Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Media Routing Domains

ICM/IPCC software uses Media Routing Domains (MRDs) to organize how requests for different
media are routed. A MRD is a collection of skill groups and services that are associated with a
common media, such as voice, chat, e-mail, or blended collaboration which blends voice and
Web collaboration. ICM/IPCC 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/IPCC 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.

The Voice MRD is created by default for all deployments. In System IPCC deployments, MRDs
for all media are configured by default.

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

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)