Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Figure 43: Agent Properties - Routing Target Tab

Define Agent node properties as follows:

1. For each agent in the target set:

–

In the Agent column, for each row used, select the agent to which the contact can be
routed. You can use the drop-down list for each table cell, or select multiple agents
by clicking Add Targets and using the dialog box that opens to select multiple agents.

–

In the Route column, select the route that maps to a specific target at the peripheral.

–

Optionally, in the Translation Route column, select a translation route.

2. Optionally, check Allow connection for each target to have an output terminal appear to

the right of each individual target defined in the node. Control passes through this terminal
when the associated target is chosen. When the script terminates, the route for the selected
agent is still used.

3. Click Validate to check whether the targets you defined are valid. Correct any errors that

are flagged.

4. Optionally, add connection labels.

Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact

You define a set of skill groups that can receive the contact by using the Skill Group node in
the Targets tab of the Palette.

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