Cisco Cisco IPCC Web Option User Guide
Figure 98: Agent Direct Properties
To specify agents directly:
Step 1
If necessary, change the Queue to Agent type to Explicit agent references.
Step 2
In the Agent column, select an agent.
Step 3
In the Media Routing Domain column, select the media routing domain for the selected agent.
Step 4
In the Skill Group column, select the skill group for the selected agent and media routing
domain.
domain.
Step 5
In the Route column, select the route for the selected agent and media routing domain.
Step 6
Optionally, check Queue if agent not logged in, to have the contact queued to the agent even
if the agent is not currently logged in.
if the agent is not currently logged in.
Step 7
To test the data you entered, click Validate.
Step 8
Optionally, modify connection labels.
How to Select an Agent by an Expression
Following is the properties dialog box of the Queue to Agent node when you have selected to
use an expression:
use an expression:
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 6: Multichannel Routing
Queuing to Agents