Cisco Cisco Administrative Workstation User Guide

To target agents directly without configuring DeviceTargets, you need to create Translation
Routes and Agent Targeting Rules.

Agent Targeting Rules eliminate the need to create hundreds of device targets.

When Agent Targeting Rules are used, agent extensions are in the Peripheral Monitor tab in
the ARS Peripheral.

Pre-Routing

Pre-routing enables call routing decisions to be made prior to a call being terminated at a call
center.

In an ARI deployment, calls are routed directly to an agent or routed to a queue point if an agent
is not available.

Pre-routing calls directly to agents requires that routes have been configured to agent phones,
See 

.

Post Routing

The Post Routing feature allows the ACD/PBX to request a route to a new destination from the
Router.

The Router then makes a routing decision based on real-time enterprise wide resource availability.
This allows previously terminated calls to be redirected to a new optimal location.

The new location could be on the same ACD/PBX, or the call could be sent to an alternate
location.

Translation Routing

Translation routing ensures that the association between a call and its related data is maintained
throughout the life of the call.

With traditional ACDs, translation routes allow the Unified ICM to pass data along with a call
even when the call is delivered to a generic resource at an ACD, such as a queue or an application.

ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)