Cisco Cisco IP Contact Center Release 4.6.2

On a still lower level, each peripheral target or announcement maps to a routing label. A label
is a character string that the routing client associates with a specific peripheral target or
announcement.

The following figure shows the relationships among skill targets, routes, peripheral targets,
announcements, and labels.

Figure 2: Targets, routes and labels

The system software works from the top to the bottom of the Figure Targets, routes and labels:

1. A routing script determines a destination for the call.

If:  the destination is a routing label

Then:  the system software can return that value directly to the routing client.

Otherwise, the destination is one of the following:

–

A skill target to receive the call

–

An announcement to be played

–

A scheduled target to receive the call

2. If the destination is a skill target, that skill target has an associated route.

3. The system software uses the route to find an associated peripheral target supported by

the routing client.

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