Maintenance Manual

Important Tasks 11
Important Tasks
This guide describes how to set up your system for chat (both standalone and integrated), blended collaboration,
callback, and delayed callback activities. For each type of activities, you need to create a different set of objects
in the system. This section lists the objects needed for each type of activity.
For Chat and Blended Collaboration Activities
To be able to set up your system for these activities, you need to create the following objects:
 An email address (A valid email address on your Mail server): Contact your system administrator to get this
configured.
 Articles (From the Knowledge Base Console, Content node): For details, see the Cisco Unified Web and E-
Mail Interaction Manager Knowledge Base Author’s Guide.
 Users (From the Administration Console, User node): For details, see the Cisco Unified Web and E-Mail
Interaction Manager Administrator’s Guide to Administration Console.
 Queues (From the Administration Console, Workflow node): For details, see the Cisco Unified Web and E-
Mail Interaction Manager Administrator’s Guide to Routing and Workflows.
 Templates (From the Administration Console, Chat node): For details, see Chapter 2, “Template Sets”.
 Entry points (From the Administration Console, Chat node): For details, see Chapter 3, “Entry Points”.
For Callback and Delayed Callback Activities
To be able to set up your system for these activities, you need to create the following objects:
 Users (From the Administration Console, User node): For details, see the Cisco Unified Web and E-Mail
Interaction Manager Administrator’s Guide to Administration Console.
 Queues (From the Administration Console, Workflow node): For details, see the Cisco Unified Web and E-
Mail Interaction Manager Administrator’s Guide to Routing and Workflows.
 Templates (From the Administration Console, Chat node): For details, see Chapter 2, “Template Sets”.
 Entry points (From the Administration Console, Chat node): For details, see Chapter 3, “Entry Points”.
Services for Chat and Collaboration
Make sure that the following services in the System Console are configured properly and are in running state.
For details about configuring these services, see the Cisco Unified Web and E-Mail Interaction Manager
Administrator’s Guide to System Console.
 Agent Assignment Service (AAS)
 External Agent Assignment Service (EAAS) (For integrated chats, blended collaboration, callback, and
delayed callback activities only. Not required for standalone chat activities.)