Administrator's Guide

70 Cisco Unified Web and E-Mail Interaction Manager System Administration Guide
Related documentation
Refer to the following Cisco Interaction Manager User’s Guides (for the Unified CCE integration) for more
information about configuring and using Cisco Interaction Manager.
 Cisco Unified Web and E-Mail Interaction Manager Administration Console User’s Guide helps
administrators set up and manage business objects.
 Cisco Unified Web and E-Mail Interaction Manager System Console User’s Guide helps system
administrators set up and manage services, loggers, and system monitors.
 Cisco Unified Web and E-Mail Interaction Manager Tools Console User’s Guide helps business analysts
extend the system by adding custom attributes. The Tools Console also enables administrators to
configure screens and views for users and groups.
 Cisco Unified Web and E-Mail Interaction Manager Supervision Console User’s Guide helps
supervisors set up and use agent and queue monitors.
 Cisco Unified Web and E-Mail Interaction Manager Reports Console User’s Guide helps managers and
supervisors to set up and run reports to analyze various aspects of the system.
 Cisco Unified Web and E-Mail Interaction Manager Knowledge Base Console User’s Guide helps
knowledge base (KB) managers and authors to create and publish KB articles.
 Cisco Unified Web and E-Mail Interaction Manager Agent Console User’s Guide helps agents handle
email and chat interactions.
Configuring objects for outbound activities
Cisco Interaction Manager allows agents to create outbound activities. To enable this functionality, you need to
configure some objects in Unified CCE and Cisco Interaction Manager.
Configuring objects in Unified CCE
In Unified CCE, you need to:
 Create a media class
 Create an MRD
 Update the application path list
 Create an IPTA skill group
 Create a NIPTA skill group
Important: Outbound activities are not supported in systems integrated with Unified SCCE.