для Cisco Cisco IPCC Web Option
Description
Field
Note: A media routing domain (MRD) can associate with one or more skill
groups, but a skill group can associate with only one media routing domain.
groups, but a skill group can associate with only one media routing domain.
The skill group number as known by the peripheral. This value must be unique
among all skill groups for a peripheral, but need not be unique across
peripherals.
among all skill groups for a peripheral, but need not be unique across
peripherals.
Peripheral Number (required)
The local name for this skill group. This value must be unique among all skill
groups associated with the peripheral, but need not be unique across peripherals.
groups associated with the peripheral, but need not be unique across peripherals.
Peripheral Name (required)
For example, each peripheral can have a skill group named
International_Orders. For skill groups that support sub-skill groups, the
sub-skill groups' name are made out of the base skill group's name plus a
suffix. A suffix can have max 4 characters. Therefore, the maximum length
for base skill group name is 28 characters when you plan to have sub-skill
groups.
International_Orders. For skill groups that support sub-skill groups, the
sub-skill groups' name are made out of the base skill group's name plus a
suffix. A suffix can have max 4 characters. Therefore, the maximum length
for base skill group name is 28 characters when you plan to have sub-skill
groups.
Note: The peripheral name in the filter box is its enterprise name, not this
name.
name.
An enterprise name for the skill group. This name must be unique among all
skill groups in the enterprise. If you click in this box after entering the
skill groups in the enterprise. If you click in this box after entering the
Name (required)
peripheral name, the software automatically creates this name by appending
the peripheral name to the selected peripheral. For example:
Boston_PG1.Internaltional_Orders.
the peripheral name to the selected peripheral. For example:
Boston_PG1.Internaltional_Orders.
The number of seconds to wait after a call ends before recording the agent as
Available.
Available.
Available Holdoff Delay
You can enter a value or choose the default.
•
For a DMS-100, enter the Variable WrapUp time for the ACD DN.
•
For all other peripheral types, set this field to zero.
(read-only) Indicates the routing priority of this base group for the skill. The
value 0 indicates a base skill group. This is the default when there is only one
value 0 indicates a base skill group. This is the default when there is only one
Priority
skill group and there are no priorities. For sub skill group priorities please
refer to the Sub Skill Group tab as well as the Subgroup Mask tab.
refer to the Sub Skill Group tab as well as the Subgroup Mask tab.
If the peripheral is an Avaya DEFINITY ECS or Rockwell Spectrum, enter
the extension number associated with the skill group. For all other peripheral
types, leave this field blank.
the extension number associated with the skill group. For all other peripheral
types, leave this field blank.
Extension
Checked, indicates that the system software selects the agent. This option is
used for IPCC-like routing where the system software picks the agent to handle
a request.
used for IPCC-like routing where the system software picks the agent to handle
a request.
ICM picks the agent
Unchecked, indicates another entity, typically an ACD, does the agent selection
(after the system software has sent a call to an ACD skill group).
(after the system software has sent a call to an ACD skill group).
This option applies to pre-routed requests.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 7: Configuring Skill Targets
Skill Groups