Setting up the CCS for ICM integration

Immediately after installing the Collaboration Server software and connecting to the database, you must complete some basic configuration tasks so that the CCS can work in an ICM-integrated mode. Specifically, you must complete these configuration procedures:

Note: These procedures assume you have installed and configured the ICM software. In addition, these procedures assume that you have installed the Collaboration Server software and enabled the connection to the database.

See also:

For information on

See

Required ICM setup

About ICM Setup

Setting up your database connection

The Collaboration Server Installation Guide

Run the Integrate with ICM wizard

The next step in configuring your Collaboration Server for ICM integration is to run the Integrate with ICM wizard from the Collaboration Server Administration Desktop (http://<CCS Server>/admin). This option is available under the Server Setup administration node.

The Integrate with ICM wizard loads the integrated version of the Administration Desktop. Each screen of the wizard also provides links to lead you through the rest of the required CCS setup discussed in this section.

When you select these links, the Collaboration Server launches an external window, allowing you to complete the required configuration. After you complete each step, close the external window and complete the steps outlined in the wizard.

To run the Integrate with ICM wizard:

  1. Select Server Setup > Integrate with ICM.

  2. Click Integrate with ICM. The system displays a warning, asking whether you are sure you want to integrate.

    NOTE:
    You cannot return to standalone mode once you begin the integration process by clicking OK.

  3. Click OK. You are prompted to establish two settings:

  4. the Application Instance on Collaboration Server

  5. the Collaboration Server-side of the Administration Workstation (AW) Connection

To define the Collaboration Server Application Instance:

  1. On the Integrate with ICM screen, click the link for the Application Instance. A new window opens, allowing you to define the Application Instance.

  2. Enter the following information into the form:
     

    Field

    Description

    Collaboration Server application instance name

    Enter the same name as entered in ICM. For example "CollaborationServer1".

    Description

    Enter an optional description of this application, for example "Routing Agent CCS 1".

    New application key

    Enter an Application Key for the Collaboration Server. This value must also match the application key entered in ICM. For example "CCS_App_Key1".

    Verify application key

    Re-enter the key.

    Super administrator login name

    If you want to change the login name of the super administrator you can change it here. If you do not wish to change it then do not edit this field.

    New password

    If you wish to change the super administrator password then enter a new password here. Otherwise leave the field blank.

    verify password

    If you changed the super administrator password, then re-enter the password here. Otherwise leave it blank.

  3. Click submit. A confirmation dialog box appears. Click OK and close the Application Instance window to return to the Integrate with ICM screen.

To establish the Collaboration Server-side of the Admin Workstation Connection:
 

  1. On the Integrate with ICM screen, click ICM Administration Connection. A new window appears, Collaboration Server : Server setup : Connections : Create.

  2. Enter the following information into the new window:

     

    Field

    Description

    ICM Administration connection name

    Enter a name for this connection. For example, "AWconn1".

    Description

    Enter an optional description for this connection. For example "ICM AW Connection 1".

    Disable automatic connect to ICM Distributor AW

    If checked, then Collaboration Server will not attempt to connect to the ICM Administration Workstation. Instead, Collaboration Server waits for the connection to be initiated by the ICM. If checked you will also be unable to enter information into the next three fields.

    This feature is useful if the ICM is behind a firewall, since Collaboration Server cannot initiate a connection through a firewall unless the RMI registry port has been opened in the firewall.

    ICM Distributor AW host name **

    If Collaboration Server is initiating the connection to the ICM Distributor AW, enter the host name, for example "icm.example.com".

    ICM Distributor AW link **

    Enter the AW Link as specified in CMS Control on the ICM, for example,  "ICM_Service_1". Note: This is currently ICM Service Name.

    ICM Distributor AW RMI ** registry port

    Enter the port on which the connection should be initiated. Port 1099 is the default port.

    Application (Collaboration Server) link

    Enter the Collaboration Server link as specified in CMS COntrol on the ICM, for example, "CCS_Client_1". Note: This is currently Application Service Name.

    Application (Collaboration Server) RMI registry port

    Enter the port on which Collaboration Server should accept incoming connection initiation requests. By default this is 1099.

    Application (Collaboration Server) RMI connection port

    Enter the port over which the AW connection should communicate. If you enter a port number here then connection initiations occur over the registry port and actual communications occur over this port. Be sure that the port is opened on the firewall.

    Note: If you do not provide the RMI Connection Port, then the communications occur over any port that is open on both servers. Cisco recommends you to provide the RMI Connection Port. Also the specified port number must be different from the registry port number.

    * AW, Media Blender, and  DCA connections use the Sun Microsystems Remote Method Invocation (RMI).

    **  If the Disable automatic connect box is unchecked you cannot enter a value in this field, since the ICM is initiating the connection.

  3. Click submit and close the connection window to return to the Integrate with ICM wizard.

  4. Click Apply in the Integrate with ICM screen. A Notice appears informing you to close the browser and restart Collaboration Server. Close the browser window.

To restart Collaboration Server:

  1. From Windows, click Start > Run. Enter CMD into the dialog box and click OK. A Command Prompt window opens.

  2. In the Command Prompt window type: net stop iisadmin and press Enter. Type  Y when prompted to stop additional services.

  3. After the World Wide Web Publishing service has stopped, type: net start w3svc. The World Wide Web Publishing service starts.

  4. NOTE: You may receive an error stating the World Wide Web publishing service was unable to start. Ignore this error and wait 5 minutes. Collaboration Server takes longer to start when integrated with ICM, and windows falsely reports that IIS fails to start.

  5. Open Internet Explorer and go to  http://<CCS Server/admin. Login with the super administrator username and password. The Administration Desktop automatically brings you to the rest of the Integrate with ICM wizard. Follow the instructions below.

    NOTE:
    The pages will continue to load slowly during this portion of setup.

 

Enable ICM Media Routing Domains

The Collaboration Server Administration Desktop lets you select the ICM Media Routing Domains that should be used to route requests for the Media Classes you intend to use. The Collaboration Administation Desktop  displays four  Media Classes you can set up through Collaboration:

For each of these Media Classes, you can choose a Media Routing Domain that has been established on the ICM.

You use the Collaboration Server Administration Desktop to enable, view, or change Media Routing Domains for your Media Classes.

To enable ICM Media Routing Domains:

  1. Click the Media Routing Domains link on the Integrate with ICM screen. An external window opens, allowing you to choose Media Routing Domains.

  2. Select those Media Routing Domains you want to enable for your Media Classes.

  3. Click submit and close the external window to return to the Integrate with ICM wizard.

Establish Media Blender connections

On the Collaboration Server, you must set up connections to each Media Blender in your configuration. Because Media Blender serves several purposes in this configuration, a CCS connection to it establishes these services:

Additional properties for the ARM connection are created when you enable a peripheral. Likewise, additional Media Blender properties are created if you set up an ACD queue.  Also, additional MRI properties are established when you create an ICM queue.

Once these connections are set up, properties for each of these connections are stored in the property files shown in this table:

 

This file....

...contains these properties...

<connectionname>.properties

Common properties for the ARM, MRI and Media Blender common properties

MessageAdapter.properties

Properties for the ARM and MRI connections

BAPI.properties

Properties for the Media Blender connection

Two additional property files store information about each connection and the peripherals to which each connection is assigned:

 

Property file

Description

CMBconn.properties

Lists all Media Blender connections for this Collaboration Server., and their corresponding <connectionname>.properties file.

PeripheralConns.properties

Lists all Media Blender connections and the peripherals to which they are assigned.

Note: Media Blender connections must be set up before you can create ICM or ACD queues or enable peripherals.

Establishing Media Blender connections involves completing some tasks using the Administration Desktop, as well as copying two properties files from the Collaboration Server to the Media Blender Server.

To establish Media Blender connections:

  1. Click the Connections link from the Integrate with ICM wizard  An external window opens, allowing you to enter the following information about your Media Blender connection:

     

    Field

    Description

    Media Blender Connection Name

    Enter a name for this connection. For example, "MBconn1".

    Description

    Enter an optional description for this connection. For example "ICM AW Connection 1".

    Media Blender host name

    Enter the hostname for the Media Blender

    Media Blender RMI registry port *

    Enter the port on which the connection should be initiated. Port 1099 is the default port.

    Media Blender password

    Enter a password for this connection.

    Verify Media Blender password

    Verify the password.

    Collaboration Server RMI Connection Port

    Enter the port over which the AW connection should communicate. If you enter a port number here then connection initiations occur over the registry port and actual communications occur over this port. Be sure that the port is opened on the firewall.

    Note: If you do not provide the RMI Connection Port, then the communications occur over any port that is open on both servers. Cisco recommends you to provide the RMI Connection Port. Also the specified port number must be different from the registry port number.

    Collaboration Server RMI registry port *

    Enter the port on which the connection should be initiated. Port 1099 is the default port.

    Collaboration Server password

    Enter a password for this connection.

    Verify Collaboration Server password

    Verify the password.

    Disable automatic connect to Media Blender **

    If checked, then Collaboration Server will not attempt to connect to the Media Blender. Instead, Collaboration Server waits for the connection to be initiated by the Media Blender.

    This feature is useful if the Media Blender is behind a firewall, since Collaboration Server cannot initiate a connection through a firewall unless the RMI registry port has been opened in the firewall.

    * AW, Media Blender, and  DCA connections use the Sun Microsystems Remote Method Invocation (RMI).

    **  If the Disable automatic connect box is unchecked then the connection is initiated by the Media Blender.

  2. Click submit, then close the external window.

  3. You must create as many Media Blender connections as peripherals that you will enable. Click the Connections link in the Integrate with ICM screen to open a new window and create a new connection as necessary.

  4. Copy the following files from the Collaboration Server to the Media Blender Server. The files must be copied to the specific Media Blender for which the connection was created:

Copy this file from the Collaboration server...

...to this path on the Media Blender server

<CCS_installdir>\servlet\properties\cmb\conn_name\<connectionname>.properties

<CMB_installdir>\servlet\properties\

<CCS_installdir>\servlet\properties\cmb\conn_name\blender\collaboration.properties

<CMB_installdir>\servlet\properties\blender

Enable ICM Peripherals

ICM peripherals perform agent and skill group tracking and reporting. You must therefore identify all peripherals that will perform these tasks for the agents and skill groups you set up on your CCS. The Blender connection must be established before you can enable an ICM peripheral from the Collaboration server. For information on creating a Peripheral, please consult your ICM documentation.

NOTE: You need not enable ICM peripherals here if the Collaboration Server will be set up as a routing-only CCS; that is, if no agents or skills groups will be created on this Collaboration Server, you need not enable peripherals.

NOTE To ICM Administrators: When creating peripherals on the ICM use short descriptive names. The peripheral name is used in the construction of other names, such as the enterprise name which is comprised of <peripheralName>.<lastName>_<firstName>, truncated to 32 characters.

You use the Collaboration Administration Desktop to enable, view, change, or disable peripherals.

To enable ICM peripherals:

  1. Click the Peripherals links from the Integrate with ICM screen. An external window opens, allowing you to enable ICM peripherals.

  2. Select those peripherals that should be used by each of your Media Blender connections.

  3. Click submit. Close the external window and return to the Integrate with ICM wizard

  4. After establishing MRDs and Media Blender connections, as well as enabling peripherals, click Next on the ICM wizard screen.

Determine Collaboration Server type (routing and agent Collaboration Servers)

In an ICM-integrated configuration, you must have at least one server that is configured as a routing Collaboration Server. That is, at least one of your CCS machines must be connected to a Media Routing PG, which will sent route requests to the ICM central controller.

Each Collaboration server can also serve as an agent Collaboration Server.  Agent servers are connected to Agent Reporting Peripheral Gateways, which track and report on agent state.

A single Collaboration server can be configured in any of these ways:

Using the Integrate with ICM wizard you specify whether your Collaboration Server will be used to route requests, manage agents, or both.

To establish Collaboration Server type:

  1. Select the type of Collaboration Server, as described below

    Note:
    If you enable a peripheral during the integration then Collaboration Server is automatically set as an ARM (Agent Reporting and Management) server. It may also still be set to be a routing server.


    At least one Collaboration Server in the network must be a routing server, if this is the only Collaboration Server then you must enable this one as a routing server.

    Select these options....

    ...if this is true about your Collaboration Server:

    Routing

    This Collaboration Server will be used to submit requests to the ICM only. Agents and skill groups will not be created on this Collaboration Server.

    If you choose this option, the Media Routing (MR) interface will be enabled on the Collaboration Server when you restart Collaboration Server.

    Agent Reporting and Management

    Agents and skill groups will be created on this Collaboration Server. However, this Collaboration Server will not be used to send Web requests to the ICM central controller.

    If you choose this option, the Agent Reporting and Management (ARM) interface will be enabled on the Collaboration Server when you restart Collaboration Server.

    Routing and Agent Reporting and Management

    This Collaboration Server will be used to submit requests to the ICM central controller. Agents and skill groups will also be created on this Collaboratin Server.

    If you choose both of  these options, the MR interface and the ARM interface will be enabled on the Collaboration Server when you restart Collaboration Server.

     

  2. If you choose Routing, click the Queue link to create an ICM queue that will submit Web requests to the ICM central controller.

  3. Click Finish to complete the Integrate with ICM wizard. You will be prompted to reboot your system.

Creating ACD queues (legacy ACDs only)

If you are using legacy ACDs for Blended Collaboration, or Web or Delayed Callback, you must create ACD queues on the Collaboration server. ACD queues are used to communicate with Media Blender.

Note that, in this configuration, requests are still submitted to the ICM queue. However, after the ICM routes the request and returns a label to the Collaboration Server, the request resides in the ACD queue, until it is put into session with an agent.

You must have already enabled your peripherals and defined Media Blender connections to them before you can create ACD queues.

To create ACD queues:

  1. Select Server Setup > Queues > Create from the Collaboration Administration Desktop.

  2. Follow the wizard to create ACD queues.

  3. When finished, submit.

NOTE: With IPCC /Soft ACD, you do not require an ACD queue.

Creating an ICM Queue

ICM queue forwards new tasks to the ICM for routing. If you don't create an ICM Queue then the ICM is used for reporting only.

To create an ICM queue:

  1. Select Server Setup > Queues > Create from the Collaboration Administration Desktop.

  2. Follow the wizard to create an ICM queue.

  3. When finished, submit.