User Guide

Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill Group
The following diagram displays a sample routing script that uses the dialed number for the MR
routing client and routes through a Select node to a previously configured skill group. Add
additional DN nodes to route to agents in additional skill groups as you must maintain a 1:1
ratio of dialed numbers to skill groups.
Warning: The outbound percentage in the Set node must be set to a value other than zero
(0) or it appears to the node that there are no agents assigned to the Outbound Option
and no outbound calls will be made.
Warning: Do not use Select Route nodes, multiple skill groups, or services.
Note: Translation routes are not used in the IPCC System PG, so routing scripts using this PG
do not need to use this object.
Configuring Queue to Agent Node
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Right-click the Queue to Agent node and select Properties.
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Click Change in the “Queue to agent type” section.
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Click Lookup agent reference by expression, then click OK.
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Enter the agent expression Call.PreferredAgentID.
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Make sure the Peripheral column is left blank.
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Select the enterprise skill group.
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Select the enterprise route.
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Click OK to save the Queue to Agent node.
Figure 142: Queue to Agent node Properties
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 13: Example Scripts
Additional Example Outbound Option Scripts