Cisco Cisco IP Contact Center Release 4.6.1 User Guide

How to Route a Call to a Scheduled Target

You can send a call to a target that is configured to handle a specific number of simultaneous
contacts based on a periodic schedule by using the Scheduled Select node in the Targets tab of
the Palette.

Figure 54: Schedule Select Icon

ICM software keeps track of the schedule and the number of calls sent to the target. The routing
client informs ICM software when a call at the target ends, so ICM software always knows how
many calls are currently in progress at the target and whether it can handle an additional call.

When ICM software executes the Scheduled Select Node, it searches the list of selected targets
for one that is capable of handling the contact, based on its current schedule. If a target is found,
the routing script ends and returns a label associated with the target to the routing client. The
routing client then translates the label to a peripheral target.

Note: You must configure Scheduled targets and associated them with labels using the ICM
Configuration Manager. For more information, see the Cisco ICM Software Configuration
Guide.

Not all routing clients support the Scheduled Select node.

Following is the Properties dialog box of the Announcement node:

Figure 55: Schedule Select Properties

Define Scheduled Select node properties as follows:

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