateway.
Step 2
Complete the Connection property tab(s).
Note: For additional information refer to the online Help.
Step 3
Click Save to apply your changes.
Skill Group Configuration with Script Editor
Universal Queue is the ability of the system software to route requests from voice, web, chat,
and email channels from a single queue point directly to appropriately skilled agents. With
Universal Queue, the system software treats requests from different media channels as a part
of a single queue. Routing scripts send queued requests to agents based on business rules
regardless of the media channel. For example, the routing of asynchronous channels such as
email, and synchronous channels such as voice and chat, allows the system software to deliver
the right contact to the right resource the first time, regardless of the channel it came through.
The Queue to Agent node allows the targeting of a task (the work performed by an agent) to a
script-specified agent.
and email channels from a single queue point directly to appropriately skilled agents. With
Universal Queue, the system software treats requests from different media channels as a part
of a single queue. Routing scripts send queued requests to agents based on business rules
regardless of the media channel. For example, the routing of asynchronous channels such as
email, and synchronous channels such as voice and chat, allows the system software to deliver
the right contact to the right resource the first time, regardless of the channel it came through.
The Queue to Agent node allows the targeting of a task (the work performed by an agent) to a
script-specified agent.
The Queue to Agent node enables an agent to receive and operate on more than one task at a
time. As a result, Universal Queue coordinates an agent's ability to work on multiple tasks of
various media. It supports a simple control model where an agent's ability to handle an additional
task depends on what task that agent is currently handling. For this level of control, the system
software must have exclusive access to task assignment.
time. As a result, Universal Queue coordinates an agent's ability to work on multiple tasks of
various media. It supports a simple control model where an agent's ability to handle an additional
task depends on what task that agent is currently handling. For this level of control, the system
software must have exclusive access to task assignment.
Note: For Universal Queue to work, the agent must be assigned to skill groups that "ICM picks
the agent," for which the system software does the routing.
the agent," for which the system software does the routing.
The CallRouter has the ability to move tasks out of the present script execution and resubmit
them into the system as a new invocation.
them into the system as a new invocation.
Routing Script Configuration
Due to the introduction of a Media Routing Domain relationship, skill groups are medium
specific. When an agent logs into the system software via a phone, or via Cisco Unified
Interaction Manager, the agent actually logs into an MRD. This automatically logs the agent
into skill groups associated with that agent within that MRD. Then, as a task request for a specific
MRD begins script execution, the CallRouter considers only the skill groups associated with
that specific MRD. This allows one script to be written to handle many MRDs.
specific. When an agent logs into the system software via a phone, or via Cisco Unified
Interaction Manager, the agent actually logs into an MRD. This automatically logs the agent
into skill groups associated with that agent within that MRD. Then, as a task request for a specific
MRD begins script execution, the CallRouter considers only the skill groups associated with
that specific MRD. This allows one script to be written to handle many MRDs.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 9: Configuring Cisco Unified Intelligent Contact Management Software for Integrated Applications
Configuring Cisco Unified Intelligent Contact Management Software for Integration