Why can't I dial an Agent ID or Skill Group? Please Help.
it has all to do on how the CTI solution aligns with the underlying telephony system.
The IPCC associations basically means that the CTI solutions monitors the device/line status and could acquire control on it, it doesn't imply there is some specific linkage that could be invoked from a CTI interface prospective, this is though an interesting topic, that I will followup for future releases if suitable.
In most of the PBX scenarios you had a PBX first and then a CTI solution built on top of it, once the CTI application registers with the PABX it will poll the PBX system and "control and do whatever it wants" with the PABX devices, basically using the PABX services.
We had already two working systems when we integrated between the ICM and the Call Manager didn't built one solution on top of the other and we can do what you are mentioning but by different methods based on how the solutions were merged:
1) From the ICM side via scripting using the agent to agent transfer node, the queue to skillgroup node etc.
2) From the CTI side, with DB dips retrieving the extensions for the agents or in the event of the skillgroup providing a route point number that will trigger an ICM script pointing to a queue to skillgroup node.
You could not route directly to a skillgroup as the SG is an ICM abstraction concept that is not replicated in the Call Manager Telephony system.