What connects to the Media routing peripheral gateway of ICM to the ECE server?
In Cisco Enterprise Chat and Email (ECE) architecture, the media routing peripheral gateway (MRPG) of the Integrated Contact Manager (ICM) communicates with the ECE application server to route chat and email interactions to the appropriate agent. The MRPG acts as an intermediary between the ICM and the ECE server, directing interactions to the correct agent based on the configured routing rules.
How is the ECC variable created for chat, inbound and outbound email activities?
ECC (Engagement Cloud Connector) variables are used to store information about a specific engagement activity, such as a chat, inbound email, or outbound email. The ECC variable for an activity would be created using the user's ECE (Engagement Cloud Engine) and the activity's ID, such as 'User.ece.activity.id'. It would be used to connect and retrieve the information of that specific engagement activity.
Which sequence should be followed while starting ECE?
The sequence that should be followed while starting ECE is Services server > Message server > Database server > File server > Application server. The other options are not correct sequences.
When starting Cisco Enterprise Chat and Email (ECE), the recommended sequence is:
Start the Services server
Start the Message server
Start the Database server
Start the File server
Start the Application server
This sequence ensures that all the necessary services are running and properly configured before starting the Application server.
In which two ways are chats transferred? (Choose two.)
In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A. Only open chat activities in which the customer has not left the chat session can be transferred: If the customer has left the chat session before the transfer, it cannot be transferred.
1. Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry.
It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.
How do chat entry points behave?
A chat entry point is a page or link that customers can use to access the chat service. Help links on websites can be configured to point to the same entry point, so customers will see the same interface regardless of which link they use to access the service. This makes it easier for customers to find the help they need, as all the help links will point them to the same entry point.
