Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
Script that Routes Based on the Media Routing Domain
The following script example shows how a you can queue Web requests from different MRDs to different
skill groups:
skill groups:
Figure 137: Routing based on MRD
In this example:
1
The script is executed to process a chat or blended collaboration request. This script is scheduled to run
for all these types of requests.
for all these types of requests.
2
The script first detects the MRD of the request using the Media Routing Domain node. This node has two
branches for the MRDs of the request: the blended collaboration MRD (branch A) or chat MRD (branch
B).
branches for the MRDs of the request: the blended collaboration MRD (branch A) or chat MRD (branch
B).
3
The script queues the request to the appropriate skill group for that type of request. At this time, the Unified
ICM attempts to find an available agent who is a member of that skill group. When the agent is found, the
system software returns the agent ID to the Cisco Interaction Manager.
ICM attempts to find an available agent who is a member of that skill group. When the agent is found, the
system software returns the agent ID to the Cisco Interaction Manager.
Example E-mail Scripts
You can configure the Unified ICM and the Unified EIM so that the system software routes e-mail messages
that are processed by Unified EIM.
that are processed by Unified EIM.
For more information about configuring Unified ICM and Unified EIM in an integrated environment, see the
following documents:
following documents:
•
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted
•
Cisco Unified Web and E-Mail Interaction Manager Installation Guide - for Unified Contact Center
Enterprise, Hosted and ICM
Enterprise, Hosted and ICM
•
Cisco Unified Web and E-Mail Interaction Manager Administration Console User Guide - for Unified
Contact Center Enterprise, Hosted and ICM
Contact Center Enterprise, Hosted and ICM
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
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Example Scripts
Script that Routes Based on the Media Routing Domain