Cisco Cisco IPCC Web Option
Media Routing Domains
To create and then assign a media routing domain to a media class (physical media that the
system software treats as a single concept), use the Configuration Manager's Media Routing
Domain List tool.
system software treats as a single concept), use the Configuration Manager's Media Routing
Domain List tool.
The system software uses Media Routing Domains (MRDs) to organize how requests from
different media are routed. An MRD is a collection of skill groups and services that are associated
with a common communication medium. The system software uses an MRD to route a task to
an agent who is associated with a skill group and a particular medium.
different media are routed. An MRD is a collection of skill groups and services that are associated
with a common communication medium. The system software uses an MRD to route a task to
an agent who is associated with a skill group and a particular medium.
Before you can configure your application (for example, the Cisco Unified Interaction Manager)
to use the system software as a routing engine, MRDs must be established in the system software.
These MRDs have unique IDs across the enterprise. Then, on the application, you must enable
those Unified ICM Media Routing Domains that you need to use.
to use the system software as a routing engine, MRDs must be established in the system software.
These MRDs have unique IDs across the enterprise. Then, on the application, you must enable
those Unified ICM Media Routing Domains that you need to use.
Note: Important! The MRD IDs must be created in the system software first, and then passed
on to the person configuring the application, in order to perform a successful configuration. In
Cisco Unified Interaction Manager you only need the MRD name, you do not need the MRD
ID.
on to the person configuring the application, in order to perform a successful configuration. In
Cisco Unified Interaction Manager you only need the MRD name, you do not need the MRD
ID.
A media class describes the type of requests you want to set up for routing on the system software.
Note: Create the following media classes for Cisco Unified Interaction Manager:
•
CIM_EIM
•
CIM_WIM
•
CIM_BC
The media class for voice already exists (Cisco_Voice).
How to Configure the Media Routing Domain
Step 1
Start the Configuration Manager and select Tools > List Tools > Media Routing Domain List.
The Media Routing Domain List window displays. Click the Retrieve button and then the Add
button to display the Attributes tab.
The Media Routing Domain List window displays. Click the Retrieve button and then the Add
button to display the Attributes tab.
Step 2
Enter the following information:
•
Name. Enter the enterprise name of the MRD.
•
Media Class. Use the drop-down list to select the media class for the integrated application.
•
The MRDomainID is a required read-only field. (An ID number will be automatically created
when you save your entry.)
when you save your entry.)
Step 3
After entering the required fields, save the configuration and close the window.
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