Routes and Targets Subsystem
For every routing request it processes, the system software determines an announcement to be played to the caller, a route for the call, or a special action such as ring-no-answer or signal busy.
To see the elements of the routes and targets subsystem and the order in which you must define them, see the following figure. Note that elements in this subsystem depend on elements defined in the routing client and peripheral subsystems. For example, you must define a network trunk group and trunk group, which are part of the peripheral subsystem, before you can define a peripheral target.
Routing Targets
The system software can route a call to a carrier resource such as an announcement or to a target at a peripheral. A peripheral, such as an ACD, PBX, or Unified Communications Manager (Unified CM) dispatches calls within a contact center.
Peripheral targets
Depending on the capabilities of the peripheral and the type of routing instructions you use, the system software might choose a specific agent at the peripheral to handle the call. In that case, the peripheral merely dispatches the call to the chosen agent. In other cases, the system software might specify only a group of agents or a type of service to be provided to the caller.
The system software can route to three types of peripheral targets:
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Agent. A specific individual who receives calls through the peripheral. (The system software, however, cannot guarantee that the specific agent will be available when the call arrives.) The Queue to Agent node allows the targeting of a task (the work performed by an agent) to a script-specified agent. This node enables an agent to receive and operate on more than one task at a time.
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Skill group. A group of agents who share a common set of skills and who can, therefore, all handle a specific type of calls. Each skill group contains one or more agents. If supported by the peripheral, each agent can be a member of more than one skill group.
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Service. A type of processing the caller requires. For example, a peripheral might have services defined for sales, technical support, or opening new accounts. Each service has one or more skill groups whose members can provide the service. Each skill group can be associated with more than one service.
In the last two cases, the peripheral must choose a specific agent within the group who can provide the service. In each case, the peripheral plays a key role in completing the routing that the system software has determined. Therefore, the system software and the peripheral must be set up to complement each other. They must have the same understanding of the agents, skill groups, and services available at each site.
Scheduled Targets
Some routing clients also support scheduled targets. A scheduled target is a group of agents not associated with a Peripheral Gateway. The system software cannot monitor the group directly. Instead it relies on a periodic schedule to determine the number of agents logged on to the group. The routing client informs the system software when a call to the group ends. Since the system software knows how many calls it has routed to the group, it can determine the number of calls in progress. Based on this and the schedule, the system software can determine whether the target can handle an additional call.