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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