Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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Multi-session chat

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Blended Collaboration with IPCC

The Voice MRD

The Voice MRD handles these types of requests:

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Blended Collaboration with legacy ACDs (rather than IPCC)

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

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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:

Figure 126: Example - Queuing a Web Request to a Skill Group

In this example:

1. The script is executed Cisco Collaboration Server processes a new single-session chat

request. This script is scheduled to run for single-session chat requests. For more
information on call types and scheduling Web requests routing scripts, see Example - How
ICM Software Determines the Call Type for Web Request.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)