Cisco Cisco Unified Contact Center Enterprise 9.0(1) Folheto

In 2007, Cisco introduced the replacement for the 5.x versions of the Multi-Channel products: Cisco 
E-Mail Manager (CEM) and Cisco Collaboration Server (CCS). These original products were two 
separate products that had their own integration methods and web interface for the agents and 
administrators. The new Cisco Interaction Manager (CIM) platform is a single application that provides 
both E-Mail and Web interaction management using a common set of web servers and pages for agents 
and administrators. The new offering is designed for integration with the Unified CCE platform to 
provide universal queuing of contacts to agents from different media channels.

For additional design information about the Interaction Manager platform, refer to the Cisco Unified 
Web and E-Mail Interaction Manager Solution Reference Network Design (SRND) Guide for Unified 
Contact Center Enterprise, Hosted, and ICM, available at 

The Cisco Interaction Manager (EIM/WIM) 4.2(1) release is not supported with Unified ICM or Unified 
Contact Center Enterprise 7.5(1). For more information, refer to the compatibility matrix at 

126036

Caller
requests for
a Call Back
or for Web
Collaboration
with Chat
(SSC, MSC),
or Web
Collaboration
with a Phone
Call (BC)

Note:  Arrow indicates the direction in
          which the connection is initiated.

ICM Administration
Connection (aka
Conapi Connection)

ARM

MRI

BAPI

ICM

Queue

DCA Connection

Unified CM

MR PIM

CMS_jserver

CTI

SVR

ARM

CTI

MRI

Agents

Workstation CTI

Desktop Phone

HTTP Agent Connection