The Web Components

Someone employed at the customer site where the multichannel software is being deployed typically handles the work involved to integrate the Web components. The individuals responsible must resolve any firewall issues and perform some tests. This work requires people at the site who can configure the company's phone system, who know about the agents, skill groups, and phantom lines, and who are able to simulate typical agent and caller interactions. Someone knowledgeable about the company's Internet network and Web development and someone who knows the company's business rules are also needed. Here are some helpful tips:

- When setting up the multichannel software for multiple sites, use remote control software to remotely handle configuration, troubleshooting, and rebooting.
- Perform a test to be sure the caller's browser can use HTTP to send and receive Web pages to and from the Collaboration Server behind Firewall 1 in the DMZ.
- Perform a test to be sure the caller's browser cannot access the Media Blenders inside Firewall 2. For information about firewall considerations, see the Cisco Media Blender Installation Guide.
- Be sure the caller can participate in the different types of requests, such as Web callback, delayed callback, blended collaboration, text chat, and email. Typical caller and agent interactions for your company should be tested.

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