Cisco Cisco IPCC Web Option Maintenance Manual

Allows agents to place calls classified as international
calls.

International

Allows agents to place calls classified as national long
distance calls.

National

Allows agents to place calls classified as national local
calls.

Local

Allows agents to place calls classified as operator assisted
calls.

Operator Assisted

Allows agents to place calls to agents on the same
peripheral.

PBX

The options for this field map exactly with the options on the Agent Desk Settings List window.
The system software checks the Agent Desk Settings for the agent placing the outbound call.
Agent Desk Settings define which types of calls agents are permitted to make. If the Agent Desk
Settings for an agent prevent him or her from placing a particular type of call (for instance,
international), the call is not placed.

How to Configure the Dialed Number Plan

How to Use the Dialed Number Plan to Ensure Cisco Unified Intelligent Contact Management Routing of Agent Calls

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

Ensures agent-initiated calls are routed
appropriately by the system software.

Create a routing script to handle each type of agent-initiated
call using the Script Editor.

1

The script can target agent, services, or
skill groups using Unified ICM script
nodes. When a target is chosen, the
associated label is sent back to the
requesting peripheral. The label value
is substituted for the 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 Configuration Manager, set up the call type.

2

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

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

3

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)