Cisco Cisco IPCC Web Option User Guide

Figure 44: The Skill Group Icon

You use the Skill Group node to define the set of skill groups that can receive the contact. The
script can determine the target skill group from the set by one of the following methods:

•

Selecting the target by rules (Select node)

•

Distributing contacts to targets in the set (Distribute node)

•

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

Following is the Properties dialog box of the Skill Group node:

Figure 45: Skill Group Properties - Routing Target Tab

Define Skill Group node properties as follows:

1. For each skill group in the target set:

–

In the Skill Group column, for each row used, select the skill group to which the
contact can be routed. You can use the drop-down list for each table cell, or select
multiple skill groups by clicking Add Targets and using the dialog box that opens
to select multiple skill groups.

–

In the Route column, select the route that maps to a specific target at the peripheral.

–

Optionally, in the Translation Route column, select a translation route.

2. Optionally, check Allow connection for each target to have an output terminal appear to

the right of each individual target defined in the node. Control passes through this terminal

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