Cisco Cisco E-Mail Manager Unity Integration Option Technical References
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Media Blender Configuration for Rockwell Spectrum
customer and agent talk on the phone and are linked in a collaborative
Web session.
Web session.
Blended collaboration in the Unified ICM integration is provided
when the agent is assigned by Unified ICM (when using IPCC) or by
the ACD (when using a legacy ACD). When Unified ICM selects an
agent for the task, the Web collaboration interface appears on the
agent desktop. At the same time, the agent's telephone places an
outbound call to the customer.
when the agent is assigned by Unified ICM (when using IPCC) or by
the ACD (when using a legacy ACD). When Unified ICM selects an
agent for the task, the Web collaboration interface appears on the
agent desktop. At the same time, the agent's telephone places an
outbound call to the customer.
Callback Button
A button placed on a web site used by the caller to initiate a blended
Collaboration session.
Collaboration session.
Callback Page
A form sent to the caller to retrieve caller information, such as name,
telephone number, and skill group.
telephone number, and skill group.
Caller
An individual submitting a phone call or web-based request to a call
center.
center.
Call Manager
The Cisco Call Manager (CCM) is a computer platform that provides
traditional PBX telephony features and functions to packet telephony
devices such as Cisco IP phones and Voice over IP (VoIP) gateways.
The Call Manager also supports supplementary and enhanced services
such as hold, transfer, forward, conference, automatic route selection,
speed dial, and last number redial.
traditional PBX telephony features and functions to packet telephony
devices such as Cisco IP phones and Voice over IP (VoIP) gateways.
The Call Manager also supports supplementary and enhanced services
such as hold, transfer, forward, conference, automatic route selection,
speed dial, and last number redial.
CCT
Call Control Table. A table located in a switch, such as a Call Routing
Script, that determines the call characteristics for routing purposes.
Script, that determines the call characteristics for routing purposes.
Central Controller
The computer or computers running the Unified ICM CallRouter and
the Unified ICM Database Manager. In addition to routing calls, the
Central Controller maintains a database of data collected by the
Peripheral Gateways (PGs) and data that the Central Controller has
accumulated about the calls it has routed.
the Unified ICM Database Manager. In addition to routing calls, the
Central Controller maintains a database of data collected by the
Peripheral Gateways (PGs) and data that the Central Controller has
accumulated about the calls it has routed.
Collaboration Medium
The Collaboration medium communicates with the Cisco
Collaboration Server (CCS) and accepts and shares session and agent-
related events with the other CMB media.
Collaboration Server (CCS) and accepts and shares session and agent-
related events with the other CMB media.
Collaboration Server
The Cisco Collaboration Server (CCS) is an application that provides
contact centers with the ability to handle Web requests. CCS allows
contact center agents to share information with customers over the
Web—including Web pages, forms, and applications—while at the
contact centers with the ability to handle Web requests. CCS allows
contact center agents to share information with customers over the
Web—including Web pages, forms, and applications—while at the