Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

Routing Tasks for Multichannel Options

If you have installed multichannel features with Cisco IPCC Enterprise, you must understand
how ICM/IPCC software routes contacts and requests made from the Cisco Collaboration Server
server and the Cisco E-Mail Manager server.

This section contains the following topics:

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Configuring ICM/IPCC software for Multichannel Routing

To route contact requests submitted from the World Wide Web or E-Mail, you must have
configured:

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Media Routing Peripheral Gateway

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Media Routing Domains and Media Classes

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Multichannel agents

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Application instances

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Administration connections

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Multichannel skill groups

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Multichannel routing scripts

For information on configuring IPCC Enterprise for multichannel routing, refer to the IPCC
Installation and Configuration Guide for Cisco IPCC Enterprise Edition.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)