For SME escalation or customer-facing chat queueing? Assuming the later you need CCX 9.0 Premium with SocialMiner to serve as the DMZ-based web frontend and XMPP proxy. Be aware that chat is a 1.0 technology for CCX in this release; very basic.
Web Chat:Cisco Unified CCX Premium provides the facility for end users to initiate a chat session with the agent, from a website, typically the public website of the organization using the Unified CCX. Unified CCX provides separate agent and supervisor web application, real-time, and historical reports for Chat. The chat functionality requires Cisco SocialMiner to be deployed, and SocialMiner to act as the endpoint that hosts the widgets that end users and agents use during the chat session. SocialMiner accepts the chat request, communicates with Unified CCX to allocate an agent for the chat and then establishes the chat session between agent and end user. The Unified CCX queues the chat requests from SocialMiner, allocates agents, and monitors the chat session. Additionally, it facilitates agent state changes and provides the real-time and historical reports for the Chat.
The procedure is not well documented publically. If you're a partner you could look at these TOIs:
https://communities.cisco.com/docs/DOC-30185
https://communities.cisco.com/docs/DOC-30186
Customers are limited to the product docs:
CCX: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/configuration/guide/UCCX_BK_U767AC77_00_uccx-admin-guide_chapter_010001.html#UCCX_RF_C344B17A_00
SocialMiner documentation is hidden on the DocWiki:
http://docwiki.cisco.com/wiki/SocialMiner
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