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.

Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well as related documentation, is accessible from Cisco.com at: http://www.cisco.com/cisco/web/psa/default.html.

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, go to http://www.cisco.com/cisco/web/psa/default.html, click 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.
• For troubleshooting tips for these Cisco Unified Contact Center products mentioned above, go to http://docwiki.cisco.com/wiki/Category:Troubleshooting, then click the product/option you are interested in.
• Documentation for Cisco Unified Communications Manager is accessible from: http://www.cisco.com/cisco/web/psa/default.html.
• Technical Support documentation and tools are accessible from: http://www.cisco.com/en/US/support/index.html.
• The Product Alert tool is accessible from (login required): http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice.
• For information on the Cisco software support methodology, refer to Software Release and Support Methodology: ICM/IPCC available at (login required): http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html.
• For a detailed list of language localizations, refer to the Cisco Unified ICM/Contact Center Product and System Localization Matrix available at the bottom of the following page: http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html.

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.

Note	This document uses the naming conventions provided in each GUI, which means that in some cases the old product name is in use.

This manual uses the following conventions:

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:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

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