Cisco Cisco IPCC Web Option
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Presence integration to increase caller satisfaction through improved agent performance, and
knowledge-worker expertise
knowledge-worker expertise
Unified CCE allows you to smoothly integrate inbound and outbound voice applications with
Internet applications such as real-time chat, web collaboration, and email. This integration
enables a single agent to support multiple interactions simultaneously regardless of which
communications channel the customer has chosen. Since each interaction is unique and may
require individualized service, Cisco provides contact center solutions to manage customer
interactions based on almost any contact attribute.
Internet applications such as real-time chat, web collaboration, and email. This integration
enables a single agent to support multiple interactions simultaneously regardless of which
communications channel the customer has chosen. Since each interaction is unique and may
require individualized service, Cisco provides contact center solutions to manage customer
interactions based on almost any contact attribute.
See Also
For detailed information about Unified CCE, refer to the Installation and Configuration Guide
for Cisco Unified Contact Center Enterprise & Hosted and the Administration Guide for Cisco
Unified Contact Center Enterprise & Hosted.
for Cisco Unified Contact Center Enterprise & Hosted and the Administration Guide for Cisco
Unified Contact Center Enterprise & Hosted.
Configuration Management
Unified ICM configuration information is permanently stored in the Central Controller database.
The system software configuration consists of hardware entities, call targets, announcements,
routes, dialed numbers, and regions. Use the Unified ICM/CCE/CCH Configuration Manager
(referred to as the "Configuration Manager" in this guide) tools to create and modify configuration
data. When you apply a change in the Configuration Manager, it is immediately applied to the
central database.
The system software configuration consists of hardware entities, call targets, announcements,
routes, dialed numbers, and regions. Use the Unified ICM/CCE/CCH Configuration Manager
(referred to as the "Configuration Manager" in this guide) tools to create and modify configuration
data. When you apply a change in the Configuration Manager, it is immediately applied to the
central database.
To get started setting up and maintaining your configuration, see Chapter 3, "
."
Script Management
After you have set up your configuration, you can write routing scripts and administrative scripts:
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A routing script processes a call routing request from a routing client and determines the best
destination for that call. The system software then passes a label associated with the destination
back to the routing client.
destination for that call. The system software then passes a label associated with the destination
back to the routing client.
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An administrative script runs periodically to perform a task, such as setting variables.
Use the Script Editor to create, maintain, and monitor scripts.
You can set up different routing scripts to execute for different types of tasks. You can define
call types in terms of the telephone number the caller dialed, the number the caller is calling
from, and additional digits entered by the caller. For each call type, you can schedule different
routing scripts to execute on different days or at different times of the day. The Figure " Sample
Routing Script" shows a sample routing script.
call types in terms of the telephone number the caller dialed, the number the caller is calling
from, and additional digits entered by the caller. For each call type, you can schedule different
routing scripts to execute on different days or at different times of the day. The Figure " Sample
Routing Script" shows a sample routing script.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 1: Configuration Overview
Configuration Management