Cisco Cisco Unified Contact Center Enterprise 9.0(1)

Cisco Unified Intelligent Contact Management Routing Targets

The system software can route a call to a carrier resource such as an announcement or to a target
at a peripheral. A peripheral, such as an ACD, PBX, or Unified CM dispatches calls within a
contact center.

Peripheral Targets

Depending on the capabilities of the peripheral and the type of routing instructions you use, the
system software might choose a specific agent at the peripheral to handle the call. In that case,
the peripheral merely dispatches the call to the chosen agent. In other cases, the system software
might specify only a group of agents or a type of service to be provided to the caller.

The system software can route to three types of peripheral targets:

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Agent. A specific individual who receives calls through the peripheral. (The system software,
however, cannot guarantee that the specific agent will be available when the call arrives.)
The Queue to Agent node allows the targeting of a task (the work performed by an agent) to
a script-specified agent. This node enables an agent to receive and operate on more than one
task at a time.

•

Skill group. A group of agents who share a common set of skills and who can, therefore, all
handle specific types of calls. Each skill group contains one or more agents. If supported by
the peripheral, each agent can be a member of more than one skill group.

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Service. A type of processing the caller requires. For example, a peripheral might have
services defined for sales, technical support, or opening new accounts. Each service has one
or more skill groups whose members can provide the service. Each skill group can be
associated with more than one service.

In the last two cases, the peripheral must choose a specific agent within the group who can
provide the service. In each case, the peripheral plays a key role in completing the routing that
the system software has determined. Therefore, the system software and the peripheral must be
set up to complement each other. They must have the same understanding of the agents, skill
groups, and services available at each site.

For specific information about how the system software routes a call and its coordination with
peripherals, see the "

Scheduled Targets

Some routing clients also support scheduled targets. A scheduled target is a group of agents not
associated with a Peripheral Gateway. The system software cannot monitor the group directly.
Instead it relies on a periodic schedule to determine the number of agents logged on to the group.
The routing client informs the system software when a call to the group ends. Since the system
software knows how many calls it has routed to the group, it can determine the number of calls
in progress. Based on this and the schedule, the system software can determine whether the
target can handle an additional call.

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