Contents

• Preface
• Purpose
• Audience
• Organization
• Related documentation
• Product naming conventions
• Conventions
• Documentation and service request
• Documentation feedback

Preface

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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.

• 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.
• For troubleshooting tips for these Cisco Unified Contact Center Products, go to http://docwiki.cisco.com/wiki/Category:Troubleshooting, then click the product/option you are interested in.
• Documentation for Cisco Unified Communications Manager is accessible from: http://www.cisco.com/cisco/web/psa/default.html.
• Technical Support documentation and tools are accessible from: http://www.cisco.com/en/US/support/index.html.
• The Product Alert tool is accessible from (login required): http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice.
• For information on the Cisco software support methodology, refer to Software Release and Support Methodology: ICM/IPCC available at (login required): http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html.
• For a detailed list of language localizations, refer to the Cisco Unified ICM/Contact Center Product and System Localization Matrix available near the bottom of the following page: http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html.

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

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Documentation feedback

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mailto:ccbu_docfeedback@cisco.com

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