Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Click Change. The Queue Type dialog box opens.

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Select a Target Type (Enterprise Skill Group, Scheduled Target, or Skill Group).
You cannot reference more than one type of target within a single Queue node. To
queue a call to more than one target type, execute multiple Queue nodes sequentially.

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Optionally, select a Business Entity and Enterprise Target.

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Optionally, select a Priority to set the initial queuing priority for calls processed
through this node versus other calls queued for the same target: 1 for top priority to
10 for least priority. (The default is 5.)

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Optionally, check Enable Target Requery. Note: When Target Requery is enabled
in a Queue node and a Requery happens, for example because the call is presented
to an available agent, but the agent does not answer, the script continues through the
failure terminal. The script can then inspect the call variable RequeryStatus to
determine what to do next. The typical action in case of a No Answer would be to
Queue the call again, possibly to other skill groups, and possibly increase the priority
so that it is taken out of the queue before regular queued calls.

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Click OK to close the Queue Type dialog box.

2. To add targets:

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click Add Targets. The Add Targets dialog box opens, listing available targets of the
type you specified.

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Use the Available Targets list and the Add button to select targets.

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Click OK to close the Add Targets dialog box. The target members you selected
appear in the Properties dialog box.

3. Optionally, continue defining Target Type information for each target member:

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Route. (Drop-down list.) The route to send the call to when an agent in the target
type becomes available. (The drop-down list includes all routes associated with the
target.)

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Translation Route. (Drop-down list.) The route to send the call for initial VRU
processing if this target is selected. (The list contains all translation routes associated
with the same peripheral as the target.)

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Scheduled Target. Individual targets to which the call is queued, if the Target Type
is Scheduled Target.

4. Optionally, add connection labels.

Note: When processing a Queue node, the router first checks for an available target, if there is
none available then the router attempts to queue the call. The call does not move to the VRU if
there is an available agent.

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