Cisco Cisco IPCC Web Option User Guide

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Skill groups

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Services

Enterprise-level skill targets include:

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Enterprise skill groups

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Enterprise services

Agents: How to Define a Set of Agents Who Can Receive the Contact

There are three nodes available for agent routing:

1. Queue to Agent Node. See 

2. Agent to Agent Node. See 

3. Agent Node

Agent Node

You define a set of agents who can receive the contact by using the Agent node in the Targets
tab of the Palette.

Note: Do not use this node in IPCC environments. It is intended for use with ACDs.

Figure 42: The Agent Icon

The script can determine the target agent from the set by one of the following methods:

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Selecting the target by rules (Select node)

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Distributing contacts to targets in the set (Distribute node)

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A combination of selecting the target and distributing contacts (Route Select node)

Following is the Properties dialog box of the Agent node:

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