User Guide

Multichannel Routing
Overview of Multichannel Services
When ICM software is integrated with Collaboration Server or Cisco E-Mail Manager, you
write routing scripts to route contacts that are handled by these applications.
Supported Route Requests
ICM Software supports the following types of multichannel route requests:
•
Web callback - A Web callback request is one that does not involve Web collaboration. A
customer clicks a button on a Web site that says, "Call me back." Then the caller and agent
simply talk on the phone.
•
Blended collaboration With blended collaboration, the caller and agent talk on the phone
and are linked in a collaborative Web session. They can share Web pages, forms, and
applications, while at the same time conducting a voice conversation.
•
Text chatThe caller and agent can conduct a text chat session when a telephone call is not
desired or not possible. They can both chat and collaborate on the Web.
•
E-mail message The customer and agent communicate using electronic mail.
Routing Application Requests
The Collaboration Server and E-Mail Manager applications route requests to the ICM MR-PG.
The Media Routing Peripheral Interface Manager (MR-PIM) on the MR-PG provides a generic
interface to queue and route requests. The MR-PIM communicates with the ICM CallRouter,
which runs a routing script to determine how best to handle the request.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 6