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
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