The ICM and CCM Components

Cisco personnel or a Cisco Partner typically handles the work involved in setting up the ICM and CCM components. These components should be installed and configured before the application components. This work involves setting up the Intelligent Contact Management (ICM) software, which includes all the elements of IPCC, such as Cisco CallManager (CCM) and the Cisco IP IVR, as well as the CTI servers, the legacy ACDs, and the peripheral gateways. Here are some helpful tips; more complete information is available in the documentation listed below.

- When setting up the multichannel software for multiple sites, use remote control software to remotely handle configuration, troubleshooting, and rebooting.
- If you are using IPCC, be sure to configure CallManager and install and configure IP-IVR before installing and configuring ICM software.
- You must configure the ACD and IPCC PGs and the CTI Servers before the Media Blenders that work with the CTI Server can be configured.
- Make note of the server IP addresses, port names, peripheral IDs of the switches, the switch types, user names, and passwords. These are needed when configuring the Media Blenders that handle the CTI servers.
- If fault tolerance is required, use duplexed CTI Servers to keep things running. When one goes down, the other takes over.
- Configure the MR PG PIM1 to talk to CMB1. Configure the MR PG PIM2 to talk to E-Mail Manager. You will need the Media Blender and E-Mail Manager IP addresses and server ports. Before the integration will work, the CTI server must be in Active mode and the MR PG PIM1 must be in a mode attempting to connect to Media Blender.
- Using the ICM Configuration Manager, create the following objects (order is not important):
  - Media Routing Domains (MRDs) for each Collaboration Server media class. You will need the names of the Collaboration Server media classes that will be used. Each MRD requires a separate ICM script.
  - An MRD for E-Mail Manager.
  - IPCC and ACD peripherals. Information about these peripherals is needed when using the Collaboration Server Administration UI to associate agents with the peripherals.
  - Application instances; for example, if you are using a Collaboration Server and an E-Mail Manager, you must create application instances for each application.

You need the following documents, which are available on the ICM Software Documentation CD:

- Cisco ICM Software Installation and Configuration Guides
  - Cisco ICM Software Installation Guide
  - Cisco ICM Software Configuration Guide
  - Cisco ICM Software IPCC Installation and Configuration Guide
  - Cisco ICM Software IPCC Laboratory Guide
  - Cisco ICM Software WebView Installation Guide
  - Cisco ICM Software Blended Agent Setup and Configuration Guide
  - Cisco ICM Software ACD Supplement for Aspect CallCenter
  - Cisco ICM Software ACD Supplement for DEFINITY ECS
  - Cisco ICM Software ACD Supplement for Nortel Meridian
  - Cisco ICM Software ACD Supplement for Nortel Symposium
  - Cisco ICM Software ACD Supplement for Rockwell Spectrum
  - Cisco ICM Software SS7 Gateway Configuration Tool User Guide
- Cisco ICM Software Administrator and Supervisor Guides
  - Cisco ICM Software Administration Guide
  - Cisco ICM Software IPCC Administration Guide
  - Cisco ICM Software CTI OS System Manager's Guide
  - Cisco ICM Software AlarmTracker Administrator Guide
  - Cisco ICM Software Security Guide
  - Cisco ICM Software Web View Administrator Guide
- Cisco ICM Software Programming Documentation
  - Cisco ICM Software Scripting and Media Routing Guide
  - Cisco ICM Software Database Schema Handbook

Back to Map