Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

Figure 132: Routing based on priority

In this example:

1. The script is executed when a e-mail message is assigned by E-Mail Manager to an ICM

Routing skill group. This script is scheduled to run for messages in that skill group. For
more information on call types and scheduling e-mail routing scripts, see Example - How
ICM Software Determines the Call Type for an E-Mail Contact.

2. The script tests the message's priority, the value of the cisco.cem.Priority variable. See

Data for E-Mail Requests for more information.

3. If the message is marked "Urgent" (cisco.cem.Priority value of 3), control passes to the

Queue to Agent node. That node lists two agents who are e-mail supervisors and who
handle urgent messages. E-Mail Manager then pushes the message to the first of these
agents who is logged in.

4. If the message is not urgent, control passes to the Queue to Skill Group node. ICM software

attempts to find an available agent who is a member of that skill group. When the agent
is found, ICM software instructs E-Mail Manager to push the e-mail message to that agent.

5. If no agent is found within 30 seconds, in either the Queue to Agent node or Queue to

Skill Group node, as defined in the Wait node, the script uses the Label node to return a
label associated with a E-Mail Manager local skill group. E-Mail Manager then places the
message in that local skill group. The message is not pushed to an agent; rather, it waits
in the local skill group queue for an agent to pick it.

Example Universal Queue Scripts

You can design scripts to route contacts from different media in a Universal Queue environment.

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