Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill Group
The following diagram displays a sample routing script that uses the dialed number for the MR
routing client and routes through a Select node to a previously configured skill group. Add
additional DN nodes to route to agents in additional skill groups as you must maintain a 1:1
ratio of dialed numbers to skill groups.
routing client and routes through a Select node to a previously configured skill group. Add
additional DN nodes to route to agents in additional skill groups as you must maintain a 1:1
ratio of dialed numbers to skill groups.
Warning: The outbound percentage in the Set node must be set to a value other than zero
(0) or it appears to the node that there are no agents assigned to the Outbound Option
and no outbound calls will be made.
(0) or it appears to the node that there are no agents assigned to the Outbound Option
and no outbound calls will be made.
Warning: Do not use Select Route nodes, multiple skill groups, or services.
Note: Translation routes are not used in the IPCC System PG, so routing scripts using this PG
do not need to use this object.
do not need to use this object.
Configuring Queue to Agent Node
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Right-click the Queue to Agent node and select Properties.
•
Click Change in the “Queue to agent type” section.
•
Click Lookup agent reference by expression, then click OK.
•
Enter the agent expression Call.PreferredAgentID.
•
Make sure the Peripheral column is left blank.
•
Select the enterprise skill group.
•
Select the enterprise route.
•
Click OK to save the Queue to Agent node.
Figure 142: Queue to Agent node Properties
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 13: Example Scripts
Additional Example Outbound Option Scripts