Cisco Cisco Administrative Workstation User Guide

•

 or identify existing Call Types and associate the Call Types

with the Dialed Numbers.

•

Create a routing script for transferring to skill groups that includes a Queue to Skill Group
node. This script ensures that transferred and conferenced calls are queued to the correct skill
group.

•

Associate the Call Type with the routing script.

See also:

Configuring Services and Enterprise Services

To configure a Service and its associated routes, peripheral targets, and labels:

1. From the Configuration Manager, select Tools > Explorer Tools > Service Explorer.

2. Click Retrieve. Then select an existing Service, or click Add to define a new one.

3. Complete the Service and Advanced tabs to define the properties of the selected service.

4. Complete the Service Member tab to add and delete the Skill Groups as service members.

Note: It is important to configure Service Members in Configuration Manager to accurately
reflect their scripting in the ACD. If the configuration is not correct, certain service statistics
will not be reflected correctly.

See also:

Configuring Enterprise Services

To configure an Enterprise Service:

1. From the Configuration Manager, select Tools > List Tools > Enterprise Service List.

2. When the Enterprise Service List window appears, in the Select filter data box, select the

filters you want and click Retrieve.

This enables the Add button.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)