Maintenance Manual
10 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
This chapter deals with the basics of using the Administration Console to set up the chat and collaboration
infrastructure.
Key Terms and Concepts
Chat activities: An activity created for a chat session between a customer and an agent. A chat is a real time
interaction between an agent and a customer where they exchange text messages. As part of a chat, agents
can also push web pages to customers. Based on how chat activities are routed to agents, they can be
categorized as Standalone chats and Integrated chats.
A standalone chat is routed to a standalone queue. Based on the queue configuration, the activity is
either routed to, or pulled by a standalone agent.
An integrated chat is routed to an integrated queue, and a message is sent to Unified CCE. Unified CCE
processes the activity and assigns the chat to an available IPTA agent. If there is no IPTA agent available
at that time, Unified CCE informs Cisco Interaction Manager to route the activity to an available NIPTA
agent.
Blended collaboration activities: An activity created for a blended chat and phone session between an
agent and a customer. In blended collaboration activities, the customer provides personal details (including
the phone number) in a customized web form, and the system automatically generates a call and creates a
chat activity and assigns the activity to an agent. The agent provides both phone and page sharing (through
chat) assistance to the customer.
Callback activities: An activity created for a web callback session between an agent and a customer. In
callback activities, the customer provides personal details (including the phone number) in a customized
web form, and the system automatically generates a call activity and assigns the activity to an agent.
Delayed callback activities: An activity created for a delayed web callback session between an agent and a
customer. In delayed callback activities, customer provides the personal details (including the phone number
and a delay time, after which he wants to receive the call) in a customized web form, and the system
automatically creates a call activity after the specified delayed time and assigns the activity to an agent.
Template sets: Template sets consist of CSS (cascading style sheets) and JSP (JavaServer pages) files. The
CSS files control the look and feel of the Chat Console. The JSP files contain the business logic used to
render data in the Chat Console. Templates are also used to determine the type of information collected on
the web form and used to identify the customer (e.g. name, email address, phone number). You can also
compose messages that the customer will see under certain circumstances (e.g. if they request a chat session
out of hours). For more details, see “Template Sets” on page 15.
Entry points: An entry point defines the starting point from which customers initiate chat, blended
collaboration, and web callback interactions. Every help link on a website is mapped to an entry point. Each
entry point has a queue and a template set associated with it. The queue is used to route activities to agents
while the template set determines the look and feel of the different pages displayed to chat customers. For
more details, see “Entry Points” on page 25.