Cisco Cisco Collaboration Server (CS) User Guide

Cisco Collaboration Server Agents Supervisor Guide – Version 5.0 

If you are using the single-session agent desktop, you can be in session with only 
one Chat caller at a time.  If you are using the multi-session agent desktop, you can 

engage in several simultaneous Chat sessions at once. 

You can receive Chat requests if you are using one of the following configurations: 

•  Single-session agent desktop with Collaboration Server routing 

•  Single-session agent desktop with ICM routing 

•  Multi-session agent desktop with Collaboration Server routing 

•  Multi-session agent desktop with ICM routing 

•  Single-session desktop with ACD routing 

Note: If you have ACD routing, Chat requests are referred to as Blended Chat 
requests. 

Collaboration Server routing  

  Collaboration Server Routing with the Single-

session Agent Desktop 

  Collaboration Server Routing with the Multi-session 

Agent Desktop 

ICM routing 

  ICM routing with the Single-session Agent Desktop 

  ICM routing with the Multi-session Agent Desktop 

ACD routing 

ACD Routing with the Single-session Agent Desktop 

A scenario in which an agent engages in a Chat session  Multi-session Chat Session Scenario 

Blended Collaboration requests are associated with skill groups and you receive 
requests that match your skill groups.  A caller may have to select an area of 

concern or interest (a skill group) from the Caller Connect page.  Otherwise, the skill 
group is embedded in the Caller Connect page.  

You receive requests that match your skill groups. 

A phone call is placed automatically from your phone to the caller's phone and you 

enter a Collaboration session with the caller.  Both your phone and the caller's phone 
ring when the  phone call occurs.   As you talk on the phone, you can use 
Collaboration features to further help the caller.   

A caller may make a Blended Collaboration request if the caller can use the 

 

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