This guide describes how to use the Cisco Unified Intelligent Contact Manager/Cisco Unified Contact Center Enterprise/Cisco Unified Contact Center Hosted configuration tools to configure and maintain the Unified ICM database. For instructions on how to create and manage Unified ICM scripts, see the Scripting and Media Routing Guide for Cisco Unified ICM/ContactCenter Enterprise & Hosted. For specific information on an automatic call distribution (ACD) or network interface card (NIC), refer to the appropriate Unified ICM ACD or NIC supplement documentation or ask your customer representative for that documentation.
This document is intended for Unified ICM system administrators. A system administrator must have a general understanding of call center operations and management and specific information about the call centers and carrier networks connected to Unified ICM/CCE/CCH software.
Explains how to define the services, skill groups, and agents associated with each peripheral.
This chapter also contains an agent and a skill group configuration example based on the child deployment documented in the Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.
Related documentation includes the documentation sets for Cisco computer telephony Integration Object Server (CTI OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop—Browser Edition, Cisco Unified Contact Center Management Portal (Unified CCMP), Cisco Unified Customer Voice Portal (Unified CVP), Cisco Unified IP IVR, Cisco Unified Intelligence Center, and Cisco Support Tools. The following list provides more information.
For documentation for these Cisco Unified Contact Center Products, go to http://www.cisco.com/cisco/web/psa/default.html, select Voice and Unified Communications, select Customer Collaboration, select Cisco Unified Contact Center Products or Cisco Unified Voice Self-Service Products, select the product/option you are interested in.
In this release, the product names defined in the table following have changed. The New Name (long version) is reserved for the first instance of that product name and in all headings. The New Name (short version) is used for subsequent instances of the product name.
This document uses the naming conventions provided in each GUI, which means that in some cases the old product name is in use.
Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:
Choose Edit > Find.
Italic font is used to indicate the following:
To introduce a new term; for example: A skill group is a collection of agents who share similar skills.
For emphasis; for example: Do not use the numerical naming convention.
A syntax value that the user must replace; for example: IF (condition, true-value, false-value) .
A book title; for example: Refer to the Cisco Product Installation Guide.
Window font, such as Courier, is used for the following:
Text as it appears in code or that the window displays; for example: <html><title>Cisco Systems,Inc. </title></html>
Navigational text when selecting menu options; for example: ICM Configuration Manager > Tools> Explorer Tools > Agent Explorer
Angle brackets are used to indicate the following:
For arguments where the context does not allow italic, such as ASCII output.
A character string that the user enters but that does not appear on the window, such as a password.
Documentation and service request
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:
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