Cisco Cisco Administrative Workstation User Guide

Note: A custom formula using real-time skill group metrics in the ICM scripts is required to
calculate the expected wait time for site selection.

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Agent Level Routing:  The Unified ICM software has the ability to route a call directly to
an agent. It is also possibly to queue a call for an agent, using the "Queue to Agent " node in
the script. It is the Unified ICM software that chooses the agent for handling the call.

A typical script used to route calls in this deployment is illustrated and explained below.

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The script is associated with a Call Type. The example shows an enterprise that has two
sites—Boston and New York—each running a call center.

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The call center at each site can provide call treatment to handle “Support” calls. "Support"
is configured as a Service in the ICM.

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The call center has agents that are skilled to handle calls for either “Laptop Support” or
“Server Support”. These are configured as Skill Groups in the ICM.

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Both call centers have ARS PG connections to the Avaya ACD.

Figure 11: Script Example for Agent Level Routing

The script above is used for the following:

1. The script is associated with a Call Type to route support calls. In this example, treatment

for support calls is provided by Call type and the associated script.

2. The script uses Caller entered digits (CED) to determine the skill group (Laptop Support

or Server Support) required to handle the call.

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