Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (Unified CVP), Cisco Unified IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).
For documentation for these Cisco Unified Contact Center Products, go to
For information about how to configure your CVP media server, VXML gateway, Call Server, ECC variables, SIP subsystem, and how to create Network VRU scripts for CVP micro-apps, see the CVP 8.5(1) documentation.
Boldface type is used for user entries, keys, buttons, and folder and submenu names.
Choose Edit > Find from the ICM Configure menu bar.
Italic type indicates one of the following:
A newly introduced term
A generic syntax item that you must replace with a specific value
A title of a publication
A skill group is a collection of agents who share similar skills.
Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01).
IF (condition, true-value, false-value)
An arrow (>) indicates an item from a pull-down menu.
The Save command from the File menu is referenced as File > Save.
Documentation and service requests
For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.