Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet

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.

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.

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.

Cisco Collaboration Server can use its own internal routing engine or it can use the ICM's routing engine 
to assign incoming calls to agents. Cisco Collaboration Server provides the ability, through its 
multi-session chat desktop, for agents to work with more than one caller at a time.

Cisco Interaction Manager provides an integrated suite of interaction channels that include Cisco 
Unified E-mail Interaction Manager (Unified EIM) and Cisco Unified Web Interaction Manager 
(Unified WIM).

There is a design guide specifically for the Cisco Interaction Manager platform, Cisco Unified Web and 
E-Mail Interaction Manager Solution Reference Network Design (SRND) Guide For Unified Contact 
Center Enterprise, Hosted, and ICM, available at 

Agents can handle both inbound and outbound contacts, which helps in optimizing contact center 
resources. The Cisco Unified Outbound Option enables the multi-functional contact center to take 
advantage of Cisco Unified CCE enterprise management. Contact center managers in need of outbound 
campaign solutions can take advantage of the enterprise view that Cisco Unified CCE maintains over 
agent resources.

Cisco Unified CCE provides the capability for an agent to use any PSTN phone and a quality high-speed 
data connection between the agent desktop and the CTI OS server. For design guidance and 
considerations for implementing Cisco Unified Mobile Agent, see the chapter on 

Cisco Unified System Contact Center Enterprise (Unified System CCE) is a deployment model that 
simplifies installation and configuration by using three predefined configurations for Unified CCE that 
eliminate unnecessary Unified ICM and non-Unified CCE deployment options. Unified System CCE