Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Note: In ICM Integrated with CeM, for an invoked route request the allowed responses
are: Return an Agent, Return a Label, or Failure (the script could not be found or something
is wrong). CeM deals with this by placing the email message into the externalRoutingError
system queue.

4. The Router runs a routing script to determine which CeM agent to assign the message to.

The routing script can also determine that the message should be assigned to a local CeM
routing skill group.

• To assign a message directly to an agent, the ICM script must use the Queue to

Agent node to route e-mail messages, not the Agent node.

• While ICM software can assign a message directly to a local CeM routing skill

group, you would not typically design a script to do this without first trying to
queue the message to a skill group or directly to an agent. If the message, based
on its content, is meant to be assigned to a local CeM routing skill group, you could
make that assignment directly through CeM rules, and not use ICM software.

5. Based on the routing script's determination, the ICM software instructs CeM to assign the

message to a particular agent or CeM routing skill group.

6. The message is placed in the agent's or skill group's queue.

7. If the message is assigned to an agent by ICM software, it is presented to the agent in push

mode; if the message is assigned to an CeM routing skill group, it is placed in that skill
group's queue.

Example - Queuing E-mail to a Skill Group

The following script example shows how an e-mail message can be queued to a skill group:

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