Cisco Cisco Unified Contact Center Enterprise 9.0(2)

if you have switched access lines, two IXCs could direct calls to the same trunk group and
DNIS, but each requires a different label value for that target. Therefore, you need to define
two separate peripheral targets for the route. If more than one peripheral target is associated
with the route, the system software chooses the first peripheral target that maps to a valid label
for the routing client.

Determine Label

Each peripheral target, scheduled target, or announcement maps to one or more labels. The
system software finds the first label that is valid for the routing client and dialed number and
returns that label to the routing client. It is then up to the routing client to interpret the label.

It is possible that the system software might fail to find a call type for a route request. Also, the
system software may execute the script currently scheduled for a call type and fail to find a
destination for the call. In these cases, it uses a default label that is defined for the dialed number.
If no default label is defined for the dialed number, the system software returns an error to the
routing client.

The routing client itself also has some default action defined. When you set up each routing
client you can specify the maximum time that client can wait for a response to a routing request.
If the system software has not returned a destination for the call before the time limit is reached,
or if the system software returns an error, the routing client performs its own default action.

For more information on timeout limits, see the "

Routing Client's Processing

The routing client begins by requesting a route for a call from the system software. The system
software processes the request as described in the preceding section and returns a label to the
routing client.

The routing client has its own internal mappings for labels to announcements, scheduled targets,
and peripheral targets.

It uses these mappings to interpret the label from the system software:

•

Busy. Routing client plays a busy signal for the caller.

•

Ring. Routing client plays an unanswered ring for the caller.

•

Normal and the label maps to an announcement. Routing client plays the announcement
for the caller.

•

Normal and the label maps to a scheduled target. Routing client delivers the call to that
target.

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