Cisco Cisco Administrative Workstation User Guide
Understanding Routing and Queuing
This chapter presents basic routing concepts. It also explains the two types of queuing models
for reporting and how they affect reporting metrics.
for reporting and how they affect reporting metrics.
This chapter contains the following topics:
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About Routing
When the Unified ICM software receives a routing request, it determines the appropriate
destination for the call by executing routing scripts.
destination for the call by executing routing scripts.
These scripts use real-time information about activity at the contact centers to find the destination
best able to handle the call. You can monitor how the system is handling calls and can make
changes to the scripts when needed, using the Script Editor.
best able to handle the call. You can monitor how the system is handling calls and can make
changes to the scripts when needed, using the Script Editor.
A destination (called a routing target) can be a network target such an announcement or a ring,
or a skill target such as an agent, a skill group, or a service. Once these targets are defined in
the Configuration Manager, they can be specified in the routing script.
or a skill target such as an agent, a skill group, or a service. Once these targets are defined in
the Configuration Manager, they can be specified in the routing script.
Pre-Routing
Pre-routing is a routing decision that is executed before the call terminates at the call center.
With pre-routing, the Network Interface Controller (NIC) receives the route request from the
IntereXchange Carrier (IXC) and passes the call information along to the Unified ICM software.
With pre-routing, the Network Interface Controller (NIC) receives the route request from the
IntereXchange Carrier (IXC) and passes the call information along to the Unified ICM software.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 3