User Guide

Selecting Routing Targets
After defining how a script is to categorize contacts, you typically use the nodes available in
Script Editor to specify how the contact is to be routed to a target. By selecting routing targets,
you determine the destination for contacts.
This chapter contains the following topics:
•
What is a Routing Target?, page 54
•
What is a Route?, page 54
•
What is a Translation Route?, page 54
•
What is a Target Set? , page 54
•
Skill Target, page 54
•
Agents: How to Define a Set of Agents Who Can Receive the Contact, page 55
•
Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact, page 56
•
Services: How to Define a Set of Services That Can Receive the Contact, page 58
•
Enterprise Skill Groups: How to Define a Set of Enterprise Skill Groups That Can Receive
the Contact, page 59
•
Enterprise Services: How to Define a Set of Enterprise Services That Can Receive the Contact
, page 61
•
Network Targets, page 62
•
How to Route a Call to an Announcement, page 62
•
How to Route a Call to a Scheduled Target , page 64
•
How to Route a Call to an Unanswered Ring, page 65
•
How to Route a Call to a Busy Signal , page 65
•
How to Return a Label to a Routing Client, page 66
•
How to Return Multiple Labels to a Routing Client, page 68
•
Selecting Targets by Rules , page 69
•
Distributing Contacts to Targets , page 74
•
Selecting Targets and Distributing Contacts Using One Node, page 75
•
Transferring Calls from Agents to Agents, page 78
•
Sending a Contact to a Different ICM System, page 80
•
Stopping Script Processing, page 81
•
Using Target Requery , page 83
•
Checking Targets , page 86
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
53
Chapter 4