Cisco Cisco Collaboration Server (CS) User Guide

Cisco Collaboration Server Agents Supervisor Guide – Version 5.0 

Technical details on ICM routing 

Cisco Collaboration Server Administration Guide 

Understanding your single-session agent desktop involves the following: 

•  Queue tab appearance and behavior 

•  Ready behavior 

•  Blended telephone and Collaboration server behavior 

The following image is an example of a Queue tab with ACD routing: 

 

You can receive the following types of requests: 

•  Blended Collaboration requests 

 

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