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pradeepde Tue, 01/03/2006 - 12:14
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Routing a call in the IPCC environment involves the following

components/actions:

Routing client, which involves CCM, IP-IVR, PSTN (NIC), and other ACDs

Routing request

Routing script

Device target on the CCM

Route response

Essentially, when a routing client makes a request for a route from the ICM platform, it receives the response and delivers the call to the specified destination. If an IPCC agent is available, ICM software routes the call to the device target

(phone) on the CCM (device targets are dynamically associated with the agent when the agent logs in to the system). If an agent is not available, ICM software can be scripted to route the call to the IP-IVR, where it is queued until an agent

becomes available.



This url should help you:

http://www.cisco.com/application/pdf/en/us/guest/products/ps1844/c1693/ccmigration_09186a00800b4c56.pdf

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