Cisco Cisco E-Mail Manager Unity Integration Option メンテナンスマニュアル

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:

•

Media Routing Peripheral Gateway

•

Media Routing Domains and Media Classes

•

Multichannel agents

•

Application instances

•

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)