Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
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Cisco ICM 5.0 Multichannel Software Implementation Map
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Cisco ICM 5.0 Multichannel Software Overview
Overview of E-mail Routing through Unified ICM
When Unified EIM is in an integrated environment, the Unified EIM administrator can choose to defer message
assignment to Unified ICM. The administrator determines if skill groups can initiate message routing through
the system software when the skill groups are created. The administrator then defines rules to assign messages
to those Unified ICM Routing skill groups.
assignment to Unified ICM. The administrator determines if skill groups can initiate message routing through
the system software when the skill groups are created. The administrator then defines rules to assign messages
to those Unified ICM Routing skill groups.
In this situation:
1
A message enters the Unified EIM.
2
A rule assigns the message to a Unified ICM Routing skill group.
3
Unified EIM sends a request for assignment to Unified ICM.
In a Unified ICM integrated with the Unified EIM, the allowed responses for an invoked route request
are: Return an Agent, Return a Label, or Failure (the script could not be found or something is wrong).
The Unified EIM deals with this by placing the e-mail message into the externalRoutingError system
queue.
are: Return an Agent, Return a Label, or Failure (the script could not be found or something is wrong).
The Unified EIM deals with this by placing the e-mail message into the externalRoutingError system
queue.
Note
4
The Router runs a routing script to determine which Unified EIM agent to assign the message to. The
routing script can also determine that the message should be assigned to a local Unified EIM routing skill
group.
routing script can also determine that the message should be assigned to a local Unified EIM routing skill
group.
To assign a message directly to an agent, the Unified ICM script must use the Queue to Agent node to
route e-mail messages, not the Agent node.
route e-mail messages, not the Agent node.
Note
While the system software can assign a message directly to a local Unified EIM routing skill group, you
would not typically design a script to do this without first trying to queue the message to a skill group or
directly to an agent. If the message, based on its content, is meant to be assigned to a local Unified EIM
routing skill group, you could make that assignment directly through Unified EIM rules, and not use the
software.
would not typically design a script to do this without first trying to queue the message to a skill group or
directly to an agent. If the message, based on its content, is meant to be assigned to a local Unified EIM
routing skill group, you could make that assignment directly through Unified EIM rules, and not use the
software.
Note
5
Based on the routing script's determination, the Unified ICM instructs the Unified EIM to assign the
message to a particular agent or Unified EIM routing skill group.
message to a particular agent or Unified EIM routing skill group.
6
The message is placed in the agent's or skill group's queue.
7
If the message is assigned to an agent by the Unified ICM, it is presented to the agent in push mode; if the
message is assigned to an Unified EIM routing skill group, it is placed in that skill group's queue.
message is assigned to an Unified EIM routing skill group, it is placed in that skill group's queue.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
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Example Scripts
Overview of E-mail Routing through Unified ICM