Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Peripheral-level skill targets include:

•

Agents

•

Skill groups

•

Services

Enterprise-level skill targets include:

•

Enterprise skill groups

•

Enterprise services

Agents: How to Define a Set of Agents Who Can Receive the Contact

There are three nodes available for agent routing:

1. Queue to Agent Node. See 

2. Agent to Agent Node. See 

3. Agent Node

Agent Node

You define a set of agents who can receive the contact by using the Agent node in the Targets
tab of the Palette.

Note: Do not use this node in IPCC environments. It is intended for use with ACDs.

Figure 42: The Agent Icon

The script can determine the target agent from the set by one of the following methods:

•

Selecting the target by rules (Select node)

•

Distributing contacts to targets in the set (Distribute node)

•

A combination of selecting the target and distributing contacts (Route Select node)

Following is the Properties dialog box of the Agent node:

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