Cisco Cisco Unified Contact Center Enterprise 9.0(1)

Figure 31: Marked for deletion Icon

next to the selected item in the tree list box. This also toggles the Delete button to Undelete.

To undelete an item marked for deletion, select it in the tree list box and click Undelete.

Click Save.

This deletes from the database the PG or peripheral marked for deletion and removes it from
the tree list box. Once you do this, you cannot undelete the deleted item.

Configuring Agent Targeting Rules

Use the Agent Targeting Rule List tool to configure Agent Targeting Rules.

An Agent Targeting Rule allows you to configure call routing by specifying the agent extension
range, instead of configuring device targets and labels for every phone and for every routing
client. This simplifies the call routing configuration for the Unified CCE/CCH agent PGs.

Agent Targeting Rules are supported for System PGs, CallManager PGs, and Generic PGs in
Unified CCE/CCH deployments (standalone Unified CCE/CCH, Unified CCE/CCH child of a
Unified ICM parent, or a CICM Unified CCE/CCH Enterprise in a NAM deployment).

• Agent Targeting Rules are not supported in Unified SCCE deployments.

• In a NAM environment, Agent Targeting Rules can be used on the CICM side in a Cisco

Unified Contact Center Hosted (Unified CCH) deployment to target agents. However, if label
validation is required on the NAM side, you must either define all the labels that can be
generated by the Agent Targeting Rules at the CICM on the NAM side, or you must turn
label validation off. The Validate Returned Labels checkbox in the ICM Gateway node
must be unchecked for calls routed using Agent Targeting Rules to work. Not defining the
labels, and turning label validation on, results in calls failing at the NAM even though a
response with a valid label was sent from the CICM.

How to Configure Agent Targeting Rules

You can define one or more rules for a peripheral. However, each rule must cover a different
agent extension range for the same routing client. In other words, if there are multiple rules that
a routing client can use to target a peripheral, there must be no overlapping extension ranges in
those rules.

Note: To use Agent Targeting Rules, you must have both the Central Controller and the PGs
upgraded to the same version of Unified ICM that supports the Agent Targeting Rules feature.

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