Cisco Cisco E-Mail Manager Unity Integration Option 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.
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
for Multichannel Routing
To route contact requests submitted from the World Wide Web or email, you must have
configured:
configured:
•
Media Routing Peripheral Gateway
•
Media Routing Domains and Media Classes
•
Multichannel agents
•
Application instances
•
Administration connections
•
Multichannel skill groups
•
Multichannel routing scripts
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)
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Chapter 3