Cisco Cisco IPCC Web Option User Guide

Media Classes

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

Each Media Routing Domain belongs to a Media Class.

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

•

E-mail, through E-Mail Manager Option

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

Agent Availability and Routability

The ability for ICM/IPCC 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 or she belongs.
Routability refers to whether the ICM/IPCC 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/IPCC software gathers reporting data for those tasks, but does not perform
the routing. If ICM/IPCC software is configured to assign the task, it both routes and reports
on the task.

For voice calls, ICM/IPCC 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/IPCC software is configured to assign tasks to the agent

Routable

The Web Collaboration Option or E-Mail Manager Option is configured to assign
tasks to the agent.

Not Routable

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)