Cisco Interaction Manager (CIM) is a suite of web and email interaction management applications that includes:
Cisco Unified E-Mail Interaction Manager (Unified EIM) and
Cisco Unified Web Interaction Manager (Unified WIM)
For Packaged CCE, the CIM suite of Unified EIM and WIM can be installed as either a single-server or a distributed-server deployment that is scaled to support a maximum of 250 agents.
Cisco Interaction Manager Capabilities
This section briefly describes the key CIM features but does not cover all of them. For information on the full set of CIM capabilities, including Supervisory Loop, Preferred Agent, Auto Pushback, and Proactive Chat, refer to the CIM documentation on the Cisco website.
Email is supported by Unified EIM to create a communication channel between a customer and an agent. There are various steps involved in efficiently responding to emails from customers. Emails are first retrieved into the system and routed to appropriate users or queues. Once a response is created, it is processed through the system and sent to the customer.
A chat is a real-time interaction between an agent and a customer during which they exchange text messages. As part of a chat, agents can also push web pages to customers. Based on how chat activities are routed to agents, they can be categorized as Standalone chats and Integrated chats. An integrated chat is routed to an integrated queue, and a message is sent to Packaged CCE. The system processes the activity and assigns the chat to an available agent.
The Web Callback feature allows the user to request a callback by submitting a form on a website. Unified WIM processes the submitted information and connects the user with an agent. Unified WIM sends a message to Packaged CCE requesting to route the callback request to the agent. Packaged CCE sends a message to Unified WIM with a message for Cisco Media Blender. Call Router supports the Web Callback for sending notification to the peripheral interface manager (PIM), and Media Blender receives the message.
The Delayed Callback feature is similar to the Web Callback feature, but when the Unified WIM receives the delayed callback request, it adds the request in the Delayed Callback table. Unified WIM sends the HTML page to the caller, indicating that the caller will receive a callback within a specified time. When the specified time arrives, Unified WIM moves the request to the Packaged CCE queue for routing to Unified CCE. The call is then processed the same way as for Web Callback.
Cisco Interaction Manager Installation in a Packaged CCE Deployment
For Packaged CCE, you can run a single-server installation of Unified EIM and Unified WIM, where all VM components are installed on the same machine, or you can have a distributed-server installation, where each VM component is installed on a separate machine.
Keep in mind that an all-in-one deployment may be two actual servers, with the Web Server split into the DMZ.
If you deploy in a distributed-server environment, you must create and install one each of these six components, and components must be installed in this sequence:
The section that follows explains common tasks are required for virtual machines.
integrate Packaged CCE with Cisco Interaction Manager
This section describes the process of
configuring Packaged CCE objects that are required for integration with Unified
WIM and Unified EIM in Cisco Interaction Manager. The values that you enter
during this configuration are used when you run the Cisco Integration Wizard.
Keep a note of them as you configure to facilitate the wizard process. Having
the values on hand will be helpful when you run the Cisco Interaction Manager
These objects must
be configured in the order in which they are presented here.
Some objects are
automatically configured by the 9.0(3) Packaged CCE base configuration. If you
have an early version of Packaged CCE base configuration, you will need to
configure these objects manually in Configuration Manager. There is a history
of base configuration changes in the appendix of the Installation guide.
Table 1 Overview of
The Application Instance (MultiChannel) is created by the
Packaged CCE base configuration.
A media class defines the type of request you want to set up for routing. Configure a media class for each media supported by the Unified EIM and WIM deployment. Media classes are required for creating MRDs and categorize the MRDs based on media type (email, for example).
The following media classes are created automatically. No action is required from you.
Callback and Delayed callback use the existing Cisco_Voice media class, which is already created by the system.
Configure Media Routing Domains
A Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a common communication medium. Packaged CCE uses an MRD to route tasks to agents who are associated with a skill group and a particular medium. A media routing domain is created in Packaged CCE for mapping to queues in Unified WIM and EIM.
The following media routing domains are created automatically. No action is required from you.
Configure Network VRU Scripts
Configure Network VRU scripts if you want to display dynamic content to chat customers (for example, wait time, activity ID, etc) while chat requests are being processed by the system. This is an optional feature. The dynamic messages are configured in Unified EIM and WIM . The name of the Network VRU script that is configured here is used while configuring the dynamic messages.
Network VRU scripts need to be configured for chat, callback, and delayed callback activities only.
Sign in to Unified CCE Administration.
Navigate to Manage > Call > Network VRU Scripts.
Click New on the List of Network VRU Scripts window.
Complete fields, referring to the Online Help for field descriptions.
For Routing Type, select Multichannel to route the script to Unified E-Mail Information Manager/Web Interaction Manager (EIM/WIM) to support customer-agent chat
Save the network VRU script to return to the List window, where a message confirms the successful creation.
After you add a network VRU script, it is visible in the Script Editor Run External Script node. Processing this script node sends the network VRU script parameters to Unified CVP. Once the system establishes that the call has been successfully delivered, the Run VRU Script node executes, instructing Unified CVP to run the network VRU script and apply the call treatment.
Configure Call Types
Call Types are required to categorize dialed numbers and are used in routing scripts. Individual call types are required for the following activities: inbound email, outbound email, chat, callback, and delayed callback activities. Make sure you complete these steps to create a call type for each type of activity.
For example, create call types for CIM_BlendedCollaboration, CIM_Callback, CIM_Delayed_Callback, CIM_EIM_Inbound,CIM_EIM_Outbound, and CIM_WIM.
Accept the Packaged CCE defaults for each CIM call type.
Sign in to Unified CCE Administration.
Navigate to Manage > Call > Call Types.
Click New on the List of Call Types window.
Complete fields, referring to Online Help for field descriptions.
Configure Dialed Numbers
Dialed numbers are string values used to select the appropriate routing script so that a voice call or a non-voice task (such as an email or a request for a web chat) can be delivered to an agent. Each dialed number string is configured with a Routing Type and a Media Routing Domain and can be mapped to a Call Type.
A typical call center requires multiple dialed number strings. To integrate with Unified WIM and EIM, you must set up dialed number strings for each feature. For example, create call types for CIM_Callback, CIM_Delayed_Callback, CIM_EIM_Inbound,CIM_EIM_Outbound, and CIM_WIM.
Each dialed number string must have the Routing Type of Multichannel and the call type that corresponds to the Unified WIM or EIM feature.
Save the dialed number to return to the List screen, where a message confirms the successful creation.
Routing Peripheral Gateways (MR PGs)
Packaged CCE is
installed with a Generic PG and an MR PG. The Side A and Side B Call Servers
both have these two PGs.
The Generic PG
is the PG that reports agent state and status. During Call Server
configuration, this PG is added first as PG1. It has five PIMs—one for
Communications Manager and four for Customer Voice Portal. These PIMs are
created in order and are numbered 5000 for the CUCM PIM and 5001 - 5004 for the
four VRU PIMs.
The MR PG is
used for outbound calls, inbound email, outbound email, chat, callback, and
delayed callback activities. It is added second and is PG2. The MR PG must be
set up, but PIMs are optional. The MR PG can have two PIMs—one Multichannel PIM
that can be configured for either Unified WIM and EIM or for SocialMiner Agent
Request and one Outbound PIM.
To use Unified WIM
and EIM, you must configure a PIM for the MR PG and associate it with the
Add MR PIM for Unified WIM and Unified EIM
Before You Begin
Packaged CCE customers who intend to use Unified WIM and EIM must access Peripheral Gateway Setup on both CCE Call Servers to set up a Multichannel PIM that associates Unified WIM and EIM with the MR PG (PG2).
You can have one Multichannel PIM, and you can use it for either Unified WIM or for SocialMiner.
Perform this procedure for both Side A and Side B.
Access the CCE Call Server on Side A.
From Cisco Unified CCE Tools, select Peripheral Gateway Setup.
On the Components Setup screen, in the Instance Components panel, select the PG2A Instance component for Side A. (Select PG2B for Side B.) Then click Edit.
In the Peripheral Gateways Properties screen, click Media Routing. Then click Next.
Click Yes at the prompt to stop the service.
Peripheral Interface Manager pane of the
Peripheral Gateway Component Properties dialog
Add , select PIM1, and configure with the Client Type of
Media Routing as follows:
Peripheral name field, enter MR.
Peripheral ID field, enter 5005.
Application Hostname (1), field, enter the
hostname or the IP address of the Unified WIM and EIM services server machine.
Application Connection Port (1), field,
enter the port number on the Unified WIM and EIM services server machine that the PIM will use
to communicate with the application.
The default port is 38001.
Application Hostname (2), field, leave the field blank.
Application connection port (2), field,
leave the field blank.
Heartbeat interval (sec) field, enter 5.
In the Reconnect interval (sec) field, enter 10.
Accept defaults and click Next until the Setup Complete screen opens.
At the Setup Complete screen, check Yes to start the service. Then Click Finish.
Click Exit Setup.
Repeat from Step 1 for the CCE Call Server on Side B.
Configure Application Path
Create a single application path and add all the peripheral-MRD combinations for the generic PG to the application path member list. You do not need to add the voice MRD (Cisco_Voice) to this list.
In the Configuration Manager window, browse to Tools > List Tools > Application Path List.
Double-click Application Path List.
In the Name field, click Retrieve. Then click Add to display the Attributes panel.
In the Application Instance field, select MultiChannel.
In the Name field, select Generic_PG_MultiChannel.
In the Application Path Members section, click Add and set the following:
From the Peripheral drop-down list, select CUCM_PG1. In the Media Routing Domain field, enter Cisco_EIM.
From the Peripheral drop-down list, select CUCM_PG1. In the Media Routing Domain field, enter Cisco_EIM_Outbound.
From the Peripheral drop-down list, select CUCM_PG1. In the Media Routing Domain field, enter Cisco_WIM.
From the Peripheral drop-down list, select CUCM_PG1. In the Media Routing Domain field, enter Cisco_BC.
Configure Skill Groups
A skill group is a collection of agents who
share a common set of competencies that equip them to handle the
same types of requests. Some examples of skill groups for Unifed WIM and EIM are agents who respond to chats and agents who handle call backs.
An agent's skill group membership determines the types of contacts that are routed to her.
To integrate Packaged CCE with Unified WIM and EIM, you will create skill groups for each Unified WIM and EIM feature: callback, delayed callback, outbound email, inbound email, and chat.
This window has two tabs: General and Members. You can complete the tabs in any order, but you cannot save the skill group until you have entered all required fields on the General tab.
Complete the fields on the General tab, referring to Online Help for field descriptions.
Complete the Members tab:
This tab shows the list of agents for this skill group. If the skill group has no agents, the Agent field shows No Items Found and No Items.
Click the magnifying glass to open Add Agents.
Click the agents you want to add to this skill group. There is no limit to the number of agents in a skill group.
Close Add Agents. The agents you chose appear on the List of Agents, as well as the total agents (number of entries) for this skill group.
Save this tab to return to the List window, where a message confirms the successful creation of the skill group.
Agents respond to contacts from customers.
All Packaged CCE agents are ICM-Picks-the-Agent (IPTA) agents. To work with Unified WIM and EIM, agents must be members of skill groups for those features.
Navigate to Unified CCE Administrator Manage > Agent > Agents.
Click New to open the New Agent window. This window has four tabs: General, Attributes, Skill Groups, and Supervisor. You cannot save the agent until you have entered all required fields on the General tab. You can complete other tabs as needed and in any order.
Complete the fields on the General tab, referring to Online Help for field descriptions.
When you complete General tab information, click Save to return to the List window, where a message confirms the successful creation of the agent. To enter fields in the other tabs, click those tabs.
Complete the Skill Groups tab:
This tab shows the skill group membership for this agent. If the agent is not a member of any skill groups, the List of Skill Groups shows No Items Found and No Items.
Click the magnifying glass to open a popup list of all configured skill groups. Then click the skill groups you want to add for this agent or supervisor.
Select a skill group that is responsible for Unified WIM and EIM features, such as Chat or an Inbound Email skill group.
Click Save to return to the List window, where a message confirms the successful creation of the agent.
To enter or change fields in the other tabs, click those tabs.
Complete the Supervisor tab.
Click Save to return to the List, where a message confirms the successful creation of the agent.
This illustration is an example of a routing script for Unified WIM and EIM:
Configure Agent Targeting Rule
To configure integrate Unified WIM and EIM in Packaged CCE, you must configure an Agent Targeting Rule on the Multichannel Routing Client. Based on agent targeting rules, if an agent attempts to log in to an extension to which the router cannot target a call, the peripheral gateway rejects the login request and returns an error that includes why the login request failed.
From either CCE Data Server, navigate to Unified CCE Administration Manager > Configuration Manager.
Select Tools > List Tools > Agent Targeting Rule.
In the Routing client dialog box:
Enter a name for the rule.
Select CUCM_PG_1 for the peripheral.
Select Agent Extension for the rule type.
The 9.0(3) Base Configuration provides the Agent Extensions ATR with associated Multichannel and Outbound routing clients.
If you have the 9.0(2) Base Configuration, click Add in the Routing Client dialog box and select the missing routing clients.
Configure ECC Variables
ECC variables are used in scripts to facilitate and influence routing.
ECC variables are required for inbound email, outbound email, chat, callback, and delayed callback activities. These ECC variables are created automatically:
user.cim.activity.id—For inbound and outbound email activities:
user.cim.activity.id and user.wim.customer.name—For chat activities: user.cim.activity.id, user.wim.customer.name
user.cisco.cmb and user.cisco.cmb.callclass—For callback and delayed callback activities: user.cisco.cmb and user.cisco.cmb.callclass
Only one action is required of you. All of these ECC variables are disabled by default. You must open and enable each of them. To do this:
Sign in to Unified CCE Administration.
Navigate to Manage > Expanded Call Variables.
Select each ECC variable to open its edit page.
All configuration that is not directly relevant to Packaged CCE is documented in the Cisco Email Interaction Manager and the Cisco Web Interaction Manager user guides.