Cisco Cisco IP Contact Center Release 4.6.1 User Guide
•
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)
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.
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)
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Chapter 13: Example Scripts
Example Web Collaboration Scripts