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IPCCE

Lab Guide Volume 1


Version 1.0

Student Lab Guide

IPCCE

Lab Guide Volume 1


Overview
This guide presents the instructions and other information concerning the lab activities for this
course.

Outline
This guide includes these activities:

LAB Module 3: Configure CallManager for IPCC

1. Adding an IP Phone
2. Adding a User
3. Adding Additional IP Phones
4. Configure a Route Point
LAB Module 5: Create a CRS Script
1. Create the CollectDigits.aef Script
LAB Module 6: Configure IPIVR for IPCC
1. Initial Setup Configuration
2. Provisioning the JTAPI Provider
3. JTAPI Call Control Group Configuration
4. Verifying the CTI Port Associations
5. Cisco Media Termination Dialog Group Configuration
6. Uploading Prompts to Repository
7. Uploading Scripts to Repository
8. Creating an Application
9. Configuring the ICM Subsystem

LAB Module 7: ICM Configuration

1. Configure Network VRU


2. Configure Network VRU Script
3. Configure Peripheral Gateway PG1A
4. Configure IPIVR Network Trunk Group and Trunk Group
5. Configure a Generic Service for Translation Routes
6. Configure Agent Desk Setting
7. Configure Peripheral Gateway PG2A
8. Configure CM Network Trunk Group and Trunk Group
9. Configure Skill Group for PreSales
10. Configure Additional Skill Group for PostSales
11. Configure an Agent
12. Configure an Additional Agent
13. Creating a Supervisor
14. Creating an Agent Team
15. Configure a Device Target and Label
16. Configure Additional Device Target and Label
17. Configure a Call Type
18. Configure a Dialed Number
19. Mapping the Dialed Number to a Call Type

LAB Module 8: ICM Component Installation

1. Installing Peripheral Gateway PG1A (IPIVR)


2. Starting Peripheral Gateway PG1A
3. Install the Cisco JTAPI Plug in
4. Installing Peripheral Gateway PG2A (CM)
5. Installing CTI Gateway CG2A (CTI Server)
6. Starting the Processes

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

LAB Module 9: CTIOS and CTIOS Desktop

1. Installing CTI Object Server (CTI OS)


2. Installing Cisco CTIOS Softphone
3. Login to CTIOS Supervisor and Agent Desktop

LAB Module 10: Translation Route Wizard

4. Translation Route Wizard

LAB Module 11: ICM Script and Call Tracer

1. Create the ICM Translation-Routing Script named TransRoute


2. Testing the TransRoute Script using Call Tracer
3. Testing the TransRoute Script using phones

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

ICM Information

Dialed Number SVC# Service

321

SG# SkillGroup

CED Agent

501

PreSales.SG

601

PostSales.SG 2

Orville Wright
Patty Wagstaff

TransRoute.SVC

Translation Route Information

Dialed Number DNIS Pool SVC# Service


7000 (CM_rc)

Route

7001

321

TransRoute.SVC IPCC_TransRoute.1

7002

321

TransRoute.SVC IPCC_TransRoute.2

7003

321

TransRoute.SVC IPCC_TransRoute.3

CCMIPIVR Information

Route Point Trigger Prompt

Application

Script

7000 (CM)
CollectDigits.wav

CollectDigits.aef
BasicQ.aef

7001

TransRoute

7002

TransRoute

7003

TransRoute

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Lab 3: Configure CallManager for IPCC


Complete this lab activity to practice what you learned in the related module.

Activity Objective
In this activity, the student will be configuring the Cisco IP Phones we will be using in these
labs. You will also be configuring accounts for JTAPI Users, Agent, and Supervisor. After
completing this activity, you will be able to meet these objectives:

Add Cisco IP Phones for Labs

Add user accounts for JTAPI Users, Agent, and Supervisor

Add a CTI Route Point

Required Resources
These are the resources and equipment that are required to complete this activity:

The CCMIPIVR VM powered up and pre-loaded with Cisco Call Manager and IPIVR
loaded co-resident. The CCM and IPIVR are installed and licensed with only the JTAPI
user admin configured as an administrator for the IPIVR.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

Command List
The table describes the commands that are used in this activity.
Tools
Tool

Description

CCMAdmin

Used to add, delete, or modify CallManager configurations

Job Aids
These job aids are available to help you complete the lab activity.

IP Contact Center Enterprise Student Guide Volume 1

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 1: Adding an IP Phone


The student will configure a Cisco 7960 IP Phone to be used for these labs.

Activity Procedure
Complete these steps:

Note

Step 1

Open your Internet Explorer browser. In the address line enter:


https://<CallManager hostname or IP Address>/ccmadmin

Step 2

At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.

Step 3

From the Cisco CallManager Administration screen choose Device > Add
a New Device.

Step 4

From the Add a New Device screen, choose Phone from the Device Type
drop down list. Click Next.

Step 5

From the Add a New Phone screen, choose 7960 from the Phone Type drop
down list. Click Next.

Step 6

From the Phone Configuration screen, you will need to enter the MAC
Address from the IP Phone.

Step 7

Go to one of the 7960 IP Phones. Press the settings button, and then press the
number 3. This will take you to the Network Configuration screen.
Option 3 is the MAC address. You will need this for the next step.

Step 8

Return to the CallManager Phone Configuration screen, complete the


following:

Enter the MAC Address you retrieved from the phone from the previous step into
the MAC Address field.

Enter 9501 in the Description field.

Choose Default from the Device Pool dropdown list.

Choose Standard 7960 from the Phone Button Template dropdown list.

Click Insert.

Step 9

You will see The phone has been inserted Dialog box. Click OK.

Step 10

You will now see the Directory Number Configuration screen. Complete
the following enter 9501 in the Directory Number field. Leave the Multiple
Call/Call Waiting Settings at the default settings. Click the Add button.

Call Waiting is enabled by default in normal operation. Call Waiting should normally be
disabled on agent phones. When using the Cisco Outbound Option, Call Waiting would need
to be re-enabled for the outbound agents. In an upcoming lab exercise, you will be setting
up the Outbound Option; therefore you will leave the Call Waiting settings as default, which
is enabled.
Step 11

You will be presented with The directory number has been assigned to
dialog box. Click OK.

Step 12

Observe the phone; look to see if the directory number appears in the upper
right corner of the LCD display.

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Lab Guide Volume 1

Step 13

If not, from the CallManager Phone Configuration screen, click the Reset
Phone button.

Step 14

At the Reset Device screen, click on the Reset button to reset the device, and
then click OK at the Device reset initiated dialog box.

Step 15

You will see the IP phone LCD display go blank then reload. Now the
directory number should be displayed.

Activity Verification
You have completed this task when you attain these results:

The 7960 Phone has registered with CallManager, and displays the directory number as
9501 for Line 1.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 2: Adding a User


The student will add a JTAPI User account to the CallManager. We will associate the IP
Phones with this CallManager JTAPI User account.

Activity Procedure
Complete these steps:
Step 1

Open your Internet Explorer browser. In the address line enter:


https://<CallManager hostname or IP Address>/ccmadmin

Step 2

At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.

Step 3

From the Cisco CallManager Administration screen choose User > Global
Directory.

Step 4

Click on the Search button. A list of users appears.

Note

The User ID admin has been created as the IPIVR administrator user. This was done before
the start of this class to install the IPIVR license.
Step 5

Click the link to Add a new User.

Step 6

From the User Configuration screen, complete the following field entries:

First Name:

cmpg

Last Name:

user

User ID:

cmpguser

Password:

training

PIN :

12345

Enable CTI Application Use: checked

Step 7

Click Insert. Then click Device Association.

Step 8

From the Device Association screen, click the Select Devices button.

Step 9

At the You have entered a filter dialog box, click OK. You will now
see a list of all available devices.

Step 10

Check the box next to the phone 9501, and check the radio button for No
Primary Extension. Then click the Update button.

Step 11

At the You are about to perform dialog box, click OK. You will be
returned to the User Configuration screen where you will now see the MAC
address of the 9501 phone in the Controlled Devices field.

Activity Verification
You have completed this task when you attain these results:

The cmpguser is in the user list with CTI Enabled, and the MAC address of 9501 phone as
a controlled device.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

Task 3: Adding additional IP Phones


The student will configure two additional Cisco 7960 IP Phones to be used for these labs.

Activity Procedure
Complete these steps:
Step 1
Note

Repeat the previous steps to add the two additional 7960 IP Phones.

You can use the Copy button to duplicate the phone type and settings of an existing phone.
This way you only have to enter the new MAC Address, and a new Directory Number.
Step 2

For Phone #2, use the Directory number 9502.

Step 3

For Phone #3, use the Directory number 9503.

Step 4

Using Device Association from the User Configuration screen, associate the
new phone entry for 9502 to the cmpguser account. (Do not associate 9503
with a user).

Activity Verification
You have completed this task when you attain these results:

10

The 7960 Phones have registered with CallManager, and the phone displays have the
directory number as 9502 for Line 1 on the second 7960, and 9503 for Line 1 on the third
7960. The phones for 9501 and 9502 now show as controlled devices for the cmpguser.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 4: Adding a CTI Route Point


The student will configure a CTI Route Point to be used for these labs.

Activity Procedure
Complete these steps:
Step 1

Open your Internet Explorer browser. In the address line enter:


https://<CallManager hostname or IP Address>/ccmadmin

Step 2

At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.

Step 3

From the Cisco CallManager Administration screen choose Device > CTI
Route Point.

Step 4

Click the link to Add a New CTI Route Point.

Step 5

At the CTI Route Point Configuration screen, enter the Device Name as
RP_7000, Add a description DN for ICM TransRoute, and select the
Device Pool as Default using the drop down list.

Step 6

Click the Insert button.

Step 7

At the dialog box stating The CTI Route Point has been inserted. Click
the OK button.

Step 8

At the Directory Number Configuration screen, enter the Directory


Number as 7000. Then click the Add button.

Step 9

At the dialog box stating The directory number has been assigned, click
the OK button.

Step 10

Click the button to Reset Devices, then at the dialog box stating you are
about to reset 1 device click OK. Click OK at the next dialog box also..

Step 11

Click the link to Back to Find/List CTI Route Point.

Step 12

The RP_7000 Route Point is not registered yet.

Step 13

From the Cisco CallManager Administration screen choose User > Global
Directory.

Step 14

At the User Information screen, click the Search button. Then click on the
cmpguser.

Step 15

At the User Configuiration screen, click on the link for Device Association.

Step 16

At the Device Association screen, click on the button for Select Devices. A
list of devices appears.

Step 17

Check the box for RP_7000, and select No Primary Extension. Click the
Update button and click OK at the update dialog box.

Step 18

The RP_7000 CTI Route Point is now in Controlled Devices for cmpguser.

Activity Verification
You have completed this task when you attain these results:

The RP_7000 CTI Route Point has been created and associated with cmpguser.

Copyright 2006, Cisco Systems, Inc.

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IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Lab 5: Create a CRS Script


Complete this lab activity to practice what you learned in the related module.

Activity Objective
In this activity, the student will use the Cisco CRS Editor to create a simple IPIVR script that
will be used to collect digits from the caller, and send those digits to ICM as a Post-Route
Request After completing this activity; you will be able to meet these objectives:

Create the CollectDigits.aef script for the IPIVR

Required Resources
These are the resources and equipment that are required to complete this activity:

The CCMIPIVR VM powered up and running.

Completion of previous labs.

Cisco CRS Editor

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Command List
The table describes the commands that are used in this activity.
Tools
Tool

Description

APPAdmin

Used to add, delete, or modify IPIVR configurations

Cisco CRS Editor

A visual programming environment for creating telephony


and multimedia application scripts.

Job Aids
These job aids are available to help you complete the lab activity.

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IP Contact Center Enterprise Student Guide Volume 1

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 1: Create the CollectDigits.aef script


The student will be creating the CollectDigits.aef script using CRS Editor.

Activity Procedure
Complete these steps:
Step 1

On the CCMIPIVR VM, select START> Programs> Cisco CRS


Administrator> Cisco CRS Editor and click to open.

Step 2

At the Authentication screen, complete the following field entries:

User Identification

admin

Password:

training

CRS Server:

10.10.10.31

Step 3

Click the Log On button.

Step 4

The Cisco Customer Response Solutions Editor opens.

Step 5

From the menu, select Settings> Options. Click the Synchronize License
button. (This will synchronize your pallet options with the installed license).

Step 6

From the menu select File> New. A new Script1.aef will open in the design
window with only a Start step.

Step 7

Create a new variable called collectedDigits by clicking the New Variable


icon in the Variable window. For the Type, use the dropdown list to select
String. For the Name, enter in collectedDigits. The Value auto populates
with (double quotes or null value). Click the OK button to add the new
configured variable.

Step 8

Add an Accept step after the Start step by dragging the accept icon from the
Contact folder to the Design window and dropping it below the Start step.

Step 9

Add a Get Digit String step after the Accept step by dragging the Get Digit
String icon from the Media folder to the Design window and dropping it
below the Accept step.

Step 10

Add an End step after the Get Digit String step by dragging the End icon
from General folder to the Design window and dropping it below the Get
Digit String step.

Step 11

Go to the Get Digit String step. Right-click and select Properties to


configure the properties for this node

Step 12

At the General tab. The Contact will be Triggering Contact. Leave Yes
selected for Interruptable. For the Result Digit String, use the drop down
list to select the collectedDigits variable you created in a previous step above.

Step 13

At the Prompt tab, enter the Prompt as P[CollectDigits]. Leave Barge In


and Continue On Prompt Error selected as Yes.

Step 14

At the Input tab, leave the default settings. Initial Timeout = 5, Interdigit
Timeout = 3, Maximum Retries = 3, Flush Input Buffer = NO, Clear
Input Buffer On Retry = Yes.

Step 15

At the Filter tab, Set the Input Length = 1. Set the Terminating Digit = #,
and the Cancel Digit = *. Click the OK to close the Get Digit String
Properties

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Lab Guide Volume 1

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Step 16

Expand the script steps by right-clicking the script palette and select Expand
All.

Step 17

Add a Set Enterprise Call Info step to the Successful leg of the Get Digit
String step by dragging the Set Enterprise Call Info icon from Call Contact
folder to the Design window and dropping it below the Successful branch of
the Get Digit String step.

Step 18

Go to the Set Enterprise Call Info step. Right-click and select Properties to
configure the properties for this node.

Step 19

At the General tab. The Contact will be Triggering Contact. Click the
Add button. For the Value field, use the drop down list to select the
collectedDigits variable you created in a previous step above. For the Name
field, use the drop down list to select Call.CallerEnteredDigits. Leave the
Token field set to default = All. Click OK to close the Add Field entry
window. Click OK again to close the properties for the Set Enterprise Call
Info step.

Step 20

Add an Annotate step to the to the Timeout leg of the Get Digit String step
by dragging the Annotate icon from General folder to the Design window
and dropping it below the Timeout branch of the Get Digit String step.

Step 21

Go to the Annotate step. Right-click and select Properties to configure the


properties for this node.

Step 22

Enter in your comments for this step. Enter the text as CED will be empty,
let ICM handle.

Step 23

Copy the Annotate step from the Timeout branch of the Get Digit String,
and paste it to the Unsuccessful branch.

Step 24

From the menu, select Tools> Validate. Your script should be valid. If not,
correct it until it is valid.

Step 25

From the menu Select File> Save As. Save the script as CollectDigits.aef in
a location you can easily locate. (Save to the desktop).

Activity Verification
You have completed this task when you attain these results:

16

The CollectDigits.aef script has been completed, validated, and saved to the desktop.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Lab 6: Configure IPIVR for IPCC


Complete this lab activity to practice what you learned in the related module.

Activity Objective
An IPIVR administrator JTAPI user account has already been created as admin on the
CallManager. This was necessary when the IPIVR was licensed.
In this activity, the student will login to the IPIVR with this admin account and run the initial
Setup. The student will then create an ICM Post-Route application to collect caller-entered
digits and to configure the IPIVRs ICM subsystem to communicate with the ICM. After
completing this activity, you will be able to meet these objectives:

Configure the Initial Setup of the IPIVR

Create the ipivruser JTAPI account for IPIVR associations

Create an Application

Configure the ICM Subsystem

Required Resources
These are the resources and equipment that are required to complete this activity:

The CCMIPIVR VM powered up and running

Completion of previous labs.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Command List
The table describes the commands that are used in this activity.
Tools
Tool

Description

APPAdmin

Used to add, delete, or modify IPIVRconfigurations

CCMAdmin

Used to add, delete, or modify CallManager configurations

JTAPI Configuration

Used to enter the location of your JTAPI provider, User ID


and, and password.

JTapi Call Control Group


Configuration

Used to display, add, delete, or modify information about


the call control group

Cisco Media Termination


Dialog Group Configuration

Used to display, add, delete, or modify information about


the Cisco Media Termination Dialog Group

Subsystem> ICM

Used to configure general ICM information for connectivity


and ICM VRU scripts.

Job Aids
These job aids are available to help you complete the lab activity.

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IP Contact Center Enterprise Student Guide Volume 1

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 1: Initial Setup Configuration


The student will use the admin account to run the initial setup to configure the IPIVR.
Note

Before starting this class, your Instructor created the JTAPI user named admin on
CallManager and logged on to IPIVR as Administrator with password ciscocisco to
license the IPIVR. Included in that process was adding the admin user to the Administrator
group in the IPIVR.

Activity Procedure
Complete these steps:
Step 1

Open your Internet Explorer browser. In the address line enter:


https://<IPIVR hostname or IP Address>/appadmin.

Step 2

At the Authentication screen, enter the User Identification as: admin and the
Password as: training. Click the Log On button.

Step 3

At the Cisco CRS Administrator Setup screen, click Setup.

Step 4

At the Component Activation screen, check the boxes for all components
listed, except for Agent Datastore and then click Next.

Step 5

A dialog box appears warning you After Engine has been activated
Click OK.

Step 6

At the Publisher Activation screen, from the dropdown list next to each
Datastore, choose the host name of the publisher database server to set for
that Datastore. The CRS Agent Datastore was not selected to be activated, so
it will remain as None. When all have been set, click the Activate Publisher
button.

Step 7

The Server Setup screen appears displaying the results of the component
activation.

Step 8

The server setup is complete for this node and the Cisco CRS Administration
menus are now available. Now you can continue using Cisco CRS
Administration or exit your web browser.

Activity Verification
You have completed this task when you attain these results:

All components selected in server setup now display Activated in the Server Setup screen.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 2: Provisioning the JTAPI Provider


The student will be configuring the JTAPI Provider for the IPIVR.

Activity Procedure
Complete these steps:
Step 1
Note

From the CRS Administration menu, select Subsystems> JTAPI.

The JTAPI Call Control Group area automatically opens in the JTAPI Configuration web
page when you first choose the JTAPI menu option from the Subsystems menu when the
JTAPI Provider is configured. If the JTAPI Provider is not configured, The JTAPI Provider
configuration page displays
Step 2

At the JTAPI Configuration screen, complete the following field entries:

JTAPI Provider
CCMIPIVR or 10.10.10.31
of Cisco CallManager CTI Manager.)

User Prefix
ipivruser
be suffixed with: _<nodeID>.

(User ID to be created in CallManager, will

Password

(Confirm Password)

training

(Host name or IP address

Step 3

Click Update.

Step 4

The CCMLogin Web Page Dialog window opens prompting you for the
CallManager administrator login. Enter User ID = student and Password =
training. Then click the Log On button,

Step 5

A dialog box should open informing you JTAPI Subsystem configured


successfully!.... Click OK.

Step 6

From the CRS Administration menu bar select System> Control Center.

Step 7

At the Control Center screen, Click on the CCMIPIVR server name.

Step 8

Select the radio button next to CRS Engine, and then click the Restart
button. The CRS Engine will remain in Partial Service due to other
subsystems not being in service

Step 9

Open your Internet Explorer browser. In the address line enter:


https://<CallManager hostname or IP Address>/ccmadmin

Step 10

At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.

Step 11

From the Cisco CallManager Administration screen choose User > Global
Directory.

Step 12

Click on the Search button. A list of users appears. The user ipivruser_1 is
the JTAPI provider you just configured in the IPIVR.

Activity Verification
You have completed this task when you attain these results:

20

The user ipivruser_1 should appear in the CallManager User Information list (the _1 suffix
was added to the user when it was create in CRS node 1.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 3: JTAPI Call Control Group Configuration


The student will be configuring a JTAPI Call Control Group, Directory Numbers (CTI Ports)
and a Trigger (CTI Route Point)

Activity Procedure
Complete these steps:
Step 1

Open your Internet Explorer browser. In the address line enter:


https://<IPIVR hostname or IP Address>/appadmin

Step 2

At the Authentication screen, enter the User Identification as: admin and the
Password as: training. Click the Log On button

Step 3

From the CRS Administration menu bar select Subsystems> JTAPI

Step 4

At the JTAPI Call Control Group Configuration screen, click the


hyperlink Add a New JTAPI Call Control Group.

Step 5

From the JTAPI Call Control Group Configuration screen, complete the
following field entries:

Group ID:

Description:

(auto populates) JTAPI Group #1

Number Of CTI Ports:

Starting Directory Number:

8101

Device Name Prefix:

CTIpt

Step 6

Click the Add button.

Step 7

You are returned to the JTAPI Call Control Group Configuration screen.

Activity Verification
You have completed this task when you attain these results:

Displayed on the JTAPI Call Control Group Configuration screen will be JTAPI Group #1
with 5 CTI Ports.

In the Control Center, the JTAPI Subsystem is In Service.

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Lab Guide Volume 1

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Task 4: Verifying the CTI Port Associations


The student will be configuring a JTAPI Call Control Group, with 5 Directory Numbers (CTI
Ports)

Activity Procedure
Complete these steps:
Step 1

Open your Internet Explorer browser. In the address line enter:


https://<CallManager hostname or IP Address>/ccmadmin

Step 2

At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.

Step 3

From the Cisco CallManager Administration screen choose Device >


Phone.

Step 4

From the Find and List Phones screen click the Find button.

Step 5

A list of IP Phones and CTI ports will be displayed. The 9501,9502, and 9503
phones and five CTI ports (8101-8105) should be registered with the
CallManager

Step 6

From the Cisco CallManager Administration screen choose User > Global
Directory.

Step 7

Click on the Search button. A list of users appears

Step 8

Click on the ipivruser_1. When the User Configuration opens, scroll down to
Controlled Devices. You should see 5 CTI ports (8101-8105) displayed as
devices controlled by the ipivruser_1.

Note

The 5 CTI Ports (8101-8105) were auto configured and registered in the CallManager and
automatically associated with the ipivruser_1 (JTAPI Provider for CRS).

Activity Verification
You have completed this task when you attain these results:

22

The 5 CTI Ports (8101-8105) are registered to the CMIPIVR CallManager and listed as
devices controlled by the JTAPI user ipivruser_1.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 5: Cisco Media Termination Dialog Group Configuration


The student will be configuring a Cisco Media Termination Dialog Group.

Activity Procedure
Complete these steps:
Step 1

Open your Internet Explorer browser. In the address line enter:


https://<IPIVR hostname or IP Address>/appadmin

Step 2

At the Authentication screen, enter the User Identification as: admin and the
Password as: training. Click the Log On button

Step 3

From the CRS Administration menu bar select Subsystems> Cisco Media

Step 4

At the Cisco Media Termination Dialog Group Configuration screen,


click the hyperlink Add a New CMT Dialog ControlGroup.

Step 5

From the Cisco Media Termination Dialog Group Configuration screen,


complete the following field entries:

Group ID:

Description:

(auto populates) Cisco Media Group #1

Maximum Number of Channels:

10

Step 6

Click the Add button.

Step 7

You are returned to the Cisco Media Termination Dialog Group


Configuration screen.

Activity Verification
You have completed this task when you attain these results:

Displayed on the Cisco Media Termination Dialog Group Configuration screen will be
Cisco Media Group #1 with 10 Channels

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Lab Guide Volume 1

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Task 6: Uploading Prompts to the Repository


The student will be uploading the CollectDigits.wav prompt into the CRS Repository.

Activity Procedure
Complete these steps:
Step 1

On the CCMIPIVR VM open the browser for Application Administration

Step 2

In CRS Administration, go to Applications> Prompt Management.

Step 3

In Prompt Management, select the link for the specific language (such as
En_US, etc.).

Step 4

Select the link for Upload New Prompts.

Step 5

Browse to the location of the prompt you wish to upload (your desktop).
Locate the prompt (CollectDigits.wav) and click the Open button. Then click
the Upload button. The prompt will be uploaded to the repository.

Step 6

Click the link to Return to Prompt Management. The uploaded prompt will
be displayed in Prompt Management.

Activity Verification
You have completed this task when you attain these results:

24

The CollectDigits.wav prompt is displayed in Prompt Management under default language


directory.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 7: Uploading Scripts to the Repository


The student will be uploading the CollectDigits.aef and BasicQ.aef scripts into the CRS
Repository.

Activity Procedure
Complete these steps:
Step 1

Go to CCMIPIVR and open the browser for Application Administration

Step 2

In CRS Administration, go to Applications> Script Management.

Step 3

In Script Management, select the link to Upload New Scripts.

Step 4

Browse to the location you saved the CollectDigits.aef script (the desktop).
Select the script and click the Open button. Then click the Upload button

Step 5

When the upload is successful, click the link for Do you want to refresh the
Script?...Click Yes to refresh both script and applications.

Step 6

Repeat this process to upload the BasicQ.aef also located on your desktop.

Activity Verification
You have completed this task when you attain these results:

The CollectDigits.aef, and the BasicQ.aef script have been uploaded to the Repository.
They will now be displayed under Script Management.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 8: Creating an Application


The student will be creating a Cisco ICM Translation-Routing application to have the
CallManager translation route the call to the IPIVR, have the IPIVRcollect digits from the
caller, and pass those variables to the ICM for call routing decisions.

Activity Procedure
Complete these steps:
Step 1

From the CRS Administration menu bar, select Applications> Application


Management.

Step 2

At the Application Configuration screen, click the hyperlink Add a New


Application.

Step 3

From the Add a New Application screen, use the drop down list to select the
Application Type as Cisco ICM Translation-Routing.

Step 4

From the Cisco ICM Translation-Routing screen, complete the following


field entries:

Name::

TransRoute

Description:

(auto populates) TransRoute

ID:

7000

Maximum Number of Sessions:

Enabled:

Selected

Default Script:

-System Default-

Step 5

Click the Add button. A dialog box opens stating The operation has been
executed successfully. Click OK.

Step 6

After you have added the TransRoute Application, click on the Add new
Trigger.

Step 7

From the Add a New Trigger screen, use the drop down list to select the
Trigger Type as JTAPI.

Step 8

From the JTAPI Trigger Configuration screen, complete the following


entries:

Directory Number:

7001

Language:

English (United States) (en_US)

Maximum Number of Sessions:

Enabled:

Selected

Call Control Group:

JTAPI Group #(1) (use drop down)

Primary Dialog Group

Cisco Media Group #(1) (use drop down)

Device Name:

RP_7001

Description:

Trigger for TransRoute Application

Step 9

26

Click the Add button. The trigger is added and you are returned to the Cisco
ICM Translation-Routing screen.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Step 10

Repeat this process to enter two additional Triggers for 7002 and 7003. These
triggers will be used as the temporary DNIS pool for the Translation Route in
the IPCC.

Activity Verification
You have completed this task when you attain these results.

The JTAPI Triggers 7001, 7002, and 7003 are listed as the triggers for the TransRoute
Application.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 9: Configuring the ICM Subsystem


The student will be configuring the IPIVR to connect to the ICM and configure ICM VRU
Scripts to use IPIVR (VRU) scripts. The ICM Run External Script node is used to call up these
scripts.

Activity Procedure
Complete these steps:
Step 1

From the CRS Administration menu bar, select Subsystems> ICM.

Step 2

At the ICM Configuration screen, for VRU Connection Port enter in 9999.
For Service Control check the radio button for Yes. Then click the Update
button.

Step 3

Click on ICM VRU Scripts.

Step 4

Click on the link for Add a new VRU Script.

Step 5

At the ICM Configuration screen, for VRU Script Name enter


CollectDigits. For Script, use the drop down list to select CollectDigits.aef.
(The script you completed in a previous task).Then click on the Add button.

Step 6

Click on the link for Add a new VRU Script.

Step 7

At the ICM Configuration screen, for VRU Script Name enter BasicQ. For
Script, use the drop down list to select BasicQ.aef. (This script is a default
system script). Then click on the Add button.

Activity Verification
You have completed this task when you attain these results:

28

The VRU Connection Port is configured for port 9999, Service Control and two VRU
script are displayed as CollectDigits and BasicQ.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Lab 7: ICM Configuration


Complete this lab activity to practice what you learned in the related module.

Activity Objective
In this activity, the student will configure objects in the ICM for the contact center. After
completing this activity, you will be able to meet these objectives:

Network VRU

Network VRU Script

IPIVR PG

Network Trunk Group and Trunk Group for IPIVR

Service (TransRoute)

Agent Desk Settings

CallManager PG

Network Trunk Group and Trunk Group for CallManager

Skill Groups and Routes

Agents

Device Targets and Labels

Call Type
Dialed Numbers

Required Resources
These are the resources and equipment that are required to complete this activity:

The IPCCE VM Sprawler powered up and running.

The CCMIPIVR VM powered up and running.

Completion of previous labs

Command List
The table describes the commands that are used in this activity.
Tools
Tool

Description

Network VRU Explorer

Used to view, edit, or define network VRUs, labels, and


their associations.

Network VRU Script List

Used to list network VRU scripts currently defined, define


new ones and to view, edit or delete the records of existing
ones.

Agent Desk Settings List

Used to list Agent Desk Settings currently defined in the


ICM database for enterprise or IPCC agents, define new
ones and to view, edit or delete the records of existing
ones.

PG Explorer

Used to view (and define, edit, or delete if you have


maintenance access) PGs, peripherals, and their
relationships.

Network Trunk Group


Explorer

Used to view (and define, edit, or delete if you have


maintenance access) network trunk groups, trunk groups,
trunks, and their relationships.

Service Explorer

Used to view (and define, edit, or delete if you have


maintenance privileges) services, routes, peripheral
targets, labels, and their relationships.

Skill Group Explorer

Used to view (and define, edit, or delete if you have


maintenance privileges) skill groups, routes, peripheral
targets, labels, and their relationships.

Agent Explorer

Used to view (and define, edit, or delete if you have


maintenance privileges) agents, routes, peripheral targets,
labels, and their relationships.

ICM Setup

Used to view, edit , or define ICM Instance Components

Registry Editor

Used to view, edit, or define Registry entries

Job Aids
These job aids are available to help you complete the lab activity.

30

IP Contact Center Enterprise Student Guide Volume 1

ICM Release 7.0 Installation Media

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 1: Configure Network VRU


The student will be configuring the IPIVR as a network VRU.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Configure ICM> Targets>


Network VRU> and double click to open the Network VRU Explorer.

Step 2

Click the (1) Add Network VRU button.

Step 3

Enter the Name as IPIVR.

Step 4

Select the Type as Type 2.

Note

Type 2: A VRU at the customer premises. Use a Translation Route to VRU script node to
direct the routing client to send the call to the VRU. You can then queue the call and/or run
VRU scripts
Step 5

Enter in a description if desired. Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

The Network VRU is defined as the IPIVR and Type 2.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 2: Configure Network VRU Scripts


The student will be configuring the network VRU scripts that ICM will direct the IPIVR
(Network VRU) to run when certain conditions arise.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Configure ICM> Targets>


Network VRU Script> and double click to open the Network VRU Script
List.

Step 2

Click the Add button and complete the following field entries:

Name::

BasicQ

Network VRU

IPIVR (use drop down list)

VRU script name

BasicQ

Interruptible:

checked

Step 3

Enter in a description if desired. Click Save.

Step 4

Click the Add button and complete the following field entries:

Name::

CollectDigits

Network VRU

IPIVR (use drop down list)

VRU script name

CollectDigits

Interruptible:

not checked

Step 5

Enter in a description if desired. Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

32

The Network VRU scripts with ICM Enterprise name of CollectDigits and BasicQ have
been created to inform the IPIVR to run the VRU scripts for CollectDigits and BasicQ.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 3: Configuring Peripheral Gateway PG1A


The student will be configuring a VRU PG to be used with the IPIVR as the peripheral.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration >


Telephony Contact Center Configuration > Configure Peripheral
Gateway (PG) and Peripheral> and double click to open the PG Explorer.

Step 2

Click (1) Add PG button. Using the drop down list, choose the Client type as
VRU, and then populate the field for Name as IPIVR_PG.

Step 3

Click on the Peripheral icon in the left hand window underneath the
IPIVR_PG. Select the IPIVR_PG_1 and rename to IPIVR in both the Name
and Peripheral name fields.

Step 4

Check the box to Enable post routing.

Step 5

Select the tab for Routing client.

Step 6

Enter the Name as IPIVR_rc. For the Default media routing domain, select
Cisco_Voice, using the drop down list.

Step 7

Select the tab for Advanced. For Network VRU, select IPIVR using the drop
down list.

Step 8

Select the tab for Peripheral. Enter a location and description if desired, and
Save your entry.

Step 9

Write down the numbers for Logical Controller, Physical Interface


Controller, and Peripheral ID. You will need these for an upcoming Lab.
Close the PG explorer.
Logical Interface Controller ID

________

Physical Interface Controller ID

________

Peripheral ID

________

Activity Verification
You have completed this task when you attain these results:

Once saved, the Logical Controller ID should equal 5000, the Physical Controller ID
should equal 5000, and the Peripheral ID for IPIVR is 5000.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 4: Configure IPIVR Network Trunk Group and Trunk Group


The student will be configuring the Network Trunk Group and Trunk Group for the
IPIVRPeripheral. The Network Trunk Group is merely a placeholder in the ICM database for
the Trunk Group.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration > Telephony
Contact Center Configuration > Configure Network Trunk Group (NTG) &
Trunk Group (TG) > and double-click to open the Network Trunk Group
Explorer.

Step 2

Make sure you have selected the correct PG (IPIVR_PG) in the filter data.

Step 3

Click the (1) Add Network trunk group button. Enter a name for your NTG as
IPIVR_NTG1.

Step 4

Click the (2) Add Trunk group button. Select the Peripheral for IPIVR Enter the
peripheral number as 1, enter a name for the trunk group as TG1, then use the drop
down to select Use Trunk Data.

Step 5

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

34

After clicking on the Trunk group, the right side window will show the Network Trunk
Group, and Trunk Group properties.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 5: Configure Generic Service for the Translation Routes


The student will be configuring a Generic Service for the Translation Routes.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration>


Telephony Contact Center Configuration> Configure Services> and
double-click to open the Service Explorer.

Step 2

Click the (1) Add Service. Enter the Peripheral Number as 321, Peripheral
name as TransRoute.SVC, and give a description. The Name will auto
populate with the Peripheral and Peripheral name concatenated together to
give the enterprise name of IPIVR.TransRoute.SVC.

Step 3

Save your entry for the TransRoute.SVC.

Step 4

Click on the (2) Add Route button. Copy the enterprise Name of the Service
and paste in the Route Name field (IPIVR.TransRoute.SVC). Click Save.

Note

Though a Peripheral Target and Label are not necessary for Translation Routing to work, we
will add them here ONLY to get the Call Tracer to succeed.
Step 5

Click on the (3) Add Peripheral target button. Enter in the DNIS as 1111
and using the drop down list, select the Network trunk group as
IPIVR_NTG1.

Step 6

Click on the (4) Add Label button. Using the drop down list, select the
Routing client as IPIVR_rc. Enter the Label as 1111

Step 7

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

The IPIVR.TransRoute.SVC will display in the left side window.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 6: Configure Agent Desk Setting


The student will be configuring an Agent Desk Setting for enterprise or IPCC agent phones. At
least one Agent Desk setting is required be defined when using a device type
CallManager/SoftACD peripheral.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Tools> List Tools> Agent Desk
Settings List> and double click to open the Agent Desk Settings List.

Step 2

Click the Add button and enter the Name as IPCC. Leave the rest of the
entries at their default settings for this class.

Step 3

Enter in a description if desired. Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

36

The default Agent Desk Setting named IPCC has been configured.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 7: Configuring Peripheral Gateway PG2A


The student will be configuring a CallManager/SoftACD PG to be used with the CallManager
as the peripheral.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration >


Telephony Contact Center Configuration > Configure Peripheral
Gateway (PG) and Peripheral> and double click to open the PG Explorer.

Step 2

Click (1) Add PG button. Using the drop down list, choose the Client type as
CallManager/SoftACD, and then populate the field for Name as CM_PG.

Step 3

Click on the Peripheral icon in the left hand window underneath the CM_PG.
Select the CM_PG_1 and rename to CM in both the Name and Peripheral
name fields.

Step 4

For the Default desk settings, using the drop down list, select IPCC.

Note

Agent Desk Settings is not allowed to be None for a Peripheral with Client Type of
CallManager/SoftACD or IPCC System.
Step 5

Step 6

For CallManager/SoftACD Peripherals, the box to Enable post routing is


checked by default.
Select the tab for Routing client.

Step 7

Enter the Name as CM_rc. For the Default media routing domain, select
Cisco_Voice using the drop down list.

Step 8

Select the tab for Peripheral. Enter a location and description if desired, and
Save your entry.

Step 9

Write down the numbers for Logical Controller, Physical Interface


Controller, and Peripheral ID. You will need these for an upcoming Lab.
Close the PG explorer.
Logical Interface Controller ID

________

Physical Interface Controller ID

________

Peripheral ID

________

Activity Verification
You have completed this task when you attain these results:

Once saved, the Logical Controller ID should equal 5001, the Physical Controller ID
should equal 5001, and the Peripheral ID for CM is 5001.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 8: Configure CM Network Trunk Group and Trunk Group


The student will be configuring the Network Trunk Group and Trunk Group for the
CallManager Peripheral. The Network Trunk Group is merely a placeholder in the ICM
database for the Trunk Group.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration>


Telephony Contact Center Configuration> Configure Network Trunk
Group (NTG) & Trunk Group (TG)> and double-click to open the
Network Trunk Group Explorer.

Step 2

Make sure you have selected the correct PG (CM_PG) in the filter data.

Step 3

Click the (1) Add Network trunk group button. Enter a name for your NTG
as CM_NTG2.

Step 4

Click the (2) Add Trunk group button. Select the Peripheral for CM Enter
the peripheral number as 2, enter a name for the trunk group as TG2, then use
the drop down to select Use Trunk Data.

Step 5

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

38

After clicking on the Trunk group, the right side window will show the Network Trunk
Group, and Trunk Group properties.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 9: Configure Skill Group for PreSales


The student will configure a PreSales Skill Group for the CM peripheral.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration>


Telephony Contact Center Configuration> Configure Skill Groups (SG)>
and double-click to open the Skill Group Explorer.

Step 2

Click the (1) Add Skill group button. In the Skill Group tab, populate the
fields for Peripheral Number as 501, Peripheral name as PreSales.SG. The
Name will auto populate with the Peripheral, Media routing domain, and
Peripheral name concatenated together to give the enterprise name of
CM.Cisco_Voice.PreSales.SG. There is a 32-character limit for this field
and the last few characters may be cut off. We will re-name or condense the
media routing domain part of the enterprise name to CV. This will give us a
final enterprise name as CM.CV.PreSales.SG

Step 3

Click on the (2) Add Route button. Copy the enterprise Name of the Skill
Group and paste in the Route Name field (CM.CV.PreSales.SG). Click
Save, then Close.

Activity Verification
You have completed this task when you attain these results:

The CM.CV.PreSales.SG will display in the left side window.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 10: Configure Additional Skill Group for PostSales


The student will configure another Skill Group for the CM peripheral.

Activity Procedure
Complete these steps:
Step 1

Create another skill group for Post Sales using the following field entries:

Peripheral number:

601

Peripheral name:

PostSales.SG

Name:

CM.CV.PostSales.SG

Step 2

Add a Route using the following entries:

Name:

CM.CV.PostSales.SG

Activity Verification
You have completed this task when you attain these results:

40

Two Skill Groups are now displayed CM.CV.PostSales.SG, and CM.CV.PreSales.SG

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 11: Configure an Agent


The student will configure an Agent for the CM peripheral.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration >


Telephony Contact Center Configuration > Configure Agents and Add
Agents to Skill Groups> and double click to open the Agent Explorer.

Step 2

Click the (1) Add Agent button, and complete the following field entries:

First name:

Orville

Last name:

Wright

Login name:

OWright

Password:

training

AgentID (Peripheral number)

20

Step 3

Select the Skill group membership tab, and then click the Add button

Step 4

Select the CM.CV.PreSales.SG skill group, and then click the OK button.

Step 5

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

The Agent Orville Wright has been created with AgentID 20, and made a member of
CM.CV.PreSales.SG.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 12: Configure an additional Agent


The student will configure another Agent for the CM peripheral.

Activity Procedure
Complete these steps:
Step 1

Create another Agent, complete the following field entries:

First name:

Patty (or any other name)

Last name:

Wagstaff (or any other name)

Login name:

PWagstaff (or any other name)

Password:

training

AgentID (Peripheral number)

21

Step 2

For Skill group membership, add your second agent to the Post Sales skill
group.

Activity Verification
You have completed this task when you attain these results:

42

The Agent Patty Wagstaff (or any other name you used) has been created with AgentID 21
and made a member of CM.CV.PostSales.SG.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 13: Creating a Supervisor


The student will be assigning supervisory rights to an Agent.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Config ICM> Peripherals>


Agent > and double click to open the Agent Explorer.

Step 2

Select the agent CM.Orville_Wright

Step 3

Click the Supervisor tab.

Step 4

Check the box for Supervisor Agent.

Step 5

In the Supervisor login as user field, enter a name (OWright).

Step 6

In the Supervisor login password field, enter training.

Step 7

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

Orville Wright, Agent 20, is now an Agent with Supervisor privileges.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 14: Creating an Agent Team


The student will be creating an Agent Team.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Config ICM> Peripherals>


Agent Team> and double click to open the Agent Team List.

Step 2

Click the Add button.

Step 3

At the Attributes tab, enter the Name as Sales, and the select the Peripheral
as CM using the drop down list.

Step 4

Select the Members tab.

Step 5

Click the Add button, select the agent that is not defined as a supervisor, and
click OK. The agent has been added to the team.

Step 6

Select the Supervisors tab.

Step 7

Select the supervisor from the Primary supervisor drop down. You will now
see the supervisor CM.Orville_Wright is the Primary supervisor. (There
can only be one primary supervisor per team).

Step 8

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

44

Orville Wright, Agent 20, is now the Supervisor of the Sales Team with Agent 21 as a
member of that team.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 15: Configure a Device Target and Label


The student will configure a Device Target and label for the IP Phone instrument 9501.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Configure ICM> Targets>


Device Target> and double click to open the Device Target Explorer.

Step 2

Click the (1) Add Device Target button. From the Device Target tab,
complete the following field entries:

Name:

9501

Global address:

9501

Configuration parameters:

/devtype ciscophone /dn 9501

Step 3

Select the (2) Add Label button. From the Label tab, for the Routing client
select CM_rc using the drop down list, and for the Label, enter 9501

Step 4

Select the (2) Add Label button again. From the Label tab, for the Routing
client select IPIVR_rc using the drop down list, and for the Label, enter 9501

Step 5

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

The Device Target for 9501 has been created with a label as 9501 for both routing clients.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 16: Configure Additional Device Targets and Labels


The student will configure device targets and labels for the additional IP Phone instrument
9502.

Activity Procedure
Complete these steps:
Step 1

Add a device target for 9502, complete the following field entries:

Name:

9502

Global address:

9502

Configuration parameters:

/devtype ciscophone /dn 9502

Step 2

Add a label for this device target with the routing client as CM_rc and the
label as 9502.

Step 3

Add a label for this device target with the routing client as IPIVR_rc and the
label as 9502.

Step 4

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

46

The Device Target for 9502 has been created with a label as 9502 from both routing clients.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 17: Configure Call Type


The student will be configuring a Call type for the CallManager peripheral.

Activity Procedure
Step 1

In the Configuration Manager, expand the Step by Step Configuration>


Telephony Contact Center Configuration> Configure Call Type> and
double-click to open the Call Type List.

Step 2

Click the Add button. In the Name field, enter the enterprise name for this
new call type as Sales_CT.

Step 3

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

Sales_CT call type has been configured and will display in the left side window.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Task 18: Configure Dialed Number


The student will be configuring a Dialed Number.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration > Telephony
Contact Center Configuration>Configure Dialed Number (DN)> and double-click
to open the Dialed Number / Script Selector List.

Step 2

Click the Add button. In the Attributes tab, populate the fields for Routing Client
from the drop down as CM_rc, Dialed number string/Script selector as 7000, and add
a description. The Name will auto populate with the Routing client and Dialed
Number string concatenated together to give the enterprise name of CM_rc.7000.

Step 3

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

48

CM_rc.7000 will display in the left side window.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 19: Mapping the Dialed Number to a Call Type


The student will be associating the Dialed Number with a Call Type.

Activity Procedure
Complete these steps:
Step 1

In the Configuration Manager, expand the Step by Step Configuration >


Telephony Contact Center Configuration> Configure Dialed Number
(DN)> and double-click to open the Dialed Number / Script Selector List.

Step 2

Click the Dialed Number Mapping tab. Click the Add button. At the Dialed
Number Map Entry window, using the drop down select Sales_CT from the
list of available call types, and click OK.

Step 3

Click Save, then Close.

Activity Verification
You have completed this task when you attain these results:

The Dialed Number Mapping will display as All CLID, All CED, and Sales_CT call type.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Lab 8: ICM Component Installation


Complete this lab activity to practice what you learned in the related module.

Activity Objective
In this activity, the student will install the IPIVR PG1A, the JTAPI Plugin, the CM PG2A, and
the CTI server CG2A. After completing this activity, you will be able to meet these objectives:

Install PG1A for IPIVR

Install JTAPI Plugin

Install PG2A for CallManager

Install CTI Gateway CG2A (CTI Server)

Required Resources
These are the resources and equipment that are required to complete this activity:

The IPCCE VM Sprawler powered up and running.

ICM Release 7.0 Installation Media

Browser access to CCMIPIVR VM

Completion of previous labs

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 1

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Command List
The table describes the commands that are used in this activity.
Tools
Tool

Description

ICM Setup

Used to add or modify ICM Instance Components

CCMAdmin

Used to add, delete, or modify CallManager configurations

Job Aids
These job aids are available to help you complete the lab activity.

52

IP Contact Center Enterprise Student Guide Volume 1

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 1: Installing Peripheral Gateway PG1A


The student will be installing PG1A for the IPIVR.

Activity Procedure
Complete these steps:
Step 1

From the desktop shortcut, launch the ICM 7.0 Release Media Setup.

Step 2

Under Instance Components click the Add button, then select the
Peripheral Gateway button.

Step 3

At the Peripheral Gateway Properties screen, make sure the PG Node ID is


for PG1 and Side A is selected. Uncheck Auto start. For the Client Type
Selection, select VRU and click the Add button. Click Next.

Step 4

At the Peripheral Gateway Component Properties screen, enter in the


Logical Controller ID number from the entry you received from the
Configuration Manager in the exercise task when you configured PG1A.
(5000).

Step 5

For the VRU Reporting section, select Service Control, and check the box
for Queue Reporting.

Step 6

For the Peripheral Interface Managers section, click the Add button. Select
the Client Type as VRU and select Pim1 for the available PIM, then click
OK.

Step 7

At the VRU Configuration (PIM 1) screen, check the Enable box, , and
complete the following field entries:

Peripheral name:

IPIVR

Peripheral ID:

5000
(Your number from the configuration exercise)

VRU host name

CCMIPIVR (or IP address)

VRU connection port

9999

Step 8

Click the OK button. Then click the Next button.

Step 9

At the Device Management Protocol Properties screen, accept the default


No side preference and CallRouter is local, and then click Next.

Step 10

At the Peripheral Gateway Network Interfaces screen, delete the entries


for PG private B, PG private B high, and PG visible B (these would only
be completed for a duplexed PG.) Also, delete the entries for Router visible
B and Router visible B high (these would only be completed for a duplexed
Central Controller).

Step 11

Ensure that the correct entries are made for PG private A, PG private A high,
PG visible A, Router A and Router B visible and visible high interfaces. (For
classroom purposes, we are using an ICM SPRAWLER where the
components are installed on one server. In a production environment, they
would be installed across multiple servers). Click Next.

Step 12

At the Check Setup Information screen, verify your setup information. If all
is correct, click Next to continue.

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Step 13

At the Setup Complete screen, click Finish to complete Setup. Then click
Exit Setup.

Activity Verification
You have completed this task when you attain these results:

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PG1A shows up in the Instance components list, and in the Service Control list.

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Task 2: Starting Peripheral Gateway PG1A


The student will be starting the PG1A processes.

Activity Procedure
Complete these steps:
Step 1

Open the Service Control either from the desktop shortcut or from the ICM Admin
Workstation program group. Select the PG1A component and click the Start button.

Step 2

Examine the process ipcce-PG1A vrupim - pim1 [IPIVR ACTIVE]. The IPIVR
Pim should be ACTIVE.

Tip

If not, recheck your peripheral ID number in both your configuration and setup for PG1A.
Also, verify your VRU connection port.

Activity Verification
You have completed this task when you attain these results:

PGagent is InSvc and connected to one side router and Disc (disconnected) to the other.
The ipcce-PG1A vrupim - pim1 is Active.

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Task 3: Install the Cisco JTAPI Plugin


The student will be installing the JTAPI Plugin from the Cisco CallManager to the
CallManager PG (co-loaded on the IPCCE VM Sprawler)

Activity Procedure
Complete these steps:
Caution

Ensure that you are focused on the IPCCE VM (Sprawler). Access the CallManager Plugins
through a IE browser connection to the CallManager and install the JTAPI plugin on the
IPCCE VM.

Step 1

Open your Internet Explorer browser. In the address line enter:


https://<CallManager hostname or IP Address>/ccmadmin

Step 2

At the Security Alert screen, click OK.

Step 3

At the next Security Alert screen for the certificate, click Yes.

Step 4

At the Internet Explorer screen for blocked content, click the Add button.

Step 5

At the Trusted sites screen, click the Add button, then Close.

Step 6

At the Enter Network Password, enter the User Name as: student and the
Password as: training. Check the box to Remember my password, then
click OK.

Step 7

From the Cisco CallManager Administration screen choose Application>


Install Plugins.

Step 8

At the Install Plugins screen, scroll down and click the icon for the Cisco
JTAPI.

Step 9

At the File Download Security Warning screen, when prompted to run or


save this file, select the Run button.

Step 10

At the Choose Setup Language screen, select English (default setting).

Step 11

At the Welcome to the Installshield Wizard screen, click Next.

Step 12

At the JTAPI Destination screen, accept the default and click Next.

Step 13

At the Choose Destination Location screen, accept the default and click
Next.

Step 14

At the Maintenance Complete screen, click Finish.

Step 15

Close the IE Browser window.

Activity Verification
You have completed this task when you attain these results:

The Installshield Wizard has finished.

Task 4: Installing Peripheral Gateway PG2A


The student will be installing the PG2A for the CallManager.

Activity Procedure
Complete these steps:
Step 1

From the desktop shortcut, launch the ICM 7.0 Release Media Setup.

Step 2

Under Instance Components click the Add button, and then select the
Peripheral Gateway button.

Step 3

At the Peripheral Gateway Properties screen, make sure the PG Node ID is


for PG2 and Side A is selected. Uncheck Auto start. For the Client Type
Selection, select CallManager and click the Add button. Click Next.

Step 4

At the Peripheral Gateway Component Properties screen, enter in the


Logical Controller ID number from the entry you received from the
Configuration Manager in the exercise task when you configured PG2A.
(5001).

Step 5

For the Peripheral Interface Managers section, click the Add button. Select
the Client Type as CallManager and select Pim1 for the available PIM, then
click OK.

Step 6

At the CallManager Configuration (PIM 1) screen, check the Enable box, ,


and complete the following field entries:

Peripheral name:

CM

Peripheral ID:

5001
(Your number from the configuration exercise)

Agent extension length:

Service:

10.10.10.31

Caution

If using the host name here, you must have an entry in the host file.

User Id:

cmpguser (JTAPI user on CallManager)

User password:

training

Step 7

Click the OK button. Then click the Next button.

Step 8

At the Device Management Protocol Properties screen, accept the default


No side preference and CallRouter is local, and then click Next.

Step 9

At the Peripheral Gateway Network Interfaces screen, delete the entries


for PG private B, PG private B high, and PG visible B (these would only
be completed for a duplexed PG.) Also, delete the entries for Router visible
B and Router visible B high (these would only be completed for a duplexed
Central Controller).

Step 10

Ensure that the correct entries are made for PG private A, PG private A high,
PG visible A, Router A and Router B visible and visible high interfaces.
Click Next.

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Note

For classroom purposes, we are using an ICM SPRAWLER where the components are
installed on one server. In a production environment, they would be installed across multiple
servers.
Step 11

At the Check Setup Information screen, verify your setup information. If all
is correct, click Next to continue.

Step 12

At the Restart Windows screen, select Yes, and click OK to complete Setup
and restart this IPCCE VM.

Step 13

When the IPCCE VM has re-booted, log back in.

Activity Verification
You have completed this task when you attain these results:

58

PG2A shows up in the Instance components list, and in the Service Control list.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 5: Installing CTI Server CG2A


The student will be installing the CTI Server (CG2A). The CTI Server is a necessary part of
the communication path between the Agent Desktop application and the CallManager. The CTI
Server must have the same DMP (Device Management Protocol) address as the CallManager.
Example: CG1A matches to PG1A, CG2A matches to PG2A.

Activity Procedure
Complete these steps:
Step 1

From the desktop shortcut, launch the ICM 7.0 Release Media Setup.

Step 2

Under Instance Components click the Add button, and then select the CTI
Server button.

Step 3

At the CTI Server Properties screen, using the drop down list, make sure
the CG Node ID is for CG 2 and Side A is selected. Uncheck Auto start.
Then click Next.

Step 4

At the CTI Server Component Properties screen, make a note of the Client
Connection Port Number (it should be 44027). Then click Next.

Step 5

At the CTI Server Network Interface Properties screen, delete all of the
Node B: entries (we are installing a simplex CTI Server). Then click OK.

Step 6

At the Check Setup Information screen, verify your setup information. If all
is correct, click Next to continue.

Step 7

At the Setup Complete screen, click Finish to complete Setup. Then click
Exit Setup.

Activity Verification
You have completed this task when you attain these results:

CG2A shows up in the Instance components list, and in the Service Control list.

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Task 6: Starting the Processes


The student will be starting the ICM node processes. The ICM node processes are NOT
running because of the reboot after the JTAPI Plugin and CallManager PG install. These
processes will need to be restarted.

Activity Procedure
Complete these steps:
Step 1

Open the Service Control either from the desktop shortcut or from the ICM
Admin Workstation program group.

Step 2

Click the Start All button and wait for the processes to start.

Step 3

Examine the process ipcce-PG1A vrupim - pim1 [IPIVR ACTIVE]. The


IPIVR Pim should be ACTIVE.

Step 4

Examine the process ipcce PG2A jtapigw jgw1 [ACTIVE]. The


JTAPI Gateway should be ACTIVE.

Step 5

Examine the process ipcce-PG2A eagtpim - pim1 [CM ACTIVE]. The


CM Pim should be ACTIVE.

Step 6

Examine the process ipcce CG2A ctisvr [ACTIVE csoipccaw1


Port:44027]. The CTI Gateway should be ACTIVE.

Tip

If not, recheck your peripheral ID numbers in both your configuration and setup for
PG1A/PG2A

Activity Verification
You have completed this task when you attain these results:

60

PGagent is InSvc and connected to one side router and Disc (disconnected) to the other.
The ipcce-PG1A vrupim - pim1 is Active.

On the IPIVR, in the Control Center, the ICM Subsystem is In Service.

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Lab 9: CTI OS and CTIOS Desktop


Complete this lab activity to practice what you learned in the related module.

Activity Objective
In this activity, the student will install the Cisco CTI Object Server (CTI OS) and the CTI OS
Agent and Supervisor Desktops. After completing this activity, you will be able to meet these
objectives:

Install CTI OS Server software

Install CTI OS Agent Desktop

Install CTI OS Supervisor Desktop

Required Resources
These are the resources and equipment that are required to complete this activity:

62

The IPCCE VM Sprawler powered up and running.

CTI OS Release 7.0 Installation Media

Completion of previous labs

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Command List
The table describes the commands that are used in this activity.
Tools
Tool

Description

CTI OS Server Setup

Used to install Computer Telephony Integration Object


Server software

CTI OS Client Setup

Used to install CTIOS Agent Desktop, IPCC Supervisor


Desktop, and Tools.

Job Aids
These job aids are available to help you complete the lab activity.

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Task 1: Installing Cisco CTI Object Server (CTI OS)


The student will be installing the Cisco CTI Object Server (CTI OS).

Activity Procedure
Complete these steps:

Note

Step 1

From the desktop shortcut, launch the CTIOS Server Setup.

Step 2

At the Software License Agreement, click the Yes button.

Step 3

At the CTI Instances screen, under the CTIOS Instance List, click the Add
button.

Step 4

At the Add CTI Server Instance screen, select the ipcce instance using the
drop down list and click the OK button. Select or highlight the ipcce name.

Step 5

At the CTI Instances screen, under the CTIOS Server List, click the Add
button.

Step 6

At the Add CTIOS Server screen, select the CTIOS Server Name CTIOS1
using the drop down list and click the OK button.

Step 7

At the CTI Server Information screen, enter the Name or IP Address as


CSOIPCCAW1 and the Port as 44027 (from the CTI Gateway install) for
System A. For System B enter the Name or IP Address as CSOIPCCAW2
and the Port as 44027 (from the CTI Gateway install). Then click Next.

Step 8

At the Peripheral Identifier screen, and complete the following field entries:

Logical Name:

CM

Peripheral ID:

5001

Peripheral Type

IPCC (using drop down list)

Login By

Agent ID

Step 9

Click Next.

Step 10

At the Connection Information screen, leave the default settings. The


Listen Port is 42028. Click Next.

For all non-IPCC Hosted peripheral types, the Listen Port should be left at the default value
of 42028. For Hosted peripheral type, only the first instance can have this port. Subsequent
ones should have the port number incremented by one (i.e. 42029,42030, etc.), taking care
to configure the clients that will connect to them with the same port in their installs.
Step 11

Note

64

At the Statistics Information screen, leave the default settings. Then click
Next.

Since QoS enablement and statistics enablement are mutually exclusive, enabling QoS will
zero and disable all of the information relating to statistics.
Step 12

At the Peer CTIOS Server screen, do NOT check the box for Duplex. We
are installing simplex system. Click the Finish button.

Step 13

At the Cisco CTIOS Server Security screen, take note of the information.
Do NOT enable security, and click OK.

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Step 14

At the CTIOS Server Security Setup Complete screen, click Finish.

Step 15

At the Setup Incomplete screen, select No, I will restart my computer


later. Then click Finish. We will restart the VM after the CTIOS Client
install.

Step 16

Click Exit Setup.

Activity Verification
You have completed this task when you attain these results:

CTIOS1 shows up in the CTIOS Server List.

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Task 2: Installing Cisco CTIOS Softphone


The student will be installing the Cisco CTIOS Softphone.

Activity Procedure
Complete these steps:
Step 1

From the desktop shortcut, launch the CTIOS Client Setup.

Step 2

At the Welcome to the Installshield Wizard screen, click Next.

Step 3

At the Software License Agreement, click the Yes button.

Step 4

At the Enter Install Drive screen, select Drive C and click OK.

Step 5

At the Select Features screen, check the boxes for CTI Toolkit Desktop
Software (Win32), Agent Desktop, IPCC Supervisor Desktop, and Tools.
Then click Next.

Step 6

At the Important Note screen, take note of the information and then click
Next.

Step 7

At the CTIOS Server Information screen, enter the Name or IP Address as


CSOIPCCAW1 and leave the Port as 42028 for CTIOS Server A. For
CTIOS Server B leave the Name or IP Address empty and the Port as 42028.

Note

Take note that the Enable QoS box is checked and grayed out. We did NOT enable QoS on
the CTIOS Server install. Click Next.
Step 8

At the Start Copying Files screen, click Next.

Step 9

At the Cisco CTIOS Client Security screen, leave the default Self Signed
Certificate Authority checked and enter the password as training, and click
OK.

Step 10

At the Important Note screen, take note of the information and then click
Next.

Step 11

At the CTIOS Server Security Setup Complete screen, click Finish.

Step 12

At the Setup Incomplete screen, select Yes, I want to restart my computer


now. Then click Finish. The VM will restart.

Step 13

After the restart, log back in to the VM IPCCE and click the Start All button
in the ICM Service Control, and wait for the process to start/activate.

Step 14

The process ipcce_CTIOS1 ctios server [7.0 07383][ACTIVE,


CG:csoipccaw1, CGPort:44027, Listen Port: 42028] shows it is now
connected and ACTIVE.

Activity Verification
You have completed this task when you attain these results:

66

On the IPCCE VM Sprawler, from All Programs> Cisco Systems CTI Toolkit, Agent
Desktop and IPCC Supervisor Desktop are present.

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Copyright 2006, Cisco Systems, Inc.

Task 3: Login to CTIOS Supervisor and Agent Desktops


The student will be login the Agent and Supervisor desktop applications.

Activity Procedure
Complete these steps:

Note

Tip

Step 1

Go to Start> All Programs> Cisco Systems CTI Toolkit> Agent Desktop.


Right click, then Send To> Desktop (create shortcut).

Step 2

Repeat for the IPCC Supervisor Desktop.

Step 3

Double-click the desktop shortcut icon for Agent Desktop. The CTI Toolkit
Agent Desktop opens.

Step 4

In the Agent Desktop screen, click the Login icon.

Step 5

At the CTI Login screen complete the following field entries:

Agent ID:

21

Password:

training

Instrument:

9501

Step 6

Click OK. Agent ID: 21 (Patty Wagstaff or other name) is now logged in, but
in a Not Ready state.

Step 7

Click the icon for Ready (or press alt-r) to place the agent in a Ready state.

Step 8

Double-click the desktop shortcut icon for IPCC Supervisor Desktop. The
CTI Toolkit IPCC Supervisor Desktop opens.

Step 9

In the Agent Desktop screen, click the Login icon.

Step 10

At the CTI Login screen complete the following field entries:

Agent ID:

20

Password:

training

Instrument:

9502

Step 11

Click OK. Agent ID: 20 (Orville Wright) is now logged in, but in a Not
Ready state.

Step 12

Click the icon for Ready (the alt-n does not work in Supervisor Desktop) to
place the agent in a Ready state.

The Agent/Supervisor name is now displayed by default in the title bar of the CTIOS
Softphone.
Step 13

The information for the Agents on the Supervisors Team will show up in the
CTI Toolkit Team Real-Time Status for Voice display.

Step 14

With the agent selected in the Real-Time Status display, click on the Make
Monitored Agent Ready icon. This will put the agent in a Ready state.

For monitored agents, you can make an agent ready or logout an agent. You cannot make
an agent Not Ready.

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Step 15

From the Agent Instrument place a call to the Supervisor Instrument. Take
note of the information displayed for the call.

Step 16

Make both agents Not Ready, then log them off by clicking the Logout icon
(or alt-o will work for Agent, but not Supervisor).

Activity Verification
You have completed this task when you attain these results:

68

Both Agent 20 and Agent 21 have successfully logged in to their instruments.

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Lab 10: Translation Route Wizard


Complete this lab activity to practice what you learned in the related module.

Activity Objective
In this activity, the student will create a Translation Route using the Translation Route Wizard.
After completing this activity, you will be able to meet these objectives:

Run the Translation Route Wizard

Required Resources
These are the resources and equipment that are required to complete this activity:

The IPCCE VM Sprawler powered up and running.

Completion of previous labs

Command List
The table describes the commands that are used in this activity.
Tools
Tool

Description

Translation Route Wizard

Used to configure and maintain translation routes to ensure


the consistency, performance, and protection of your ICM
configuration.

Job Aids
These job aids are available to help you complete the lab activity.

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Task 1: Translation Route Wizard


The student will be using the Translation Route Wizard to create the translation route.

Activity Procedure
Complete these steps:
Step 1

From Configuration Manager, select Tools >Wizards >Translation Route


Wizard and double-click to open the Wizard.

Step 2

We completed the configuration of the listed entities in the previous task.


Click Next.

Step 3

At the Select Configuration Task screen, select Create New and click Next.

Step 4

At the Define Translation Route screen, enter a name as


IPCC_TransRoute, use the same for the short name, and click Next.

Step 5

At the Select Configuration screen, select Single peripheral, single routing


client, and click Next.

Step 6

At the Select Peripheral Gateway, Peripherals, and Services screen, select


IPIVR_PG, IPIVR, and IPIVR.TransRoute.SVC. Then click Next.

Note

Only Services are defined here in the Translation Route Wizard, so we will select the
generic Service that was set up for Translation Routes
Step 7

At the Select Routing Clients and Dialed Numbers screen, select the PostRouting Client as CM_rc. Click Add and the CM_rc will appear in the box
under Routing Client Name. Click Next.

Step 8

At the Select Network Trunk Groups for Routing Clients screen, select
CM_rc and IPIVR_NTG1, then click Add to place these items in the list.
Click Next.

Step 9

At the Configure DNIS screen, select the Add DNIS range button. In the
TR Wizard DNIS range dialog box, enter the start as 7001 and the End as
7003 and click OK to close the dialog box. Click Next.

Step 10

At the Configure Label screen, select the Set suffix = DNIS button. Leave
the default Include DNIS string as is selected and click OK to close the
dialog box. The labels are now complete, click Next.

Step 11

Up until this point the wizard hasnt entered anything into the database. Click
the Create translation route button to add this translation route to the
database. After a short duration a dialog box appears informing you that
Translation route IPCC_TransRoute has been created successfully. Click
OK to close the dialog box.

Step 12

Click the Run report button to open the Translation Route Configuration
Report. When you have examined your report, click the lower (or inside)
X to close the report and click the Finish button to close the Translation
Route Wizard.

Activity Verification
You have completed this task when you attain these results:

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Using Configuration Manager, view the Label list for the new entries, and view the
Translation Route Explorer to see the newly added IPCC_TransRoute translation route.

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Lab 11: ICM Script and Call Tracer


Complete this lab activity to practice what you learned in the related module.

Activity Objective
In this activity, the student will create a Translation Route using the Translation Route Wizard,
then create an ICM script. After completing this activity, you will be able to meet these
objectives:

Create the ICM Translation Routing script

Testing the TransRoute script using Call Tracer

Testing the TransRoute script using phones

Required Resources
These are the resources and equipment that are required to complete this activity:

74

The IPCCE VM Sprawler powered up and running.

The CCMIPIVR VM powered up and running

Completion of previous labs

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Command List
The table describes the commands that are used in this activity.
Tools
Tool

Description

ICM Script Editor

Used to create, delete, modify, ICM Scripts.

CED Node

Used to instruct the CallRouter how to process caller entered digits (CED)

Queue Node

Used to place a call in queue for one or more skill groups,


enterprise skill group, or one or more scheduled targets. If
an agent becomes available in one of the skill groups, the
call is routed to that resource

Run External Script Node

Used to instruct the Network VRU to execute a specific


VRU script. Multiple VRU script nodes can be used to
execute a series of scripts on the VRU

Call Tracer

Utility for debugging a routing script

Job Aids
These job aids are available to help you complete the lab activity.

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Task 1: Create the ICM Translation Routing Script


The student will be creating the ICM Translation Routing script named TransRoute to
determine call routing based on CED and on agent availability.
The student will build a script to route for the following business rule:

Incoming call arrives on dialed number 7000. A Translation Route to VRU node is used to
direct the call to an available CTI port for media termination. The ICM has directed the
IPIVR to run the CollectDigits script (IPIVR script) where the caller is prompted for digits.

If a CED of 1 is entered, send the caller to the PreSales.SG. If there are no agents
available, the caller will queue to PreSales.SG until an agent becomes available.

If a CED of 2 is entered, send the caller to the PostSales.SG. If there are no agents
available, the caller will queue to PostSales.SG until an agent becomes available.

. While queued, the BasicQ script (IPIVRscript) will execute.

Activity Procedure
Complete these steps:
Step 1

Locate and double click the icon for Script Editor in the ICM Admin
Workstation Program Group.

Step 2

Open a new script by clicking on the New folder icon in the Script Editor
menu tool bar. When the Create A New Script window appears, select the
phone icon for Routing script.

Step 3

A new routing script will open in edit mode.

Step 4

Using the Palette (or the Right-Click Method), build the script in the
provided diagram.

Step 5

Arrange the nodes in your workspace in a logical flow representing your


business rules. Connect your nodes and configure the properties of the nodes.

Step 6

When your script has been completed, Validate the script to identify and then
correct errors or warnings.

Step 7

Save the script as TransRoute.

Step 8

Schedule TransRoute script with Sales_CT call type and map to


CM_rc.7000 dialed number.

Activity Verification
You have completed this task when you attain these results:

The TransRoute script has been created, validated, saved, and scheduled.

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Task 2: Testing the TransRoute script with Call Tracer


The student will be using Call Tracer to test the ICM script named TransRoute.

Activity Procedure
Complete these steps:
Step 1

With no agents logged in, Run Call Tracer with CM_rc.7000 dialed number
and CED 1. The call should Queue to CM.CV.PreSales.SG.

Step 2

With no agents logged in, Run Call Tracer with CM_rc.7000 dialed number
and CED 2. The call should Queue to CM.CV.PostSales.SG.

Step 3

Login both agents.

Step 4

Run Call Tracer with CM_rc.7000 dialed number and CED 1. The call
should go to the Longest Available Agent (LAA) of CM.CV.PreSales.SG.

Step 5

Run Call Tracer with CM_rc.7000 dialed number and CED 2. The call
should go to the Longest Available Agent (LAA) of CM.CV.PostSales.SG.

Activity Verification
You have completed this task when you attain these results:

When agents are Not Ready, the calls will Queue. If an agent is available the call is
directed to the agent resource.

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Task 3: Testing the TransRoute script with Phones


The student will be using the Phones to test the ICM script named TransRoute.

Activity Procedure
Complete these steps:
Step 1

With no agents logged in, from the 9503 phone, dial 7000. When prompted,
press 1 for a PreSales agent. You should hear an announcement that All
representatives are helping other customers, and the call is placed into queue
while music plays.

Step 2

Log in agent 20 (Orville Wright of the PreSales.SG). As soon as agent 20 is


logged in, his phone rings due to the PreSales call being transferred out of
queue to a Presales Agent (Orville Wright).

Step 3

With no agents logged in, from the 9503 phone, dial 7000. When prompted,
press 2 for a PostSales agent. You should hear an announcement that All
representatives are helping other callers, and the call is placed into queue
while music plays.

Step 4

Log in agent 21 (Patty Wagstaff or other agent name of the PostSales.SG). As


soon as agent 21 is logged in, her phone rings due to the PostSales call being
transferred out of queue to a PostSales Agent (Patty Wagstaff or other agent
name).

Activity Verification
You have completed this task when you attain these results:

78

When agents are Not Ready, the calls will Queue. If an agent is available, the call is
directed to the agent resource and the pone where that agent is logged in to will ring.

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