Maintenance Manual

74 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources

This chapter will assist you in understanding how to set up chat and collaboration entry points.

About Entry Points

An entry point defines the starting point from which customers initiate chat and web callback interactions. Every

help link on a website is mapped to an entry point. Each entry point has a queue associated with it and the queue

is used to route activities to agents. A default entry point is provided in each department.

Creating Entry Points

Before creating an entry point, create the queues and template sets to be used for the entry points. For details on

creating queues, see Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Routing and

Workflows.

Chat Activities and Callback Activities use two different starting template sets: Sunburst and Callback Rainbow.

For details on creating templates for chat, see “Chat Template Sets” on page 19. For details on creating templates

for callback activities, see “Callback Template Sets” on page 57.

You must create separate entry points with the Sunburst template set for each of the following types of activities:

 Standalone chat activities (page 74)

 Integrated chat activities (page 77)

You must create separate entry points with the Callback Rainbow template set for each of the following types of

activities:

 Callback activities (page 78)

 Delayed callback activities (page 79)

Creating Entry Points for Standalone Chats

To create an entry point for standalone chats:

1. In the Tree pane, browse to Administration > Departments > Department Name > Chat > Entry Points.

2. In the List pane toolbar, click the New button.

3. In the Properties pane, on the General tab, provide the following details.

 Name: Type the name of the entry point. This is required information.

 Description: Type a brief description.

 Active: Select Yes to make the entry point active.

Important: Multiple help links on a website can point to the same entry point.