Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)

Question

Options

• Acustomer voice portal
• Bsocial miner
• CICM router, logger, admin workstation
• Dcall manager
• ECTI server

• A
  6% (3)
• B
  2% (1)
• C
  88% (42)
• D
  4% (2)

Explanation

Enterprise Chat and Email (ECE) integrates deeply into the UCCE platform and requires the ICM Router, Logger, and Admin Workstation (C) because these form the core intelligence of UCCE - the Router handles routing logic, the Logger stores historical data, and the Admin Workstation manages configuration that ECE depends on from day one. The CTI Server (E) is also required because ECE uses CTI to pass interaction data and agent state information between the contact center infrastructure and the ECE application.

Distractors: Customer Voice Portal (A) is a self-service IVR component for voice calls, unrelated to chat/email routing. Social Miner (B) is an optional social media monitoring tool and a peer to ECE, not a prerequisite. Call Manager (D) manages voice telephony and is not required for a chat/email channel to function.

Memory tip: Think of C and E as the "brain and nerve" of UCCE - the ICM core (brain) must exist for any application to have routing intelligence, and the CTI Server (nerve) is the communication bridge ECE needs to plug into that brain. No brain, no nerve = no ECE.

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