Cisco Cisco Administrative Workstation User Guide
Universal Queue
What is Universal Queue?
Universal Queue is the term used to describe ICM software's ability to route requests from
different channels to agents who work with customer contacts in multiple media. With Universal
Queue, ICM software treats requests from different channels as part of a single queue. Routing
scripts can send requests to agents based on business rules regardless of the channel from which
the request came. For example, ICM software can route phone, single session chat, and e-mail
message requests to an agent who works with all these channels, based on the agent's skills and
current tasks.
different channels to agents who work with customer contacts in multiple media. With Universal
Queue, ICM software treats requests from different channels as part of a single queue. Routing
scripts can send requests to agents based on business rules regardless of the channel from which
the request came. For example, ICM software can route phone, single session chat, and e-mail
message requests to an agent who works with all these channels, based on the agent's skills and
current tasks.
Universal Queue IPCC Requirement
Because Universal Queue must coordinate an agent's work on multiple tasks across different
channels, Universal Queue requires that ICM software have complete control over how agents
are assigned tasks Therefore, Universal Queue requires that ICM software be used in an IPCC
environment.
channels, Universal Queue requires that ICM software have complete control over how agents
are assigned tasks Therefore, Universal Queue requires that ICM software be used in an IPCC
environment.
Universal Queue is not supported in legacy ACD environments.
Universal Queue Configuration Overview
When you use IPCC, you can configure the multichannel software to manage a single universal
work queue for all requests. You can configure agents to handle all media types, switching
media on a task-by-task basis. For example, you would configure an agent as a member of three
skill groups if the agent handles voice, e-mail, and chat, and the agent would log into the
Softphone, E-Mail Manager, and Collaboration Server. The agent is assigned the longest waiting
request from any of the three skill groups, or you can choose to prioritize the requests using the
multichannel software scripting environment.
work queue for all requests. You can configure agents to handle all media types, switching
media on a task-by-task basis. For example, you would configure an agent as a member of three
skill groups if the agent handles voice, e-mail, and chat, and the agent would log into the
Softphone, E-Mail Manager, and Collaboration Server. The agent is assigned the longest waiting
request from any of the three skill groups, or you can choose to prioritize the requests using the
multichannel software scripting environment.
Multichannel Scripting and Media Routing Domains
What is a Media Routing Domain?
A Media Routing Domain (MRD) is a collection of skill groups and services associated with a
specific communication channel. For example, E-Mail Manager uses the ICM software uses a
MRD to route a task to an agent who is associated with a skill group and a particular channel.
MRDs are defined in ICM configuration and have unique IDs across the enterprise.
specific communication channel. For example, E-Mail Manager uses the ICM software uses a
MRD to route a task to an agent who is associated with a skill group and a particular channel.
MRDs are defined in ICM configuration and have unique IDs across the enterprise.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
121
Chapter 6: Multichannel Routing
Universal Queue