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
After you complete your Unified ICM/Unified CCE configuration, you must
configure your Unified ICM multichannel software and Cisco Media Blender.
The multichannel software you must configure includes:
Cisco Unified Interaction Manager, which includes Unified EIM and
Cisco Media Blender
For more information about how to administer these components, see Unified EIM and Unified WIM Installation Guides and
Administration Guides at
For more information about configuring the Cisco Media Blender component of
the Web Collaboration Option, see
Cisco Media Blender Installation Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions and the
Cisco Media Blender Administration Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions.