Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

dial string specified by the agent and sent to the
switching platform to place the outbound call.

Set up the call type and associate it with the dialed
number to target to routing scripts.

In the ICM Configuration Manager, set up the call type.

Note: You can also use a pre-existing call type and
script.

Matches the agent’s dialed string to a Dialed Number.
This ensures the agent’s call will be routed by an ICM
routing script.

Insert an entry in the Dialed Number Plan dialog box.
Using the fields in this window, make sure to:

•

Indicate the appropriate Wildcard character.

•

Set the Post Route text box to Yes.

•

Select a valid Dialed Number associated with the
routing script used to route the agent call.

•

Set the Dial Number Type Plan to indicate the type of
call.

Ensures that agents are allowed to or restricted from
placing different types of outbound calls.

Ensure Agent Desk Settings are set to identify the types
of calls agents can place.

How to Use the Dialed Number Plan to Set Up Basic Dialing Substitutions for Agent Calling

Follow these steps to configure a Dialed Number Plan entry to route an agent call through ICM
software.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)