Cisco Cisco IPCC Web Option
Configuration Overview
This chapter provides the following information:
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An introduction to the system software and its components
•
An introduction to the Administration Data Server Group and Administration Client Group
tools
tools
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A summary of system management tasks
This chapter contains the following topics:
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•
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Software Overview
This section provides an overview of the following:
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Cisco Unified Intelligent Contact Management Overview
Unified ICM provides enterprise-wide distribution of multi-channel contacts (inbound/outbound
telephone calls, Web collaboration requests, email messages, chat requests) across geographically
separated contact centers. Unified ICM is an open standards-based solution whose capabilities
telephone calls, Web collaboration requests, email messages, chat requests) across geographically
separated contact centers. Unified ICM is an open standards-based solution whose capabilities
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 1