Cisco Cisco IP Contact Center Release 4.6.2
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The routing client
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The system software
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The peripheral that ultimately receives the call
The routing client requests a route from the system software, receives a response, and delivers
the call to the specified destination.
the call to the specified destination.
The system software receives routing requests and determines the appropriate destination for
the call. The destination is an announcement (which is played by the routing client), a scheduled
target, or a specific target at a peripheral (represented by a trunk group and DNIS).
the call. The destination is an announcement (which is played by the routing client), a scheduled
target, or a specific target at a peripheral (represented by a trunk group and DNIS).
A peripheral is a switch at a call center, such as an ACD, a PBX, or Unified CM. The peripheral
completes the routing by dispatching the call to the specific target determined by the system
software.
completes the routing by dispatching the call to the specific target determined by the system
software.
Steps in the Routing Process
The process of routing a call consists of the following steps:
Step 1
A routing client requests a route from the system software.
Step 2
The system software, using information supplied by the routing client, categorizes the request
as a specific call type.
as a specific call type.
Step 3
The system software executes a routing script scheduled for the call type to find a destination
for the call. The destination can be a routing label, an announcement, or a skill target: a service,
skill group, or agent. (If the script fails to find a destination, the system software uses a default
destination based on the dialed number.)
for the call. The destination can be a routing label, an announcement, or a skill target: a service,
skill group, or agent. (If the script fails to find a destination, the system software uses a default
destination based on the dialed number.)
Step 4
If: the destination is an announcement, scheduled target, or skill target
Then: the system software maps that destination to a routing label.
A routing label is a character string value that the routing client maps to a destination trunk
group and, optionally, a Dialed Number Identification Service (DNIS) value for the call.
group and, optionally, a Dialed Number Identification Service (DNIS) value for the call.
Step 5
The system software passes the routing label back to the routing client.
Step 6
The routing client interprets the label to find the destination.
Step 7
The routing client dispatches the call to the destination (with the appropriate DNIS value, if
any).
any).
Step 8
If: the call is sent to a peripheral
Then: the peripheral must determine the specific target for which the call is intended
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 2: How Routing Works
The Routing Process