trao đổi của các máy khách và máy chủ được mã hóa bằng cách sử dụng một giao thức dựa trên XML tên là SOAP (Simple Object Access Protocol) hoặc bằng cách sử dụng REST (Representational nhà nước chuyển giao). Các thông điệp này được gửi qua HTTP | Chapter 1 Contact Center Overview 13 Delivering the call to a site that had free resources or had agents likely to become available in the shortest period of time allows the customer to reduce the amount of intersite voice traffic and therefore reduces the number of tie lines required between their sites. For customers with more than three sites large cost savings can be achieved. Cisco Unified Intelligent Contact Manager Enterprise Cisco UICME has the same code base as UCCE. The main difference of UICME over UCCE is that UICME provides an abstraction layer for many different TDM-based ACDs. Cisco UICME was the precursor to UCCE. Cisco UICME is pitched at the contact center that uses one or more legacy ACDs. By legacy ACD Cisco is actually referring to any non-Unified CM ACD or PBX. Because of the abstraction layer provided by the peripheral gateway several different ACD types can be connected by a single UICM platform. This was the original design intention of the platform many years ago to connect several disparate ACD types into a single routing and reporting interface to be used throughout the enterprise. As the UICME product has evolved various different ACD types vendors and models have been supported and withdrawn. A popular current use of UICME is for organizations wanting to migrate from their legacy ACD to UCCE. Several enterprise organizations have many different ACD types. This usually comes about because the ACDs have been purchased from various vendors over a long period of time depending on pricing and functionality available at the time. Each vendor has a different management and reporting interface for the business and technology teams to learn. UICME provides a common interface over the different ACDs for reporting and configuration. After UICME has been deployed and successfully integrated with the organization s ACDs the next step for migration is typically the deployment of Unified CM and its subsequent integration with UICME. Many .
