Cisco Cisco IP Contact Center Release 4.6.1
Step 6
Click Save.
See also
Service Level at the Call Type (page ?)
.
Service Level Relationships: Media Routing Domain, Peripheral, and Skill Groups
Service Level setting for MRDs, Peripherals, and Skill Groups are hierarchical and are interpreted
as follows:
as follows:
•
MRD - is the highest level. It is set in Configuration Manager > Tools > List Tools >
Media Routing Domain.
Media Routing Domain.
The default settings for the MRD are Service level threshold = 30 seconds and Service level
type = Ignore Abandoned Calls. Ignore Abandoned Calls is the only value, and it is protected.
type = Ignore Abandoned Calls. Ignore Abandoned Calls is the only value, and it is protected.
•
Peripheral - is set in Configuration Manager > Tools > List Tools > Service Level
Threshold List.
Threshold List.
The default settings for a Peripheral are taken from its MRD. You can override them.
•
Skill Group - is set in Configuration Manager > Explorer Tools > Skill Group Explorer
> Advanced tab.
> Advanced tab.
The default settings for Skill Group are taken from its peripheral. You can override them.
This example explains the configuration.
1. The MRD has two Peripherals. Each Peripheral has two Skill Groups. The Service level
threshold for the MRD is set to the default of 30 seconds, By default, the Service level
thresholds for both Peripherals is 30 seconds, and the Service level thresholds for all four
Skill Groups is 30 seconds.
thresholds for both Peripherals is 30 seconds, and the Service level thresholds for all four
Skill Groups is 30 seconds.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
25
Chapter 2: How Routing Works
Configuring Service Levels