Cisco Cisco IPCC Web Option User Guide
Figure 3: IPCC Enterprise with Multichannel Options
When the E-Mail Manager receives an e-mail task request, it sends the task information to the
ICM/IPCC Central Controller for routing purposes. The ICM/IPCC 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.
ICM/IPCC Central Controller for routing purposes. The ICM/IPCC 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/IPCC Central Controller for routing purposes. The
ICM/IPCC 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/IPCC
queue of the Web Collaboration Option until the agent becomes available. Because the task
does not involve voice, physical queuing is not needed.
sends the task information to the ICM/IPCC Central Controller for routing purposes. The
ICM/IPCC 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/IPCC
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/IPCC Central Controller for
routing purposes. However, the Media Blender component is also involved in the task process.
When the ICM/IPCC 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/IPCC 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.
sessions, it also sends the task information request to the ICM/IPCC Central Controller for
routing purposes. However, the Media Blender component is also involved in the task process.
When the ICM/IPCC 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/IPCC 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).
(DCA) component that enables agents and customers to share Web content that is secure,
personalized, live, interactive, or transactional (SPLIT content).
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
37
Chapter 2: Understanding Cisco IPCC Reporting Architecture
IPCC Enterprise with Multichannel Applications Architecture