Cisco Cisco IP Contact Center Release 4.6.2

When upgrading from an earlier version of the system software, setup upgrades all existing skill
group definitions to the Voice Media Routing Domain. (MRDs for chat, email, or blended
collaboration media classes must be added using the Configuration Manager's Media Routing
Domain List tool.)

The associated MRD applies to most related objects. Service member objects only map skill
groups to services of the same media routing domain.

Skill groups are created as follows:

•

Skill groups for integrated email, chat, and blended collaboration are created, modified and
deleted using the system software.

•

Skill groups for standalone email and chat are created, modified, and deleted using the
application.

•

Legacy ACD skill groups are configured on the ACD and on the system software.

Queue to Specific Agent

To assign a task to a specific agent, the CallRouter needs to do four things:

1. Pick an agent to receive the task.

2. Pick the MRD.

3. Pick a skill group from the list provided by the MRD selection.

4. Pick a route from the list provided by the skill group selection.

Using this style of Queue to Agent node, you select a specific agent at script design time.

In this case, where it is obvious who the agent is, the node property sheet displays a choice of
routes for the peripheral that the agent is assigned to.

Note: Routes, agents, skill groups, and services are all associated with a peripheral.

How to Select Multiple Skill Groups and Routes for Different Media by Agent

To select multiple skill groups and routes for different media by agent, follow these steps:

In Script Editor, open the appropriate script in Edit mode.

Select the Queue to Agent node.

Right-click and select Properties to open the Queue to Agent Properties dialog.

Ensure the Queue to Agent type is set to Select using direct references. If not:

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)