Cisco Cisco IPCC Web Option Mode D'Emploi
The Dialed Number Plan allows you to identify each skill group to which calls might be transferred
and associate these skill group with specific dialed numbers.
and associate these skill group with specific dialed numbers.
When setting up the Dialed Number Plan for transfer to skill groups, ensure that the following entries
are defined for each skill group to which a call could be transferred:
are defined for each skill group to which a call could be transferred:
•
Post route is set to YES.
•
Dialed Plan is set to PBX.
•
Identify the Dialed Number Plan in the Agent Desk Settings (transfer to skill group) in the ICM
Configuration Manager to enable the type of calls to the post-routed via the Dialed Number Plan.
Configuration Manager to enable the type of calls to the post-routed via the Dialed Number Plan.
Ensure that all of the Outbound access options are selected for which calls are to be post-routed
through the Dialed Number Plan. The agents will not be able to place calls that match the wildcard
pattern in the Dialed Number Plan if the Outbound Access checkbox is not checked for the type
corresponding to the Dialed Number Plan type specified. Note that the Dialed Number Plan applies
only to calls placed through the IPCC Enterprise soft phone.
through the Dialed Number Plan. The agents will not be able to place calls that match the wildcard
pattern in the Dialed Number Plan if the Outbound Access checkbox is not checked for the type
corresponding to the Dialed Number Plan type specified. Note that the Dialed Number Plan applies
only to calls placed through the IPCC Enterprise soft phone.
•
Create a routing script for transferring to skill groups that includes a Queue to Skill Group node.
This script ensures that transferred and conference calls are routed queued to the correct skill group.
See the Cisco IP Contact Center Enterprise Edition Administration Guide for instructions on configuring
Agent Desk Settings and Dialed Number Plan. See theCisco IP Contact Center Enterprise Edition
Scripting and Media Routing Guide for instructions on scripting.
Agent Desk Settings and Dialed Number Plan. See theCisco IP Contact Center Enterprise Edition
Scripting and Media Routing Guide for instructions on scripting.
Configuration and Scripting Considerations for Transfers and Conferences to Agents
Follow these guidelines when configuring and scripting for transfers and conferences to agents:
•
Configure the Dialed Number Plan in the either the ICM Configuration Manager or ICM Bulk
Configuration tool.
Configuration tool.
The Dialed Number Plan needs to be associated with an appropriate routing script.
•
Identify the Dialed Number Plan in the Agent Desk Settings (transfer to skill group) in the ICM
Configuration Manager to enable the type of calls to the post-routed via the Dialed Number Plan.
Configuration Manager to enable the type of calls to the post-routed via the Dialed Number Plan.
Ensure that all of the Outbound access options are selected for which calls are to be post-routed
through the Dialed Number Plan. The agents will not be able to place calls that match the wildcard
pattern in the Dialed Number Plan if the Outbound Access checkbox is not checked for the type
corresponding to the Dialed Number Plan type specified. Note that the Dialed Number Plan applies
only to calls placed through the IPCC Enterprise soft phone.
through the Dialed Number Plan. The agents will not be able to place calls that match the wildcard
pattern in the Dialed Number Plan if the Outbound Access checkbox is not checked for the type
corresponding to the Dialed Number Plan type specified. Note that the Dialed Number Plan applies
only to calls placed through the IPCC Enterprise soft phone.
•
Create a routing script for transferring to agents that includes a Queue to Agent node.
This script ensures that transferred and conference calls are routed queued to the correct agents.
See the Cisco IP Contact Center Enterprise Edition Administration Guide for instructions on configuring
Agent Desk Settings and Dialed Number Plan. See theCisco IP Contact Center Enterprise Edition
Scripting and Media Routing Guidefor instructions on scripting.
Agent Desk Settings and Dialed Number Plan. See theCisco IP Contact Center Enterprise Edition
Scripting and Media Routing Guidefor instructions on scripting.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Managing Agents
Configuration and Scripting Considerations for Transfer and Conference Reporting