Cisco Cisco Unified Contact Center Enterprise 9.0(1) Manual De Manutenção
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Routing tasks for multichannel options
If you install multichannel features with Unified CCE, it is important that you understand how Unified
ICM/Unified CCE software routes contacts and requests made from the Unified EIM Server and the Unified
WIM Server.
ICM/Unified CCE software routes contacts and requests made from the Unified EIM Server and the Unified
WIM Server.
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Software configuration for multichannel routing
To route contact requests submitted from the World Wide Web or email, you must configure:
• Media Routing Peripheral Gateway
• Media Routing Domains and Media Classes
• Multichannel agents
• Application instances
• Administration connections
• Multichannel skill groups
• Multichannel routing scripts
For more information about configuring Unified CCE for multichannel routing, see Installation and
Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted.
Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted.
Multichannel software configuration
After you complete your Unified ICM/Unified CCE configuration, you must configure your Unified ICM
multichannel software and Cisco Media Blender.
multichannel software and Cisco Media Blender.
The multichannel software you must configure includes:
• Cisco Unified Interaction Manager, which includes Unified EIM and Unified WIM
• Cisco Media Blender
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
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