Cisco Cisco IP Contact Center Release 4.6.2 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
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Configuration Application Programming Interface (ConAPI) — The ConAPI is through the
Administrative Workstations (AWs). Cisco E-Mail Manager and Cisco Collaboration Server use this
interface to ensure that their configuration and the ICM's configuration are in sync. The ConAPI is
used to create skill groups, configure agents, and create ICM services for routing. This API is
internal to the Cisco Unified CCE solution and cannot be used for third-party customizations.
Administrative Workstations (AWs). Cisco E-Mail Manager and Cisco Collaboration Server use this
interface to ensure that their configuration and the ICM's configuration are in sync. The ConAPI is
used to create skill groups, configure agents, and create ICM services for routing. This API is
internal to the Cisco Unified CCE solution and cannot be used for third-party customizations.
Figure 1-8
Multichannel Subsystem
Cisco E-Mail Manager
Cisco E-Mail Manager provides inbound and outbound email services for agents. Cisco E-Mail Manager
enables incoming email to be processed with a rules engine, categorized into folders for processing, and
queued to agents. When emails are assigned to agents, the agents are able to respond to them, with Cisco
E-Mail Manager providing storage of the conversation and tracking of multi-leg responses.
enables incoming email to be processed with a rules engine, categorized into folders for processing, and
queued to agents. When emails are assigned to agents, the agents are able to respond to them, with Cisco
E-Mail Manager providing storage of the conversation and tracking of multi-leg responses.
Cisco E-Mail Manager has the ability to escalate overdue emails to be synchronously routed through the
ICM router so that they get attention right away. It also has the ability to do some email routing itself.
ICM router so that they get attention right away. It also has the ability to do some email routing itself.
Cisco Collaboration Server
The Cisco Collaboration Server provides web-based collaboration and chat capabilities to agents. These
capabilities can be used independently or as a supplement to voice calls. Cisco Collaboration Server
connects to the ICM through its Media Blender component. This component is required because Cisco
Collaboration Server itself must sit outside the corporate firewall to allow for incoming connections
from customers.
capabilities can be used independently or as a supplement to voice calls. Cisco Collaboration Server
connects to the ICM through its Media Blender component. This component is required because Cisco
Collaboration Server itself must sit outside the corporate firewall to allow for incoming connections
from customers.
When doing blended voice and collaboration sessions with IP-based agents, Media Blender talks to the
Media Routing PG to route calls. When doing blended voice and collaboration with TDM-based agents,
Media Blender talks directly to the TDM switch to queue phantom calls to agents.
Media Routing PG to route calls. When doing blended voice and collaboration with TDM-based agents,
Media Blender talks directly to the TDM switch to queue phantom calls to agents.
Cisco Collaboration Server provides desktop user interfaces for both callers and agents. These
components allow the callers and agents to collaborate using a variety of media, including chat, web
page sharing, advanced web page sharing (using the Dynamic Content Adapter), application sharing,
white boarding. Cisco Collaboration Server also provides an API for developing custom media.
components allow the callers and agents to collaborate using a variety of media, including chat, web
page sharing, advanced web page sharing (using the Dynamic Content Adapter), application sharing,
white boarding. Cisco Collaboration Server also provides an API for developing custom media.
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MR PG
Agent PG
Central Controller
CeM
Media Blender
CCS
ConAPI
ARM
MR
Firewall
Administrative
Workstation