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