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.

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

*Note: Cisco CallManager (CCM) is pre-installed on the Cisco Media Convergence Server (MCS) so you do not need the installation guide. See the Cisco ICM Software IPCC Administrator Guide for information on how to configure CCM to work with IPCC.

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