Cisco Cisco Unified Contact Center Enterprise 9.0(2) Maintenance Manual

How to Configure the Dialed Number Plan

How to Use the Dialed Number Plan to Ensure ICM Routing of Agent Calls

Follow these steps to configure a Dialed Number Plan entry to route an agent call through ICM
software.

Ensures agent-initiated calls are routed appropriately
by ICM software.

Create a routing script to handle each type of
agent-initiated call using the ICM Script Editor.

The script can target agent, services, or skill groups
using ICM script nodes. When a target is chosen, the
associated label is sent back to the requesting
peripheral. The label value is substituted for the dial
string specified by the agent and sent to the switching
platform to place the outbound call.

Set up the call type and associate it with the dialed
number to target to routing scripts.

In the ICM Configuration Manager, set up the call type.

Note: You can also use a pre-existing call type and
script.

Matches the agent’s dialed string to a Dialed Number.
This ensures the agent’s call will be routed by an ICM
routing script.

Insert an entry in the Dialed Number Plan dialog box.
Using the fields in this window, make sure to:

•

Indicate the appropriate Wildcard character.

•

Set the Post Route text box to Yes.

•

Select a valid Dialed Number associated with the
routing script used to route the agent call.

•

Set the Dial Number Type Plan to indicate the type of
call.

Ensures that agents are allowed to or restricted from
placing different types of outbound calls.

Ensure Agent Desk Settings are set to identify the types
of calls agents can place.

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)