Suggested Implementation Plan

The following high-level procedure provides a suggested plan to use when setting up the multichannel software.

  1. Install the following product software, and note that upgrading and licensing information is typically included in the installation guides for the respective products.
  2. After installing the products, be sure to update the system hosts files for all the machines on the platform.

    Note: If you are using IPCC, configure CallManager and install and configure IP-IVR before installing the ICM software. CallManager is pre-installed on the Cisco Media Convergence Server (MCS) so you do not need that installation guide. See the Getting Started with Cisco Customer Response Applications for information on installing IP-IVR. During the installation of ICM, be sure to add a CallManager peripheral gateway (PG) that has two PIMs—one for CallManager and the other for IP-IVR.

  3. Determine the firewall considerations. See the Cisco Media Blender Installation Guide for details.

  4. Configure ICM software. Using the ICM Configuration Manager, complete the following:
  5. See the Cisco ICM Software Configuration Guide and the Cisco ICM Software IPCC Installation and Configuration Guide for more details about configuring ICM and IPCC. See the Cisco ICM Software CTI OS System Manager's Guide for details about configuring CTI OS.

  6. Configure the Cisco Collaboration Server software. Using the Collaboration Server Administration desktop, complete the following:
  7. See the Cisco Collaboration Server Administration Guide for more details about configuring Collaboration Server.

  8. Configure the Cisco Media Blender software. Using the Media Blender Administration user interface and some property files, complete the following:
  9. See the Cisco Media Blender Administration Guide for more details about configuring Media Blender.

  10. Configure the Dynamic Content Adapter software. After installing Collaboration Server and then installing DCA, you must integrate DCA with Collaboration Server. In most cases, you can use DCA as-is immediately after installing and integrating it with Collaboration Server. Post-installation configuration is usually not necessary. However, you might want to do the following:

See the Cisco Dynamic Content Adapter Administration and Configuration Guide for more details about configuring DCA.

  1. Configure the E-Mail Manager software. Using the E-Mail Manager Administration user interface, complete the following:
  2. See the Cisco E-Mail Manager Installation and Configuration Guide and the Cisco E-Mail Manager Administration Guide for more details about configuring E-Mail Manager.

  3. Define your business needs by answering the following questions:
  4. Write ICM scripts for Collaboration Server and E-Mail Manager media routing domains to accomplish your business needs. An ICM script is scheduled based on the routing domain, script selector, dialed number, and call type. Each routing domain requires an ICM script, but it is possible to route requests from different MRDs using one script. Scripts can be checked and verified using Call Tracer. Note that labels are different in Version 5.0. See the Cisco ICM Software Scripting and Media Routing Guide and the Cisco Collaboration Server Administration Guide for more details on creating scripts.

  5. Test all of the request flows you plan to use.

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