Maintenance Manual

6 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
Welcome to Cisco® Interaction Manager™, multichannel interaction software used by businesses all over the
world to build and sustain customer relationships. A unified suite of the industry’s best applications for web and
email interaction management, it is the backbone of many innovative contact center and customer service
helpdesk organizations.
Cisco Interaction Manager includes a common platform and one or both of the following applications:
 Cisco Unified Web Interaction Manager (Unified WIM)
 Cisco Unified E-Mail Interaction Manager (Unified EIM)
About This Guide
Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
introduces you to chat and collaboration infrastructure within the application. It includes instructions on how to
set up template sets and entry points.
Document Conventions
This guide uses the following typographical conventions.
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Document conventions
Acronyms and Initialisms
The following acronyms and initialisms are used in this document.
 ACD: Automatic Call Distributor
 ARM: Agent Reporting and Management
 CSA: Cisco Security Agent
 CTI: Computer Telephony Integration
 EAAS: External Agent Assignment Service
Convention Indicates
Italic Emphasis.
Or the title of a published document.
Bold Labels of items on the user interface, such as buttons, boxes, and lists.
Or text that must be typed by the user.
Monospace
The name of a file or folder, a database table column or value, or a command.
Variable User-specific text; varies from one user or installation to another.