Cisco Cisco IPCC Web Option

Figure 6: MRD Hierarchy Example 3: Changing the Skill Group

Configuring the Service Level for the Media Routing Domain

To configure the Service Level settings for the Media Routing Domain:

Step 1

In the Configuration Manager, select Tools > List Tools > Media Routing Domain List.

Step 2

Select the Routing Domain with the service level you want to modify.

Step 3

Click Retrieve.

Step 4

Select the MRD that has the Service level you want to set.

Step 5

Specify a value in seconds for Service level threshold. The default is 30 seconds.

Step 6

Service level type is protected and always shows Ignore Abandoned Calls.

Step 7

Click Save.

Configuring the Service Level for a Peripheral

To configure Service Level settings for a Peripheral:

Step 1

In the Configuration Manager, select Tools > List Tools > Service Level Threshold List.

Step 2

Click Retrieve to populate the list with the Peripherals.

Step 3

Select the Peripheral that has the Service Level you want to modify.

Step 4

Specify a value for Service level threshold. The default is inherited from the MRD.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)

Chapter 2: How Routing Works

Configuring Service Levels