This section provides an overview of the configuration tasks that must be performed on the ICM central controller before you should begin configuration of the Collaboration Server.
ICM configuration tasks required include:
Setting up Media Routing Domains for Appropriate Media Classes
Define the CCS Application Instance name in the ICM database (from ICM Administration Workstation)
The ICM uses Media Routing Domains (MRDs) to organize how requests for different media are routed. A MRD is a collection of skill groups and services that are associated with a common communication medium. ICM software uses a MRD to route a task to an agent who is associated with a skill group and a particular medium. Before you can configure your Collaboration Server to use the ICM as a routing engine, MRDs must be established on the ICM. These MRDs have unique IDs across the enterprise. Then, on the Collaboration Server, you must enable those ICM Media Routing Domains that you need to use.
A Media Class describes the type of requests you want to set up for routing on the ICM. On the Collaboration Server, you can establish routing for any or all of these Media Classes:
Multi-session chat
Single-session chat
Blended Collaboration (with IPCC)
Voice (used for Web Callback and delayed callback, and Blended Collaboration using legacy ACDs).
(Another Media Class supported in the Cisco Contact Center Software Platform is eMail.)
An ICM Peripheral Gateway is capable of routing media requests of different kinds (for example. e-mail, web callback, etc.). MR-PGs support multiple media routing clients by placing multiple, independent Peripheral Interface Managers (PIMs) on a PG platform. A single MR-PIM is required for each application server to be connected to the ICM system. For example, if you were connecting a CeM server and a CCS server, you would need two MR-PIMs on the PG.
ICM peripherals are ACDs or IPCCs set up to perform agent and skill group control and reporting. Peripherals are connected to the Collaboration Server via the Agent Reporting and Management interface (ARM) connection. Using this connection, a peripheral tracks an agent's activity across all the media to which he or she is logged in. It reports this activity back to the ICM Central Controller, which can use the information when making routing decisions.
If you intend to use web or delayed callback, you must set up the following variables on the ICM:
user.cisco.cmb
user.cisco.cmb.callclass
To define the CCS Application Instance Name in the ICM database:
From the ICM Administration Workstation, Open the ICM Configuration Manager.
Select Configure ICM > Application > Application Instance List. The Application Instance List window appears.
In the Application Instance List window click Retrieve then click Add.
In the Attributes tab enter the following:
Field |
Description |
Name |
Enter a name for the Application. This name must mach the value that is entered into the Collaboration Server application instance name. It is suggested that you use a name that is short but descriptive, such as "CCS_Conn1". |
Application Key |
Enter an Application Key for the Collaboration Server. This value must also match the application key entered in Collaboration Server. For example "CCS_Conn1_App_Ke1". |
Application Type |
Select the type of application from the pull-down menu. For Collaboration Server you select "Cisco Collaboration Server". |
Permission Level |
Enter the permission level that the application has to access the ICM database. This should be set to "Full Read/Write". |
Description |
Enter an optional description of this application, for example "Routing Agent CCS 1". |
CMS Control allows you to define the administration connection from the ICM to Collaboration Server.
To configure this connection from the ICM:
From the ICM Admin Workstation
folder double-click CMS Control
to start the CMS Control Console.
Note: CMS Control may
not be installed by default. Run ICM setup to install the CMS Control
utility.
Select the Applications tab.
Click Add.
Enter the following information:
Field |
Description |
ICM Distributor AW link |
Enter the service name, for example "ICM_Service_1". |
ICM Distributor AW RMI registry port |
Enter the port number. By default the port is "1099". |
Application link |
Enter the remote service name, for example "CCS_Client_1". |
Application RMI registry port |
Enter the port number. The default is "1099". |
Application Host Name |
Enter the name of the remote CCS Server. |
Click OK in the dialog box and click Apply in the control console. A dialog box appears stating that the CMS Jserv process will restart. Click OK.
See also:
For information on |
See |
The components in a Cisco Customer Contace Software Platform installation |
Cisco Customer Contact Software Platform Implementation Map |
Setting up ICM routing for web requests |
The Collaboration Server Administration Guide |
Creating ICM routing scripts |
The ICM Script Editor Guide The ICM Script Applications Guide |
Setting up VRU scripts |
The ICM Configuration Tools Guide |