Cisco Systems ICM Software Version 4.5 1.2.5. Routes

The Call Center Enterprise 29
1. Overview
Figure 9 shows an example of how service arrays relate to peripheral
services and network trunk groups.
DAL
Trunks
T1’s
Network Trunk
Group
Routing Cl ient
(IXC, PG)
VRU1 VRU4VRU3 VRU2
Dal_VRU1.Sales
Service
Array
Dal_VRU1.Help
Dal_VRU2.Sales Dal_VRU3.Sales Dal_VRU4.Sales
Dal_VRU2.Help Dal_VRU3.Help Dal_VRU4.Help
Figure 9: Service Arrays
When several VRUs each support a peripheral service, as shown in
Figure 9, you can define a service array for those VRUs. You can define
one or more peripheral services on a VRU. Each VRU can have more
than one service array defined.
Service arrays also give you flexibility in reporting on call center
performance by providing a separate view into the performance of
peripheral services on VRUs. For example, in Figure 9 a peripheral
service report would provide data for one VRU. An enterprise service
report would provide data for an arbitrary collection of VRUs and
ACDs. A service array report, however, would provide data on one
group of VRUs that are sharing a network trunk group.
1.2.5. Routes
A route is a value that is returned by a routing script. The value maps to
a target at a peripheral. This target can be a service, skill group, agent, or
translation route. More simply, a route is the destination of the call after
the ICR has made its routing decisions.