Introduction

This document describes the configuration of Cisco Trailhead, a Web server application designed to process Web-initiated requests for live contact. Cisco Trailhead collects Web requests and submits them to the Intelligent Contact Management (ICM) Central Controller, which routes the requests to appropriate destinations.

Intended Audience and Scope

This document is written for system administrators of the Trailhead software. It assumes proper configuration of other products within the configuration.

Additional Information

Several software components comprise the Cisco solution for incorporating Web contact functionality into ICM routing. The following table lists each of these components and where to find more information about them.

Product

Documentation

Cisco ICM Web Option

Cisco ICM Web Option Overview

Cisco ICM Web Option Implementation Map

ICM configuration and script set up

Cisco ICR System Manager Guide (and the switch supplements for that guide)

Media Blender

Media Blender Configuration Handbook

Media Blender Reference guide

Media Blender online Help

Cisco Collaboration Server

Collaboration Administration and Reporting

Collaboration Agent and Caller online Help

Collaboration Administration online Help