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.
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.
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.
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.
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.
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.
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).
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.
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.
For documentation for the Cisco Unified Contact Center products mentioned above,
Voice and Unified Communications, then click
Customer Collaboration, then click
Cisco Unified Contact Center Products or
Cisco Unified Voice Self-Service Products, then click the
product or option you are interested in.
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.
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 CRS 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 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.
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