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Version: 5.x

Task Routing

To use the media channels on the b+s Connects for ServiceNow gadget, the following requirements must be met:

  • The agent must either be assigned to a skill group or to a precision queue (at least one) of the corresponding Media Routing Domain (MRD).
  • The corresponding MRD is configured in the Service Layout of the b+s Connects for ServiceNow application. See Service Layout configuration.
  • Cisco SocialMiner is installed and configured so that it is accessible from the ServiceNow instance. See Cisco Social Miner Configuration.
  • Business rules are created in the global scope to route the corresponding task object. See Business Rules Examples.

Limitations​

  • Wrap-Up and transfer is not supported for media channels.

Cisco SocialMiner Configuration​

In this version Cisco SocialMiner has to be installed and configured. The MR pim connects to this SocialMiner.

info

The Cisco SocialMiner has to be accessible for the MR PG of the CCE (normally port 38001) but only from the internet over Port 443. Installing the SocialMiner in the DMZ is therefore recommended.

In the Cisco SocialMiner Configuration a new feed has to be created with type Task. Then open the following URL: https://< URL_TO_SOCIALMINER >/ccp-webapp/ccp/feed and login with your SocialMiner admin credentials. This returns an XML with all configured feeds. Choose the one just created and copy the pushFeedURL. This is the URL needed for the Business Rule.

Cisco Contact Center Configurations for Media Routing​

To configure the media routing feature the following components are needed:

  • Unified CCE Web Administration (at https://< FQDN >/cceadmin)
  • Configuration Manager on Unified CCE Administration Workstation (AW-HDS-DDS)
  • Script Editor on Unified CCE AW or Internet Script Editor
  • Peripheral Gateway (PG) Setup on the Cisco Unified CCE PG server

The setup requires these configuration steps:

  • Configure Network VRU for Media Routing
  • Configure Media Routing PG and PIM
  • Set up the Media Routing PG and PIM
  • Add Media classes
  • Add Media Routing Domains (MRD)
  • Define Application Paths and add members
  • Configure Call Type
  • Configure Dialed Number / Script Selector
  • Configure Skill Groups
  • Configure Labels
  • Create a CCE script for Media Routing
info

The following guide refers to the media configuration on Cisco Unified Contact Center Enterprise only. Using the official Cisco documentation here is highly recommended.

Configure Network VRU for Media Routing​

  1. Open the CCE Configuration Manager on AW-HDS-DDS and navigate to the Network VRU Explorer.
  2. Add a new Network VRU. Name (example): MR_VRU Type: Type 2

Configure Media Routing PG and PIM​

Open the CCE Configuration Manager and navigate to PG Explorer.

Add a new PG​

Name (example): MR_PG

Client type: MediaRouting

Add a new Peripheral​

Peripheral tab

  • Name (example): MR_PIM

  • Client type: MediaRouting

  • Enable post routing: enabled

Advanced tab

  • Network VRU: select the Network VRU MR_VRU configured in the previous step

Routing Client tab

  • Routing Type: NONE
tip

Take a note of the Logical Controller ID and the Peripheral ID as they will be used in later steps.

Set up Media Routing PG and PIM​

  1. On the Cisco Unified CCE PG server, open the Cisco Unified CCE Tools and select Peripheral Gateway Setup. The Cisco Unified ICM/Contact Center Enterprise Components Setup window appears.

  2. In the ICM Instances panel, check if the correct instance is applied and verify its properties by clicking Edit.

  3. In the Instance Components panel, select the appropriate component and click Edit. If there are no components set up, click Add to add a new one.

  4. The Peripheral Gateway Properties window now appears. Besides required configurations for the node manager and node, select MediaRouting on the left side of the Client Type Selection panel and click Add >>. Then click Next >. Click Yes at the prompt to stop the service.

  5. On the Peripheral Gateway Component Properties window, click Add..., select the next available PIM and configure it.

    1. Check the Enabled check box
    2. Peripheral Name (example): Media Routing
    3. Peripheral ID: enter the Peripheral ID for the unused multichannel peripheral that you identified in the previous step

    Enter corresponding values for all other entries as needed. Click Next > and accept all default values (verify that the Peripheral Gateway Network Interfaces are correct) until the Setup Complete screen appears.

Add Media Classes​

  1. On the AW-HDS-DDS server open the CCE Configuration Manager and navigate to Media Class List.

  2. Add a new Media Class for Tasks.

    1. Name (example): MC_Connects_Task
    2. Description (example): Task routing integration for b+s Connects for ServiceNow
    3. Life: 300 seconds
    4. Start timeout: 5 seconds
    5. Max duration: 28800 seconds

Add Media Routing Domains (MRD)​

  1. On the CCE Configuration Manager, go to Media Routing Domain List

  2. Add a new Media Routing Domain for Tasks.

    1. Name (example): MRD_Connects_Task
    2. Media routing domain ID: (assigned by the system)
    3. Media class: MC_Connects_Task
    4. Service level type: Ignore Abandoned Calls
    5. Interruptible: (enabled, checked)

Enter corresponding values for all other entries as needed.

tip

Take a note of the Media Routing Domain ID's as they will be used in later steps.

Define Application Paths and add members​

  1. On the CCE Configuration Manager, navigate to Application Path List.

  2. Add a new Application Instance by clicking Add. In the Attributes tab, enter the following values:

    1. Application instance: (select the required instance)
    2. Peripheral gateway: (the PG configured in previous steps)
    3. Name (example): AppPath_ServiceNow_MR

    Add Application Path Members for all Media Routing Domains configured in previous steps:

  3. Peripheral: (select the PG)

  4. Media routing domain (example): MRD_Connects_Task

Configure Call Type​

  1. On the CCE Configuration Manager, navigate to Call Type List. Click on Add in order to add a new Call Type. Every Media Routing Domain needs a Call Type.
  2. In the Attributes tab, enter the following values:
    1. Name (example): CT_ServiceNow_Task
    2. Call Type ID: (assigned by the system)
    3. Customer: (select the appropriate customer from the dropdown menu)
    4. Description (example): Call Type for ServiceNow Task
    5. Verify all default values and click Save

Configure Dialed Number / Script Selector​

  1. Open the CCE Configuration Manager and navigate to Dialed Number / Script Selector List. Click Add to create a new Script Selector.

  2. In the Attributes tab, enter the following values:

    1. Routing Client: MR_PG (Routing client configured in previous step)
    2. Media Routing Domain: MRD_Connects_Task (MRD configured in previous step)
    3. Dialed Number String: (an unused DN)
    4. Call Type: CT_ServiceNow_Task (CT configured in previous step)

    Repeat this configuration for all DN's needed.

Configure Skill Group​

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Configure either skill groups or precision queues.

Skill Group​

  1. On the CCE Configuration Manager, go to Skill Group Explorer and click (1) Add Skill group to create a new one.

  2. In the Skill Group tab, enter the following values:

    1. Media routing domain: (MRD configured in previous step)
    2. Peripheral number: (assigned by the system)
    3. Peripheral name (example): MRD_Connects_Task
    4. Name (example): Skg_PG1_MRD_Connects_Task

  3. Go to the Skill Group Members tab and assign agents to the skill group.

Precision Queue​

  1. In the Unified CCE Administration, navigate to Manage > Attributes. Click New to create the required attributes. Example attribute: Is agent part of PQ?, Type: Boolean, Default: True.

    For UCCE 12.0: navigate to Organization > Skills and go to Attributes in the upper right corner.

  2. Navigate to Manage > Precision Queues and click New to create a new one.

    For UCCE 12.0: navigate to Organization > Skills and click on Precision Queues in the upper right corner.

  3. Verify default values configured for the precision queue and adapt the following:

    Media Routing Domain: (select one of the MRDs defined in the previous step)

  4. Assign the attributes to the agents.

Cisco Contact Center Script for Media Routing​

Labels​

With UCCE it is possible to configure global predefined labels that can be used in various routing scripts. Use Dynamic labels as an alternative to the normal labels.

  1. On the AW-HDS-DDS server, open the Script Editor application and create a new script.

  2. Insert a label component and open the label properties. Configure it as follows:

    Label Type: Dynamic (or Configured)

    Label Expression (example): Overflow

    We recommend configuring the following labels that simplify routing:

    • Overflow: Too many tasks in queue - tasks will be rerouted after n seconds (configurable with the OverflowDefaultTimeInSec-parameter)

    • Overflow_< WaitTimeMin >: Too many tasks in queue - tasks will be rerouted after < WaitTimeMin > minutes (e.g. 90, rerouted after 90 minutes)

    • Error: Routing error. Cannot be recovered, do not try to reroute again. The Routing Adapter tries to change the case to the configured failure queue.

    • Timeout: No agent found - task is rerouted immediately.

CCE Script​

In order to create a new Routing Script, either Script Editor (on DAW-HDS-DDS) or the Internet Script Editor is required.

The following image shows a sample routing script for media configured with skill groups.

Sample Script

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