Cisco Cisco Unified Intelligent Contact Management Software User Guide

Cisco

Figure 104: IPCC Gateway PG......................................................................................................................................173

Figure 105: System IPCC Deployment.........................................................................................................................182

Figure 106: Label Node Properties................................................................................................................................187

Figure 107: PostRouteSelect CSQ.aef...........................................................................................................................188

Figure 108: Post Route to CSQ.....................................................................................................................................189

Figure 109: PostRouteSelectAgent.aef..........................................................................................................................190

Figure 110: Post Route to Agent....................................................................................................................................191

Figure 111: PostRouteSimple.aef..................................................................................................................................192

Figure 112: Post Route to a Route Point.......................................................................................................................193

Figure 113: Setting Skill Group Variables (OutboundControl and OutboundPercent).................................................196

Figure 114: Example Routing Script for a Transfer to IVR Campaign Using Outbound Option with IP IVR.............196

Figure 115: Example Routing Script for a Transfer to IVR Campaign Using Outbound Option with CVP/ISN.........197

Figure 116: Example Routing Script Using the Dialed Number for the MR Routing Client.......................................198

Figure 117: Queue to Agent Properties.........................................................................................................................198

Figure 118: Example IPCC System PG for Outbound Option Campaign Administrative Script.................................199

Figure 119: Example Routing Script Using the Queue to Skill Group Node................................................................200

Figure 120: Start Properties...........................................................................................................................................202

Figure 121: The Comment Icon.....................................................................................................................................202

Figure 122: Comment Properties...................................................................................................................................203

Figure 123: The Line Connector Icon............................................................................................................................203

Figure 124: Line Connector Properties..........................................................................................................................204

Figure 125: Web Request Routing Process....................................................................................................................206

Figure 126: Example - Queuing a Web Request to a Skill Group.................................................................................207

Figure 127: pushiing URL to waiting caller..................................................................................................................208

Figure 128: Queuing directly to an agent......................................................................................................................209

Figure 129: Direct Reference to Agent..........................................................................................................................210

Figure 130: Routing based on MRD..............................................................................................................................210

Figure 131: Queuing email to skill group......................................................................................................................213

Figure 132: Routing based on priority...........................................................................................................................214

Figure 133: Selecting Agents from Skill Groups...........................................................................................................215

Figure 134: Categorizing by MRD................................................................................................................................216

Figure 135: Queuing to Agents......................................................................................................................................217

Figure 136: Reroute on Ring No Answer......................................................................................................................218

Figure 137: Reroute on Ring No Answer Script............................................................................................................219

Figure 138: Agent to Agent Transfer.............................................................................................................................220

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)

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