Cisco Cisco IPCC Web Option
•
Normal or DNIS Override and the label maps to a peripheral target (that is, a trunk group
and a DNIS). Routing client delivers the call and the specified DNIS value to that trunk group.
The peripheral then has responsibility for dispatching the call to the appropriate skill target.
and a DNIS). Routing client delivers the call and the specified DNIS value to that trunk group.
The peripheral then has responsibility for dispatching the call to the appropriate skill target.
The Peripheral's Processing
When a peripheral receives a call, it determines the trunk group on which the call arrived and
the DNIS value, if any, associated with it. The peripheral must be programmed to map these
values to the same service and skill target determined by the system software.
the DNIS value, if any, associated with it. The peripheral must be programmed to map these
values to the same service and skill target determined by the system software.
The peripheral, acting as a routing client, can also send a routing request to the system software.
Translation Routes
Sometimes you want to send additional information along with the call to a skill target.
Translation routes allow you to do that.
Translation routes allow you to do that.
A translation route is a temporary destination for a call. When the system software returns a
translation route label to the routing client, it also sends a message directly to the Peripheral
Gateway (PG) at the targeted peripheral. This message alerts the PG that a call will be arriving
that requires route translation.
translation route label to the routing client, it also sends a message directly to the Peripheral
Gateway (PG) at the targeted peripheral. This message alerts the PG that a call will be arriving
that requires route translation.
The message contains the following information:
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The trunk group on which the call will arrive and the DNIS value associated with it.
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A label to be used by the PG to determine the ultimate skill target of the call. This is a label
that the PG can interpret to find the correct destination.
that the PG can interpret to find the correct destination.
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Instructions for further processing to be performed by the PG. This further processing might
include, for example, looking up an account number in a database.
include, for example, looking up an account number in a database.
When the peripheral sees the call arrive on the specified trunk group and with the specified
DNIS value, it passes this information to the PG. The PG then combines it with the information
it has received from the system software. It then sends the call along with this information to
the skill target specified by the label it received. At the same time, the peripheral might, for
example, send a message to a host computer that controls the display on the agent's workstation.
This allows data, such as the caller's account information, to be displayed on the screen when
the call arrives. The PG coordinates communication among the network, the peripheral, and the
computer application that controls the display.
DNIS value, it passes this information to the PG. The PG then combines it with the information
it has received from the system software. It then sends the call along with this information to
the skill target specified by the label it received. At the same time, the peripheral might, for
example, send a message to a host computer that controls the display on the agent's workstation.
This allows data, such as the caller's account information, to be displayed on the screen when
the call arrives. The PG coordinates communication among the network, the peripheral, and the
computer application that controls the display.
To set up a translation route, you must do the following:
•
Set up a translation route associated with the peripheral. You do not need a separate translation
route for each possible skill target at the site, but you need at least one for each peripheral
that performs translation routing.
route for each possible skill target at the site, but you need at least one for each peripheral
that performs translation routing.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 2: How Routing Works
Translation Routes