Maintenance Manual

78 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
Set general properties
Creating Entry Points for Callback
To create an entry point for callback:
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.
 Subactivity: From the dropdown list, select Callback.
 Routing type: From the dropdown list, select Unified CCE.
 Queue: Select a queue mapped to a Unified CCE Media Routing Domain that belongs to the
Cisco_Voice Media Class. This is required information. To select a queue, click the Assistance
button. From the Select Queue window, select a queue. The queues available in this window are decided
based on the subactivity and routing type configured for the queue. When the subactivity selected is
callback and the routing type selected is Unified CCE, only the queues mapped to a Unified CCE Media
Routing Domain that belong to the Cisco_Voice Media Class are displayed. The queues available can be
active or inactive. If the entry point is marked as active, then an active queue must be selected for the
entry point.
Important: For a customer to be able to chat, the entry point mapped to the help link should be
made active, else the customer would be displayed a no service page.
Important: An active entry point cannot be mapped to an inactive queue.