Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

The E-Mail Manager and Collaboration Server provide multichannel capabilities to the IPCC Enterprise
system. Agents can be configured to handle voice calls, email messages, online chat sessions, and integrated
voice/Web content sharing sessions. Both the E-Mail Manager and Collaboration Server connect to the
ICM Central Controller through an Media Routing MR PG (MR PG), which is used for routing and to
the Cisco CallManager PG (or agent PG), which sends agent status to the ICM Central Controller. This
architecture is illustrated in the following diagram.

When the the E-Mail Manager receives an email task request, it sends the task information to the ICM
Central Controller for routing purposes. The ICM Central Controller returns an agent and skill group,
and the E-Mail Manager pushes the task to the agent. If an agent is not available, the task queues logically
at the E-Mail Manager until the agent becomes available. Because the task does not involve voice, physical
queuing is not needed.

When the Collaboration Server receives a single-session or multi-session chat task request, it sends the
task information to the ICM Central Controller for routing purposes. The ICM Central Controller returns
an agent and skill group, the Collaboration Server pushes the task to the agent. If an agent is not available,
the task queues logically in the ICM queue of the Web Collaboration Option until the agent becomes
available. Because the task does not involve voice, physical queuing is not needed.

If the Collaboration Server is used for callback, delayed callback, or Blended Collaboration sessions, it
also sends the task information request to the ICM Central Controller for routing purposes. However, the
Media Blender component is also involved in the task process. When the ICM Central Controller returns
an agent and skill group, the Media Blender ensures the correct agent and caller engage in an automatic
phone call and Web collaboration. If an agent is not available, the task queues logically in the ICM queue
of the Collaboration Server until the agent becomes available. Because the task does not involve voice
until the Media Blender actually places the call, physical queuing is not needed.

The Collaboration Server implementation might also include the Dynamic Content Adapter (DCA)
component that enables agents and customers to share Web content that is secure, personalized, live,
interactive, or transactional (SPLIT content).