Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Figure 69: Agent to Agent Properties

Define Agent to Agent node properties as follows:

1. Select an option from the Select agent by drop-down list:

–

Peripheral number - To select a peripheral and a provide formula that translates to
the agent's peripheral number.

–

Enterprise Name - To select the agent from the list of configured agents.

–

Skill target ID To select the agent by providing an expression that translates into the
agent's SkillTargetID. In the IPCC supervisory case, the expression should use the
call's PreferredAgentID.

2. Based on your selection in Step 1, select the peripheral or agent, or enter an expression,

as necessary.

3. Optionally, check or uncheck Fail node if agent is unavailable:

–

When checked, the success branch of the Agent to Agent node is executed and the
router sends the call if:

The router finds a valid label for the agent, and

The agent is available, and

The agent state is Ready.

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