This document describes the use of Device Target for agent position
configuration in Cisco IP Contact Center (IPCC), instead of the previously used
Peripheral Target configuration.
Readers of this document should have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to the
Technical Tips Conventions.
Use "Device Target," rather than "Peripheral Target," in the IPCC. The
concept of Peripheral Targets is not relevant to the IPCC suite.
In traditional Legacy-ACD-based Cisco ICM deployments, Peripheral
Targets are used to tie agents to extensions. In IPCC however, a parameter
called Device Target is used. This is because the ICM serves as the Automatic
Call Distributor (ACD) in an IPCC configuration, so you actually configure the
phones (devices) with which the agents are associated.
IPCC systems do not deliver calls to a peripheral target. Instead, you
must define a device target for an agent. In order for ICM software to deliver
calls to an IPCC telephony device, ICM software requires that the device be
configured as a Device Target in the ICM database. ICM software uses the device
target to locate the label that routes a call to an IPCC agent.
An agent is dynamically associated to a device target at the time the
agent logs into a peripheral. The agent log-in request specifies the device
target, or targets, to be associated with the agent.
In the ICM framework, device targets are not directly associated with a
particular peripheral. This differs from the traditional ACD configuration,
where devices typically are associated with a specific peripheral. Instead,
device targets are dynamically associated with peripherals during the agent
log-in process. The association between the agent and the device target lasts
until the agent logs out of the peripheral.
Note: No association is made between an agent and a phone until the agent
logs in, at which point the agent and the phone (device target) are tied
A device target must be configured for each independently addressable
telephony device. Use the Device Target Explorer in the ICM Configuration
Manager to configure the device target.
Complete these steps:
Select Tools > Explorer Tools
> Device Target Explorer. The Device Target Explorer window
Click Add Device Target. The Device Target tab is
Type the relevant values for these fields:
Name—Type an enterprise name for the target.
This name must be unique among all device targets in the
Global Address—Type the global address for the
device. This must be set to a value that is unique from all other device
targets in the enterprise. Cisco recommends you to use the same value entered
in the Enterprise Name field.
Config Parameters—Use this field to enter any
specific configuration, such as:
Description—Type a description of the device.
This is an optional field used to provide additional information about the
After you enter the required Device Target information, click