Cisco Cisco Administrative Workstation Guia Do Utilizador

Pre-routing, post-routing, and translation routing are supported for the ARI deployment in the
same manner as they are supported in a traditional deployment.

For traditional ACDs, Unified ICM routes are a collection of peripheral targets.

In an ARI environment, calls can be routed to device targets and to peripheral targets. Device
targets indicate individual agents to whom calls can be routed. Peripheral targets are used for
Translation Routing and for post-route points.

In an ARI environment, calls can be routed:

•

directly to an agent phone, using Device Targets or Agent Targeting Rules

•

to a Queue Point on a Virtual VRU and then to an agent

•

to a network VRU and then to an agent

Device Targets and Agent Targeting Rules

For Unified ICM to send calls to agents on the ACD/PBX, you must configure routes to route
directly to the agent phones.

There are two ways to do this. One is to use Device Targets and the other is to use Agent
Targeting Rules.

The method you use depends on the Agent Targeting Mode indicated in the 

•

If you selected Device Targets Preferred for the Agent Targeting Mode, you must configure
Device Targets.

•

If you selected Rules Preferred for the Agent Targeting Mode, you must configure Agent
Targeting Rules.

Device targets are configured to identify devices that can be targeted by the ICM Router to
deliver a call to agent at the ACD/PBX. An agent is dynamically associated to the device target
at the time the he or she logs in.

A Device Target is a separately addressable device. It is not exclusively owned by a particular
agent or associated with a particular peripheral. Device Targets are dynamically associated with
agents for the duration of a given log-on session.

You must configure a Device Target for each independently addressable telephony device. This
can be a long process requiring hundreds of unique configurations.

See also the section on 

.

ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)