Cisco Cisco IPCC Web Option Release Note
A custom selection rule has three parts:
•
Consider if
statement 0. This expression ensures that only skill groups with at least one
available agents are considered as targets; if a skill group has no available agents, the
expression returns False and the skill group is not considered.
expression returns False and the skill group is not considered.
•
Selection criteria. A numeric expression plus an evaluation rule. The numeric expression
determines a certain value of each target for which the Consider if statement returned True.
The evaluation rule determines if the target with the minimum or maximum value returned
is selected. If you do not define selection criteria, the first target to return True for the Consider
if statement is selected. For example, the Selection criteria for the predefined Longest
Available Agent selection rule is MAX (*.LongestAvailable). This expression determines
the highest LongestAvailable value of all the skill groups in the target set for which the
Consider if statement returned True.
determines a certain value of each target for which the Consider if statement returned True.
The evaluation rule determines if the target with the minimum or maximum value returned
is selected. If you do not define selection criteria, the first target to return True for the Consider
if statement is selected. For example, the Selection criteria for the predefined Longest
Available Agent selection rule is MAX (*.LongestAvailable). This expression determines
the highest LongestAvailable value of all the skill groups in the target set for which the
Consider if statement returned True.
•
Accept if
statement. A Boolean expression that returns True or False for the target selected
by the selection criteria. If the Accept if statement returns True, the target is selected; if it
returns False, no target is selected by the Select node.
returns False, no target is selected by the Select node.
How to Select Targets by Rules
You can select targets by rules buy using the Select node in the Routing tab of the Palette.
Figure 61: Select Node Icon
The Select node sets up a rule by which the node chooses from a set of routing targets for the
contact. You can select a standard rule or define your own custom rule. This node also has target
requery capabilities.
contact. You can select a standard rule or define your own custom rule. This node also has target
requery capabilities.
Notes:
•
You can follow the instructions in this section to select targets by rules using the Select node.
You can also use the Route Select node to select targets as well as distribute contacts to
targets.
You can also use the Route Select node to select targets as well as distribute contacts to
targets.
•
You must add a skill target and create a connection from the Select node's success terminal,
and define at least one target in the target set, before defining the Select node.
and define at least one target in the target set, before defining the Select node.
•
The Select Node supports Target Requery.
Following is the Properties dialog box of the Select node:
ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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Chapter 4: Selecting Routing Targets
Selecting Targets by Rules