Cisco Cisco IP Contact Center Release 4.6.2 Nota De Lançamento

Overview of Web Request Routing through ICM Software ...............................................................213
Web Requests and Media Routing Domains ....................................................................................214
Non-voice MRDs ...............................................................................................................................215
The Voice MRD .................................................................................................................................215
Example - Queuing a Web Request to a Skill Group ........................................................................215
Example - Pushing a URL to a Waiting Caller ..................................................................................216
Example - Queuing Directly to an Agent ...........................................................................................217
Example - Routing Based on the Media Routing Domain ................................................................219

Overview of E-mail Routing through ICM Software ..........................................................................220
Example - Queuing E-mail to a Skill Group ......................................................................................221
Example - Routing a Message Based on Priority .............................................................................222

Selecting Agents from Skill Groups ..................................................................................................224
Categorizing by Media Routing Domain ...........................................................................................225
Queuing to Agents ............................................................................................................................225

Redirection on Ring No Answer ........................................................................................................227
Agent Transfer ...................................................................................................................................228
Supervisor Assist...............................................................................................................................230

Setting the OutboundControl Variable and Skill Group Reservation Percentage..............................231
Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill
Group.................................................................................................................................................234
Transfer to IVR Using Outbound Option with IP IVR..........................................................................235
Transfer to IVR Using Outbound Option with CVP/ISN......................................................................236

When to use EWT Queing.................................................................................................................237
Example EWT/MED Script Formula..................................................................................................238
EWT/MED Script Explained...............................................................................................................238

NAM Script Configuration.......................................................................................................................241
CICM Scripting Considerations..............................................................................................................245

Create CICM VRU Scripts.................................................................................................................245
CICM VRU Script Considerations......................................................................................................246
RONA and ISN..................................................................................................................................246
Scripting for RONA............................................................................................................................247

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)