Cisco Cisco IPCC Web Option Release Note

Object Mapping Overview (Enterprise)

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Agents on the child map to Agents on the parent

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Skill Groups on the child map to Skill Groups on the parent

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Call Types on the child map to Services on the parent.

Note: This is due to the child's reporting being based on CallTypes and the parents reporting
being based on services.

IPCC Gateway for IPCC Express Features

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The gateway PG for IPCC Express allows an IPCC Express IP-ACD to be integrated into an
ICM-Enterprise solution.

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Post and translation routing are supported.

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Call variable transfer is supported.

Object Mapping Overview (Express)

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Agents on Express child map to Agents on the parent by Agent ID.

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CSQs on the child map to Skill Groups on the parent by CSQ ID.

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Applications on the child map to Services on the parent via by Application ID.

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There is no direct mapping of Service Member. This needs to be done manually on ICM
based upon the Select Resource steps in scripts on Express.

IPCC Enterprise

This topic contains the following information and recommendations for writing routing scripts
when ICM software is part of an IPCC Enterprise environment:

Prioritizing Agents

You can prioritize agents within a skill group by:

1. Using a Select node and grouping the agents that have a higher priority in a skill group in

the first Select Longest Available Agent (LAA) node,

2. then looking for available agents in a subsequent Select node that has another lower priority

grouping of agents.

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