Administrator's Guide

10 Cisco Unified Web and E-Mail Interaction Manager System Administration Guide
This chapter provides an overview of the process of setting up an integrated Unified WIM and Unified EIM–
Unified CCE system. It includes a note about the relationship between objects in the two systems.
Relationship between objects in Unified CCE and
Unified WIM and Unified EIM
This section provides a brief introduction to the relationship or “mapping” between objects that are used in both
Unified CCE and Unified WIM and Unified EIM.
The mapping between objects can be set up in two ways:
 By running the Cisco Interaction Manager integration wizard for each department.
 By creating new objects in Unified WIM and Unified EIM and mapping them to objects in Unified CCE
from the Unified WIM and Unified EIM Administration Console.
Typically, properties of mapped objects are set up in Unified CCE, while permissions are managed through
Unified WIM and Unified EIM.
The following table provides a high-level view of the relationship between various objects.
Designing your installation
See Cisco Unified Web and E-Mail Interaction Manager Solutions Reference Network Design Guide (for Unified
CCE) to evaluate available deployment models and design your installation.
Unified CCE object Mapped in Unified WIM and Unified EIM to Notes
Agent
Supervisor
Administrator
User  An agent belongs to a peripheral.
 A peripheral belongs to an agent
peripheral gateway (PG).
Skill group User group
 A skill group belongs to a peripheral.
 A peripheral belongs to an agent PG.
Media routing domain
(MRD)
Queue
 Multiple queues can belong to a single
MRD.
Script selector Queue  A script selector can belong to only
one queue.
Note: For chat, you will need to set up queues in Cisco Interaction Manager as the routing of chat
interactions is not integrated with Unified CCE in this release.