Cisco Cisco Unified Contact Center Enterprise 9.0(2)
The peripheral typically makes this determination based on the trunk group on which the call
arrived and, optionally, the DNIS value sent with the call. The peripheral then completes the
routing by dispatching the call appropriately.
arrived and, optionally, the DNIS value sent with the call. The peripheral then completes the
routing by dispatching the call appropriately.
The following sections describe the process in detail.
Routing Requests
The system software receives routing requests from routing clients, where the type is either the
specific IXC (for example, AT&T, MCI, or Sprint) or the specific type of the peripheral (for
example, VRU or a specific type of ACD).
specific IXC (for example, AT&T, MCI, or Sprint) or the specific type of the peripheral (for
example, VRU or a specific type of ACD).
Routing clients send messages to the system software. One type of message is a route request.
In this case, given a call, the routing client asks the system software for a destination, or route,
for that call. If the routing client is an IXC, this is the only type of message that it sends.
In this case, given a call, the routing client asks the system software for a destination, or route,
for that call. If the routing client is an IXC, this is the only type of message that it sends.
Routing requests are of two types: Pre-Routing and Post-Routing. A Pre-Routing request is sent
by an IXC to determine the initial destination for a call. A Post-Routing request is sent by the
peripheral that receives the call to either refine the original route or to redirect the call.
by an IXC to determine the initial destination for a call. A Post-Routing request is sent by the
peripheral that receives the call to either refine the original route or to redirect the call.
A routing request includes the following information about the call to be routed:
•
Dialed Number (DN). The number the caller dialed.
•
Calling Line ID (CLID). The caller's billing telephone number. This value is also referred
to as Automatic Number Identification or ANI.
to as Automatic Number Identification or ANI.
•
Caller-Entered Digits (CED). Digits the caller entered on a touch-tone phone in response
to prompts.
to prompts.
Post-Routing messages vary depending on the type of the peripheral.
Targets
A target is the destination for a call. The target can be either a label, an announcement defined
by the routing client, or a target at a peripheral.
by the routing client, or a target at a peripheral.
On a high level, a target at the peripheral is a service, skill group, or individual agent that the
system software selects to handle the call. This is called the skill target. Regardless of the specific
skill target, every call routed by the system software must also be associated with a service. The
combination of a skill target and a service is a route.
system software selects to handle the call. This is called the skill target. Regardless of the specific
skill target, every call routed by the system software must also be associated with a service. The
combination of a skill target and a service is a route.
On a lower level, a target represents a network trunk group at the peripheral and, optionally, a
Dialed Number Identification Service (DNIS) value. The routing client uses this type of target,
called a peripheral target, to route the call.
Dialed Number Identification Service (DNIS) value. The routing client uses this type of target,
called a peripheral target, to route the call.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 2: How Routing Works
Routing Requests