Routing Tasks for Multichannel Options
If you install multichannel features with Unified CCE, it is
important that you understand how Unified ICM/Unified CCE software routes contacts and
requests made from the Unified EIM Server and the Unified WIM Server.
Software Configuration for Multichannel Routing
To route contact requests submitted from the World Wide Web or email,
you must configure:
Media Routing Peripheral Gateway
Media Routing Domains and Media Classes
Multichannel skill groups
Multichannel routing scripts
For more information about configuring Unified CCE for multichannel routing,
see Installation and Configuration Guide for Cisco Unified Contact
Center Enterprise & Hosted.
Multichannel Software Configuration