Cisco Interaction Manager can be installed with multiple application servers. The number of application
servers in your configuration depends on the total number of concurrent agents to be supported.
Before installing the application, use the Cisco Unified Web and E-Mail Interaction Manager Solutions
Reference Network Design Guide to help you determine the best possible configuration for your
requirements.
Cisco Interaction Manager can be installed with multiple web servers. The number of web servers in a
deployment depends on the number of application servers in the configuration.
Email is supported by Unified EIM to create a communication channel between a customer and an agent.
There are various steps involved in efficiently responding to emails from customers. Emails are first retrieved
into the system and routed to appropriate users or queues. Once a response is created, it is processed through
the system and sent to the customer