Cisco Cisco IP Contact Center Release 4.6.2 User Guide

What is a Routing Target?

A routing target is an entity to which ICM software can route a contact. The routing target
receives the contact and processes it accordingly.

There are two types of routing targets: Skill targets and Network targets.

What is a Route?

A value returned by a routing script that maps to a target at a peripheral, such as a service, skill
group, agent, or translation route to a label.

Note:  You create routes through Configuration Manager before writing routing scripts. For
more information, see the Cisco ICM Software Configuration Guide

What is a Translation Route?

A translation route is a target at a peripheral that does not map to a specific service, skill group,
or agent. When a contact arrives with the trunk group and DNIS that correspond to a translation
route, the Peripheral Gateway (PG) is responsible for determining the ultimate target. When
ICM software routes a call to a translation route, it sends a message to the PG. This message
contains the ultimate target and further instructions for the PG. For example, the PG might be
instructed to coordinate with a host computer so that the callers account number is displayed
on the teleset of the agent who picks up the call.

Note:  You create translation routes through Configuration Manager before writing routing
scripts. For more information, see the Cisco ICM Software Configuration Guide

What is a Target Set?

A target set is a list of possible targets. During script processing, the actual target is chosen from
the set by the preceding node on the script branch, a Select Node or Distribute Node.

Skill Target

A skill target is an entity at a peripheral or in the enterprise to which ICM software can route a
contact. There are two types of skill targets: Peripheral-level skill targets and Enterprise-level
skill targets.

Peripheral-level skill targets include:

•

Agents

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