Cisco Collaboration Server

Collaboration Server is an application that provides Web collaboration between a caller and a contact center agent. Collaboration Server allows agents to share information with customers over the Web, such as Web pages, forms, and applications, while at the same time conducting a voice conversation or a text chat.

The routing Collaboration Server routes caller requests through the Media Blender firewall gateway service to the media routing peripheral gateway (MR PG). The MR PG sends the request to the ICM Central Controller. Using variables in the Web request, the Collaboration Server determines the media class and queue type to which the request should be submitted, and based on these variables, sends a message to ICM.

The Collaboration Server Administration desktop makes it simple to configure agents, and each agent created on Collaboration Server is simultaneously created in ICM. Collaboration Server provides a variety of media classes for handling different types of requests, such as blended collaboration, multi-session chat, single-session chat, and voice. Each media class is associated with a media routing domain (MRD), which is a collection of skill groups and services used for routing tasks.