Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

Figure 12: Routing Script for Voice Call without Queuing

Note: For IPCC Enterprise with System IPCC PG and System IPCC deployments, the Translation
Route to VRU node is not needed.

In this script, the script first tries to select an available agent for the consultative transfer using
the LAA (Longest Available Node) from the appropriate skill groups. If an agent is not available,
the script then performs a translation route to VRU and queues the agent's call to the appropriate
skill groups. During queuing, the VRU plays music on hold. Labels are used for default routing
in case the Translation Route to VRU, Queue to Skill Group, or Run Ext. Script nodes fail.

The following events occur:

1. A customer calls the contact center at 9:05:09 a.m.

2. The script uses the LAA (longest available agent) node to select an available agent.

3. The agent's phone rings.

4. The agent answers the phone at 9:05:11 a.m.

5. The agent decides that the caller needs to be transferred to a different agent.

6. The agent puts the caller on hold at 9:10:53 a.m.

7. The agent presses the consult button on the desktop and enters the dialed number for the

skill group.

8. The dialed number is associated with a call type for transfer and conference. The call type

invokes a routing script that uses the LAA node to select an available agent in that skill
group.

9. The second agent answers the call at 9:11:02 a.m. and consult with the first agent.

10. The first agent transfers the call to the second agent at 9:22:46 a.m.

11. The second agent talks to the caller and ends the call at 9:32 a.m.

12. The second agent enters wrap up and completes wrap up at 9:40:14 a.m.

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