Cisco Cisco Unified Contact Center Enterprise 8.5(2) Release Note
routing script
A routing script is an object you create through ICM software that: (1) Examines information
about a contact, whether the contact is made through a phone call or other medium, and uses
that information to classify the contact. (2) Analyzes the state of the contact center and determines
that best way to process the contact. (3) Directs the contact to the most appropriate destination,
such as an agent, a skill group, or an announcement.
about a contact, whether the contact is made through a phone call or other medium, and uses
that information to classify the contact. (2) Analyzes the state of the contact center and determines
that best way to process the contact. (3) Directs the contact to the most appropriate destination,
such as an agent, a skill group, or an announcement.
routing target
A routing target is an entity to which ICM software can route a contact. The routing target
receives the contact and processes it accordingly.
receives the contact and processes it accordingly.
service
A particular type of processing that the customer requires. For example, a customer may require
help installing software, and thus the Technical Support service. A service is associated with a
peripheral.
help installing software, and thus the Technical Support service. A service is associated with a
peripheral.
skill group
A collection of agents at a single contact center who share a common set of competencies.
skill target
A skill target is an entity at a peripheral or in the enterprise to which ICM software can route a
contact.
contact.
target
A target is an entity to which ICM software can route a contact. The routing target receives the
contact and processes it accordingly.
contact and processes it accordingly.
target requery
Target Requery is a script node feature that addresses routing failures due to transient failures
in the network (such as network congestion). If the determined destination for a contact is
available but not reachable, Target Requery attempts to find a different valid destination.
in the network (such as network congestion). If the determined destination for a contact is
available but not reachable, Target Requery attempts to find a different valid destination.
target set
A target set is a list of possible targets. During script processing, the actual target is chosen from
the set by the preceding node on the script branch, a Select node or Distribute Node.
the set by the preceding node on the script branch, a Select node or Distribute Node.
translation route
A translation route is a target at a peripheral that does not map to a specific service, skill group,
or agent. When a contact arrives with the trunk group and DNIS that correspond to a translation
route, the Peripheral Gateway (PG) is responsible for determining the ultimate target.
or agent. When a contact arrives with the trunk group and DNIS that correspond to a translation
route, the Peripheral Gateway (PG) is responsible for determining the ultimate target.
universal queue
Universal Queue is the term used to describe ICM software's ability to route requests from
different channels to agents who work with customer contacts in multiple media. With Universal
different channels to agents who work with customer contacts in multiple media. With Universal
ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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Glossary