Cisco Cisco IPCC Web Option Release Note

Queuing to Agents

You can queue a contact directly to an agent by using the Queue to Agent node ( in the Queue
tab of the Palette).

You can change the Queue to Agent type to:

•

Specify an agent directly

•

Select an agent by expression

How to Change the Queue to Agent Type

In the Queue to Agent properties dialog box, click Change. The Queue Agent Type dialog box
opens:

Figure 97: Queue Agent Type

To select a specific agent, check Explicit agent references.

To select and agent by an expression, select Lookup agent references by expression.

Select a Priority between 1 (the highest) and 10 (the lowest).

Optionally, check Enable target requery.

How to Specify an Agent Directly

Following is the properties dialog box of the Queue to Agent node when you have selected to
specify agents directly:

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