Cisco Cisco IP Contact Center Release 4.6.1 维护手册

The Dialed Number plays an integral role in routing calls. Dialed Numbers are required
pieces of Unified ICM call types that are used to identify the appropriate routing script for
each call.

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Call Types: A call type is a category of incoming Unified ICM routable tasks. Each call type
has a schedule that determines which routing script or scripts are active for that call type at
any time. There are two classes of call types: voice (phone calls) and non-voice (for example,
email and text chat). Voice call types are categorized by the dialed number (DN), the
caller-entered digits (CED) and the calling line ID (CLID). Non voice call types are categorized
by the Script Type Selector, Application String 1, and Application String 2. In either case,
the last two categories of the call type can be optional. For voice call types, the caller-entered
digits and the calling line ID can be optional, depending on the call. For non voice call types,
Application String 1 and Application String 2 can be optional, depending on the application.

Because the call type determines which routing script is run for a call, the call type defines
call treatment in a Unified CCE system. Therefore, the call type is the highest level reporting
entity. Reporting on call type activity provides insight into end-to-end customer interactions
with the system and with agents by providing data such as service level adherence, transfers,
average speed of answer, calls handled, and calls abandoned.

In routing scripts, such as scripts for Self-Service VRU applications, you may change the
call type at specific points in the script to indicate that a transaction has been completed. For
example, if the customer is calling a bank and successfully checks his or her account balance
using a Self-Service script, you may want to change the call type to indicate that the account
balance transaction has completed and a new transaction has begun.

You can also change the call type in a script to invoke a new routing script associated with
that call type. For example, if a call is not answered at an agent's desktop, you can change
the call type in the script to redirect the call to a different script designed for Redirection on
No Answer. The Redirection on No Answer script assigns a different agent to handle the
call.

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Routes: Unified ICM/CCE software uses routes to define the mapping of a target to a specific
label for a routing script. Targets include services (service targets), skill groups (skill targets),
agents (device targets), and translation routes.

Routes must be defined for VRU Translation Routing and to route calls to agents.

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Device Targets: A device target is a telephony device that can be uniquely addressed (or
identified) by a telephone number. A device target is not associated with any one peripheral.
Each device target must have one or more labels associated with it, although only one label
may exist per routing client.

You do not need to use device targets when configuring Unified CCE using the IPCC
Enterprise Web Administration Tool. If you are not using the IPCC Enterprise Web
Administration Tool and you are configuring a Unified SCCE PG, you must use device
targets.

Note: Device targets and agents are separate entities. A device target is a separately
addressable device and is not exclusively owned by any particular agent. Device targets are
dynamically associated with Unified CM PG agents for the duration of a log in session.

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)