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,
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:
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
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;
Navigational text when selecting menu options; for
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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