Cisco Cisco IP Contact Center Release 4.6.1 维护手册
Each Unified CM PG telephony device that is used by an agent must be configured in the
Unified ICM database as a device target.
Unified ICM database as a device target.
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Labels: A label is the value that Unified ICM/CCE software returns to a routing client
instructing it where to send the call. The routing client can map the label to an announcement,
a trunk group and DNIS, or a device target. Special labels might instruct the routing client
to take another action, such as playing a busy signal or an unanswered ring to the caller.
instructing it where to send the call. The routing client can map the label to an announcement,
a trunk group and DNIS, or a device target. Special labels might instruct the routing client
to take another action, such as playing a busy signal or an unanswered ring to the caller.
If the label is for a device target, the routing client is responsible for delivering the call to
the device target on the Unified CM through the voice gateway.
the device target on the Unified CM through the voice gateway.
If the label is for a VRU queue point, the routing client delivers the call to the Route Point
on the VRU. The VRU must recognize that the call has arrived and then request queue
instructions from Unified ICM/CCE software. Unified ICM/CCE software returns either a
destination for the call or instructions on what script the VRU will run, based on a particular
Call Type.
on the VRU. The VRU must recognize that the call has arrived and then request queue
instructions from Unified ICM/CCE software. Unified ICM/CCE software returns either a
destination for the call or instructions on what script the VRU will run, based on a particular
Call Type.
Note: Labels are not used with Unified SCCE.
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Services: You set up Services in Unified ICM/CCE software to represent the type of
processing that a caller requires, and to configure VRU Services to route calls to the VRU.
For example, separate services might be defined for Sales, Support, or Accounts Payable. A
Service is often associated with a peripheral and can be referred to as a Peripheral Service.
processing that a caller requires, and to configure VRU Services to route calls to the VRU.
For example, separate services might be defined for Sales, Support, or Accounts Payable. A
Service is often associated with a peripheral and can be referred to as a Peripheral Service.
For Services that are used to route a call to an agent, they must be associated with skill groups.
You associate different Skill Groups with Services by making them members of the Service.
Using Services allows you to group agents working in like skill groups.
You associate different Skill Groups with Services by making them members of the Service.
Using Services allows you to group agents working in like skill groups.
Note: Services are not used with Unified SCCE.
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Skill Groups: Agents must be associated with skill groups to receive Unified ICM-routed
calls. You create skill groups using the Unified ICM/CCE/CCH Administration User Interface.
calls. You create skill groups using the Unified ICM/CCE/CCH Administration User Interface.
You can only configure one type of skill group: base skill groups.
A base skill group is the main skill group created using the Unified ICM/CCE/CCH
Administration User Interface. Using base skill groups ensures accurate agent reporting and
simplifies configuration and scripting for your contact center.
Administration User Interface. Using base skill groups ensures accurate agent reporting and
simplifies configuration and scripting for your contact center.
A sub-skill group is a subdivision of a base skill group. Sub-skill groups are only supported
for Avaya PG, Symposium PG, Spectrum PG, and NEC PG TDM peripherals.
for Avaya PG, Symposium PG, Spectrum PG, and NEC PG TDM peripherals.
Note: You can not create a sub-skill group for the System PG, CallManager, and ARS PG
peripheral types. The only operation allowed on these sub-skill groups on these peripheral
types is their removal. Once the sub-skill groups are removed, they can not be added back
into the configuration. However, if a sub-skill group already exists from a Unified CCE
release prior to upgrading, the sub-skill group is still supported after upgrading. Sub-skill
groups are also not supported for non-voice skill groups. That is, you cannot create sub-skill
groups for these media classes: chat, blended collaboration, and email.
peripheral types. The only operation allowed on these sub-skill groups on these peripheral
types is their removal. Once the sub-skill groups are removed, they can not be added back
into the configuration. However, if a sub-skill group already exists from a Unified CCE
release prior to upgrading, the sub-skill group is still supported after upgrading. Sub-skill
groups are also not supported for non-voice skill groups. That is, you cannot create sub-skill
groups for these media classes: chat, blended collaboration, and email.
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Migrating from Sub-skill Groups to Base or Enterprise Skill Groups:
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)
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Chapter 1: Cisco Unified Contact Center Enterprise Agents
About Cisco Unified Contact Center Enterprise Routing