About ICM setup

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

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.

Media Classes

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:

(Another Media Class supported in the Cisco  Contact Center Software Platform is eMail.)

Establishing a Media Routing Peripheral Gateway (MR-PG).

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.

Establishing Peripherals

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.

Setting Up ECC (Expanded Call Context) Variables

If you intend to use web or delayed callback, you must  set up the following variables on the ICM:

Define the CCS Application Instance Name in the ICM database (from ICM Administration Workstation)

To define the CCS Application Instance Name in the ICM database:

  1. From the ICM Administration Workstation, Open the ICM Configuration Manager.

  2. Select  Configure ICM > Application > Application Instance List. The Application Instance List window appears.

  3. In the Application Instance List window click Retrieve then click Add.

  4. 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".

Configure the ICM side of the Administration Connection using CMS Control (from ICM Admin Workstation)

CMS Control allows you to define the administration connection from the ICM to Collaboration Server.

To configure this connection from the ICM:

  1. 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.

  2. Select the Applications tab.

  3. Click Add.

  4. 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.

  5. 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