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

You would schedule this script to run for Call Types associated with contacts from the different
channels. The script then selects the Longest Available Agent from the skill group in the Media
Routing Domain for that channel. The agents may be logged in to different Media Routing
Domains and working with contacts from different channels; the Router determines an agent's
availability across channels.

Categorizing by Media Routing Domain

The following script example shows how contacts can be categorized by Media Routing Domain,
then queued to skill groups specific to that Media Routing Domain:

Figure 134: Categorizing by MRD

You would schedule this script to run for Call Types associated with contacts from the different
channels. The script then uses the Media Routing Domain node to detect the MRD of the contact
and branches to a Queue to Skill Group node that specifies skill groups specific to that MRD.

Queuing to Agents

The following script example shows how contacts from different channels can be queued to
agents:

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