Cisco Cisco Unified Contact Center Enterprise 9.0(2)

•

Set up one or more routes and associated peripheral targets for the translation route. Typically,
all peripheral targets for a translation route refer to the same trunk group, but with different
DNIS values.

•

Set up a label for the original routing client for the call to access each of the peripheral targets
associated with the translation route. For example, if the routing client is an interexchange
carrier (IXC), you must set up a label to the targets with the IXC. This allows the call to be
initially sent to the translation route at the peripheral.

•

For each peripheral target that you want to be able to ultimately access via a translation route,
set a label with the peripheral as the routing client. For example, you might want to be able
to send calls to the Atlanta.Support skill group through a translation route. To do this, you
must configure a label for that skill group with the Atlanta peripheral as the routing client.
This allows the peripheral to determine the ultimate destination for the call.

•

To display data on the agent's workstation when the call arrives, you must configure the
peripheral to inform the PG which agent is receiving the call.

Timeouts and Thresholds

In setting up your configuration, you need to specify several timeout and timing threshold values.

For routing clients, you must specify the maximum time the system software can spend before
responding to each routing request. You must also specify the maximum time for the routing
client to wait for a response before it stops sending new requests to the system software.

For each service at a peripheral, you must specify your goal for the maximum time a caller must
wait before the call is answered. The system software uses this value in calculating the service
level.

You can specify how to count abandoned calls in the service level calculation. You can also
specify the minimum time a call must be in the queue before it can be considered abandoned.

For specific information about configuring routing clients, peripherals, and services, see Chapters
4 through 7.

Routing Clients

In some cases, a routing client might be unable to receive routing responses from the system
software. Sometimes this affects only a single request, but other times the routing client loses
contact with the system software for longer periods. You can specify the amount of time for the
routing client to wait before giving up on a single request and the amount of time to wait before
it stops sending any requests to the system software.

Timeout Threshold

The maximum time (in milliseconds) the routing client can wait for a response to a routing
request. The NIC sends a default response before this threshold.

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