Pre-installation Planning Guide for Cisco Unified ICM Enterprise and Hosted Release 9.0(1)
Preface
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Preface

Preface

Purpose

This guide describes pre-installation requirements and issues to address in preparing for a Cisco Unified Intelligent Contact Management (Unified ICME) installation. It does not discuss, for example, pre-installation planning for Unified ICME multichannel software or for Cisco Unified Contact Center and its components such as Cisco Unified Communications Manager (Unified Communications Manager or Cisco Unified IP IVR (Unified IP IVR)). For information on Cisco Unified multichannel software, see the documentation for Cisco Unified E-Mail Interaction Manager (Unified EIM), Cisco Unified Web Interaction Manager (Unified WIM) and Cisco Media Blender (CMB). For Unified ICME, see the relevant documentation.

Audience

This guide is intended for contact center managers, system support personnel, and plant engineers who are planning and preparing contact center sites for a Unified ICM system installation. Readers should be familiar with contact center site planning and preparation issues. They should also have a basic understanding of the Unified ICM system and the components that are installed as part of the system.

Organization

This document is organized as follows:
Pre-installation planning overview

Provides an overview of the Unified ICME pre-installation planning process. This chapter includes a pre-installation document roadmap, which suggests an order to follow in using the Unified ICM pre-installation planning guides.

Cisco Unified ICME overview

Describes the role of the Unified ICM software within the Cisco Unified Contact Center Enterprise (Unified CCE). This chapter also reviews the main Unified ICM software features.

IXC overview

Describes how to plan for access to the carrier's intelligent network service. This chapter includes an overview of Unified ICME/IXC interaction and a discussion of Unified ICM -Network Interface Controller (NIC) fault tolerance.

Switch overview

Provides an overview of Unified ICM PG-to-peripheral interaction.

Peripheral Gateway configurations

Describes the options for configuring Peripheral Gateways in the Unified ICME.

CTI planning

Describes the pre-installation planning for CTI, including reviewing CTI Server communications and platform options; becoming familiar with the desktop options; estimating CTI message traffic; planning fault tolerance for the CTI Server; and reviewing ACD support for client control and third-party call control.

Interactive Voice Response (IVR) systems

Describes the pre-installation planning tasks for the Unified IVR option, including reviewing the options for integrating IVRs into the Unified ICME system, determining if any IVR programming or application development is necessary, and reviewing the PG platform requirements for Unified IVR.

ICM Gateway SQL planning

Describes the pre-installation planning tasks for the Unified ICM Application Gateway and Unified ICM Gateway SQL options, including preparing host systems and databases; reviewing fault tolerance issues; and planning for data transfer (in the case of Gateway SQL).

ICM Platform planning

Describes how to determine the numbers and types of Unified ICM nodes you will need.

Datacom requirements

Describes how to prepare network facilities for an Unified ICM system installation, such as determining the requirements for visible and private networking, allocating IP addresses, and ordering any required network hardware.

Site Preparation

Presents a brief list of basic considerations for site preparation.

IP address worksheets

Provides worksheets you can use to record IP addresses for the visible and private networks.

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 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 (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 below 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 System IPCC Enterprise Edition

Cisco Unified System Contact Center Enterprise

Unified SCCE

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 CRS 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 > ExplorerTools > 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.

Obtaining 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 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.

Documentation feedback

You can provide comments about this document by sending email to the following address:

mailto:ccbu_docfeedback@cisco.com

We appreciate your comments.