Supported Route Requests for Unified EIM and Unified WIM
Packaged CCE supports the following types of multichannel
route requests when integrated with Unified EIM and Unified WIM:
Web callback - A web callback request is one
that does not involve Unified WIM. A customer clicks a button on a
website that says, "Call me back." Then the caller and agent
simply talk on the phone.
Blended collaboration - With blended
collaboration, the caller and agent talk on the phone and are
linked in a collaborative web session. They can share web pages,
forms, and applications, while at the same time conducting a
Text chat - The caller and agent can conduct
a text chat session when a telephone call is not desired or not
possible. They can both chat and collaborate on the web.
E-mail message - The customer and agent
communicate using electronic mail.
Application Request Routing with Unified EIM and Unified WIM
Unified WIM and Unified EIM
applications route requests to the Media Routing Peripheral
gateway (MR-PG). The Media Routing Peripheral Interface Manager (MR-PIM)
on the MR-PG provides a generic interface to queue and route requests.
The MR-PIM communicates with the CallRouter, which runs a routing script
to determine how best to handle the request.
CCE uses a media class ID to identify the type of
media or channel. A media class is a communication channel that is
correlated to an application. Cisco_Voice is a predefined media class that is used for web and delayed callbacks requests and Packaged CCE inbound and outbound voice calls.
Each media class has at least one Media Routing Domain (MRD), which is
a collection of skill groups associated with a medium.
CCE uses the MRD to route a task to an agent who is associated
with a skill group and a particular medium. Each MRD requires a Packaged CCE script, but it is possible to route requests from different MRDs
using one script.
Synchronized Agents and Skill Groups for Unified EIM and Unified WIM
Agents are common across the multichannel software, but skill groups
are application-specific. Agents can be created using Unified WIM or Unified EIM applications or in Packaged CCE and agents can be shared across
applications. When agents or skill groups are created in
Unified WIM or Unified EIM,
they are simultaneously created in Packaged CCE. If an agent is created
in Packaged CCE, the agent must be enabled in Unified EIM and Unified WIM applications if the agent wants to log
in to and work on those applications.
Skill groups are application-specific, and even though they are
simultaneously created in Packaged CCE when they are created in
Unified EIM and Unified WIM , do
not create, modify, or delete them in Packaged CCE. You cannot enable
skill groups in the applications.
Independent Media Queues
You can configure the multichannel software to route all media through
independent queues defined by media class. You can configure agents to
log in to only one media type to take either e-mail, text chat, or voice. In this configuration, requests are queued only
to agents who have logged in to the corresponding media application.
Universal Queue Functionality
Universal Queue is the term used to describe the system's ability to
route requests from different channels to agents who work with customer
contacts in multiple media. With Universal Queue, the Packaged CCE treats
requests from different channels as part of a single queue. Routing
scripts can send requests to agents based on business rules regardless
of the channel from which the request came. For example, the Packaged CCE can
route phone, chat, and e-mail message requests to an agent who works
with all these channels, based on the agent's skills and current tasks.
Universal Queue Configuration Overview
You can configure the
multichannel software to manage a single universal work queue for all
requests. You can configure agents to handle all media types, switching
media on a task-by-task basis. For example, you can configure an agent
as a member of three skill groups if the agent handles voice, e-mail,
and chat, and the agent logs in to the softphone, the Unified EIM,
and the Unified WIM. The agent is assigned the longest waiting
request from any of the three skill groups, or you can choose to
prioritize the requests using the multichannel software scripting
Media Routing Domains
Media Routing Domains (MRDs) organize how requests for each communication medium, such as voice and email, are routed to agents. For example,
the Unified WIM uses a Packaged CCE MRD to route a task to an agent who is
associated with a skill group and a particular channel.
MRDs are defined in
the Packaged CCE configuration and have unique IDs across the enterprise.
When you configure MRDs, you indicate whether tasks for the MRD are
interruptible. If the MRD is not interruptible, an agent working on
tasks for that MRD is not assigned tasks from other MRDs. If the MRD is
interruptible, the agent may be assigned tasks from another MRD.
Typically, tasks in which the agent and customer interact synchronously, such as voice calls and chats, are not interruptible. E-mail messages, on the other hand, are typically
interruptible because contact with the customer is asynchronous.
Therefore, an agent responding to an e-mail message may be interrupted
by a phone call or chat session.
Use Media Routing
Domains to Categorize Contacts
You can categorize contacts
based on the MRD of the route request.
For example, you can
have different MRDs for email
You can have a single script for both types of requests that branches so that
it routes email messages and chats to different targets.
Use the Media
Routing Domain node (in the Routing tab of the Palette).
Figure 1. MRD Domain
You must insert
targets and connections from the MRD node before you define the node's
A branch can
include multiple MRDs, but a single MRD can only be associated with one branch.
Following is the
Properties dialog box for the Media Routing Domain node:
Figure 2. Media Routing
Define Media Routing Domain node properties as follows:
To associate a
MRD with a branch: Select the branch:
Choose a MRD
from the drop-down list.
To delete a
branch, select it and click
To rename a
branch, select it, click
type the new name.
You can define a
branch as Otherwise by selecting the branch and clicking
Otherwise. Execution follows this branch if none of the specified time
ranges apply. You can specify only one Otherwise branch for the node.
Queue to Agent Node
You can queue a contact directly to an agent by using the Queue to Agent
node (in the Queue tab of the Palette).
You can change the Queue to Agent type to:
Specify an agent directly
Select an agent by expression
Change Queue to Agent Type
In the Queue to Agent properties dialog box, click
Change. The Queue Agent Type dialog box
opens:Figure 3. Queue Agent Type
To select a specific agent, select Explicit agent
To select and agent by an expression, select Lookup agent
references by expression.
Select a Priority between 1 (the highest) and 10
Optionally, select Enable target requery.
Specify an Agent Directly
Following is the properties dialog box of the Queue to Agent node when
you select to specify agents directly:
Figure 4. Agent Direct Properties
To specify agents directly:
If necessary, change the Queue to Agent type to Explicit
In the Agent column, select an agent.
In the Media Routing Domain column, select the
media routing domain for the selected agent.
In the Skill Group column, select the skill group
for the selected agent and media routing domain.
In the Route column, select the route for the
selected agent and media routing domain.
Optionally, select Queue if agent not logged in, to
have the contact queued to the agent even if the agent is not currently