Cisco Cisco IPCC Web Option リリースノート
ICM software uses a media class ID to identify the type of media or channel. A media class is
a communication channel that is correlated to an application. There are five predefined media
classes in ICM:
a communication channel that is correlated to an application. There are five predefined media
classes in ICM:
•
Cisco_Multi_Session_Chat - Cisco_Single_Session_Chat
•
Cisco_Single_Session_Chat - single-session chat requests
•
Cisco_Blended_Collaboration - blended collaboration requests with IPCC
•
Cisco_Voice- Web and delayed callbacks requests, blended collaboration requests with a
legacy ACD, and basic ICM inbound and outbound voice calls
legacy ACD, and basic ICM inbound and outbound voice calls
•
Cisco_Email- e-mail requests
Each media class has at least one media routing domain (MRD), which is a collection of skill
groups and services associated with a medium. ICM software uses the MRD to route a task to
an agent who is associated with a skill group and a particular medium. Each MRD requires an
ICM script, but it is possible to route requests from different MRDs using one script.
groups and services associated with a medium. ICM software uses the MRD to route a task to
an agent who is associated with a skill group and a particular medium. Each MRD requires an
ICM script, but it is possible to route requests from different MRDs using one script.
Synchronized Agents and Skill Groups
Agents are common across the multichannel software, but skill groups are application-specific.
Agents can be created in the Collaboration Server or E-Mail Manager applications or in ICM
software, and agents can be shared across applications. When agents or skill groups are created
in either Collaboration Server or E-Mail Manager, they are simultaneously created in ICM
software. If an agent is created in ICM software, the agent must be enabled in the Collaboration
Server and E-Mail Manager applications if the agent wants to log into and work on those
applications.
Agents can be created in the Collaboration Server or E-Mail Manager applications or in ICM
software, and agents can be shared across applications. When agents or skill groups are created
in either Collaboration Server or E-Mail Manager, they are simultaneously created in ICM
software. If an agent is created in ICM software, the agent must be enabled in the Collaboration
Server and E-Mail Manager applications if the agent wants to log into and work on those
applications.
Skill groups are application-specific, and even though they are simultaneously created in ICM
when they are created in Collaboration Server or E-Mail Manager, do not create, modify, or
delete them in ICM software. You cannot enable skill groups in the applications.
when they are created in Collaboration Server or E-Mail Manager, do not create, modify, or
delete them in ICM software. You cannot enable skill groups in the applications.
Independent Media Queues
You can configure the multichannel software to route all media through independent queues
defined by media class. Agents can be configured to log into only one media type to take either
e-mail, text chat, blended collaboration, or voice. In this configuration, requests are queued only
to agents who have logged into the corresponding media application.
defined by media class. Agents can be configured to log into only one media type to take either
e-mail, text chat, blended collaboration, or voice. In this configuration, requests are queued only
to agents who have logged into the corresponding media application.
You can use independent media queues in both IPCC and ACD environments.
ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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Chapter 6: - Multichannel Routing
Overview of Multichannel Services