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Cisco Unified Intelligent Contact Management Software
Release Note
Cisco Cisco Unified Intelligent Contact Management Software Release Note
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Figure 112: IPCC Gateway PG......................................................................................................................................179
Figure 113: System IPCC Deployment.........................................................................................................................188
Figure 114: Label Node Properties................................................................................................................................194
Figure 115: PostRouteSelect CSQ.aef...........................................................................................................................195
Figure 116: Post Route to CSQ.....................................................................................................................................196
Figure 117: PostRouteSelectAgent.aef..........................................................................................................................197
Figure 118: Post Route to Agent....................................................................................................................................198
Figure 119: PostRouteSimple.aef..................................................................................................................................199
Figure 120: Post Route to a Route Point.......................................................................................................................200
Figure 121: Setting Skill Group Variables (OutboundControl and OutboundPercent).................................................203
Figure 122: Example Routing Script for a Transfer to IVR Campaign Using Outbound Option with IP IVR.............203
Figure 123: Example Routing Script for a Transfer to IVR Campaign Using Outbound Option with CVP/ISN.........204
Figure 124: Example Routing Script Using the Dialed Number for the MR Routing Client.......................................205
Figure 125: Queue to Agent Properties.........................................................................................................................205
Figure 126: Example IPCC System PG for Outbound Option Campaign Administrative Script.................................206
Figure 127: Example Routing Script Using the Queue to Skill Group Node................................................................207
Figure 128: Start Properties...........................................................................................................................................210
Figure 129: The Comment Icon.....................................................................................................................................210
Figure 130: Comment Properties...................................................................................................................................211
Figure 131: The Line Connector Icon............................................................................................................................211
Figure 132: Line Connector Properties..........................................................................................................................212
Figure 133: Web Request Routing Process....................................................................................................................214
Figure 134: Example - Queuing a Web Request to a Skill Group.................................................................................216
Figure 135: pushiing URL to waiting caller..................................................................................................................217
Figure 136: Queuing directly to an agent......................................................................................................................218
Figure 137: Direct Reference to Agent..........................................................................................................................219
Figure 138: Routing based on MRD..............................................................................................................................219
Figure 139: Queuing email to skill group......................................................................................................................222
Figure 140: Routing based on priority...........................................................................................................................223
Figure 141: Selecting Agents from Skill Groups...........................................................................................................224
Figure 142: Categorizing by MRD................................................................................................................................225
Figure 143: Queuing to Agents......................................................................................................................................226
Figure 144: Reroute on Ring No Answer......................................................................................................................227
Figure 145: Reroute on Ring No Answer Script............................................................................................................228
Figure 146: Agent to Agent Transfer.............................................................................................................................229
ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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