Cisco Cisco IPCC Web Option Release Note

Media Routing Domains and Interruptibility

When you configure MRDs, you indicate whether tasks for the MRD are interruptible. If the
MRD is not interruptible, and agent working on tasks for that MRD is not assigned tasks from
other MRDs. If the MRD is interruptible, the agent may be assigned tasks from another MRD.

Typically, voice calls and Web collaborations tasks are not interruptible, as agents are interacting
with customers synchronously. E-mail messages, on the other hand, are typically interruptible
because contact with the customer is asynchronous. Therefore, an agent responding to an e-mail
message may be interrupted by a phone call or chat session.

How to Use Media Routing Domains to Categorize Contacts

You can categorize contacts based on the Media Routing Domain (MRD) based on the MRD
making the route request by using the Media Routing Domain node ( in the Routing tab of the
Palette).

For example, you would have different MRDs for an E-Mail Manager instance and Web
Collaboration single session chat. You could have a single script for both types of requests that
branches so that it routes e-mail messages and single session chats to different targets.

You must insert targets and connections from the Media Routing Domain Node before you can
define the node's properties.

Note: A branch can include multiple MRDs, but a single MRD can only be associated with one
branch.

Following is the Properties dialog box for the Media Routing Domain node:

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)