Customer Contact Software

IMPORTANT NOTICE: Migration of all Cisco Customer Contact Business Unit (CCBU) product documentation from the Cisco Connection Online (CCO) site to the Cisco Product Support site on will be complete on February 25, 2008. In anticipation of the decommissioning of the CCO CCBU documentation sites by the end of July 2008, the CCO CCBU documentation sites contain redirects to their counterpart CCBU documentation sites. New and updated CCBU product documentation will continue to be posted on only, as has been the case since the start of migration. Going forward, please use and reference the CCBU documentation sites on exclusively.
  • Go to the Cisco Product Support page on
    This site is no longer being updated with new documentation for Cisco Voice and Unified Communications products. Go to the Cisco Product Support site on for the latest technical documentation and updates for this product.

  • Cisco Support Tools
    Cisco Support Tools is a suite of utilities that allow you to manage and troubleshoot the Cisco Customer Contact servers which process call load, routing, and reporting.

  • eMail Manager Version 4
    Manage high volumes of customer inquiries submitted to company mailboxes or Web site. Automatically route messages, categorize and prioritize messages, suggest relevant response templates, and send automated replies.

  • ICM Web Option Version 4
    Integrates ICM with Collaboration Server, Media Blender, and Trailhead. The integrated solution provides Web-based customer interaction using ICM's multisite call distribution technology.

  • Media Blender Version 3.0
    Web and computer telephony integration platform for session tracking, event distribution, and CTI work flow. Can function as a media event bus to synchronize Web-based and IPCC or ACD-based contact center systems.


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