Maintenance Manual

22 Enterprise Chat and Email Deployment and Maintenance Guide
Configure media classes
Configuring Media Routing Domains (MRDs)
An MRD is a collection of skill groups and services that are associated with a common communication medium.
Unified CCE uses an MRD to route tasks to agents who are associated with a skill group and a particular
medium. A media routing domain is created in Unified CCE for mapping to queues in ECE.
Create the following media routing domains:
 For inbound email media class, create an email media routing domain.
 For outbound email media class, create an email media routing domain.
 For chat, create a chat media routing domain.
 For callback and delayed callback, use the existing voice media routing domain (
Cisco_Voice ) created by
the system.
To configure a media routing domain:
1. Go to Start > All Programs > Cisco Unified CCE Tools > Administration Tools > Configuration
Manager.
2. In the Configuration Manager window, browse to Tools > List Tools > Media Routing Domain List.
Important: Skip this section if you are using Packaged CCE. This component is automatically
configured in Packaged CCE.
Important: If you are planning to have multiple departments in ECE, then ensure that you create
department specific MRDs.