Cisco Cisco IP Contact Center Release 4.6.2

4. The peripheral target is associated with a label. The system software returns that label to

the routing client. If the destination is an announcement, the system software only needs
to find the label associated with that announcement and return the label to the routing
client.

The routing client's processing depends on the type of the label. Some labels instruct the routing
client to take a special action: playing a busy signal for the caller, playing an unanswered ring
for the caller, or making a special query.

For normal labels, the routing client converts the label to an announcement, scheduled target,
or peripheral target by working up from the bottom of the "

" figure.

1. The routing client receives a label from the system software in response to its route request.

It translates that label into one of the following:

–

A peripheral target

–

An announcement

–

A scheduled target

–

An unrouted task that gets routed to a local agent

If:  the result is an announcement

Then:  it plays the announcement for the caller.

If:  the result is a scheduled target

Then:  it delivers the call to that target.

2.

If:  the result is a peripheral target

Then:  the routing client delivers the call to the specified network trunk group at
the peripheral and sends the specified DNIS value, if any, with it.

3. The peripheral itself must then recognize the network trunk group and DNIS for the call

as it arrives and determine the associated service and skill target. The peripheral then
completes the process by locating the appropriate agent to handle the call.

Cisco Unified Intelligent Contact Management Enterprise System Processing

The "

" figure summarizes how the system

software processes a route request.

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