Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Using the Release Call Node

Use the Release Call node for initial overflow conditions. It is supported as a post route from
CallManager. Do not use this node if the call has already received ringback tone or
announcements or music. The call will be given busy tone for 30 seconds before it is disconnected
on CallManager. No answer supervision will be returned for this call since it is not connected
to a CTI port. This means that no charges will be accrued for this call.

No configuration needs to be done within CallManager or IP-IVR. No label needs to be defined
within ICM.

Using the End Node

The End node will either try default routing, or if there is no default label, it sends an error
(dialog fail) to the routing client.

Call Treatment Comparison

No

No

No

# No if Busy CTI Route Point
defined # Yes if Busy CTI
Route Point not defined

Answer Supervision

No

No

No

Yes (only 1 CTI port needed)

Voice port required

Initial treatment
only

Initial treatment only

Anytime

Initial treatment only

Timing

Overflow
Conditions

Overflow Conditions

Blacklisted
Callers

Overflow Conditions

Applications

CallManager

CallManager

IP IVR

Treatment provided by IP
IVR

Using the Agent to Agent Node

You can use the Agent to Agent node for agent to agent transfers; the router checks agent
availability before sending the call to the agent. If the agent is not available, the script queues
the call to a skill group. The Agent to Agent node can also be used to send a call to the agent,
the "caller" is not required to be an agent.

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