Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

Routing Tasks for Multichannel Options

If you have installed multichannel features with Cisco IPCC Enterprise, it is important that you
understand how ICM/IPCC software routes contacts and requests made from the Cisco
Collaboration Server and the Cisco E-Mail Manager server.

This chapter contains the following topics:

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Configuring ICM/IPCC software for Multichannel Routing

To route contact requests submitted from the World Wide Web or E-Mail, you must have
configured:

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Media Routing Peripheral Gateway

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Media Routing Domains and Media Classes

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Multichannel agents

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Application instances

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Administration connections

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Multichannel skill groups

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Multichannel routing scripts

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)