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

Figure 11: Routing Script for Voice Call with 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 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 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 9:05:07 a.m.

2. An agent is not available. The script uses the Transfer to IVR node and then the Queue to

Skill Group node to queue the call to the appropriate skill group.

3. An agent becomes available at 9:11:13 a.m.

4. The call is assigned to the agent.

The agent answers the phone at 9:11:17 a.m.

5. The caller hands up at 9:27:01 a.m.

6. The agent enters wrap up and completes wrap up at 9:29:25 a.m.

For this call flow, all events occur within the 09:00:00 to 09:29:59 reporting interval. Reports
run from 09:00:00 to 09:29:59 display all of the data for this call.

This call affects the following fields:

agent04: Agent Task Detail
Report

•

Tasks Handled: Total Tasks. This field is incremented.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)