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

Figure 135: Queuing to Agents

You would schedule this script to run for Call Types associated with contacts from the different
channels. In the Queue to Agent node, each row defined for an agent also contains a Media
Routing Domain selection. The script queues the contact to the agent with the selected MRD
that matches the MRD of the contact.

Example IPCC Enterprise Scripts

Following are example scripts for use when ICM is part of an IPCC Enterprise environment.

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Redirection on Ring No Answer

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Agent Transfer

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Supervisor Assist Script

These scripts are only examples; your company's needs may differ.

For more information about configuring ICM software as part of an IPCC environment, see the
following documents:

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•

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