Precision Routing is a feature available with Cisco Unified Contact Center Enterprise (Unified CCE), Release 9.0. Precision Routing provides multidimensional routing with simple configuration, scripting, and reporting. Agents are represented through multiple attributes with proficiencies. You can use a combination of attributes to create multidimensional precision queues. Using Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent that best matches the precise needs of the caller.
To configure Precision Routing, you can use a user interface or you can use Web Service REST API. This document describes how to use Web Services API. To implement Precision Routing using the user interface, see either the online help or the Precision Routing DocWiki at: http://docwiki.cisco.com/wiki/Precision_Routing_Release_9.0(1).
Web Service API
You can use Web Service REST API to create, delete, update, and read operations on Precision Routing objects. You can access the APIs over HTTP using REST through POST, GET, PUT, and DELETE requests. The input format is XML for all API calls other than GET and DELETE. All output is provided as XML when there is a response other than the HTTP headers. The descriptions of the commands detail which commands accept which format.
XML is case-sensitive. When XML data is sent to the server, the tag names must match the same case. For example, <Name> and <name> are two different XML elements.