Cisco Cisco IPCC Web Option User Guide

Figure 99: Agent Expression Properties

To specify agents by expression:

If necessary, change the Queue to Agent type to Lookup agent references by expression.

In the Agent Expression column, write an expression to select an agent. Click Formula Editor
for help building a formula.

Select the Enterprise Skill Group that includes the appropriate skill groups to cover all media
routing domain cases for the selected Agent.

Select the Enterprise Route that has an appropriate collection of routes, or the Route, matching
the agent and media routing domain.

The Enterprise Route column lists collections of standard ICM and IPCC routes. The Route
column lists single routes for System IPCC as there is only one PG.

If you do not select either an Enterprise Route or a Route, the following error message appears:

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