Routing and Queuing
This chapter presents basic routing concepts. It also explains the
two types of queuing models for reporting and how they affect reporting
When Unified CCE software receives a routing request, it
determines the appropriate destination for the call by executing routing
These scripts use real-time information about activity at
the contact centers to find the destination best able to handle the call. You
can monitor how the system is handling calls and can make changes to the
scripts when needed, using the Script Editor.
(called a routing target) can be a network target such an
announcement or a ring, or a skill target such as an agent, a skill group, or a
service. Once these targets are defined in the Configuration Manager, they can
be specified in the routing script.
Pre-routing is a routing decision
that is executed before the call terminates at the call center. With
pre-routing, the Network Interface Controller (NIC) receives the route request
from the IntereXchange Carrier (IXC) and passes the call information along to
Unified CCE software.
Unified CCE bases pre-routing decisions on
real-time data gathered by the PGs at the call center sites. Unified CCE then
runs the appropriate script that defines how the call is to be routed.
A pre-routing request therefore determines the initial destination for a
Post-routing is a routing decision made after the
call has initially been processed at a VRU or call center. Post-routing enables
Unified ICM to process calls when an ACD, VRU, or PBX generates a route request
via the PG.
Unified ICM executes scripts to process the route
request and return the destination address. This directs the ACD/PBX to send
the call to an agent, skill group, service or Call Type in the same call center
or at a different call center. In making a post-routing decision, Unified ICM
software can use all the same information and scripts used in
A post-routing is sent by the peripheral to refine the
original route or redirect the call.
Your ACD Supplement
Guide describes the features of Unified ICM post-routing available
with the ACD, as well as any considerations you should be aware of when using
post-routing or Translation Routing on the PG.
is the term used when additional information is sent along with a call.
This type of routing is necessary because the carrier can deliver
voice, but has no way to deliver data
to the peripheral.
Unified CCE software works with the PG to
deliver the call to the final destination on the peripheral and to ensure that
the appropriate information collected for the call is also delivered to the
Once the data is delivered to the peripheral, the
PG receives back information about which agent the call will be sent to.
You define Translation Routes with the Configuration Manager, using the
Translation Route Wizard.
Refer to your ACD Supplement
Guide to see if your ACD supports translation routing and for any
considerations you should be aware of when using translation routing on the
Translation routing is always used when a call
moves from one peripheral to another. A call can also be translation routed
from the network.
- The term ICM TranslationRoute is
used when calls are translation routed to a peripheral that is an
- The term TranslationRouteToVRU is used when calls
are translation routed to a peripheral that is a VRU.
Translation routing plays a significant role in the accuracy of reporting
and allows for cradle-to-grave call tracking and reporting. Some reporting
metrics gathered for Call Types and skill groups are applicable only if calls
are translation routed.
Skills-based routing is a routing decision
whereby a call is routed to the skill group that has agents with the
Queued calls are calls that are being
held until an agent is available.
Unified CCE software calculates a
number of call center metrics based on the time spent in queues.
It is important to understand the two models of queuing and how queuing
affects reporting metrics.
ACD queues are used to queue calls
on a targeted ACD and are controlled by the ACD.
Unified ICM might route a call to the ACD, based on knowledge gathered by
the PGs that a certain skill group or service at that ACD
is best suited to answer the call.
Once the call arrives at the
ACD, if an agent is not available, the ACD queues the call to the skill group.
Optionally a call can be queued to a skill group on the ACD during agent
transfers or resulting from a call treatment provided on the ACD.
Enterprise queues are controlled by
Unified ICM using the Service Control Interface (SCI), irrespective
of the telephony platform chosen to queue the call.
model, calls are held at a "network-level" VRU that has an enterprise view of
available agents, based on the skill groups and services configured for the
The following telephony platforms are
supported for Enterprise queuing:
- Cisco Voice Portal
and Cisco IP-IVR, when connected to Unified ICM by a VRU PG
- A third-party VRU that supports service control and is connected to
Unified ICM by a VRU PG
- A VRU at the TDM Network that
supports service control and is connected to Unified ICM by a NIC
- For deployments where Unified ICM provides integration to an ACD for
agent level routing using the ARS PG, the ACD itself is used as the telephony
platform that queues the call as directed by the ICM.
Enterprise queues are an efficient way of routing a call in your
enterprise network and are also a cost-effective way to save on toll charges
before terminating a call on the ACD.
How Calls Offered and Calls Queued Are Incremented
The Skill_Group_Real_Time database
tracks calls offered and calls queued in separate fields.
Therefore, there is no double counting of calls queued and offered at the
ACD and calls queued and offered at the network.
Effect of Enterprise Queues on Reporting
The use of enterprise queues affects Call
Type, Skill Group, and Service reporting.
The reporting metrics
that are affected include queued metrics, answered metrics, service level
metrics, and abandoned metrics.
The reporting of these metrics is
also affected by whether or not the call was
routed when sent
to an ACD. For more information, see, translation-routed.
- Some reporting
metrics for skill groups and call types are applicable only if calls are
- Translation routing plays a
significant role in the accuracy of reporting. Some reporting metrics gathered
for Call Types and skill groups are applicable only if calls are translation
routed. Calls can be translation routed either to a VRU Peripheral or to an
- Translation routing is primarily applicable when
Unified ICM software is used for Enterprise Routing to traditional ACDs. This includes deployments connected to
legacy ACDs using any supported TDM PG such as Aspect PG and deployments
connected to Cisco Unified System Contact Center using IPCC Gateway PG.
Translation Routing enables Unified ICM for cradle to grave reporting.
- For deployments where Unified ICM provides integrations
to an ACD for Enterprise Routing, the following is true:
- Unified ICM system reports on ACD queue
- When Unified ICM software is used
to provide initial call treatment and/or enterprise queuing, Unified ICM
software reports on enterprise queue metrics. However, once the call is routed
to an ACD the ACD may queue the call. In this case, Unified ICM software
reports on both enterprise queue and ACD queue metrics.
- Unified ICM system uses a Service Control VRU as the
telephony platform for enterprise queuing.
- Reporting is the same whether Unified ICM script uses a Send To VRU
node or a Translation Route To VRU node.
When a call is
AnswerWaitTime, ASA, and
Service Level include both the time spent in the
Enterprise queue and the time spent in the ACD queue.
measurement of AnswerWaitTime for a call begins when the call is queued. The
measurement of Service Level begins when the call arrives at the routing script
or when its Call Type is changed.
This method of measurement means that if self-service
is performed on a call before the call is queued to an agent, the routing
script must be set up to change the Call Type when self-service is completed.
Otherwise, the time spent in self-service will negatively impact the Service
- Abandoned statistics are
classified in three ways:
- Calls that abandoned while ringing at the agent desktop.
- Calls that abandoned in an Enterprise queue
while waiting for an available agent.
number of calls that abandoned. This number includes calls that abandoned in a VRU
(prompting), calls abandoned in both Enterprise queue and ACD queue, and calls
that abandoned at the agent.
Although the total abandons includes
calls that abandoned at the ACD, there is no separate count for only those
calls that abandoned at the ACD.
When a call is not
- The Call Type
Abandoned metrics allow you to determine the number of
calls that abandoned in an enterprise queue while waiting for an available
agent and the number of calls that abandoned while in self-service.
However, they do not allow you to determine the number of calls
that were abandoned after they left the VRU and before an agent answered them.
- The Call Type Answered metrics will
always be zero and are not applicable.
- The Call Type
Service Level metrics are not applicable.
Skill Group Metrics
When a call is translation-routed:
- The Skill Group Answered metrics include only time spent in the ACD queue.
When a call is not
- The Skill Group
Queued metrics are applicable.
Skill Group Abandoned metrics allow you to determine the
number of calls that abandoned in an enterprise queue while waiting for an
available agent, but they do not allow you to determine the number of calls
that abandoned after they left the VRU and before an agent answered them.
The ACD report shows calls that abandoned after they arrived at the
- The Skill Group Answered metrics
do not include any time spent in the enterprise queue and therefore are not
None of the skill group metrics
include time spent in self-service, or calls that ended during self-service. A
call is not associated with a skill group until it is queued, and a call is
queued after self-service is complete.
If a Service Control VRU is used for VRU
application, the Service metrics can be used to provide performance measures
for the VRU service. The type of VRU and configuration determines the
information and usefulness of the metrics reported for the VRU service.
The metrics reported for Unified ICM Services defined for the ACD
peripherals do not include any time spent in the enterprise queue. Hence the
service metrics are not useful when using an enterprise queue.
Precision Routing is
a feature available with Cisco Unified Contact Center Enterprise (Unified CCE),
Release 9.0 and later. Precision Routing enhances and can replace traditional
routing. Traditional routing looks at all of the skills to which an agent
belongs and defines the hierarchy of skills to map business needs. However,
traditional routing is restricted by its single dimensional nature. Precision
Routing provides multidimensional routing with simple configuration, scripting,
and reporting. Agents are represented through multiple attributes with
proficiencies so that the capabilities of each agent are accurately exposed,
bringing more value to the business.
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.
For more information on
precision routing, see the
Contact Center Enterprise Features Guide at
Routing is supported only on Unified CCE Communications Manager PG.
Routing is only supported by inbound Unified CCE agents.