Cisco Cisco IPCC Web Option
How Routing Works
This chapter describes in detail the process of routing a call.
It includes:
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An overview of the routing process
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A description of routing requests and routing clients
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Information about how calls arrive at targets
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An overview of translation routes
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The importance of timeouts and thresholds
Understanding this process will help you set up the configuration of your system software and
create effective scripts.
create effective scripts.
This chapter contains the following topics:
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The Routing Process
To properly route calls, three independent systems must work together:
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 2