Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Non-voice MRDs

Collaboration server uses Non-voice MRDs for the following types of requests:

•

Single-session chat

•

Multi-session chat

•

Blended Collaboration with IPCC

The Voice MRD

The Voice MRD handles these types of requests:

•

Blended Collaboration with legacy ACDs (rather than IPCC)

•

Blended chat with legacy ACDs (these are requests for chat, but with agent reservation on
the ACD)

•

Web callback and delayed callback with both ACDs and IPCC

Example - Queuing a Web Request to a Skill Group

The following script example shows how a Web request can be queued to a skill group:

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)