Cisco Cisco IPCC Web Option
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Description. Text identifying the route.
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Service name. (selection list) Every route must be associated with a service. By choosing a
service, you are implicitly associating the route with the peripheral for that service. For a
new route, the drop-down list contains all the services defined for the selected peripheral (or
PG, in the case of a service array).
service, you are implicitly associating the route with the peripheral for that service. For a
new route, the drop-down list contains all the services defined for the selected peripheral (or
PG, in the case of a service array).
To assign the route to another service, in the tree list, drag it to the desired peripheral. You
can also move the route to the UNASSIGNED list.
can also move the route to the UNASSIGNED list.
Warning: When you break the association between a route and a peripheral, the system
software removes the Route ID value from all peripheral targets that reference that route.
software removes the Route ID value from all peripheral targets that reference that route.
Step 3
Click Save. The system software saves your changes in the database.
How to Set a Default Route for a Peripheral
After you have defined routes, you can set a default route for each peripheral. The system
software uses the default route to classify calls for statistical purposes.
software uses the default route to classify calls for statistical purposes.
For each call that arrives at a peripheral, the system software records monitoring information
in the real-time and historical tables for the route associated with that call. If the system software
cannot determine a route for the call, it uses the default route defined for the peripheral.
in the real-time and historical tables for the route associated with that call. If the system software
cannot determine a route for the call, it uses the default route defined for the peripheral.
By defining a default route for each peripheral, you ensure that the system software captures
route information for every call. You might want to create a special route for this purpose. You
can then determine which calls are not being accounted for properly.
route information for every call. You might want to create a special route for this purpose. You
can then determine which calls are not being accounted for properly.
Step 1
In the Configuration Manager menu, select Tools > Explorer Tools > PG Explorer. The PG
Explorer window appears.
Explorer window appears.
Step 2
In the tree list window, select the peripheral you want to modify and click the Advanced tab.
Step 3
In the Default route field, select the enterprise name of a route from the selection list. The list
includes all routes associated with skill targets at the chosen peripheral.
includes all routes associated with skill targets at the chosen peripheral.
Step 4
After choosing the route, click Save to enter your edits into the database.
Network Targets
Routing clients do not send calls directly to services, skill groups, or agents. They send each
call to an announcement or to a specific trunk group at a peripheral. If the call is sent to a trunk
group, the routing client can also send a DNIS value for the call. The combination of trunk
group and DNIS value is a peripheral target.
call to an announcement or to a specific trunk group at a peripheral. If the call is sent to a trunk
group, the routing client can also send a DNIS value for the call. The combination of trunk
group and DNIS value is a peripheral target.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 8: Configuring Routes and Routing Targets
Network Targets