Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Define Service node properties as follows:

1. For each service in the target set:

–

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

–

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
service 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.

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

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

Figure 48: The Enterprise Skill Group Icon

The script can determine the target enterprise skill group 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 Enterprise Skill Group node:

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