ACD
Admin Workstation
agent
Agent Reporting and Management services
ARM services



Blended Agent
blended collaboration



CallRouter
   Components in the Suite
   Multi-channel Architecture
Central Controller
Cisco CallManager
   Components in the Suite#CallManager
   Multi-Channel Contact Center
Cisco Collaboration Server
   Components in the Suite#CCS
   Multi-channel Architecture
    Administration desktop
    routing
Cisco E-Mail Manager
   Components in the Suite#CEM
   Multi-channel Architecture
    messaging
    routing
Cisco Media Blender
    firewall gateway service
    media event bus
communication channel
creating agents
    with Collaboration Server
    with E-Mail Manager
    with ICM software
creating agents and skill groups
    with Collaboration Server
    with E-Mail Manager
    with ICM software
CTI
CTI-OS
customer-focused contact center



DCA
   Components in the Suite
   Components in the Suite#DCA
delayed callback
Dynamic Content Adapter



e-mail messaging



firewall gateway service



ICM scripts
ICM software
   Components in the Suite#ICM
   Multi-channel Architecture
    Admin Workstation
    ARM services
    CallRouter
    Central Controller
    CTI Object Server
    CTI Server
    IPCC
    Logger
    MR-PG
IP network
IPCC
   Components in the Suite
   Components in the Suite#IPCC
   Introduction
   Multi-channel Architecture
   Multi-Channel Contact Center
   Traditional Call Center
    CallManager
    Cisco CallManager
    ICM software
       Components in the Suite
       Multi-Channel Contact Center
    IP-IVR
       Components in the Suite
       Components in the Suite#IP-IVR
       Multi-Channel Contact Center
    Voice Gateway



legacy ACDs
   Components in the Suite
   Introduction
   Traditional Call Center
    supported
Logger



media channels
   Introduction
   Multiple Interactions
   Traditional Call Center
    blended collaboration
    e-mail
    text chat
    voice
    Web collaboration
media classes
Media Routing Domain
Media Routing Peripheral Gateway (MR-PG)
MR-PG
   Components in the Suite
   Multi-channel Architecture
MR-PIM
MRD
multichannel services



queuing
    independent media queues
    Universal Queue



related documentation
reporting
    historical
    real-time
    using templates
    with Cisco Collaboration Server
    with WebView
request flows
routing



skill group
Sync and Verify Utility
synchronized agents and skill groups



TDM network
text chat



Universal Queue



Voice Gateway



Web callback