Agent based routing

Posted: August 5, 2006 by sankar in IPCC Express

a. Use GetUser step to create a User object from a userid or extension. Store the result in a User variable called studentagent.

b. Use SelectResourcestep and change Routing target type to Resource. Specify Resource Target as studentagent. Set the timeout to a value < Call Forward No answer timeout set for the agent’s phone in Callmanager. One ring is 4 seconds.

c. With agent based routing, you route the call to a specific agent. Say caller calls into IPCC and selects option 1, the call is routed to agent1. Caller selects option 2, call is routed to agent 2 and so on and so forth.

** No matter how many agents are available (Ready status), call will be routed only to the particular agent specified in the script.

** With agent based routing, if the agent doesnt pickup the call, the agent is set to not-ready state and even if he logs back into the queue, call is not routed back to the  specified agent. So there is no point in putting a queueloop inside the Failed step.

** Agent based routing has separate Wrapup time and Automatic Work settings compared to  the CSQ. No matter what you set at the CSQ level, it doesnt affect the agents behaviour after he terminates the call. To force the agent to work state when doing Agent based routing, go under RmCm->Agent Based Routing settings -> set the Automatic Work to enabled and Wrapup time to X number of seconds.


  1. Jian S says:

    Thanks. I have used this site more than once to resolve problems I encountered. Any suggestions on reporting on the agent based calls. I deployed a call center that request to route to agents first then CSQs. But I am not quite sure how can those calls be tracked using the built in reports

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