Enabling Multichannel

In this step Customer Collaboration Platform is installed and integrated into the UCCE solution.

Procedure
    Step 1   Select Deployment from the General tab within the System menu.
    Step 2   In the System Deployment screen, click Add Machine to add a Customer Collaboration Platform application.
    Step 3   Under Type, select Customer Collaboration Platform.

    The Customer Collaboration Platform application is added in the System Deployment screen under External Machines.

    What to Do Next

    Adding Customer Collaboration Platform as an External Machine

    When you add Customer Collaboration Platform as an External Machine in the Unified CCE Administration System Inventory, the system automatically performs the following:

    • Enables and completes the CCE Configuration for Multichannel Routing settings in Customer Collaboration Platform Administration. These settings include the hostnames of the Unified CCE PGs and the Application Connection Port you specified when setting up the MR PG and PIM.
    • Configures the Task feed and the associated campaign and Connection to CCE notification needed for the Task Routing feature, with the following names:
    • Configures the Task feed and the associated campaign and Connection to CCE notification needed for the Task Routing feature, with the following names:
      • Task feed: Cisco_Default_Task_Feed
      • Campaign: Cisco_Default_Task_Campaign
      • Notification: Cisco_Default_Task_Notification
      • Tag: cisco_task_tag

    Note

    If the Task feed has been configured to use a different tag, the Connection to CCE notification is configured to use that tag.


    Note
    For the Customer Collaboration Platform Installation Guide, refer to:https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-guides-list.html