Cisco Cisco IPCC Web Option

Additional Configuration Setups

After configuring the system software, you need to perform the following configurations in the
Cisco Unified Interaction Manager application:

•

Once you have configured the system software and Cisco Unified Interaction Manager, more
configuration must occur on the Cisco Media Blender server.

Note: Refer to the Cisco Media Blender Administration Guide, Release 7.1, for details.

•

Unified ICM and ACD queues:

If the Cisco Unified Interaction Manager will be used to send requests submitted to it to the
system software, you must create one Unified ICM queue. When a request is submitted to a
Unified ICM queue, the system software will route the request to the Cisco Unified Interaction
Manager and agent most appropriate to handle the request.

If you are using legacy ACDs for blended collaboration you must create ACD queues on the
Cisco Unified Interaction Manager. ACD queues are used to communicate with Cisco Media
Blender.

Refer to the Cisco Unified Interaction Manager installation CD for documentation on performing
these configurations.

Using Application Gateways

An application gateway is an optional Unified ICM feature that allows you to invoke an external
application from within a script (using a Gateway node). You can pass data to the application
and receive data in return, which you can then examine and use for routing decisions.

Before you can use these nodes in a script, you must first configure the gateways.

The application gateway requires connection information to communicate with the external
application. You perform this task using the Configuration Manager.

Configuring Application Gateways

You must configure an application gateway for each application you want to access from within
scripts.

Configuration information includes data such as:

•

The type of application the gateway will interact with: a non-Unified ICM application or an
application on another Unified ICM system

•

The form of connection the gateway will use: duplex or simplex

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)