Cisco Cisco IPCC Web Option Release Note

Distributing Contacts to Targets

You can create a script to allocate contacts among the targets in the set based on current
information about each target by using the Distribute node in the Routing tab of the Palette.

Figure 63: Distribute Icon

For example, you can distribute contacts among a set of services based on the number of agents
in the service in the Ready state. Services with more agents in the ready state will be routed
more contacts than services with fewer agents in the Ready state, thus keeping the load balanced.

You can distribute contacts to any of the following types of target sets: Agent, Skill Group,
Service, Enterprise Skill Group, or Enterprise Service.

When creating a script to distribute contacts to targets, you must define the following for the
Distribute node 

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statement. A Boolean expression that returns True or False for each target

in the target set. Only targets in the set for which the expression is True are eligible to be
distributed contacts. If you do not define an expression for the Consider if statement, all
targets in the target set are considered. For example,

•

statement. A formula used to distribute contacts to targets

Notes

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You can follow the instructions in this section to distribute contacts to targets using the
Distribute node. You can also use the Route Select node to select targets as well as distribute
contacts to targets.

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You must add a skill target and create a connection from the Distribute node's success terminal,
and define at least one target in the target set, before defining the Distribute Enter node.

Following is the Properties dialog box of the Distribute node:

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