IPCCE10LG Vol2 PDF

IPCCE
Lab Guide Volume 2

Version 1.0
Student Lab Guide
IPCCE
Lab Guide Volume 2

Overview
This guide presents the instructions and other information concerning the lab activities for this
course.
Outline
This guide includes these activities:
LAB Module
1: System IPCC Installation
1. Initial Setup Configuration

2. Installing Cisco JTAPI Plugin
LAB Module
2: Deployment Wizard
1. Web Administration Deployment Wizard

LAB Module
3: Post Installation Configuration
1. Configure a Desk Setting

2. Configure an Agent
3. Configure a Team
4. Configure a Skill Group
5. Configure a Call Type
6. Configure a Dialed Number
7. Configure IVR Scripts
8. Configure Network IVR
LAB Module
5: Cisco Desktop Installation
9. Installing Cisco Desktop Administrator (CDA)

10. Installing Cisco Agent Desktop (CAD)
11. Installing Cisco Supervisor Desktop (CSD)
LAB Module
6: IPCC Scripting
1. Creating the IPCC Sales Script

2. Testing Call Routing
LAB Module
7: CAD Workflow
1. Install Cisco Desktop Administrator (CAD)

2. Cisco Agent Desktop User Interface Home Page
3. Agent Desktop Work Flow Creation
4. Testing Agent Desktop Work Flow
LAB Module
9: Cisco Outbound Option Installation
1. Joining the IPCCDialer to the Domain

2. Installing the Outbound Dialer
3. Machine Wizard/Deployment Wizard (for IPCCDialer)
4. Configure Outbound Call Types
5. Configure Outbound Dialed Numbers
6. Configure the Outbound Skill Group
7. Enable the Outbound Option Call Variables
8. Outbound Option System Options Configuration
9. Outbound Option Dialer Configuration
10. Outbound Option Import Rule Configuration
11. Outbound Option Query Rule Configuration
12. Outbound Option Campaign Configuration
13. Enable Outbound Mode for Cisco Agent Desktop
14. Configure CallManager Device Pool
15. CallManager Bulk Administration Tool (BAT)
16. Adding a CTI Route Point for Outbound Abandon
17. Create an Outbound Administrative Script
18. Create an Outbound Reservation Script
19. Create an Outbound Abandon Script
20. Create the Sales_Survey.txt File
21. Testing the Outbound Option
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IP Contact Center Enterprise (IPCCE) v1.0
Copyright 2006, Cisco Systems, Inc.
Lab 1: System IPCC Installation

Complete this lab activity to practice what you learned in the related module.
Activity Objective
In this activity, the student will be installing the Cisco System IPCC. After completing this
activity, you will be able to meet these objectives:
Install Cisco System IPCC
Required Resources
These are the resources and equipment required to complete this activity:
The DCDNS VM powered up and logged in as student
The SYSIPCC VM powered up and logged in as student
The CCMIPIVR VM powered up and logged in as student
SysIPCC Release 7.0 Media
Lab Guide Volume 2
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
Command Prompt
DOS Command Prompt
Internet Explorer
Used to as a browser for web access to machines and files
Job Aids
These job aids are available to help you complete the lab activity.
IP Contact Center Enterprise Student Guide Volume 2
Task 1: Initial Setup Configuration

Note
This class will use the CallManager and IPIVR that was setup and configured in the IPCCE
class using the CCMIPIVR VM.
The student will install System IPCC Release 7.0.
Activity Procedure
Complete these steps:
Step 1
Click on the tab SysIPCC to focus on the SystemIPCC VM.
Step 2
Click on the desktop icon Command Line Prompt to open a DOS window
for command line entries.
Step 3
Change directory to the install directory by typing cd\install.
Step 4
At the prompt C:\install, type in the following command to start the install:
setup.exe z,loggerdb=200,awdb=200,wvdb=200,badb=200.
Caution
Note
Type this Command in EXACTLY as it is. You will get no indication it is incorrect!
Step 5
At the Welcome to the Installshield Wizard screen, click Next.
Step 6
At the Set up Machine Role screen, select All-in-One, and then click Next.
Step 7
At the Installation Drive screen, select C, and then click Next.
Step 8
At the Set up Type screen, select Side A (Choose for Simplex

configuration or Side A of Duplex configuration), and then click Next..
Step 9
At the Security Hardening screen, select No, and then click Next.
Security hardening applies Cisco recommended Windows hardening settings to your server,
including settings for encryption, IPSec, NAT, and firewall configuration. See the Security
Best Practices Guide for ICM and IPCC Enterprise and Hosted Editions for more information
on IPCC security hardening. For this training class, we will not be applying security
hardening due to some security settings being reduced for classroom management such as
password complexity requirements.
Step 10
At the Start Copying Files screen, review your selected settings. If all is
correct, click Next.
Step 11
At the IPCC Machine Installation dialog window to Configure IPCC to run

within the Active Directory environment, select the Create button to create
the IPCC Root.
Step 12
At the Select Organizational Unit dialog window, select the SIPCC.TRNG

domain, and then click OK.
Step 13
The IPCC Machine Installation - Success dialog window opens stating

Successful created OU OU=Cisco_ICM,DC=SIPCC,DC=TRNG. Click
the OK button.
Step 14
At the next IPCC Machine Installation dialog window to Configure IPCC

to run within the Active Directory environment, in the section to Create Or
Select Existing Facility, click the Create button.
Lab Guide Volume 2
Step 15
At the Enter a Facility Name, type in SYSIPCC, and then click the OK
button. The Facility SYSIPCC will now be displayed. Click the OK button.
Step 16
The Initializing IPCC Machine This may take several minutes dialog
window appears. After a few moments another dialog window IPCC
Machine Initialization Success appears stating Succesfully completed
IPCC Machine Initialization. Click the OK button.
Step 17
At the Installshield Wizard Complete screen, click Finish.
Step 18
Before launching the Cisco IPCC Enterprise Web Configuration utility,

you must download the JTAPI driver from the CallManager then restart the
SYSIPCC VM. This will be completed in the next task.
Activity Verification
You have completed this task when you attain these results:
The Cisco IPCC Enterprise installer has completed
Task 2: Install the Cisco JTAPI Plugin

The student will be installing the JTAPI Plugin from the Cisco CallManager. From the
SYSIPCC VM you will open a browser to access the CallManager.
Activity Procedure
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, and then Close.
Step 6
At this point you should reboot the SYSIPCC VM, log back in, and start this
process again. See the tip below.
Tip
If the CallManager screen does not display correctly, this is due to the IE Enhanced Security
Configuration, which is standard in Windows 2003. You will have to restart your SYSIPCC
VM to get the trusted site to work.
Step 7
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 8
From the Cisco CallManager Administration screen, choose Application> Install

Plugins.
Step 9
At the Install Plugins screen, scroll down and click the icon for the Cisco JTAPI.
Step 10
At the File Download Security Warning screen, when prompted to run or save
this file, select the Run button.
Step 11
At the Internet Explorer Security Warning screen, select the Run button.
Step 12
At the Choose Setup Language screen, select English (default setting), and click
OK.
Step 13
At the Welcome to the Installshield Wizard screen, click Next.
Step 14
At the JTAPI Destination screen, accept the default and click Next.
Step 15
At the Choose Destination Location screen, accept the default and click Next.
Step 16
At the Maintenance Complete screen, click Finish.
Step 17
Close your browser, and restart the SYSIPCC VM.
The Installshield Wizard has finished and the JTAPI plugin has been installed on the local
machine.
Lab Guide Volume 2
Lab 2: Deployment Wizard

Activity Objective
In this activity, the student will be deploying the Cisco System IPCC. After completing this
Deploy the Cisco System IPCC using the Web Administration Deployment Wizard
Required Resources
The DCDNS VM powered up and logged in.as student
The SYSIPCC VM powered up and logged in.as student
Command List
Tools
Tool
Description
Internet Explorer
Web Administration Tool
Used to remotely configure and administer key aspects of

your IPCC Enterprise System.
Job Aids
Lab Guide Volume 2
Task 1: Web Administration Deployment Wizard

The student will use the Web Administration Deployment Wizard to.
Activity Procedure
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Step 1
Double-click to open the desktop icon for IPCC Administration.
Step 2
Set up your IPCC Administration Program Group by going to Tools> Folder

Options> View. Uncheck Automatically search for network folders and
printers. Uncheck Display full path in the title bar. Check Remember each
folders view settings and Restore previous folder windows at logon. Then select
the button for Apply to All Folders, click Yes, then click OK. Select View> List.
Shrink the IPCC Administration Program Group down to a reasonable size.
Step 3
Click on the icon for Cisco IPCC Enterprise Web Administration from either the
desktop or the IPCC Administration Program Group.
Step 4
At the Security Alert, click Yes.
Step 5
At the Internet Explorer Enhanced Security Configuration alert, check the box
for In the future, do not show this message. Then click OK.
Step 6
Login as domain Administrator. Login name: student, Password: training.
Step 7
At the Auto Complete dialog window, Click Yes to remember this password.
Step 8
At the first Describe your IPCC Deployment screen, make sure the box is checked
for SYSIPCC is the Deployment Master. Select One machine (Simplex). Then
Click Next.
Step 9
At the next Describe your IPCC Deployment screen, enter the Description as
Student Lab, leave the rest as default (Click Back if you need to make changes)
and click Next.
Step 10
At the Edit IPCC Network Settings screen, leave Simplex selected, then uncheck
the both Reboot Machine on Error and Reboot Machine on Request. Scroll down
and leave the box checked for Collect Agent and Skill Group Statistics. Click
Next.
Step 11
At the Edit CallManager Connectivity Settings screen, populate the fields as

follows:
Call Manager Machine Hostname or IP Address
10.10.10.31
CallManager Agent Extension Length
CallManager JTAPI User ID
cmpguser
CallManager JTAPI User Password
training
Step 12
Then click Next.
Step 13
At the Edit IVR Connectivity Settings screen, populate the fields as follows:
Enable IVR
checked
IVR Machine Hostname or IP address
10.10.10.31
IVR Connection Port Number
9999
Step 14
Then Click Next.
Step 15
At the Edit Database Settings screen, leave as default, and then click Next.
Step 16
At the Review the IPCC Machine Settings before Saving screen, review the
settings, make appropriate changes if necessary, then click Finish.
Step 17
The Deployment Status screen will appear as: Machine saved successfully, and
the processes will have started and appear in your task bar.
Step 18
We will return in a later Lab and add the Outbound Controller.
The Deployment Status screen will appear as Machine saved successfully.
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Lab 3: Post Installation Configuration

Activity Objective
In this activity, the student will be configuring the Cisco System IPCC. After completing this
Configure the Cisco System IPCC using the Web Administration Tool
Required Resources
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Command List
Tools
Tool
Description
Internet Explorer

Job Aids
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Task 1: Configure a Desk Setting

The student will use the Web Administration to configure a desk setting in the System IPCC.
Activity Procedure
Step 1
Click on the icon for Cisco IPCC Enterprise Web Administration from either the
desktop or the IPCC Administration Program Group.
Step 2
Step 3
Login as with domain Admin privileges. Login name: student, Password: training.
Step 4
At the Cisco IPCC Enterprise Web Administration window, under Agent

Management, click Desk Settings.
Step 5
At the Desk Settings screen, click the Create button.
Step 6
Enter the Name as IPCC, then click Save.
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The IPCC Desk Setting has been created saved successfully.
Task 2: Configure an Agent

The student will use the Web Administration to configure agents in the System IPCC.
Activity Procedure
Step 1

Management, click Agents.
Step 2
At the Agents screen, click the Create button.
Step 3
At the Create Agent screen, populate the fields as follows:
First Name
Orville
Last Name
Wright
Login Name
OWright
Team
(leave blank)
Desk Settings
IPCC
Description
(whatever)
Skill Groups
(leave blank)
Password
training
Supervisor
checked
WebView Reporting user account
(leave blank for now)
Step 4
When all fields are populated, click Save.
Step 5
Repeat the process for another agent, but do not check supervisor.
Two agents are now displayed under Agent Management> Agents.
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Task 3: Configure a Team

The student will use the Web Administration to configure a team in the System IPCC.
Activity Procedure
Step 1

Management, click Teams.
Step 2
At the Agent Team screen, click the Create button.
Step 3
At the Create Agent Team screen, enter the Name as Sales and the Description as
All Sales Agents.
Step 4
Under Agents, click the Add button. Check the boxes next to the both agents, and
then click OK.
Step 5
Under Supervisors, click the Add button. Check the box next to OWright, and then
click OK. (We are not setting any Primary supervisors at this time).
Step 6
Click Save.
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The Sales agent team has been created with both agents, PWaggstaff and OWright
assigned. The agent OWright has been made a supervisor for the Sales team.
Task 4: Configure a Skill Group

The student will use the Web Administration to configure a skill group in the System IPCC.
Activity Procedure
Step 1

Management, click Skill Groups.
Step 2
At the Skill Groups screen, click the Create button.
Step 3
At the Create Skill Group screen, enter the Name as PostSales.SG. Enter a
description as PostSales.
Step 4
Under Agents, click the Add button. Check the box next to the agent for the
PostSales.SG (PWagstaff) and click OK.
Step 5
Click the Save button.
Step 6
Add another skill group for PreSales.SG, by clicking the Create button again.
Step 7
At the Create Skill Group screen, enter the Name as PreSales.SG. Enter a
description as PreSales.
Step 8
PreSales.SG (OWright) and click OK.
Step 9
Two Skill Groups, PreSales.SG and PostSales.SG, have been created. PostSales.SG has
PWagstaff as a member, and PreSales.SG has OWright as a member.
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Task 5: Configure a Call Type

The student will use the Web Administration to configure a call type in the System IPCC.
Activity Procedure
Step 1
At the Cisco IPCC Enterprise Web Administration window, under Contact

Management, click Call Types.
Step 2
At the Call Types screen, click the Create button.
Step 3
At the Create Call Type screen, enter the Name as Sales_CT. Enter a description as
Sales.
Step 4
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The call type Sales_CT has been created.
Task 6: Configure a Dialed Number

The student will use the Web Administration to configure a Dialed Number in the System
IPCC.
Activity Procedure
Step 1

Management, click Dialed Numbers.
Step 2
At the Dialed Number screen, click the Create button.
Step 3
At the Create Dialed Number screen, enter the Name as 7000_Sales, the Dialed
number string as 7000, and enter a description as Sales Dialed Number.
Step 4
Under Dialed Number Mapping, click the Add button.
Step 5
When the Dialed Number Map Entry screen, select your mapping for Calling Line
ID, Caller-entered digits, and use the Call Type drop down list to select Sales_CT.
Then click OK.
Step 6
Dialed number Sales has been configured and mapped to call type Sales_CT.
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Task 7: Configure IVR Scripts

The student will use the Web Administration to configure a IVR scripts in the System IPCC.
Activity Procedure
Step 1
At the Cisco IPCC Enterprise Web Administration window, under IVR

Management, click IVR Scripts.
Step 2
At the IVR Scripts screen, click the Create button.
Step 3
At the Create IVR Script screen, enter the Name as BasicQ, the IVR Script Name
BasicQ, and enter a description.
Step 4
Check the box for Interruptible , then click the Save button.
Step 5
At the Create IVR Script screen, create another IVR Script with the Name as
CollectDigits, the IVR Script Name CollectDigits, and enter a description.
Step 6
Note
These are the same IPIVR scripts that were used in IPCCE.
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IVR Scripts, BasicQ and CollectDigits have been configured in the System IPCC.
Task 8: Configure Network IVR

The student will use the Web Administration to configure a Network IVR in the System IPCC.
Activity Procedure
Step 1
At the Cisco IPCC Enterprise Web Administration window, under IVR

Management, click Network IVR.
Step 2
At the Edit Network IVR screen, you must use IVR Controller 1 (Your first
IPIVR), and you must use CTI Port Group ID 1.
Step 3
Enter in the CTI Route Point Directory Number of the CTI Route Point (trigger)
configured for translation routing. (Your IP IVR must have been configured with
these values).
Note
Step 4
The Network IVR is a virtual device that allows the System IPCC Agent/IVR Controller to
communicate with the physical IP IVRs. The IVR Controller rows must be used in sequence.
If you are deploying two IP IVRs, you must use IVR Controller 1 with CTI Port Group ID 1
with the first CTI Route Point directory number in the group, and IVR Controller 2 must use
CTI Port Group ID 3 with the first CTI Route Point directory number in the group. For
Translation routing, CTI Port Group IDs 1,3,5,7,9, are reserved for IVR Controllers 1,2,3,4,5.
CTI Port Group IDs 0,2,4,6,8, are reserved for future use
IVR Controller 1, CTI Port Group ID 1.are configured to use CTI Route Point directory
number 7001 in the System IPCC.
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Lab 5: Cisco Desktop Applications Installation

Activity Objective
In this activity, the student will be configuring the Cisco Desktop Administrator, Agent, and
Supervisor. After completing this activity, you will be able to meet these objectives:
Install Cisco Desktop Administrator (CDA)
Install Cisco Agent Desktop (CAD)
Install Cisco Supervisor Desktop (CSD)
Required Resources
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The CADSrvr powered up and logged in as student
The Agent VM powered up and logged in as student.
The Supervisor VM powered up and logged in as student.
Command List
Tools
Tool
Description
Internet Explorer
Job Aids
Lab Guide Volume 2
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Task 1: Install Cisco Desktop Administrator (CDA)

The student will install the Cisco Desktop Administrator on the Supervisor VM.
Activity Procedure
Step 1
Set focus on the Supervisor VM by selecting the Supervisor tab in the VMware
Workstation window.
Step 2
Open an IE browser and type in the following URL: http://<CAD Sever host name
or IP address>:8088/TUP/CAD/Admin.htm (case sensitive). For this class use
http://10.10.10.81:8088/TUP/CAD/Admin.htm .
Step 3
At the Installing Cisco Desktop Administrator screen, click the link for Cisco
Desktop Administrator.
Step 4
At the File Download screen, click the Open button.
Step 5
At the Welcome to Installshield Wizard screen, click Next.
Step 6
At the Setup Type screen, leave the default Complete selected. Click Next.
Step 7
At the Ready to Install the Program screen, click Install.
Step 8
The install begins and starts copying files.
Step 9
At the Installshield Wizard Completed screen, click Finish..
Step 10
Go to Start> Programs> Cisco> Desktop> Admin. Right-click and Send To>

Desktop to place a shortcut on the desktop.
Step 11
Double-click the Admin desktop shortcut you just created to open the Cisco
Step 12
At the Cisco Desktop Administrator screen, select /highlight Call Center 1. From
the menu bar select Setup> Synchronize Directory Services.
Step 13
At the dialog box stating Directory Services successfully synchronized, click OK.
Step 14
At the Cisco Desktop Administrator, expand Call Center1> Personnel

Configuration> Team> Sales. Your agents, supervisor, and skills, for the Sales
team should be listed
Step 15
Close the Desktop Administrator by clicking the X.
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The Cisco Desktop Administrator has been installed and synchronized with the Directory
Services.
Task 2: Install Cisco Agent Desktop (CAD)

The student will install the Cisco Agent Desktop on the Agent VM.
Activity Procedure
Step 16
Set focus on the Agent VM by selecting the Agent tab in the VMware Workstation
window.
Step 17
or IP address>:8088/TUP/CAD/Install.htm (case sensitive). For this class use:
http://10.10.10.81:8088/TUP/CAD/Install.htm.
Step 18
At the Installing Cisco Agent Desktop and Supervisor Desktop screen, click the
link for Cisco Agent Desktop.
Step 19
Step 20
Step 21
Step 22
Step 23
Step 24
Step 25
Go to Start> Programs> Cisco> Desktop> Agent. Right-click and Send To>

Step 26
Double-click the Agent desktop shortcut you just created to open the Cisco Agent
Desktop.
Step 27
At the Agent Login screen, login agent PWagstaff (agent 21) to one of your phone
extensions (9501 or 9502). The password is training.
Step 28
The Agent Desktop opens in your task bar as Not Ready. Click to open the Agent
Desktop task on your desktop.
Step 29
Click the green light icon (or Ctrl+W) to make your agent ready.
Step 30
Pick up the handset of the phone extension you logged your agent in to.
Step 31
Your agent status will change from Ready to Talking. Replace the handset.
Agent PWagstaff has successfully logged in to the Cisco Agent Desktop, and is a Ready
state.
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Task 3: Install Cisco Supervisor Desktop (CSD)

The student will install the Cisco Supervisor Desktop on the Supervisor VM.
Activity Procedure
Step 1
Set focus on the Supervisor VM by selecting the Supervisor tab in the VMware
Workstation window.
Step 2
or IP address>:8088/TUP/CAD/Install.htm (case sensitive). For this class use:
http://10.10.10.81:8088/TUP/CAD/Install.htm.
Step 3
At the Installing Cisco Agent Desktop and Supervisor Desktop screen, click the
link for Cisco Supervisor Desktop.
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
At the Installshield Wizard Completed screen, click Finish.
Step 10
Go to Start> Programs> Cisco> Desktop> Agent. Right-click and Send To>

Desktop to place a shortcut on the desktop. Do the same to place a shortcut on the
desktop for Supervisor.
Step 11
Double-click the Agent desktop shortcut you just created to open the Cisco Agent
Desktop.
Step 12
At the Agent Login screen, login agent OWright (agent 20) to the phone extension
(9501 or 9502) that the other agent is NOT logged in to. The password is training.
Step 13
The Agent Desktop opens in your task bar as Not Ready. Click to open the Agent
Desktop task on your desktop.
Step 14
Click the green light icon (or Ctrl+W) to make your agent ready.
Step 15
Double-click the Supervisor desktop shortcut you previously created to open the
Cisco Supervisor Desktop.
Step 16
At the Supervisor Login screen, login agent OWright (agent 20) with a blank
password.
Step 17
When the Cisco Supervisor Desktop screen opens, use the drop down list to select
the Sales team.
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Agent OWright has successfully logged in to the Cisco Agent Desktop, and is a Ready
state. Supervisor OWright has also logged in to the Cisco Supervisor Desktop and can view
the statistics for his Sales team.
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Lab 6: System IPCC Script

Activity Objective
In this activity, the student will be creating a Sales script for System IPCC. After completing
this activity, you will be able to meet these objectives:
Create an IPCC script for Sales
Test the call routing for Sales script.
Required Resources
These are the resources and equipment that are required to complete this activity:
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The Agent VM powered up and logged in as student. Agent PWagstaff logged in to Agent
Desktop and Ready
The Supervisor VM powered up and logged in as student. Agent OWright logged in to

Agent Desktop and Ready. Supervisor OWright logged in.
Command List
Tools
Tool
Description
IPCC Script Editor
Used to create, delete, modify, IPCC scripts
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
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
Call Tracer
Utility for debugging a routing script
Job Aids
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Task 1: Create the IPCC Sales Script

The student will be creating the IPCC script named Sales 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. The call is routed to an available CTI port for
media termination. The ICM has directed the IPIVR to run the CollectDigits script (IP IVR
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 (IP IVR script) will execute.
Activity Procedure
Step 1
Locate and double click the icon for Script Editor in the IPCC Administration
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 Sales.
Step 8
Schedule Sales script with Sales_CT call type and map to 7000_Sales dialed
number.
The Sales script has been created, validated, saved, and scheduled.
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IPCC Sales Script Layout
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Task 3: Testing the Sales script with Call Tracer

The student will be using Call Tracer to test the ICM script named Sales.
Activity Procedure
Step 1
With agents Not Ready, run Call Tracer with 7000_Sales dialed number and CED
1. The call should Queue to the PreSales.SG.
Step 2
With agents Not Ready, Run Call Tracer with 7000_Sales dialed number and CED
2. The call should Queue to the PostSales.SG.
Step 3
Make both agents.Ready.
Step 4
Run Call Tracer with 7000_Sales dialed number and CED 1. The call should go to
the Longest Available Agent (LAA) of PreSales.SG (OWright).
Step 5
Run Call Tracer with 7000_Sales dialed number and CED 2. The call should go to
the Longest Available Agent (LAA) of PostSales.SG.(PWagstaff).
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When agents are Not Ready, the calls will Queue. If an agent is available the call is
directed to the agent resource.
Task 4: Testing the Sales script with Phones

The student will be using the Phones to test the ICM script named Sales.
Activity Procedure
Step 1
With agent OWright Not Ready, 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 OWright of the PreSales.SG. As soon as OWright 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 agent PWagstaff Not Ready, 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 Patty Wagstaff or other agent name of the PostSales.SG. As soon as
Patty Wagstaff 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).
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 will ring.
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Lab 7: CAD Workflow

Activity Objective
In this activity, the student will be creating a Cisco Agent Desktop Workflow for System IPCC.
After completing this activity, you will be able to meet these objectives:
Install CAD Administrator on Agent VM
Create a CAD Workflow
Test the CAD Workflow
Required Resources
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Desktop and Ready

Agent Desktop and Ready. Supervisor OWright logged in.
Command List
Tools
Tool
Description
Internet Explorer
Used as a browser for web access to machines and files
Desktop Administrator
Used to access various other applications and to

administer Cisco Agent Desktop, Cisco Supervisor
Desktop, and Cisco IP Phone Agent from within one
interface.
Agent Desktop
A customizable application providing call control

capabilities and ACD state control. An enterprise data
window provides customer information and optional screen
pop.
Job Aids
Lab Guide Volume 2
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Task 1: Install Cisco Desktop Administrator (CDA)

The student will install the Cisco Desktop Administrator on the Agent VM.
Note
The CDA would not normally be installed on an Agent machine (In a previous Lab, the CDA
was installed on the Supervisor machine). We are only installing CDA here to make it easier
for the students by not having to change between the VMs for this LAB. You can only work
in one instance of CDA at a time, so ensure that the CDA on the Supervisor VM is not open.
Activity Procedure
Step 1
Set focus on the Agent VM by selecting the Agent tab in the VMware Workstation
window.
Step 2
or IP address>:8088/TUP/CAD/Admin.htm..For this class use
http://10.10.10.81:8088/TUP/CAD/Admin.htm .
Step 3
At the Installing Cisco Desktop Administrator screen, click the link for Cisco
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Go to Start> Programs> Cisco> Desktop> Admin. Right-click and Send To>

36
The Cisco Desktop Administrator has been installed and a shortcut place on the desktop.
Task 2: Cisco Agent Desktop User Interface

The student will set up the browser home page for the Cisco Agent Desktop user interface.
Activity Procedure
Step 1
Log off your agent (PWagstaff) and close the Cisco Agent Desktop.
Step 2
Step 3
At the Cisco Desktop Administrator screen, expand Call Center1> Desktop

Configuration> Work Flow Groups> Agent> default> User Interface.
Step 4
Select the Browser tab.
Step 5
Change the Home Page to localhost.
Step 6
Click on the Agent desktop icon to open the Cisco Agent Desktop and log your
agent in. (You can set the preferences to keep the agent desktop open).
Step 7
The browser window in the Cisco Agent Desktop should now show the IPCC
Product Training Agent Desktop home page for this Training class.
The Cisco Agent Desktop browser homepage has now been set.
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Task 3: Cisco Agent Desktop Workflow Creation

The student will create an agent workflow for the Cisco Agent Desktop on the Agent VM.
Activity Procedure
Step 1
Open an IE Browser and type in this URL: localhost/form.htm#0.
Step 2
The browser should now open to the page stating: The Directory Number that you
dialed from (ANI) is: [text box] and IPCC Product Training.
Step 3
In the browser menu bar, go to Tools> Internet Options.
Step 4
For Home page, select the button to Use Current, and close the browser. It should
have http:// localhost/form.htm#0 for the address. Click OK.
Step 5
Step 6
At the Cisco Desktop Administrator screen, expand Call Center1> Desktop

Configuration> Work Flow Groups> Agents> default> Voice Contact Work
Flow.
Step 7
Select or highlight <Default>, then click Edit.
Step 8
Under Events, select Ringing. Leave the Rules as <Default>.
Step 9
Under Actions, click the Add button.
Step 10
At the Select Action screen, select Launching External Application tab, click
New.
Step 11
At the Launching External Application Action Setup screen, type in the Action
Name as Launch Browser.
Step 12
For the Application, click the Browse button and browse to \Program
Files\Internet Explorer\IEXPLORER.EXE, and click Open. Click OK, and then
click OK again.
Step 13
Under Events, select Answered. Leave the Rules as <Default>.
Step 14
Step 15
At the Select Action screen, select Run Macro tab, click New.
Step 16
At the New Macro screen, enter Macro Action Name as Enter ANI.
Step 17
At the Enter ANI screen, type the macro text as follows:

[APPLICATION:IEFRAME=SCREEN POP DEMO MICROSOFT
INTERNET EXPLORER] then Enter. In the next line type: [ENTERPRISE
FIELD:ANI]. When completed, Click OK, and then click OK again.
Tip
38
An Answered_Macro.txt file has been placed on your desktop that you can copy this text
from.
Step 18
Under Events, select Dropped. Leave the Rules as <Default>.
Step 19
Step 20
At the Select Action screen, select Run Macro tab, click New.
Step 21
At the New Macro screen, enter Macro Action Name as Close Browser.
Step 22
At the Close Browser screen, type the macro text as follows :

[APPLICATION:IEFRAME=SCREEN POP DEMO MICROSOFT
INTERNET EXPLORER] then Enter. In the next line type: [ALT] [F4]. When
completed, Click OK, and then click OK again.
Tip
A Dropped_Macro.txt file has been placed on your desktop that you can copy this text from.
The Cisco Agent Desktop Voice Contact Work Flow has been created.for a Ringing event
to launch a browser, an Answered event to show the ANI of the inbound caller, and a
Dropped event to close the browser.
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Task 4: Testing the Cisco Agent Desktop Work Flow

The student will set up the browser home page for the Cisco Agent Desktop user interface.
Activity Procedure
Step 1
Click on the Agent desktop icon to open the Cisco Agent Desktop and log your
agent in and place the agent in a Ready state.
Step 2
From the 9503 extension, dial the 7000 dialed number. When prompted press the
CED of 2 for a PostSales agent.
Step 3
The Post Sales agent extension will ring and the Screen POP Demo browser opens.
Step 4
Answer the call. The ANI of the extension you dialed from will populate the text
field in the Screen POP Demo browser.
Step 5
End the call. The Screen POP Demo browser will close. The call information will
be displayed in the enterprise data of the Cisco Agent Desktop.
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The Screen POP Demo browser opens, gets populated with the ANI of the incoming call
when answered, and closes when the call is ended.
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Lab 9: Cisco Outbound Option Installation

Activity Objective
In this activity, the student will be installing the Outbound Option.
Create an Outbound Option
Test the Outbound Option
Required Resources
42
The DCDNS VM powered up and logged in as student.
The SYSIPCC VM powered up and logged in as student.
The CCMIPIVR VM powered up and logged in as student.
The CADSrvr powered up and logged in as student.
Desktop and Ready.

Agent Desktop and Ready. Supervisor OWright logged in to Supervisor Desktop.
The IPCCDialer powered up and logged in as student.
SysIPCC Release 7.0 Media
Command List
Tools
Tool
Description
System IPCC Release Media

Setup
Used to install System IPCC and Optional controllers

(Outbound and Multichannel)
Internet Explorer
Used as a browser for web access to machines and files

Job Aids
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Task 1: Joining the IPCCDialer Server to the Domain

The student will be joining the IPCCDialer VM to the SIPCC.trng domain
Activity Procedure
Step 1
Set focus on the IPCCDialer VM. Log in as the local machine administrator
(student).
Step 2
Select the desktop icon for My Computer. Rightclick and select Properties.
Step 3
At the System Properties screen, select the Computer Name tab.
Step 4
Click the Change button.
Step 5
At the Computer Name Changes screen, for the Member of section, select
Domain and enter SIPCC.trng.
Step 6
At the Computer Name Changes login screen, enter the name and password of an
account with permission to join the domain. Enter student and training. (This is the
SIPCC.trng Domain Administrator name).
Step 7
Click OK at the dialog box for Welcome to the SIPCC.trng domain.
Step 8
At the dialog box stating You must restart this compouter click OK.
Step 9
At the System Properties screen, click OK.
Step 10
At the System Settings Change screen, click Yes to restart the IPCCDialer VM.
Step 11
On the IPCCDialer VM, making sure you use the drop down box to select Log on
to: SIPCC (the domain, not the machine).
Step 12
Log in with the domain admin user account of student and password training.
Step 13
At the Manage Your Server screen, check the box to Dont display this page at
logon.
The IPCCDialer VM has joined the IPCC.trng domain, and you are logged in as the domain
admin.
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Task 2: Installing the Outbound Dialer

The student will be installing dialer software on the IPCCDialer VM.
Activity Procedure
Step 1
Set focus on the IPCCDialer VM. You should be logged in as a domain user with
administrative privileges for the SIPCC.trng domain (student).
Step 2
Select Start> Run.
Step 3
Enter \\sysipcc\install in the Open: dialog area, and then click OK.
Step 4
When the install directory opens, locate the setup.exe file and double-click to open.
Step 5
At the Open File Security Warning, click Run.
Step 6
At the Cisco IPCC Enterprise InstallShield Wizard Welcome screen, click

Next.
Step 7
At the Set up Machine Role screen, select the role for this machine as Outbound
Controller. Click Next.
Step 8
At the Security Hardening screen, select No. Click Next.
Note
Security hardening applies Cisco recommended Windows hardening settings to your server,
including settings for encryption, IPSec, NAT, and firewall configuration. See the Security
Best Practices Guide for ICM and IPCC Enterprise and Hosted Editions for more information
on IPCC security hardening. For this training class, we will not be applying security
hardening due to some security settings being reduced for classroom management such as
password complexity requirements.
Step 9
At the Start Copying Files screen, review your current settings, then click Next.
Step 10
The dialer software starts copying files and installs.
Step 11
At the IPCC Machine Initialization screen, the Facility this machine will be in is
the SYSIPCC facility. Use the drop down list to select, and click OK.
Step 12
At the IPCC Machine Initialization Success dialog window, click OK.
Step 13
At the InstallShield Wizard Complete screen, select Yes, I want to restart my

computer now. Then click Finish.
Step 14
After the IPCCDialer VM reboots, log back in as the domain admin student.
The Dialer has now been installed on the IPCCDialer VM.
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Task 3: Machine Wizard/Deployment Wizard for IPCCDialer

The student will be adding dialer controller on the SYSIPCC VM.
Activity Procedure
Step 1
Set focus on the SYSIPCC VM. You should be logged in as a domain user with
administrative privileges for the SIPCC.trng domain (student).
Step 2
Open the Cisco IPCC Enterprise Web Administration. Use either the icon on the
desktop or in the IPCC Administration Program Group.
Step 3
At the Security Alert dialog window, click Yes.
Step 4
At the Cisco IPCC Enterprise Web Administration Login screen, login as

student with a password of training.
Step 5
At the Cisco IPCC Enterprise Web Administration screen, since we have not yet
disabled it, the Deployment Wizard screen opens.
Note
If the Deployment Wizard has been disabled after a deployment, you can add/or configure
new machines by running the Machine Wizard. Under IPCC Enterprise, expand System
Management> Machine Management> Machines and click Create to add a machine.
Step 6
At the first Describe your IPCC Deployment screen, scroll down and under IPCC
Options check the box for Outbound Controller, and then click Next.
Step 7
At the next Describe your IPCC Deployment screen, enter the Machine Hostname
or IP address as IPCCDialer, and Description as Outbound Controller, and click
Next.
Step 8
At the Edit IPCC Network Settings screen, the settings for Central Controller Side
A and B Public and the Agent/IVR Controller Side A and B Public should be
populated. Uncheck Reboot Machine on Error, and click Next.
Step 9
At the Edit CallManager Connectivity Settings screen, enter the CallManager

TFTP IP Address as 10.10.10.31, and then click Next.
Step 10
At the Review the IPCC Machine Settings before Saving screen, review your
settings and click Finish.
Step 11
At the Machine Status screen, when the machine has saved successfully. Click
Back to Machines.
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The Outbound Controller has now been added to the SYSIPCC VM. On the IPCCDialer
VM, PG4A should be starting up.
Task 4: Configure Outbound Call Types

The student will use the Web Administration to configure the Outbound call types in the
System IPCC.
Activity Procedure
Step 1

Management, click Call Types.
Step 2
At the Call Types screen, click the Create button.
Step 3
At the Create Call Type screen, enter the Name as Outbound_CT. Enter a
description as Outbound Call Type.
Step 4
Step 5
At the Edit Call Types screen, click the Create button.
Step 6
At the Create Call Type screen, enter the Name as Outbound_Abandon_CT.

Enter a description as Outbound_Abandon Call Type
Step 7
The call types Outbound_CT, and Outbound_Abandon_CT have been created.
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Task 5: Configure Outbound Dialed Numbers

The student will use the Web Administration to configure a Dialed Number in the System
IPCC.
Activity Procedure
Step 1

Management, click Dialed Numbers.
Step 2
At the Dialed Number screen, click the Create button.
Step 3
At the Create Dialed Number screen, enter the Name as Outbound, the Dialed
number string as 9000, and enter a description as Outbound DN.
Step 4
Check the box for Outbound.
Step 5
Under Dialed Number Mapping, click the Add button.
Step 6
ID, Caller-entered digits, and use the Call Type drop down list to select
Outbound_CT. Then click OK.
Step 7
Step 8
At the Edit Dialed Number screen, click the Create button.
Step 9
At the Create Dialed Number screen, enter the Name as Outbound_Abandon the
Dialed number string as 8000, and enter a description as Outbound_Abandon DN..
Step 10
Under Dialed Number Mapping, , click the Add button.
Step 11
ID, Caller-entered digits, and use the Call Type drop down list to select
Outbound_Abandon_CT. Then click OK.
Step 12
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The Outbound, and Outbound_Abandon dialed numbers have been configured and mapped
to their call types.
Task 6: Configure the Outbound Skill Group

The student will use the Web Administration to configure the Outbound skill group in the
System IPCC.
Activity Procedure
Step 1

Management, click Skill Groups.
Step 2
At the Skill Groups screen, click the Create button.
Step 3
At the Create Skill Group screen, enter the Name as Outbound.SG. Enter a
description as Outbound.
Step 4
PWagstaff and click OK.
Step 5
The Skill Group Outbound.SG has been created and PWagstaff has benn added as a
member.
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Task 7: Enable the Outbound Option Call Variables

The student will be enabling the Outbound Option Call Variables on the SYSIPCC VM.
Activity Procedure
Step 1
Open the Cisco IPCC Enterprise Web Administration. Use either the icon on the
desktop or in the IPCC Administration Program Group.
Step 2
At the Security Alert dialog window, click Yes.
Step 3
At the Cisco IPCC Enterprise Web Administration Login screen, login as

student with a password of training.
Step 4

Management, click Call Variables.
Step 5
There are seven call variables prefixed with BA. You must individually click on
each variable to open it, check the Enable box, and then Save it.
Step 6
The call variables are: BAAccountNumber, BABuddyName, BACampaign,

BADialedListID, BAResponse, BAStatus, and BATimeZone.
50
All seven of the Outbound Option call variables have been enabled and display a Yes in the
Enabled column.
Task 8: Outbound Option System Options Configuration

The student will be configuring the Outbound Option System Options on the SYSIPCC VM.
Activity Procedure
Step 1
In the IPCC Administration program group, open the Configuration Manager.
Step 2
At the Configuration Manager screen, select Outbound Option> System Options

and double-click to open.
Step 3
At the General Options tab, for the Customer Dialing Time Range, define the
dialing time range you want all your campaigns to run.
Step 4
Set the Start time to 9:00 AM.
Step 5
Set the End time to 8:00 PM.
Step 6
Click OK to save your entry.
The Dialing Time Range has been set to 9:00 AM to 8:00 PM.
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Task 9: Outbound Option Dialer Configuration

The student will be configuring the Outbound Option Dialer on the SYSIPCC VM.
Activity Procedure
Step 1
Step 2
At the Configuration Manager screen, select Outbound Option> Dialer and

double-click to open.
Step 3
Click the add button.
Step 4
At the Dialer General tab, complete the following field entries:
Dialer Name:
SysIPCC_Dialer
Computer Name:
IPCCDialer
Dial tone detection:
Checked
Step 5
Step 6
At the Port Map Selection tab, click the Add button
Step 7
At the Dialer Port Map screen, enter the Extension as 2000.
Step 8
Check the box for Port Map Range. Enter the Telephony Port Start as 0 and the
Telephony Port End as 4. Click OK.
Step 9
Five extensions (2000-2004) will appear, each mapped to a telephony port (0-4).
Step 10
At this point, the Outbound buttons appear in CAD, and the MR PIM for
OutboundController 1 should be Active.
Step 11
Click the Export button. This will export the Dialer Port Map to a CSV file to be
used with the CallManager Bulk Admin Tool (BAT).
Step 12
At the Select Call Manager Version window, select CCM 4.1, and then click OK.
Step 13
At the Save As window, save the DialerPortMapExport.csv to your desktop.
Step 14
Close the Outbound Option Dialer.
Step 15
On your desktop, open the DialerPortMapExport.csv file with notepad. Also open
the MODIFIED_DialerPortMapExport.csv file with notepad. Compare the two
files. The exported csv file needed to be modified to work with the BAT tool in
CCM 4.1.
Step 16
Delete the DialerPortMapExport.csv file you just exported. Copy the

MODIFIED_DialerPortMapExport.csv on your desktop, to C:\install. (This is a
shared folder we can access from the CallManager).
Step 17
In the C:\install folder, rename the MODIFIED_DialerPortMapExport.csv to

DialerPortMapExport.csv. You will use this file later with the BAT tool.
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The Outbound Option Dialer has been configured, the Port Map Selection created, then
exported. The MODIFIED_DialerPortMap.csv has been copied to the shared folder
C:\install for access from the CallManager.
Task 10: Outbound Option Import Rule Configuration

The student will be configuring the Outbound Option Import Rule on the SYSIPCC.VM.
Activity Procedure
Step 1
On the SYSIPCC VM, create a folder in the root directory called Import. This
folder, C:\Import, will be used for the dialed number lists to be imported.
Step 2
Step 3
At the Configuration Manager screen, select Outbound Option> Import Rule

and double-click to open.
Step 4
Step 5
Select the Import Rule General tab, complete the following field entries:
Import Name:
Sales_Survey
Import type:
Contact
Target table name:
Sales_Survey
Import file path:
C:\Import\Sales_Survey.txt
Import data type:
Comma delimited
Overwrite table:
Checked
Step 6
Step 7
Select the Definition tab, click the Add button.
Step 8
At the Import rule definition, for the Standard column type, using the drop down
list, select LastName and check the box to allow nulls to be entered. Click OK.
Step 9
At the Definition tab, click the Add button to enter another definition.
Step 10
list, select FirstName and check the box to allow nulls to be entered. Click OK.
Step 11
Step 12
list, select Phone01, change the Field length to 4, and do not check the box to allow
nulls to be entered. Click OK.
Step 13
Step 14
list, select AccountNumber and check the box to allow nulls to be entered. Click
OK.
Step 15
Select the Schedule tab, and check the radio button to Start import when file is
present.
Step 16
Save the Outbound Import Rule, then Close.
The Outbound Option Import Rule has been configured.
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Task 11: Outbound Option Query Rule Configuration

The student will be configuring the Outbound Option Import Rule on the SYSIPCC.VM.
Activity Procedure
Step 1
Step 2
At the Configuration Manager screen, select Outbound Option> Query Rule and
Step 3
Step 4
At the Query Rule General tab, complete the following field entries:
Query rule name:
Sales_Survey_QR
Import Rule:
Sales_Survey (only rule defined)
Rule clause:
AccountNumber<5000
Step 5
Click the Validate Rule Clause button.
Note
The Rule Clause columns must match the database. The account number column must be
AccountNumber, if typed in as account number, it will not work. Paste or type the column
in as it entered in the database.
Step 6
A dialog box opens stating Rule Clause Validated correctly.
Step 7
Click Save, and then Close.
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The Outbound Option Query Rule has been configured and the rule clause validated.
Task 12: Outbound Option Campaign Configuration

The student will be configuring the Outbound Option Import Rule on the SYSIPCC VM.
Activity Procedure
Step 1
Step 2
At the Configuration Manager screen, select Outbound Option> Campaign and

Step 3
Step 4
At the Campaign General tab, complete the following field entries:
Campaign Name:
Sales_Survey _CMP
Lines per agent
1.00
Maximum Lines per agent
1.00
Note
If both are set to 1, the mode defaults to Progressive
Step 5
At the Campaign Purpose tab, uncheck the TDM Fast Voice Detect. (This is only
used for the Dialogic Cards and TDM dialers).
Step 6
At the Query Rule Selection tab, click Add.
Step 7
At the Campaign Query Rule window, using the drop down list select
Sales_Survey _QR. Accept the rest of the default settings. Click OK.
Step 8
At the Skill Group Selection tab, click Add.
Step 9
At the Skill Group Selection window, complete the following field entries:
Skill Group:
Outbound.SG
Dialed number:
9000
Abandon Route Point:
8000
Step 10
Click OK.
Step 11
At the Call Target tab, complete the following field entries:
Daylight savings Zone:
Your Local Time Zone (using drop down list)
Zone 1:
Checked
Start:
9:00 AM
End:
8:00 PM
Numbers to dial:
Phone01
Zone 2:
Unchecked
Step 12
The Outbound Option Campaign has been configured.
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Task 13: Enable Outbound Mode for Cisco Agent Desktop

The student will use Cisco Desktop Administrator to create a new work flow and set the
Outbound mode as Progressive/Predictive for the Cisco Agent Desktop.
Activity Procedure
Step 1
Set focus on the Agent VM.
Step 2
Log off your agent (PWagstaff) and close the Cisco Agent Desktop.
Step 3
Double-click the Admin desktop shortcut to open the Cisco Desktop

Administrator.
Step 4
At the Cisco Desktop Administrator screen, expand Call Center 1> Desktop
Configuration> Work Flow Groups> Agent.
Step 5
At the menu bar select File> New (or click the New icon) to create a new workflow.
Step 6
At the Work Flow Group Name Editor dialog window, enter the new workflow
name as No Action and click OK.7
Step 7
Expand No Action> User Interface.
Step 8
Look for the new buttons under Outbound Option Mode.
Step 9
Under the Outbound Option Mode, check the box for Progressive/Predictive.
Step 10
Click the Apply button.
Step 11
At the Cisco Desktop Administrator screen, expand Call Center 1> Personnel
Configuration> Agents.
Step 12
Double-click the Agent you are adding to be Outbound (PWagstaff).
Step 13
For this Outbound agent, to set the Work Flow Group, use the drop down list to
select No Action. Click OK.
Step 14
Close the Cisco Desktop Administrator
Step 15
Login the Outbound agent (PWagstaff), and make Ready.
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The Outbound agent has been set to Progressive mode and their Agent Desktop set to the
No Action workflow group. The Agent has been logged in and placed in a Ready state.
Task 14: Configuring CallManager Device Pool

The student will be installing and configuring the Bulk Admin Tool (BAT) for the Outbound
Option on the CallManager CCMIPIVR.VM.
Activity Procedure
Step 1

https://<CallManager hostname or IP Address>/ccmadmin.
Step 2
At the Security Alert dialog box, check the box to not show the warning in the
future and click OK.
Step 3
At the next Security Alert, click Yes.
Step 4
At the Enter Network Password, enter the User Name as: student and the Password
as: training. Check the box to Remember my password. Click OK.
Step 5
From the Cisco CallManager Administration screen choose System> Device

Pool.
Step 6
At the Find and List Device Pools screen, click the link to Add a New Device
Pool.
Step 7
At the Device Pool Configuration screen,, complete the following field entries:
Device Pool Name:
Dialer
Cisco CallManager Group
Default (drop down list)
Date/Time Group:
CMLocal (drop down list)
Region:
Default (drop down list)
Softkey Template
Standard User (drop down list)
SRST Reference:
Disable (drop down list)
Step 8
Click the Insert button.
Step 9
Click the link Back to Find/List Device Pools.
The Dialer device pool has been configured in the CallManager for the Outbound Option.
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Task 15: CallManager Bulk Administration Tool (BAT)

The student will be installing and configuring the Bulk Admin Tool (BAT) for the Outbound
Option on the CallManager CCMIPIVR VM.
Activity Procedure
58
Step 1
Set focus on the CCMIPIVR VM.
Step 2

https://<CallManager hostname or IP Address>/ccmadmin.
Step 3
Step 4
as: training. Check the box to Remember my password. Click OK.
Step 5
From the Cisco CallManager Administration screen, choose Application> Install

Plugins
Step 6
Click the icon for Cisco Bulk Administration Tool.
Step 7
At the File Download window, click Open.
Step 8
At the Welcome to InstallShield Wizard screen, click Next.
Step 9
At the InstallShield Wizard Complete screen, click Finish.
Step 10
Go to Start> Cisco CallManager 4.1> Bulk Admin Tool> Bat 5.1 and click to
open.
Step 11
At the Bulk Administration Tool screen, select Configure> Phones.
Step 12
At the Phone Options screen, select Insert Phones and click Next.
Step 13
At the Steps to Insert Phones screen, select Step 1: Add, view, or modify phone
templates. Click Next.
Step 14
At the Phone Template Configuration screen, complete the following field

entries:
Phone Template Name:
DialerPorts
Device Type:
Cisco 30 VIP (drop down list)
Device Pool:
Dialer (drop down list)
Step 15
Step 16
At the Insert completed, Scroll down to insert lines, click OK and scroll down.
Step 17
Click on the link Add line 1.
Step 18
At Line 1 for Phone Template Configuration: DialerPorts screen, click the

Insert and Close button.
Step 19
Click the Back button in the BAT dialog page. (Not the browser back button).
Step 20
Open a Windows Explorer. Explore to My Network Places> Entire Network>

Microsoft Windows Network> Sipcc> Sysipcc> install.
Step 21
In the install folder, locate the file DialerPortMapExport.csv.
Step 22
Copy the file and Paste it into the folder C:\Batfiles\Phones\Insert.
Step 23
Return to the Bulk Administration Tool, and continue with step 2.
Step 24
At the Steps to Insert Phones screen, select Step 2: Create the CSV data file.
Click Next.
Step 25
At the Create CSV data file screen, select Step 1: Add, view, or modify file
formats. Click Next.
Step 26
At the File Format Configuration screen, enter the File Format Name as
DialerImport.
Step 27
In Device Fields, select User Id. Using the arrows, move the User Id to the
Selected Device Fields.
Step 28
In Line Fields, select Directory Number. Using the arrows, move the Directory
Number to the Selected Line Fields.
Step 29
Click the Insert button. Then click the Back button in the BAT Dialog page.
Note
Step 2 (creating the CSV data file) has been completed and is located in
C:\Batfiles\Phones\Insert\ DialerPortMapExport.csv
Step 30
At the Create CSV data file screen, select Step 3: Associate file format with the
CSV data file. Click Next.
Step 31
At the Add File Format screen, complete the following field entries:
File Name:
DialerPortMapExport.csv (drop down list)
File Format Name:
DialerImport (drop down list)
Step 32
Click the Add button. Click the Back button, then click Back again.
Step 33
At the Steps to Insert Phones screen, select Step 3: Validate phone records. Click
Next.
Step 34
At the Validate Phones screen, complete the following field entries:
File Name:
DialerPorts (drop down list)
Model:
Step 35
Click the Validate button. You should see Status: Validate Completed. Click the
Back button.
Step 36
At the Steps to Insert Phones screen, select Step 4: Insert phones. Click Next.
Step 37
At the Insert Phones screen, complete the following field entries:
File Name:
DialerPorts (drop down list)
Model:
Step 38
Click the Insert button. You should see Status: Insert Completed. Close the Bulk
Administration Tool.
Step 39
At the CallManager Administration screen, select Device> Phone. Five phones

were imported as Port 0 thru Port 4 for ICM BADialer.
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The CallManager BAT tool has imported five phones for the Outbound Option Dialer using
the (MODIFIED) DialerPortMapExport.csv. data file.
In CallManager Administration, go to Service> Phone> Find to display the five phones

listed as Port x for ICM BADialer.
Task 16: Adding a CTI Route Point for Outbound Abandon

The student will configure a CTI Route Point for the Outbound Option on the CallManager
CCMIPIVR.VM.
Activity Procedure
Step 40

https://<CallManager hostname or IP Address>/ccmadmin
Step 41
as: training. Click Next.
Step 42
From the Cisco CallManager Administration screen choose Device > CTI Route
Point.
Step 43
Click the link to Add a New CTI Route Point.
Step 44
At the CTI Route Point Configuration screen, enter the Device Name as
RP_8000, Add a description Outbound Abandon, and select the Device Pool as
Default using the drop down list.
Step 45
Step 46
At the dialog box stating The CTI Route Point has been inserted. Click the OK
button.
Step 47
At the Directory Number Configuration screen, enter the Directory Number as

8000. Then click the Add button.
Step 48
At the dialog box stating The directory number has been assigned, click the OK
button.
Step 49
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 50
Click the link to Back to Find/List CTI Route Point.
Step 51
The RP_8000 Route Point is not registered yet.
Step 52
From the Cisco CallManager Administration screen choose User > Global
Directory.
Step 53
At the User Information screen, click the Search button. Then click on the
ipivruser_1.
Step 54
At the User Configuration screen, click on the link for Device Association.
Step 55
At the Device Association screen, click on the button for Select Devices. A list of
devices appears.
Step 56
Check the box for RP_8000, and select No Primary Extension. Click the Update
button and click OK at the update dialog box.
Step 57
The RP_8000 CTI Route Point is now in Controlled Devices for ipivruser_1.
The RP_8000 CTI Route Point has been created and associated with ipivruser_1.
Lab Guide Volume 2
61
Task 17: Create an Outbound Administrative Script

The student will create an Outbound Administrative script on the SYSIPCC VM.
Activity Procedure
Step 1
Program Group.
Step 2
bar. When the Create A New Script window appears, select the globe icon for
Administrative script.
Step 3
A new administrative script will open in edit mode.
Step 4
diagram.
Step 5
Step 6
Configure the properties of the first Set Variable properties: as follows:
Object Type:
SkillGroup
Object:
Outbound.SG
Variable:
OutboundControl
Value:
PREDICTIVE_ONLY (Type this text as is)
Step 7
62
Configure the properties of the second Set Variable properties: as follows:
Object Type:
SkillGroup
Object:
Outbound.SG
Variable:
OutboundPercent
Value:
100 (Type this as text)
Step 8
errors or warnings.
Step 9
Save the script as Outbound_Admin.
Step 10
Schedule Outbound_Admin script scheduled to run once every minute for a total of
1,440 times every day.
Outbound_Admin
The Outbound_Admin script has been created, validated, saved, and scheduled.
Lab Guide Volume 2
63
Task 18: Create an Outbound Reservation Script

The student will create an Outbound Reservation script on the SYSIPCC VM.
Activity Procedure
Step 1
Program Group.
Step 2
Routing script.
Step 3
Step 4
diagram.
Step 5
Step 6
errors or warnings.
Outbound
Step 7
Save the script as Outbound.
Step 8
Schedule Outbound script with Outbound_CT call type and map to Outbound
dialed number.
64
The Outbound script has been created, validated, saved, and scheduled.
Task 19: Create an Outbound Abandon Script

The student will create an Outbound Abandon script on the SYSIPCC VM.
Activity Procedure
Step 1
Program Group.
Step 2
Routing script.
Step 3
Step 4
diagram.
Step 5
Step 6
errors or warnings.
Outbound_Abandon
Step 7
Save the script as Outbound_Abandon.
Step 8
Schedule Outbound_Abandon script with Outbound_Abandon _CT call type and

map to Outbound_Abandon dialed number.
The Outbound_Abandon script has been created, validated, saved, and scheduled.
Lab Guide Volume 2
65
Task 20: Create the Sales_Survey.txt data file

The student will create a Sales_Survey.txt data file containing the numbers to import for the
campaign on the SYSIPCC VM.
Activity Procedure
Step 1
Click on the desktop icon for Notepad Text Editor.
Step 2
Enter several (4) comma delimited lines of text containing:

LastName,FirstName,Phone01,AccountNumber. (See example below).
Kollins,Julie,9503,3745
Burns,Begum,9503,4721
Step 3
Save this as Sales_Survey.txt
Step 4
There is a preconfigured file on your desktop named ORIG_Sales_Survey.txt. You

can copy the contents of this file into your Sales_Survey.txt file.
Step 5
Copy this Sales_Survey.txt file to the C:\Import folder. As soon as you copy the
file to the C:\Import folder, it should get renamed to Sales_Survey.txt.bak. This is
due to the settings in the Outbound Import Rule.
66
The Outbound.txt file has been created, placed in the Import directory, and renamed after
import to Sales_Survey.txt.bak.
Task 21: Testing the Outbound Option

The student will test Outbound.Option.
Activity Procedure
Step 1
On Agent VM, Login and make Ready your Outbound agent.
Step 2
On SYSIPCC VM, copy your Sales_Survey.txt file to the C:\Import directory.
Step 3
The extension of your Outbound Agent (9501) will receive 1 ring (reserved), then
the Outside Caller (9503) extension will be called.
Step 4
Answer the call on extension 9503.
Step 5
The Agent extension (9501) will ring and the call will be passed to this agent
Step 6
End the call by hanging up extension 9503
Step 7
This will continue until the dialer runs out of records.
The Sales_Survey.txt file has imported, the campaign starts, and the outbound calls are
placed to customers in the list.
If not working correctly, double check your IP Phone directory number settings. Call
Waiting should not be disabled. Ensure the Busy Trigger is greater than 1.
On the IPCCDialer VM check the ipcc.Dialer.BADialer process. For the Ports section, it
should reflect C:5,R:5,B:0 (C = configured, R = reserved, and B = blocked). If this is not
displayed correctly, go to the SYSIPCC VM and in the Web Administration Tool, under
System Management> Machine Management> Service Management click on the link for
IPCCDialer (Outbound Controller) and check the boxes for the Dialer and PG4A and select
the Cycle button. After the services have cycled, go to the IPCCDialer VM and check the
DADialer process again. It should now should reflect C:5,R:5,B:0.
Lab Guide Volume 2
67

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IPCCE

Lab Guide Volume 2

Student Lab Guide

Lab Guide Volume 2

1: System IPCC Installation

1. Initial Setup Configuration

1. Web Administration Deployment Wizard

3: Post Installation Configuration

1. Configure a Desk Setting

5: Cisco Desktop Installation

9. Installing Cisco Desktop Administrator (CDA)

1. Creating the IPCC Sales Script

1. Install Cisco Desktop Administrator (CAD)

9: Cisco Outbound Option Installation

1. Joining the IPCCDialer to the Domain

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Lab 1: System IPCC Installation

Install Cisco System IPCC

The DCDNS VM powered up and logged in as student

The SYSIPCC VM powered up and logged in as student

The CCMIPIVR VM powered up and logged in as student

SysIPCC Release 7.0 Media

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 2

DOS Command Prompt

Used to as a browser for web access to machines and files

IP Contact Center Enterprise Student Guide Volume 2

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 1: Initial Setup Configuration

The student will install System IPCC Release 7.0.

Click on the tab SysIPCC to focus on the SystemIPCC VM.

Change directory to the install directory by typing cd\install.

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

At the Installation Drive screen, select C, and then click Next.

At the Set up Type screen, select Side A (Choose for Simplex

At the IPCC Machine Installation dialog window to Configure IPCC to run

At the Select Organizational Unit dialog window, select the SIPCC.TRNG

The IPCC Machine Installation - Success dialog window opens stating

At the next IPCC Machine Installation dialog window to Configure IPCC

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 2

At the Installshield Wizard Complete screen, click Finish.

Before launching the Cisco IPCC Enterprise Web Configuration utility,

The Cisco IPCC Enterprise installer has completed

IP Contact Center Enterprise (IPCCE) v1.0

Copyright 2006, Cisco Systems, Inc.

Task 2: Install the Cisco JTAPI Plugin

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

At the Security Alert screen, click OK.

From the Cisco CallManager Administration screen, choose Application> Install

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

At the Maintenance Complete screen, click Finish.

Close your browser, and restart the SYSIPCC VM.

Copyright 2006, Cisco Systems, Inc.

Lab Guide Volume 2

Lab 2: Deployment Wizard

The DCDNS VM powered up and logged in.as student

The SYSIPCC VM powered up and logged in.as student

The CCMIPIVR VM powered up and logged in as student

IP Contact Center Enterprise (IPCCE) v1.0