Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual

Routing Tasks for Multichannel Options

If you have installed multichannel features with Unified CCE, it is important that you understand
how Unified ICM/CCE software routes contacts and requests made from the Unified EIM Server
and the Unified WIM Server.

This chapter contains the following topics:

•

•

Configuring Cisco Unified Intelligent Contact Management/Contact Center Enterprise Software
for Multichannel Routing

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

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Media Routing Peripheral Gateway

•

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

•

Multichannel routing scripts

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)