ICM Configuration: IP Contact Center Enterprise (IPCCE) v1.0

IP Contact Center Enterprise (IPCCE) v1.
ICM Configuration
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-1
What to Configure
The following must be configured using Configure ICM:
• Network VRU
• Network VRU Scripts
• Agent Desk Settings
• IPIVR PG (VRU)
• CallManager PG
• Network Trunk Group and Trunk Group
• Service (Generic Service for Translation Route)
• Route
• Skill Groups
• Agent, Supervisor
• Agent Team
• Device Targets, Labels
• Dialed Number
What to Configure
Configuration Only
MRD/Call Type
ICM
Schedule
IP IVR PG Script
Service,
Skill Target Skill Groups
CTI
CM PG
Server
Route
JTAPI Call Control Group #1 Device/Peripheral Target
IP IVR
Label
Call Manager Network VRU JTAPI Call Control Group #1

Network VRU Scripts
8101
8102 Network Trunk Group
CTI
9501 9502 8103 Trunk Group
8104
Agent, Supervisor, Team, Device Targets, and Agent Desk Settings 8105
Start Central Controller
Open Services Control and Start All Services
Start Central Controller
Configuration Manager
Network VRU
Network VRU
IPIVR is defined as Type 2
Network VRU Scripts
Define IPIVR Script used by
the Run External Script Node
Interrupt IPIVR Script when

Agent becomes available
Network VRU Scripts
Enterprise Name used by the

Run External Script Node
Name defined on the IPIVR ICM

Subsystem (case sensitive)
Configure VRU PG (IPIVR)
Post Routing will make this

Peripheral a Routing Client
Enable post routing
The Advanced tab defines the Network VRU (Previously configured)
Record the information after saving the record
Network Trunk Group
Trunk Group
Peripheral number must match

JTAPI Call Control Group defined
on IPIVR (JTAPI Group# 1)
Generic Service for Translation Route
Create a generic Service on the IPIVR

Peripheral for Translation Routing. This
Service will be used by the Translation
Route Wizard
Generic Service for Translation Route
A Peripheral Target and

Label are not required for
proper operation of the
Translation Route, but in
order to test your call flow
using Call Tracer, they
must be configured in the
ICM Database
Agent Desk Settings
Call Manager PG
Call Manager PG
Select Client type: CallManager/SoftACD
Call Manager PG
Configure the Peripheral and Routing Client tabs
Call Manager PG
Record the information after saving the record
This information will be required

when configuring the PIM during
the PG Compent installation
Network Trunk Group (CallManager)
Configure a Network Trunk

Group and Trunk Group for the
CallManager Peripheral
Trunk Group (CallManager)
Be sure CallManager is the

selected Peripheral
Skill Groups
Add the PreSales Skill Group
Add Skill Groups to your configuration
Be sure to choose the CallManager Peripheral

Skill Groups
Add Routes to your targets
Skill Groups
Add a PostSales Skill Group
Agents
Add an Agent as shown. Be sure to set the

password to “training” (lower case)
When opening Agent Explorer, the

Password field appears to be filled, but it’s
not
Skill Group Membership
Add Agents to the appropriate

Skill Group
Skill Group Membership
Supervisor
Configure an Agent as a
Supervisor
Agent Team
Agent Team Members
Add an Agent to the IPCC Team
Agent Team Members (Supervisor)
Add Supervisor to the IPCC Team
Device Targets
Call Type
Dialed Number
Dialed Number Mapping

ICM Configuration: IP Contact Center Enterprise (IPCCE) v1.0

Uploaded by

Copyright:

Available Formats

ICM Configuration: IP Contact Center Enterprise (IPCCE) v1.0

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ICM Configuration: IP Contact Center Enterprise (IPCCE) v1.0

Uploaded by

Copyright:

Available Formats

IP Contact Center Enterprise (IPCCE) v1.

The following must be configured using Configure ICM:

Call Manager Network VRU JTAPI Call Control Group #1

Open Services Control and Start All Services

IPIVR is defined as Type 2

Interrupt IPIVR Script when

Enterprise Name used by the

Name defined on the IPIVR ICM

Post Routing will make this

Enable post routing

The Advanced tab defines the Network VRU (Previously configured)

Record the information after saving the record

Peripheral number must match

Create a generic Service on the IPIVR

A Peripheral Target and

Configure the Peripheral and Routing Client tabs

Record the information after saving the record

This information will be required

Configure a Network Trunk

Be sure CallManager is the

Add the PreSales Skill Group

Add Skill Groups to your configuration

Be sure to choose the CallManager Peripheral

Add Routes to your targets

Add a PostSales Skill Group

Add an Agent as shown. Be sure to set the

When opening Agent Explorer, the

Add Agents to the appropriate

Add an Agent to the IPCC Team

Add Supervisor to the IPCC Team

You might also like