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Gadgets are enabled only for the Contact Director deployment type.įor Contact Director configuration limits, see the chapter on configuration limits in the Solution Design Guide for Cisco Unified Contact Center Enterprise at. The target system's routing scriptsĭetermine the final method for handling the request. The call to the Unified CCE target system whose precision queue or skill group Precision queues from the group for the routing decision. If condition to include or exclude the individual skill groups and Skill group or precision queue in that group for a routing request. Each group has a rule that defines the logic for selecting the best Group is a collection of skill groups and precision queues across target Of calls in queue, agent availability, average handle time, and custom calculations.Īdministration to create and maintain the Contact Sharing groups and rules. You can configure Contact Sharing to base routing decisions on factors such as the number Needs agent attention, Contact Sharing decides where to route the call based on Live Data real-time state information from

The Contact Director (sometimes called an IVR ICM) acts as an initial entry point for the call. Sharing enables customers with multiple Unified Contact Center Enterprise (Unified CCE) systems to distribute calls across Theģ instances can support a total of 24,000 active agents.Ĭontact Sharing uses extrapolation to distribute calls and increase the overall agent and call handling capacity. The Contact Sharing feature uses a Contact Director to distribute incoming contacts to up to 3 Unified CCE instances.