Cisco Cisco Unified Contact Center Enterprise 8.5(1) Manual De Mantenimiento

If the label is for a device target, the routing client is responsible for delivering the call to
the device target on the CallManager through the voice gateway.

If the label is for a VRU queue point, the routing client delivers the call to the Route Point
on the VRU. The VRU must recognize that the call has arrived and then request queue
instructions from ICM/IPCC software. ICM/IPCC software returns either a destination for
the call or instructions on what script the VRU will run, based on a particular Call Type.

Note: Labels are not used with System IPCC.

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Services: You set up Services in ICM/IPCC software to represent the type of processing that
a caller requires, and to configure VRU Services to route calls to the VRU. For example,
separate services might be defined for Sales, Support, or Accounts Payable. A Service is
often associated with a peripheral and can be referred to as a Peripheral Service.

For Services that will be used to route a call to an agent, must be associated with skill groups.
You associate different Skill Groups with Services by making them members of the Service.
Using Services allows you to group agents working in like skill groups.

Note: Services are not used with System IPCC.

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Skill Groups: Agents must be associated with skill groups in order to receive ICM-routed
calls. You create skill groups using the ICM/IPCC Administration User Interface.

ICM/IPCC software allows you to configure two types of skill groups:

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Base skill group: The main skill group created using the ICM/IPCC Administration User
Interface. Using base skill groups ensures accurate agent reporting and simplifies
configuration and scripting for your contact center.

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Subskill group: A subdivision of the base skill group. Subskill groups are optional; Cisco
recommends not using subskill groups for IPCC Enterprise configurations.

Note: Subskill groups are not supported in System IPCC.

For IPCC Enterprise systems, we recommend that you configure base skill groups only. To
avoid confusion in reporting and scripting, do not configure sub-skill groups.

Note: Subskill groups are not supported for non-voice skill groups. That is, you cannot create
subskill groups for these media classes: Single-session chat, Multi-session chat, Blended
Collaboration, and E-Mail.

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About Subskill Groups: Each time you create a skill group, a base skill group is created by
default. If you choose to use subskill groups, you must enable the sub group mask. You can
enable this mask either at the peripheral level, or at the individual skill group level. Enabling
the subgroup mask at the peripheral level, two subskill groups are automatically created each
time you create a skill group.

These subskill groups are named as follows:

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<base skill group name>.pri

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