ACD
      Glossary#ACD
  Admin Workstation
      Components in the Suite
  agent
      Glossary#agent
      Multi-channel Architecture
  Agent PG
      Glossary#agent
  Agent Reporting and Management services
      Components in the Suite
  ARM services
      Components in the Suite
  blended collaboration
      Glossary
      Multiple Interactions
  caller
      Glossary#caller
  CallRouter
      Components in the Suite
      Multi-channel Architecture
  Central Controller
      Components in the Suite
  Cisco CallManager
      Multi-Channel Contact Center
  Cisco Collaboration Server
      Components in the Suite#CCS
      Multi-channel Architecture
  Cisco Collaboration Server:  Administration desktop
      Components in the Suite
  Cisco Collaboration Server:  routing
      Components in the Suite
  Cisco E-Mail Manager
      Components in the Suite#CEM
      Multi-channel Architecture
  Cisco E-Mail Manager:  messaging
      Components in the Suite
  Cisco E-Mail Manager:  routing
      Components in the Suite
  Cisco Media Blender
      Components in the Suite#CMB
  Cisco Media Blender:  firewall gateway service
      Components in the Suite
  Cisco Media Blender:  media event bus
      Components in the Suite
  communication channel
      Glossary
  creating agents and skill groups
      Agent and Skill Group Creation
  creating agents and skill groups:  with Collaboration Server
      Agent and Skill Group Creation
  creating agents and skill groups:  with E-Mail Manager
      Agent and Skill Group Creation
  creating agents and skill groups:  with ICM software
      Agent and Skill Group Creation
  CTI
      Glossary
  CTI-OS
      Components in the Suite
  customer-focused contact center
      Traditional Call Center
  delayed callback
      Glossary#delayed
      Multiple Interactions
  e-mail messaging
      Multiple Interactions
  firewall gateway service
      Glossary#firewall
  ICM scripts
      Multi-channel Architecture
  ICM software
      Components in the Suite#ICM
      Multi-channel Architecture
  ICM software:  Admin Workstation
      Components in the Suite
  ICM software:  ARM services
      Components in the Suite
  ICM software:  CallRouter
      Components in the Suite
  ICM software:  Central Controller
      Components in the Suite
  ICM software:  CTI Object Server
      Components in the Suite
  ICM software:  CTI Server
      Components in the Suite
  ICM software:  IPCC
      Components in the Suite
  ICM software:  Logger
      Components in the Suite
  ICM software:  MR-PG
      Components in the Suite
  IP network
      Introduction
  IPCC
      Components in the Suite
      Glossary#IPCC
      Introduction
      Multi-channel Architecture
      Multi-Channel Contact Center
      Traditional Call Center
  IPCC:  CallManager
      Components in the Suite
  IPCC:  Cisco CallManager
      Multi-Channel Contact Center
  IPCC:  ICM software
      Components in the Suite
      Multi-Channel Contact Center
  IPCC:  IP-IVR
      Components in the Suite
      Multi-Channel Contact Center
  IPCC:  Voice Gateway
      Components in the Suite
  legacy ACDs
      Components in the Suite
      Glossary#legacy
      Introduction
      Traditional Call Center
  legacy ACDs:  supported
      Traditional Call Center
  Logger
      Components in the Suite
  media channels
      Introduction
      Multiple Interactions
      Traditional Call Center
  media channels:  blended collaboration
      Glossary#blendedCollab
      Introduction
  media channels:  e-mail
      Introduction
  media channels:  text chat
      Introduction
  media channels:  voice
      Introduction
  media channels:  Web collaboration
      Introduction
  media classes
      Multi-channel Architecture
  Media Routing Domain
      Glossary#Media
      Multi-channel Architecture
  Media Routing Peripheral Gateway (MR-PG)
      Components in the Suite
  MR-PG
      Components in the Suite
      Glossary
      Multi-channel Architecture
  MR-PIM
      Multi-channel Architecture
  MRD
      Glossary
      Multi-channel Architecture
  multi-channel services
      Multiple Interactions
  multi-channel, defined
      Glossary
  multi-session chat
      Glossary
  peripheral gateway (PG)
      Glossary#Peripheral
  peripheral interface manager (PIM)
      Glossary#Peripheral
  phantom line
      Glossary#phantom
  phantom strategy
      Glossary#phantom
  predictive strategy
      Glossary#phantom
  queue node
      Glossary#queue
  queuing
      Multi-channel Architecture
  queuing:  independent media queues
      Multi-channel Architecture
  queuing:  Universal Queue
      Glossary#universal
      Multi-channel Architecture
  related documentation
      Preface
  reporting
      Reporting
  reporting:  historical
      Reporting
  reporting:  real-time
      Reporting
  reporting:  using templates
      Reporting
  reporting:  with Cisco Collaboration Server
      Reporting
  reporting:  with WebView
      Reporting
  request flows
      Multiple Interactions
  RMI
      Glossary#RMI
  routing
      Multi-channel Architecture
  single-session chat
      Glossary#single
  skill group
      Glossary
      Multi-channel Architecture
  SoftACD
      Components in the Suite
      Multi-channel Architecture
      Multi-Channel Contact Center
      Traditional Call Center
  switch
      Glossary
  Sync and Verify Utility
      Agent and Skill Group Creation
  synchronized agents and skill groups
      Agent and Skill Group Creation
  task
      Glossary#task
  TDM network
      Introduction
  text chat
      Multiple Interactions
  Universal Queue
      Glossary
      Multi-channel Architecture
  Voice Gateway
      Components in the Suite
      Glossary
  VoIP
      Glossary#Voice
  Web callback
      Glossary#Web
      Multiple Interactions