Configuration Guide for Cisco Unified Intelligent Contact Management/Contact Center Enterprise & Hosted Release 9.0(1)
Preface
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Preface

Preface

Purpose

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.

Audience

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.

Organization

This guide is organized into parts as follows.
Chapter Description
Configuration Overview

Describes the system software and introduces the Administration Data Server Group and the Administration Client Group set of tools.

Routing a Call

Describes how the system software interacts with the interexchange carrier (IXC) signaling network and your call centers.

Configuration Manager

Describes the Configuration Manager tool and how to use it to define and maintain information about your enterprise in the Unified ICM database.

This chapter also contains a call type configuration example based on the child deployment documented in the Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.

Multiple Record Configuration

Explains how to configure multiple records at a time.

Routing Clients

Explains how to define your routing clients.

This chapter also contains a dialed number configuration example based on the child deployment documented in the Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.

Peripherals and Trunk Groups

Explains how to define your peripherals, trunk groups, and dialed numbers.

This chapter also contains a Peripheral Gateway configuration example based on the child deployment documented in the Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.

Skill Targets

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.

Routes and Routing Targets

Explains how to define the routes and targets within your system.

Software Configuration for Integrated Applications

Explains how to configure multimedia applications in the system software.

Configuring Variables

Describes the expanded call context (ECC) and user variables and how to define and use them.

Network IVRs/VRUs

Describes the Network interactive voice response (IVR)/ interactive voice response (VRU) feature that lets you divert a call to an interactive voice response unit for additional processing.

Peripheral Terminology

Describes the different terminology that peripheral manufacturers use for agents, skill groups, and services.

Related documentation

Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at: http://www.cisco.com/cisco/web/psa/default.html.

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.

Product naming conventions

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.


Note


This document uses the naming conventions provided in each GUI, which means that in some cases the old product name is in use.

Old Product Name

New Name (long version)

New Name (short version)

Cisco IPCC Enterprise Edition

Cisco Unified Contact Center Enterprise

Unified CCE

Cisco IPCC Hosted Edition

Cisco Unified Contact Center Hosted

Unified CCH

Cisco Intelligent Contact Management (ICM) Enterprise Edition

Cisco Unified Intelligent Contact Management Enterprise

Unified ICME

Cisco Intelligent Contact Management (ICM) Hosted Edition

Cisco Unified Intelligent Contact Management Hosted

Unified ICMH

Cisco CallManager/Cisco Unified CallManager

Cisco Unified Communications Manager

Unified CM

Conventions

This manual uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
  • Click Finish.

italic font

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

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:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to 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.

Documentation feedback

You can provide comments about this document by sending e-mail to the following address:

mailto:ccbu_docfeedback@cisco.com

We appreciate your comments.