Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Following are example scripts for use when ICM is part of an Universal Queue environment:
•
Selecting Agents from Skill Group
•
Categorizing by Media Routing Domain
•
Queuing to Agents
These scripts are only examples; your company's needs may differ.
For more information about configuring ICM software and Universal Queue, see the following
documents:
documents:
•
Cisco ICM Software Configuration Guide
•
Cisco ICM Software: IP Contact Center Installation and Configuration Guide
•
Cisco ICM Software: IP Contact Center Administration Guide
•
Cisco ICM Software: IP Contact Center Laboratory Guide
•
Cisco ICM 5.0 Multichannel Software Implementation Map
•
Cisco ICM 5.0 Multichannel Software Overview
Selecting Agents from Skill Groups
The following script example shows how contacts of from different channels can be routed to
the Longest Available Agents in skill groups that are specific to the different channels:
the Longest Available Agents in skill groups that are specific to the different channels:
Figure 133: Selecting Agents from Skill Groups
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 13: Example Scripts
Example Universal Queue Scripts