Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
1-20
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
Multichannel Subsystems
The ICM has the capability to provide a multichannel contact center that includes email and web
collaboration. It does this through interactions with Cisco E-Mail Manager (CeM) and Cisco
Collaboration Server (CCS). (See
collaboration. It does this through interactions with Cisco E-Mail Manager (CeM) and Cisco
Collaboration Server (CCS). (See
.). Starting from Cisco Unified CCE 7.2, Cisco Interaction
Manager (CIM), which includes E-mail Interaction Manager (EIM) and Web Interaction Manager
(WIM), should be deployed with new installations in order to provide multichannel capabilities. For
more details, refer to the Unified CCE Software Compatibility Guide, available on
(WIM), should be deployed with new installations in order to provide multichannel capabilities. For
more details, refer to the Unified CCE Software Compatibility Guide, available on
.
With CeM and CCS, ICM has three integration points that are used for its multimedia subsystems:
•
Media Routing (MR) interface — The MR interface is through the MR Peripheral Gateway (PG).
Cisco E-Mail Manager and Cisco Collaboration Server use this interface to tell the ICM that they
have a new task that needs to be serviced, and they would like an agent to be assigned.
Cisco E-Mail Manager and Cisco Collaboration Server use this interface to tell the ICM that they
have a new task that needs to be serviced, and they would like an agent to be assigned.
•
Agent Reporting and Management (ARM) interface — The ARM interface is through the CTI server
on the PG to which a given agent is assigned. Cisco E-Mail Manager and Cisco Collaboration Server
use the ARM interface to tell the ICM when the agent is working on a task in their subsystem, and
to monitor the status of agents in the ICM.
on the PG to which a given agent is assigned. Cisco E-Mail Manager and Cisco Collaboration Server
use the ARM interface to tell the ICM when the agent is working on a task in their subsystem, and
to monitor the status of agents in the ICM.
•
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 1-9
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.
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MR PG
Agent PG
Central Controller
CeM
Media Blender
CCS
ConAPI
ARM
MR
Firewall
Administrative
Workstation