Cisco Cisco IP Contact Center Release 4.6.1 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.
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.
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
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.
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
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.
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.
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)
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Chapter 4: Selecting Routing Targets
What is a Routing Target?