Welcome to the Cisco ICM 5.0 Multichannel Software Overview. This document provides a high-level description of the multichannel software to help you understand how its strengths and flexibility can help you best serve your contact center customers.
This document is written for anyone who is responsible for administering or deploying the Cisco ICM 5.0 Multichannel Software.
This document has the following sections:
Introduction—This section introduces you to the ICM 5.0 multichannel software components.
Customer-focused Contact Center—This section discusses legacy call center ACDs and Cisco Internet Protocol Contact Center (IPCC).
Multichannel Services—This section describes the types of interactions that can occur between a customer and a contact center agent. It also introduces you to the routing, queuing, and reporting features of the multichannel software.
You need the following Cisco documentation:
Cisco ICM 5.0 Multichannel Software Implementation Map
Cisco Intelligent Contact Management Software documentation
Cisco Collaboration Server documentation
Cisco E-Mail Manager documentation
Cisco Media Blender documentation
Cisco Dynamic Content Adapter documentation
Cisco CallManager documentation
Cisco Customer Response Solutions documentation
The following sections explain how to obtain documentation from Cisco Systems.
You can access the most current Cisco documentation on the World Wide
Web at the following URL:
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http://www.cisco.com/public/countries_languages.shtml
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Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web site.
To contact the TAC by e-mail, use the address ccbu-csc@cisco.com.
In North America, the TAC can be reached at 888-847-8162 or 978-458-4368. For other telephone numbers and TAC e-mail addresses worldwide, consult the following Web site:
http://www.cisco.com/public/support/tac/home.shtml