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

Routing for the IPCC Enterprise Gateway

The script on the ICM Enterprise parent interacts with the IPCC Gateway. For information about
scripting for IPCC Enterprise, see the ICM Scripting and Media Routing Guide for Cisco
ICM/IPCC Enterprise and Hosted Editions.

All route points that are handled remotely (with Application routing enabled) should have default
"local" scripts to run in case there is no host (parent) available. These scripts should include
Post Route points as well as translation route destinations.

The following simple routing script has an LAA node that selects the skill group with the longest
available agent (if an agent is available) among skill groups on the same ACD or a different
ACD. If no agents are available, then the script selects the Service with the Minimum Expected
Delay (MED) among services on the same or different ACD.

Figure 6: IPCC Enterprise Routing Script

Note: Scripting in an IPCC Gateway deployment is no different than scripting between ICM
and all other TDMs.

Troubleshooting in an IPCC Enterprise Gateway Deployment

This section provides help in diagnosing and correcting problems that occur in an IPCC Gateway
deployment.

Post-routing from child system does not work

Post-routing from the IPCC Enterprise child system is not working.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)