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