Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Figure 131: Queuing email to skill group

In this example:

1. The script is executed when a e-mail message is assigned by E-Mail Manager to an ICM

Routing skill group. This script is scheduled to run for messages assigned to that skill
group. For more information on call types and scheduling e-mail routing scripts, see
Example - How ICM Software Determines the Call Type for an E-Mail Request.

2. The script queues the request to the skill group. At this time, ICM software attempts to

find an available agent who is a member of that skill group. When the agent is found, ICM
software instructs E-Mail Manager to push the e-mail message to that agent, so the agent
can respond to the customer.

3. If no agent is found within 30 seconds, as defined in the Wait node, the script uses the

Label node to return a label associated with a E-Mail Manager local skill group. E-Mail
Manager then places the message in that local skill group. The message is not pushed to
an agent; rather, it waits in the local skill group queue for an agent to pick it.

Example - Routing a Message Based on Priority

The following script example shows how an e-mail message can be queued directly to an agent
or to a skill group, depending on the message's priority:

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