Cisco Cisco IP Contact Center Release 4.6.1 User Guide

software uses the MRD to route a task to an agent who is associated with a skill group and a particular
medium. When configuring your IPCC Enterprise system, you first configure MRDs on ICM software
and then enable the appropriate MRDs on the Collaboration Server and E-Mail Manager applications.
MRDs have unique IDs across the enterprise. Each skill group is assigned to a Media Routing Domain.

If your system is deployed only for Voice calls, configure the Voice MRD only.

A Media Class describes the type of requests that you want to set up for routing on ICM software.

Media Classes available in IPCC Enterprise systems include:

•

Voice, which includes incoming and outgoing phone calls. Voice also includes Web Callback and
Delayed Callback through the Web Collaboration Option

•

Single-session chat, through Web Collaboration Option

•

Multi-session chat, through Web Collaboration Option

•

Blended Collaboration, through Web Collaboration Option

•

Email, through E-Mail Manager Option

If your system is designed to handle voice-calls only, you only have the Voice Media Class.

Each Media Routing Domain belongs to a Media Class.

The ability for ICM software to route a call or multichannel task to an agent depends on the agent's
routability and availability within the MRD of the call or task. WebView reports contain fields indicating
agents' availability in the MRD.

An agent might be in Routable or Not Routable mode for each MRD to which he/she belongs. Routability
refers to whether the ICM or the Web Collaboration Option or E-Mail Manager Option is configured to
assign tasks to the agent. For example, your IPCC Enterprise system might be configured to allow the
Web Collaboration Option to select an agent to handle a task. In this case, ICM software gathers reporting
data for those tasks, but does not perform the routing. If ICM software is configured to assign the task,
it both routes and reports on the task.

For voice calls, ICM software is always configured to route the call. Therefore, the agent is always
Routable.

The following table describes what it means when an agent is Routable and Not Routable.

ICM software is configured to assign tasks to the agent

Routable