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Cisco ICM Software IPCC Laboratory Guide, ICM
Version 5.0
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Cisco ICM Software IPCC Laboratory Guide
Table of Contents
About This Guide ......................................................................................1
Audience............................................................................................. 1
Document Structure ............................................................................. 1
Related Documentation ......................................................................... 2
Obtaining Documentation ...................................................................... 2
Documentation Feedback ...................................................................... 3
Obtaining Technical Assistance............................................................... 4
Introduction .............................................................................................5
Hardware Components.......................................................................... 5
Software Components........................................................................... 6
Requirements ...................................................................................... 1
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SAMPLE SCRIPTS.......................................................................................111
Basic Routing Script .............................................................................113
GLOSSARY .................................................................................................126
INDEX .......................................................................................................132
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Audience
Document Structure
Related Documentation
Obtaining Documentation
Documentation Feedback
Audience
This document is written for anyone who is responsible for setting up and configuring
an IPCC laboratory system and the products of which it is comprised.
Document Structure
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Cisco ICM Software IPCC Laboratory Guide
Sample Scripts—This section provides sample ICM routing scripts to help you
get started.
Test Case—This section provides a simple test case that you can use to test your
laboratory setup.
Related Documentation
Obtaining Documentation
The following sections explain how to obtain documentation from Cisco Systems.
You can access the most current Cisco documentation on the World Wide Web at the
following URL:
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Cisco ICM Software IPCC Laboratory Guide
http://www.cisco.com
http://www.cisco.com/public/countries_languages.shtml
Documentation CD-ROM
Ordering Documentation
Registered Cisco Direct Customers can order Cisco product documentation from
the Networking Products MarketPlace:
http://www.cisco.com/cgi-bin/order/order_root.pl
Registered Cisco.com users can order the Documentation CD-ROM through the
online Subscription Store:
http://www.cisco.com/go/subscription
Documentation Feedback
You can provide feedback about Cisco product documentation in the following ways:
If you are reading Cisco product documentation on Cisco.com, you can submit
technical comments electronically. Click Leave Feedback at the bottom of the
Cisco Documentation home page. After you complete the form, print it out and
fax it to Cisco at 408-527-0730.
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Cisco ICM Software IPCC Laboratory Guide
To submit your comments by mail, use the response card behind the front cover
of your document, or write to the following address:
Cisco Systems
Cisco provides Cisco.com as a starting point for all technical assistance. Customers
and partners can obtain documentation, troubleshooting tips, and sample
configurations from online tools by using the Cisco Technical Assistance Center (TAC)
Web site. Cisco.com registered users have complete access to the technical support
resources on the Cisco TAC Web site.
http://www.cisco.com/tac
http://www.cisco.com/public/support/tac/home.shtml
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Cisco ICM Software IPCC Laboratory Guide
Introduction
The Cisco IPCC system is part of the Cisco Architecture for Voice, Video, and
Integrated Data (AVVID). IPCC functions as a virtual ACD. Some of the capabilities
of IPCC include intelligent multichannel contact routing, ACD functionality, network-
to-desktop computer telephony integration (CTI), interactive voice response (IVR)
integration, call queuing, and consolidated reporting.
With IPCC, the contact center manager can configure agents to handle inbound and
outbound voice, Web collaboration, text chat, and e-mail requests and have the
agents switch between those media on a task-by-task basis. Customers can choose
the medium that is most comfortable and convenient for them.
Hardware Components
The following figure shows the hardware components of the IPCC laboratory system:
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Cisco ICM Software IPCC Laboratory Guide
Legend:
2) Media Convergence Server 7835 (for Cisco CallManager and Cisco IP-IVR
software)
Software Components
The following major software components are included in the Cisco IPCC system:
Cisco CallManager
Cisco CallManager
CallManager provides features for which organizations have traditionally used PBX
systems. CallManager uses open standards, such as TCP/IP, H.323 standards (for
packet-based multimedia communications systems), and Media Gateway Control
Protocol (MGCP). CallManager allows deployment of voice applications and the
integration of telephony systems with Intranet applications. The CallManager
software must be installed on the Cisco Media Convergence Server (MCS).
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CallManager takes care of the switching requirements of the IPCC system. It uses
Microsoft Internet Information Server (IIS) to allow remote administration with a
standard Web browser, and it provides the basic services required for IP telephones,
such as mapping IP addresses to specific devices and extensions, and managing
Cisco Voice Gateways.
Cisco IP-IVR
IP-IVR automates the handling of calls by autonomously interacting with users. IP-
IVR processes user commands to facilitate command response features such as
access to checking account information or user-directed contact routing. IP-IVR also
performs prompt and collect functions to obtain user data such as passwords or
account identification. Cisco IP-IVR supports Open Database Connectivity (ODBC)
access to Microsoft SQL Server, Oracle, Sybase, and IBM DB2 databases.
You can use IP-IVR to extract and parse Web-based content and present the data to
customers using a telephony or HTTP interface.
IP-IVR communicates with ICM software by way of the Service Control Interface
(SCI) protocol.
Note: Although not described in this guide, the Cisco Internet Service Node (ISN)
can be used in place of Cisco IP-IVR.
ICM software provides the intelligence needed to make call by call routing decisions
for your contact center. Your company can interact with its customers by way of the
Internet or PSTN across an enterprise of automatic call distributors (ACDs),
interactive voice response units, Web and e-mail servers, desktop applications and
more.
At the network level, ICM software profiles each customer using data such as Dialed
Number (DN), Calling Line ID (CLID), Caller Entered Digits (CED), data submitted on
a Web form, and information obtained from a customer-profile database. At the
same time, the system knows which resources are available to meet the customer's
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As part of IPCC, ICM software provides ACD functionality including monitoring and
control of Agent State, routing and queuing of contacts, CTI capabilities, real-time
data for agents and supervisors, and historical reporting for management.
Blended Agent is a component of ICM software that is sold separately but is installed
during the installation of the ICM Logger. Blended Agent provides outbound dialing
functionality. The Blended Agent Dialer and Campaign Manager can be installed on
the same machine as the other ICM software components.
Also, part of ICM software are the CTI Object Server and the multimedia
components, but these components require additional machines. The following
sections describe these components:
Collaboration Server routes caller requests through the Cisco Media Blender firewall
gateway service to the media routing peripheral gateway (MR-PG). The MR-PG
sends the request to the ICM CallRouter. Using variables in the Web request, the
Collaboration Server determines the media class and queue type to which the
request should be submitted, and based on these variables, sends a message to ICM
software. ICM software picks the agent or the resource best suited and available
based on the business logic written in the routing scripts.
Dynamic Content Adapter (DCA) works with Collaboration Server to assist in the
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sharing of SPLIT content pages. SPLIT is an acronym for secure, personalized, live,
interactive, and transactional Web content. Collaboration Server provides Web page
collaboration by sharing URLs. While this methodology can be sufficient for sites that
can reproduce pages using a URL, most Web sites now include at least some SPLIT
content.
DCA is typically deployed outside the corporate firewall alongside the Collaboration
Server. However, you can also deploy DCA behind a firewall as long as the following
conditions are met:
The server can access the Web content to be shared either directly or through a
Web proxy.
When a customer sends an e-mail message asking for help, the message is read
from the POP3 server into the E-Mail Manager rules engine and then is placed in the
appropriate skill group queue. E-Mail Manager sends a route request by way of the
MR-PG to the ICM Router, which routes the request to an available agent.
Media Blender is designed for Web and computer telephony integration (CTI). It
provides an integration platform for session tracking, event distribution, and CTI
workflow. Media Blender functions as an event bus, sharing software events
between Collaboration Server and IPCC.
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CTI OS Server
CTI OS Toolkit
The CTI OS Agent Desktop is supported on all Time Division Multiplexing (TDM)
peripherals supported by CTI OS. See the Cisco ICM Software CTI OS System
Manager's Guide for a list of TDM peripherals that CTI OS currently supports. The
IPCC Supervisor Desktop is supported for use with Cisco IPCC only; it is not
supported for use on TDM peripherals.
Note: Although not described in this guide, the Cisco Agent Desktop (CAD), Version
4.4.1, can be used in place of CTI OS.
Requirements
This section describes the hardware and software requirements for setting up the
IPCC system in a laboratory environment.
Hardware Requirements
Media Convergence Server, 7835 (rack mount) or 7825 (PC) for CallManager and
IP-IVR.
Server running Windows 2000, SP2 for ICM and CTI OS software
600 MHz
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512 MB RAM
10 GB disk
600 MHz
256 MB RAM
4 GB disk
600 MHz
256 MB RAM
4 GB disk
600 MHz
256 MB RAM
4 GB disk
600 MHz
512 MB RAM
10 GB disk
Software Requirements
The following software versions are supported by the IPCC Version 5.0 system:
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Cisco E-Mail Manager, Version 5.0. Note that a POP3 server is required for E-Mail
Manager in order to send and receive e-mail messages.
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Using IPCC in a laboratory environment requires less equipment than you would
need in a production environment. You need only six main boxes for a laboratory
setup. In a more heavily trafficked production environment, you would most likely
want to install IP-IVR and the ICM Logger on separate machines. The CTI OS Agent
and Supervisor Desktops would also be separated, and Collaboration Server and E-
Mail Manager would each require two machines (one for the database server and one
for the client).
In a laboratory environment, the CallManager software and IP-IVR software can both
run on the Media Convergence Server (MCS). You can choose either the rack mount
MCS 7835 or the desktop PC MCS 7825. All of the basic ICM software (not including
the multichannel software) and the CTI OS software can be installed on one
machine. If you are using Blended Agent (BA), both the BA Campaign Manager and
Dialer components can be installed on the same sprawler machine. For the
multichannel applications, install Collaboration Server on a separate machine from
Media Blender and Dynamic Content Adapter. Install E-Mail Manager on its own
machine.
You also need at least three Cisco 7960 IP phones for testing purposes. Installation
instructions are packaged with the phones.
1. Cisco CallManager (see the Cisco CallManager Installation Guide). Make note of
the IP address or the host name. You will need this information later. The MCS
on which you install CallManager must be configured as a Dynamic Host Control
Protocol (DHCP) server so that CallManager can work with the IP phones.
2. Cisco IP-IVR (See the Installing Cisco CRA chapter of the Getting Started with
Cisco Response Solutions Guide). Make note of the IP address or the host name.
You will need this information later. Be sure to select Enable ICM during the
installation.
3. Install the WebView Third-Party Installer software and the Infomaker software
before installing the ICM software. See the Cisco ICM Software WebView
Installation Guide for instructions.
4. Cisco ICM software (see the Cisco ICM Software IPCC Installation and
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Configuration Guide). See the section Installing an ICM Sprawler before you
begin the installation. Note that you need to configure CallManager and IP-IVR
before you install the ICM software.
5. Install the JTAPI Client on the server where you installed the ICM software. See
the Installing the JTAPI Client section for instructions.
6. Install the Cisco CTI Object Server (see the Cisco ICM Software CTI OS System
Manager's Guide) on the same machine as the ICM software. See the CTI Object
Server section for additional details. You can use either CTI OS or Cisco Agent
Desktop (CAD) for your desktop needs. CAD is not described in this guide.
7. Install Cisco Collaboration Server (see the Cisco Collaboration Server Installation
Guide). Before you can use Collaboration Server, you must set up a connection
to Media Blender. See the Collaboration Server section for more information.
8. Install Cisco Dynamic Content Adapter (see the Cisco Dynamic Content Adapter
Installation and Integration Guide). Do not install DCA on the same machine as
Collaboration Server. See the Dynamic Content Adapter section for details.
9. Install Cisco Media Blender (see the Cisco Media Blender Installation Guide). Do
not install Media Blender on the same machine with either Collaboration Server or
Dynamic Content Adapter. During the installation of Media Blender, you must
configure some files before starting Media Blender. See the Media Blender
section for more information.
10. Install Cisco E-Mail Manager (see the Cisco E-Mail Manager Installation and
Configuration Guide). Note that the configuration of E-Mail Manager takes place
during the installation process. See the E-Mail Manager section for more
information.
The Checklist of Tasks section can serve as a guide when setting up all the hardware
and software components.
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Checklist of Tasks
Hardware installation
Software installation
CallManager configurations
IP-IVR configurations
The tasks are listed in the order in which they are to be completed, unless otherwise
noted. Also noted are instances where documents other than this guide are needed
to complete the tasks.
For instructions on how to install the hardware, see the documentation that is
packaged with each hardware component.
14. Install the CallManager software on the MCS. Make note of IP address or host
name.
15. Install the IP-IVR software on the MCS. Make note of IP address or host name.
(At this point complete the CallManager configuration tasks and IP-IVR
configuration tasks before the remaining installation tasks)
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18. Install the ICM software on a server (note exceptions when installing on one
machine). During the installation of the software, you will also configure the
CallManager PG, the CallManager and IP-IVR PIMs, the MR-PG, and the CTI
Server. If you are using Blended Agent, it will be installed on this server.
19. Install the JTAPI Client (from the CallManager Install Plugins page) on the server
where the ICM software is installed .
20. Install the CTI OS software on the same server with ICM software (note that you
will configure CTI OS as you install it. Do this after installing ICM software).
21. Install all the Cisco Collaboration Server software on one server.
22. Install Dynamic Content Adapter on its own server. Be sure not to install DCA on
the server with Collaboration Server.
23. Install Cisco Media Blender on a separate server. Do not install Media Blender on
the same machine as Collaboration Server or DCA.
24. Install Cisco E-Mail Manager client and database software on one server.
Configuration of E-Mail Manager takes place during the installation. See Cisco E-
Mail Manager for more details.
For instructions on how to install the software, see the installation guides for each
product. Some installation information is provided in this guide as well.
Create JTAPI users and associate each device with a user. Make note of
CallManager host name (in the JTAPI provider field), as well as the user name
and password for each user.
Configure Blended Agent Dialer port devices and associate each dialer port
with the user.
Note: Do not complete this task until after you configure Blended Agent.
See the ICM Software Configuration Tasks section. Complete this step only if
using BA for outbound dialing.
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Start the Application Engine (do this after all other configurations are done)
Configure the PG
Configure Services
Configure Agents
Configure Routes
Configure Labels
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CTI OS Related Configuration (do this task after completing the CTI OS tasks)
With the exception of how to create and schedule ICM scripts, instructions for
completing these tasks are provided in this guide. Sample scripts are also provided,
but you will need the Cisco ICM Software Scripting and Media Routing Guide.
Create and configure an ODBC file Data Source Name on the CTI OS server
machine.
Start CTI OS and its associated processes from ICM Service Control.
These tasks are described in this guide, but you will need the Cisco ICM Software CTI
OS System Manager's Guide.
To configure ICM for multichannel routing, you must complete the following tasks:
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These tasks are described in this guide, but you will need the Cisco ICM Software
IPCC Installation and Configuration Guide as well.
Run the Integrate with ICM wizard to define the Collaboration server
application instance and to establish the AW connection . Configure the
connection to the ICM Admin Workstation.
Enable the Media Routing Domains that were created using ICM software and
which Collaboration Server will use.
Set up the two-way RMI connection to Media Blender, and copy two files to
Media Blender.
Enable the ICM agent peripherals that were created using ICM software.
Migrate any skill groups and agents that exist and were created in the
standalone Collaboration Server.
When the wizard is complete, create callform HTML pages that capture
information necessary to accomplish the ICM scripts.
Use the Verify and Sync utility to synchronize the Collaboration Server
database with the ICM database.
Some guidance for these tasks is provided in this book, but you will need the Cisco
Collaboration Server Administration Guide and the Cisco Collaboration Server
Administration online Help as well.
Some guidance for these tasks is provided in this book, but you will need the Cisco
Dynamic Content Adapter Installation and Integration Guide.
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Configure the firewall gateway service for the MR and ARM stubs in the
FirewallGateway.properties file.
Enable the firewall gateway service using the service1 property in the
blender.properties file.
Some guidance is provided for these tasks in this book, but you will need the Cisco
Media Blender Administration Guide as well.
Configure a CEM instance on E-Mail Manager using the value from the
instance you created for CEM using the ICM Configuration Manager.
Log in to the Administration Desktop and enable one or more peripherals for
the E-Mail Manager instance.
After selecting a peripheral, create a skill group. Repeat for any additional
skill groups.
Create agents using E-Mail Manager or enable agents created using the basic
ICM software or the Web Collaboration Option.
Some guidance for these tasks is provided in this book, but you will need the Cisco
E-Mail Manager Installation and Configuration Guide and the Cisco E-Mail Manager
Online Help as well.
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For a laboratory setup, you can choose to install all of the ICM software as a
sprawler; that is, you can install all the components on one server.
Note: You can also choose to install the ICM software on more than one machine,
and you need more than one machine in a production environment. See the
Alternative Lab Setup system diagram for an example of the ICM components
installed on two machines.
When you choose to install the ICM software on one machine, there are still some
networking considerations. Note that the ICM Logger can act as a domain controller
for the Windows 2000 domain. An administrative user with domain administrator
privileges should be used to log in to the server on which you install the ICM
software. Before you install the ICM software, be sure to read the Windows 2000
Domain Mode section of the Cisco ICM Software IPCC Installation and Configuration
Guide.
The ICM installation guide also contains a helpful Machine Names section for
guidance on naming the machine(s) on which the ICM software runs.
If you are installing the ICM software components as a sprawler, there are some
exceptions to the instructions provided in the installation guide. These exceptions
are noted in the following sections.
CallRouter Installation
On the Router Properties dialog box, be sure you select Production mode, No
system reboot on error, and Side A.
On the Router Component Properties dialog box, leave the Network Interface
Controllers unchecked.
On the Network Interface Database dialog box, clear all Node B fields.
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Logger Installation
On the Logger Properties dialog box, in addition to the defaults, select Historical
Data Replication.
On the Logger Component Properties dialog box, make sure nothing is selected
unless you are using Blended Agent. The Blended Agent Campaign Manager
resides on the ICM Logger.
If you want to use Blended Agent for outbound dialing, be sure to enable the
Blended Agent option in the Logger Component Properties window, then click
Configure. The Blended Agent Configuration window displays. Enter the SQL
server name and the number of connection checks (heartbeats) in milliseconds
(default is 500) from BA Import to Campaign Manager. Click OK. Note that you
can install one BA Dialer and Campaign Manager on the ICM sprawler. See the
Blended Agent section for details.
On the Network Interface Properties dialog box, clear all Node B fields
When using the ICM Database Administrator tool to create the Logger Database,
set the data size to 500 MB and the Log size to 100 MB.
When using the ICM database administrator tool to create the Blended Agent
private database, set the data size to 300 MB and the Log size to 100 MB.
On the Admin Workstation Properties dialog box, select the Real-time Distributor
button.
On the Real-time Distributor Node Properties dialog box, select the Web-based
Monitoring check box, clear the Router and Logger Side B fields, and select
Historical Data Server.
Be sure to enable the CMS node checkbox under Node Manager Properties.
When using the ICM Database Administrator tool to create an Historical Data
Server database, set the data size to 500 MB and the Log size to 100 MB.
If you are using Blended Agent for outbound dialing, be sure to enable the
Blended Agent Support option in the Admin Workstation Client Properties
window.
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When creating a generic Peripheral Gateway (PG), you need to add two Peripheral
Interface Managers (PIMs) to the PG—one for CallManager and another for IP-IVR.
Note the following:
On the Peripheral Gateway Properties dialog box, add two client types:
CallManager/SoftACD and VRU.
On the Add PIM box, select CallManager/SoftACD for PIM1, which is the
CallManager PIM. Then select VRU for PIM2, which is the IP-IVR PIM.
Service: Ipcc9p
On the VRU Configuration (PIM2) dialog box, add the following values:
On the Peripheral Gateway Component Properties dialog box, make a note of the
logical controller ID (5000) and select the Service Control and Queue Reporting
options.
On the Peripheral Gateway Network Interfaces dialog box, remove any value
references for side B.
Note: If you plan to use the Multichannel applications, you need to create a Media
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Routing PG with two PIMs for Collaboration Server and E-Mail Manager. If you plan
to use Blended Agent for outbound dialing, you need to add another PIM for BA to
the MR-PG. See the MR-PG section for more information.
On the CTI Server Properties dialog box, be sure that Production mode and Side
A are selected. In the CG node properties section of that box, select a CG Node
from the ID field drop-down list. Be sure the CG number matches the PG
number; for example, for PG1, the ID field should read CG1.
On the CTI Server Component Properties dialog box, make a note of the Client
Connection Port Number, which is typically 42027.
On the CTI Network Interface Properties dialog box, be sure there are values for
Node A but none for Node B in the three sections of that box.
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The Cisco JTAPI Client empowers application developers to enable their Java-based
business applications for enterprise CTI. The JTAPI Client does this by encapsulating
the communication protocol exposed by the CTI Server in a simple to use Java bean.
As a Java bean, thin-client Cisco JTAPI Client applications can be deployed as stand-
alone Java applications or as applets embedded within an HTML page in a browser.
The JTAPI Client is written in pure Java; that is, it does not use any vendor-specific
extensions to the Java language. This ensures that any applications written with the
Cisco JTAPI Client product will be portable across operating systems and browsers.
Note: Before installing the JTAPI Client, be sure you have completed all the
CallManager and IP-IVR Configuration tasks.
1. Open the Internet Explorer or the Netscape Navigator browser on the machine
where you have installed the ICM sprawler.
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7. On the File Download box, select the Run this program from its current
location radio button and click OK.
10. Be sure to reboot the machine when the JTAPI client is installed.
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The following system diagram shows another possible setup of the IPCC laboratory
system, one that does not install the ICM software as a sprawler. Note that the ICM
software is installed on two machines instead of one and Cisco Media Blender is
installed on the machine with the peripheral gateways.
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1. CallManager
2. IP-IVR
3. ICM Software
5. Multichannel software
See the Sample Values section for sample data you might want to use when
configuring the IPCC system.
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Sample Values
When you are configuring your IPCC system, you can use the following values for a
sample business case or create your own values. This business has one contact
center in Boston, MA. You will notice these values in the configuration instructions,
but if you prefer to use your own unique values, just ignore the suggested value and
provide a substitute.
The following table provides sample values for the Boston contact center:
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CallManager Configurations
1. IP Phones
3. CTI Ports
4. JTAPI Users
When you have completed the CallManager configurations, see the CallManager
configuration checklist.
IP Phones
http://IPCC<CallManager Server>P/CCMADMIN
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25.
26. Note: You can also navigate to this screen from the Start menu on your desktop
by selecting Start > Programs > Cisco CallManager > Cisco CallManager
Administration.
2. From the Device drop-down list, select the Add a New Device option.
28.
3. From the Device type list box, select the Phone option.
30.
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4. From the Phone type list box, select the Cisco 7960 option and click Next.
32.
5. Find the MAC address for the Cisco IP phone. The MAC address is printed on a
sticker on the back of the phone. It can also be displayed in the phone's LCD
display by pressing the Settings button, highlighting Network Configuration, and
then pressing the Select button.
6. Enter the MAC address in the MAC Address field on the Phone Configuration
screen. A description appears automatically in the Description field. This is the
MAC address preceded by the letters "SEP."
7. Select Default for the Device Pool field. Default 7960 appears in the Phone
Button Template field.
8. Click Insert.
33. A message appears asking, "The phone has been inserted in the database.
Would you like to add a directory number for line 1 of this phone now?"
9. Click OK.
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35.
10. Enter 9501 in the Directory Number field (per table in the Sample Values
section.
Note: Remember to configure all the IP phones you plan to use. Enter 9502 in the
Directory Number field and the Display field for the second IP phone, enter 9503 for
the third IP phone, and so forth.
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A CTI Route Point is a virtual device that can receive multiple simultaneous calls for
the purpose of application-controlled redirection. Once a CTI Route Point has been
created, lines (directory numbers) can be added and configured. Applications that
use CTI route points include the Cisco IP Interactive Voice Response (IP-IVR) system
and Cisco JTAPI with ICM.
Calls are directed to CTI Route Points, which subsequently route the call to an
available CTI port, the front end of the application. A CTI Route Point is the number
a caller dials to access the application. A CTI Route Point must be configured for
each application.
1. From the CallManager Administration screen, select Device > Add a New
Device.
2. From the Device Type drop-down list, select CTI Route Point and click Next.
38.
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6. Click Insert.
7. Click OK.
41.
42. Verify the CTI Route Point when finished by viewing the CTI Route Point
Configuration fields.
Note: Create any other CTI Route Points you plan to use.
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CTI Ports
A CTI Port is a virtual port. It is analogous to a trunk line in a traditional ACD or PBX
setting. The CTI Port allows access to the Post Routing capabilities of the IP-IVR.
2. On the Find and List Phones page, click Add a new phone, which is in the upper
right corner of the page.
3. On the Add a New Phone page, select CTI Port from the Phone type drop-down
list and click Next.
44.
4. Add a unique name for the device in the Device Name field; for example, 8001.
In the Description field, add "Post Route Port" preceding "8001."
5. Select Default for the Device Pool field and click Insert.
45. A message appears stating that the phone has been inserted.
6. Click OK.
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47.
9. Click Insert.
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JTAPI Users
CallManager supports JTAPI for deploying telephony applications. After you install
Cisco JTAPI, you have access to the Cisco CallManager directory. The directory
stores user profiles, application logic, and network-specific configuration information,
such as the location of network resources and system administrator authentication.
Cisco JTAPI uses the directory to determine which devices it has the privilege to
control.
Users have Web access so they can change their speed dial and forward numbers on
the Web. A user must be associated with a device. The name and directory number
of that device must be specified in the user area. You must configure a JTAPI user
for the connection to the ICM software and a second JTAPI user for the connection to
the IP-IVR.
1. From the CallManager Administration screen, select User > Add a New User.
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49.
2. In the UserID field, enter the User ID, and in the User Password field, enter the
password.
3. For the CallManager peripheral gateway (PG) user, these must be the same as
the JTAPI user in ICM Setup. For the IP-IVR User, the information must match
IP-IVR configuration.
4. In the PIN field, enter an IP phone password (at least five characters) and then
enter it again in the Confirm PIN field. You cannot leave this field blank.
7. To put the user and the route point together you must associate the devices.
Click Device Association and then click Select Devices. All the Device names
and extensions appear.
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50.
8. Select all of the devices that you want this user to control. The CallManager PG
User controls the IP phones; the IP-IVR User controls the Route Points for IP-IVR
DNs and the Ports.
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You need to set the configuration of each IP phone so you can find the IP address
and connect to CallManager. To set the configuration of an IP phone, complete the
following steps:
3. On the Settings menu, arrow down to Network Configuration and press Select.
4. On the Network Configuration menu, arrow down to Alternative TFTP and press
Yes.
6. Then power cycle the phone. If you are using power plugs, pull the cord out of
the phone and put it back in again. If you are using inline power, disconnect and
then reconnect the network cable.
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Important: Do not complete this step until after you have completed the ICM
configurations for Blended Agent. See the Blended Agent section for additional
details.
Blended Agent uses CallManager to place calls. After creating a dialer port map in
ICM software, you must create dialer port devices using CallManager.
1. After configuring the Dialer Port Map in ICM software, click the Export button to
save the port map configuration to a CSV-formatted text file, such as
DialerportExport.csv.
2. Using the CallManager BAT tool (select Application > BAT), create a new phone
template. (Note that the CallManager BAT tool must first be installed. You can
install the BAT tool from the CallManager Install Plugins page.) Select the Cisco
30 VIP phone choice, set the device pool, and choose the Default 30 VIP phone
button template.
3. Insert a single line with no speed dials (for Cisco CallManager 3.2 and higher).
4. Copy the exported CSV file to the BAT tool phone directory on the publisher
CallManager (typically C:\Batfiles\Phones).
5. Using the BAT tool, choose Configure Phones and select the exported CSV file and
newly created phone template to import the file and create the new devices.
6. Associate the newly created devices with the CallManager user you created for
the CallManager PG. From the CallManager Administration page, select User >
Global Directory and click Search. Click the PG user (BCM_PGUSER) which you
created earlier. Click Device Association. In the Device List Filter, select
Directory Number and enter the first few digits of the newly created dialer
ports. Click Select Devices. Make sure the check box next to each dialer port is
checked.
7. Click Update.
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Before you begin the IP-IVR configurations, check to be sure you have completed the
following tasks:
Added Post Route CTI Ports 8002 — 8005 for your Boston Contact Center
Used the correct User name and Password (make a note of these for the IP-
IVR JTAPI user)
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IP-IVR Configurations
1. Directory Profile
5. ICM Subsystem
6. VRU Scripts
7. Application Engine
When you have completed the IP-IVR configurations, check the IP-IVR Configuration
Checklist.
The directions in this section apply to CRA version 2.2.5. If you are using a different
version, refer to the CRA/IPCC Express documentation for information on configuring
IP-IVR.
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Directory Profile
Within the IP-IVR, you must enable the ICM subsystem and create a directory profile
for each Cisco IP-IVR system. The directory profile contains the directory host name
or IP address, directory port number, directory user (DN), directory password, base
context, server type, and the configuration profile name. There are two directories
associated with each IP-IVR system—the Configuration Directory and the Repository.
The ICM subsystem of the Cisco IP-IVR system allows the IP-IVR system to interact
with the ICM software. The ICM Service Control interface allows the ICM software to
provide call-processing instructions to the IP-IVR system. It also provides ICM
software with event reports indicating changes in call state.
Each IP-IVR system has its own Configuration Directory in the Lightweight Directory
Access Protocol (LDAP) directory for storing configuration information.
The Repository is the subdirectory in your LDAP directory where the Cisco IP-IVR
scripts are stored. By default, every time you create a configuration directory, the
Cisco Application Administration creates an identically named repository, but if you
select the checkbox for the use a different repository profile option, multiple IP-
IVR directory profiles can share one easily updated repository. The repository keeps
one backup version of each script for recovery purposes. You can revert to the
previous version if necessary. You manage the IP-IVR scripts with the Repository
Manager, which is installed with both the Cisco Application Editor and the Cisco
Application Engine.
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52.
3. Click Setup.
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54.
5. Create a new repository by selecting the Initialize profile check box. This
creates a new script repository directory with the same name as the profile.
55. Note: If the version of CRS you are using does not have a check box beside
"Initialize Profile," simply click OK.
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56.
58.
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JTAPI User
You must configure one JTAPI user in Cisco CallManager for every Cisco IP-IVR
system. This configuration allows the IP-IVR system to control CTI ports and CTI
route points. The User area in CallManager Administration allows the administrator
to display and maintain information about CallManager users. Users must be
associated with a device. The name and directory number of that device must be
specified in the User area. Cisco JTAPI uses the CallManager directory to determine
which devices it has the privilege to control.
To configure a Cisco JTAPI user for the Cisco IP-IVR, complete the following steps:
1. From the IP-IVR Main Menu page, select the JTAPI option.
60.
61. Note that the JTAPI provider is the CallManager host name.
2. Fill in the information for the User (name and password) that you created in Cisco
CallManager.
3. Click Update.
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A CTI Port group is a group of access points into the IPCC telephone network. A CTI
port is a virtual device that is used by CallManager applications, such as Cisco
SoftPhone, Cisco IP AutoAttendant, and Cisco IP-IVR to create virtual lines. CTI
ports are configured through the same CallManager Administration area as phones,
but require different configuration settings.
You use CTI port groups to associate Cisco IP-IVR applications (such as IP-IVR),
translation routes, post routes, busy treatments, and reroute on ring no answer
treatments with a Cisco ICM trunk group.
CTI ports in a CTI port group must have consecutive directory numbers. For
example, if you want twenty CTI ports in a particular CTI port group, and the first is
number 9001, the rest of the ports will be 9002 through 9020. With twenty ports,
the Cisco IP-IVR system can handle twenty calls at a time.
1. From the JTAPI Configuration screen, select Add a new CTI Port Group.
62.
3. From the CTI Port Group Type drop-down list, select ICM Post Routing. (Use
this port group type when you want the IP-IVR system to make Post Route
requests.)
63. The CTI Port Group Configuration (ICM Post Routing) information appears:
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64.
4. Enter the port group number (this must correspond to the trunk group peripheral
number configured on the ICM system).
7. Click Update.
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A CTI route point is a virtual device that can receive multiple simultaneous calls for
the purpose of application-controlled redirection. After creating a CTI route point,
you can add and configure lines (directory numbers).
Be sure to create one CTI route point that matches the Dialed Number (DN) for post
routing.
To configure a CTI route point on the IP-IVR, complete the following steps:
1. From the CTI Port Group Configuration (ICM Post Routing) screen, select Add
new CTI Route Point.
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ICM Subsystem
The ICM subsystem of the Cisco IP-IVR system allows the IP-IVR system to interact
with the ICM software. ICM software provides a central control system that directs
calls to various human and automated systems, such as Voice Response Units
(VRUs) and Automatic Call Distributors (ACDs). Cisco ICM routing scripts can direct
calls based on various criteria, such as time of day or the availability of subsystems.
The ICM subsystem is the queuing engine for IPCC, which includes the IP-IVR. The
Cisco Application Engine ICM VRU interface allows the integration of Cisco IP
Telephony components with the ICM software. The ICM routing scripts use four
commands to interact with the IP-IVR system:
Connect—Connects the call. ICM software sends the connect message with a
label to instruct the IP-IVR system where to direct the call.
In post routing, the IP-IVR system receives a call directly from CallManager, which
sends the call to the post-routing route point on the IP-IVR system. The IP-IVR
system searches the designated port group for a free CTI port and accepts the call.
If you configured this route point to run an initial application, such as a VRU script to
welcome the caller and collect an account number, the IP-IVR system runs that
script, notifies the ICM software about the call, and waits for further instructions. If
you did not configure an initial application, the IP-IVR system just informs ICM
software. ICM software runs a routing script after being notified of the call. ICM
routing scripts are composed of many different call-handling steps. The IP-IVR
system responds to the commands from ICM software until it signals that the call is
complete. For example, the ICM routing script could send a Run VRU Script request
to the IP-IVR system, instructing the IP-IVR system to run a VRU script that plays
music and thanks the caller for their patience. When an agent becomes available,
ICM software sends a Cancel request and the IP-IVR system stops running the
current VRU script. ICM software then sends a Connect command with a Normal
label that indicates the extension of the free agent. The IP-IVR system routes the
call to the agent indicated on the label.
To configure the ICM subsystem on the IP-IVR system, complete the following steps:
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68.
2. Enter the VRU Connection Port. This should be the same number as that used for
the same field in the VRU Peripheral Interface Manager (PIM) setup for the IP-IVR
PG.
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5. Click Update.
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VRU Scripts
IP-IVR comes with some default VRU scripts that you can use, or you can create new
scripts. Use the Cisco CRA Editor to create a new script. Later, during the
configuration of the ICM software, you will configure any VRU scripts you plan to use.
You must upload the scripts to the IP-IVR Repository so the scripts will be available if
the ICM software sends a Run VRU Script request to the IP-IVR system. The
Repository is the subdirectory in your LDAP directory where the IP-IVR scripts are
stored. You manage the Repository with the Repository Manager.
To create a VRU script and then upload it to the Repository, complete the following
steps:
1. From your desktop, select Start > Programs > Cisco CRA Administrator >
Cisco CRA Editor.
2. Create a script using the CRA Editor online Help. Here is an example of a simple
VRU script:
72.
3. From your desktop, select Start > Programs > Cisco CRA Administrator >
Repository Manager.
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Application Engine
The Application Engine is a group of Java beans that can be combined in many ways
to create applications such as IP-IVR and AutoAttendant. The Application Engine is
the execution vehicle for AutoAttendant (AA) or IP-IVR flows. A flow is the actual
script that executes.
Note: Subsystems will not start until configuration of all elements is complete and
valid. After completing all the IPCC configurations, return to this topic.
To configure and start the Application Engine on the IP-IVR system, complete the
following steps:
1. From the IP-IVR Application Administration screen, select the Engine option.
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2. From this page, you can configure the engine parameters and monitor engine
activity.
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Before you configure the ICM software, check to be sure you have completed the
following tasks:
Added the Skill Group CTI Route Points to the Post Routing Port Group
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Before you configure ICM software, be sure you have either the IP address or host
name for the CallManager and IP-IVR applications. To prepare the ICM components
for IPCC, complete the configurations in the following order (these steps are
performed on the sprawler):
1. Network VRU
3. CallManager PG
4. IP-IVR PG
6. Trunk Groups
7. Dialed Numbers
8. Services
9. Skill Groups
11. Persons
12. Agents
14. Routes
16. Labels
Note: You must also create and schedule ICM routing scripts. See the Sample ICM
Routing Scripts section.
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When you have completed the configurations, see the ICM configuration checklist.
Network VRU
1. From your server, open the Cisco Admin Workstation Group and double-click the
Configuration Manager icon.
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78.
3. Click Retrieve.
Type: Select Type 2, which is the type to use for an IVR at the customer
premises.
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Agent desk settings define a set of properties associated with a group of agents. The
agent desk settings are analogous to a Class of Service (or restriction on an ACD).
The Agent Desk Settings entries needed for a site should be configured before the
agents. Agents are assigned desk settings when they are configured.
To configure Agent Desk Settings in ICM software, complete the following steps:
1. From the Configuration Manager, select Configure ICM > Enterprise > Agent
Desk Settings > Agent Desk Settings List.
79. The ICM Agent Desk Settings List dialog box appears:
80.
2. Click Retrieve
3. Click Add.
Name—Enter a name for the agent desk settings that is unique within the
enterprise, such as lab agent.
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Assist Call Method—Use the drop-down list to select whether IPCC will create
a consultative call or a blind conference call for a supervisor assistance
request.
Emergency Alert Method—Use the drop-down list to select whether IPCC will
create a consultative call or blind conference call for an emergency call
request.
The CallManager PG has two PIMs that you created when you installed the ICM
software. The CallManager peripheral combines a number of ICM products such as
CTI Server, CallRouter, and OPC. The combination of the ICM products eliminates
the need for a physical ACD.
1. From the Configuration Manager select Tools > Explorer Tools > PG Explorer.
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82.
2. Click Retrieve.
4. Complete the Logical Controller tab fields. In the Name field enter IPCC_PG.
From the Client type drop-down list, select PG Generic. Note that the Logical
controller ID and Physical Controller ID fields are read only and should read
5000. After you complete the tab fields and click Save, the ICM software assigns
a Logical Controller ID and a Physical Controller ID. Each PG has one associated
physical interface controller. If the PG is duplexed, the two PGs share a single
physical interface controller.
5. Click Save.
6. To create a CallManager peripheral associated with the PG, click Add Peripheral
and enter information in the Peripheral tag fields. Enter BosCM_PG in the Name
field.
7. Select the CallManager/SoftACD option from the Client type from the drop-
down list.
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10. Select the Advanced tab to display advanced information about the peripheral
that is currently selected. On the Advanced tab, select labivr from the Network
VRU drop-down list.
11. Disable any skill group mask which is selected for the skill group. Only base skill
groups should be configured under IPCC for proper reporting.
12. Select the Routing Client tab to configure routing client information for the
peripheral. Be sure the Use DN/Label map check box is not checked.
13. When the changes to the PG are complete, click Save and then click Close.
14. When you want to view the ID of a peripheral from the PG Explorer dialog box,
click Retrieve to display the configured PGs. Then select a record from the tree
display and click the Peripheral tab to view the ID number. Make sure your
Logical Controller ID and your Peripheral ID match the entries you made during
the configuration of the CallManager PIM.
IP-IVR Peripheral
The IP-IVR peripheral interface manager (PIM) is the interface between the ICM
software and the IP-IVR system. IP-IVR PIM sends messages between ICM software
and IP-IVR. It also facilitates the collection of statistical data that helps ICM
software perform its contact-by-contact routing function.
To configure the IP-IVR peripheral in ICM software, complete the following steps:
1. From Configuration Manager select Tools > Explorer Tools > PG Explorer.
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84.
2. Click Retrieve.
5. To create an IP-IVR peripheral associated with the IPCC PG, enter information in
the Peripheral tag fields. Enter VRU_PG in the Name field.
6. Select VRU from the Client type drop-down list. When you select a Client type
for the logical controller, the ICM software assigns default values for the
peripheral's Client type, Peripheral service level type, Service level type, and
Service level threshold fields for the Peripheral.
8. Select the Advanced tab to display advanced information about the peripheral
that is currently selected. Select the Network VRU you created—labivr.
9. Select the Skill Group Mask tab to display subskill group information for the
peripheral.
10. Select the Routing Client tab to configure routing client information for the
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peripheral. Select VRU_PG as the routing client. Be sure the Use DN/Label map
check box is not checked.
11. When the changes to the peripheral are complete, click Save and then click
Close.
When you want to view the ID of a peripheral from the PG Explorer dialog box, click
Retrieve to display the configured PGs. Then select a record from the tree display
and click the Peripheral tab to view the ID number. Make sure your Logical
Controller ID and your Peripheral ID match the entries when you configured the IP-
IVR PIM. The values for both should be 5001 for the IP-IVR PIM.
For IPCC, the Network Trunk Group is the placeholder in the ICM database for the
Trunk Group. It performs no other function.
To configure a Network Trunk Group in ICM software, complete the following steps:
1. From the Configuration Manager, select Configure ICM > Peripherals > Trunk
Group > Network Trunk Group Explorer.
85. The ICM Network Trunk Group Explorer dialog box appears:
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86.
2. Click Retrieve.
4. Add a unique name for the network trunk group and an appropriate description.
The Name field should read BosCM_PG.NTG1
5. Click Save.
Note: You must add two Network Trunk Groups—one for CallManager and one for
IP-IVR.
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Trunk Groups
An ICM Trunk Group is a collection of trunks associated with a single peripheral and
usually used for a common purpose. A trunk is a telephone line connected to a call
center and used for incoming or outgoing calls.
You must create two trunk groups—one for CallManager and one for IP-IVR.
1. From the Network Trunk Group Explorer, click Add Trunk Group.
Extension—Leave blank.
Trunk Count—Use the drop-down list to select Use Trunk Data. ICM software
determines trunk count from associated records in the Trunk table.
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Dialed Numbers
The Dialed Number (DN) is the telephone number the customer calls to contact an
agent.
1. From the Configuration Manager, select Tools > List Tools > Dialed
Number/Script Selector List.
91.
3. Click Add and enter the following information in the Attributes tab fields:
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Services
1. From the Configuration Manager, select Configure ICM > Peripherals >
Service > Service Explorer.
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93.
2. From the Peripheral drop-down list, select the enterprise name of the peripheral
associated with the service—BCM1.
3. Click Retrieve.
4. Click Add Service. The Service tab appears. Note that the Media routing
domain field reads "Cisco_Voice."
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Skill Groups
A skill group is a collection of agents that share a common set of skills. Skill groups
are associated with a peripheral and are referred to as Peripheral Skill Groups. One
can be a member of zero to as many skill groups as is practical. Skill groups are
generally members of Services. They serve to organize agent availability by skill set.
This allows for decision making to find the best agent for a request.
1. From the Configuration Manager, select Configure ICM > Peripherals > Skill
Group > Skill Group Explorer.
2. In the Select filter data section, select the peripheral from the drop-down list.
3. Click Retrieve.
96.
Media Routing Domain—Use Cisco_Voice for ICM agents that will not use
other media. Do not create skill groups for the multi-media applications using
ICM software. See the Multichannel Skill Groups section for more
information.
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Peripheral Name—Enter the local name for the skill group. This value must
be unique among all skill groups for the peripheral, but it does not need to be
unique across peripherals.
Name—The Configuration Manager generates the value for this field. This is a
unique name for the skill group made up of a default value from the
peripheral enterprise name, the MRD, and the skill group peripheral name.
Available Holdoff Delay—For the IPCC peripheral type, set this field to 0.
Extension—Leave blank.
ConfigParm—Leave blank.
6. Click Save and then click Close on the Skill Group Explorer.
Service Members
To make a Skill Group a member of a desired Service, you must attach the Skill
Group to the Service. By attaching skill groups to services, you create an
organizational structure that allows you the maximum flexibility in routing calls to
the correct agents.
Note: If using the multichannel applications; that is, Collaboration Server and E-
Mail Manager, note that these applications automatically create a Service and a
Route for each Skill Group they create in ICM software, and you do not have to
associate a Service.
To attach a Skill Group to a Service in ICM software, complete the following steps:
1. From the Configuration Manager, select Configure ICM > Peripherals >
Service > Service Explorer.
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98.
2. Click Retrieve.
3. Click the Service that directs the skill group; then click the Service Members tab,
select two Skill Groups, and click Add.
4. Click OK.
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Persons
All IPCC agents must have a person record. When you create an Agent record (see
the Agents section), you have the option of associating it with an existing Person
record (click the Select Person button). If you do not associate the Agent record
with an existing Person record, a new Person record is automatically created when
you create the agent.
Note: If your agent will use multichannels, such as voice, e-mail, and Web
collaboration, you should create your agent in one of the multichannel applications,
such as Collaboration Server or E-Mail Manager. If you create agents using the
multichannel software, agent and person records are automatically created in both
the multichannel software database and the ICM database. Also, you do not need to
create a person or agent record using ICM Configuration Manager.
1. From the ICM Configuration Manager, select Peripherals > Person > Person
List.
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Agents
The agent is the person who responds to requests from the customer. Agents must
be associated with a peripheral and be a member of one or more skill groups or
services. You can also group agents into agent teams. Agents can work on tasks
involving several media types such as e-mail, chat, and voice.
Note: Agents can only be assigned to Collaboration Server and E-Mail Manager skill
groups using the Collaboration Server or E-Mail Manager applications, not by way of
the ICM Configuration Manager.
1. From the Configuration Manager, select Configure ICM > Peripherals > Agent
> Agent Explorer.
103. \
Select Person—Click this button and select the person, Carl Turner.
Enterprise name—This is the peripheral name combined with the agent name.
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Peripheral Name—Enter a name for the agent as known to the peripheral; for
example, Turner_Carl.
Peripheral Number—Enter the agent's ID used for voice, such as 24. This
number identifies the agent to the peripheral. This can be left blank if the
agent will be a non-voice agent.
Name—Enter an enterprise name for the agent that is unique within the
enterprise.
Contact center managers can assign agents to the most appropriate skill groups
according to their talents and skills. This helps to ensure that the most appropriate
agent for a request responds to the customer. An IPCC Agent must be assigned to
at least one skill group in order to log in.
To attach an Agent to one or more skill groups in ICM software, complete the
following steps:
1. From the Agent Explorer dialog box, select the Skill Group Membership tab.
2. From the Skill group name list, select the groups to which you want this agent to
belong.
3. Click Add.
104. The Add Skill Group Member box appears showing the skill groups to which
the agent has been assigned.
4. Click OK.
5. Click Save and then click Close on the Agent Explorer dialog box.
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Routes
1. From the Configuration Manager, select Configure ICM > Targets > Route >
Service Explorer.
2. Click Retrieve.
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Device Targets
The Cisco device target construction is defined to identify devices that are targeted
by the ICM CallRouter. Note that a careful distinction is made in the naming
convention by referring to the schema element as a device target rather than an
agent target. A device target is a separately addressable device. It is not
exclusively owned by a particular agent or associated with a particular peripheral.
Device targets are dynamically associated with CallManager PG agents for the
duration of a log on session. Each CallManager PG telephony device must be
configured in the ICM database as a device target. Failure to configure a Device
Target for a given device will render the device unreachable from an ICM routing
perspective.
1. From the Configuration Manager, select Configure ICM > Targets > Device
Target > Device Target Explorer.
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111.
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Labels
A Label is the value that ICM software returns to a routing client instructing it where
to send the call. The routing client can map the label to either an announcement, a
trunk group and DNIS, or a device target. Special labels might instruct the routing
client to take another action such as playing a busy signal or an unanswered ring to
the caller.
1. From the Configuration Manager, select Targets > Label > Label List.
113.
2. Select the IPIVR Routing Client; then click Retrieve and Add.
3. On the Attributes tab In the Label field, enter 9501. This is the value returned to
the CallManager. It tells CallManager to send the call to the agent logged on to
that phone.
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Call Types
A call type is a category of incoming ICM routable tasks. Each call type has a
schedule that determines which routing script or scripts are active for that call type
at any time. There are two classes of call types:
Voice (phone calls)—Voice call types are categorized by the dialed number (DN),
the caller-entered digits (CED), and the calling line ID (CLID).
Non-voice (e-mail and text chat)—Non-voice call types are categorized by the
Script Type Selector, Application String 1, and Application String 2.
In either case, the last two categories of the call type can be optional. For voice call
types, the CED and CLID can be optional, depending on the call. For non-voice call
types, Application String 1 and Application String 2 can be optional, depending on
the application.
1. From Configuration Manager, select Tools > List Tools > Call Type List.
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115.
Name—Enter BMktg.1
Service level threshold—Enter, in seconds, the ICM service level. If the field
is negative, the service level threshold from the Peripheral table is used. For
reporting purposes the service level can be important.
Service level type—Indicates how ICM software calculates the service level.
The default is the level specified for the associated peripheral.
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VRU Scripts are different from ICM routing scripts. A configured VRU Script runs
only when ICM instructs it to do so from an ICM routing script. A VRU Script on ICM
is the configured record for the VRU script that resides on the IP-IVR. A VRU Script
executes to collect digits, play hold music, or perform many other common IVR
functions.
1. From the Configuration Manager, select Targets > Network VRU Script >
Network VRU Script List.
117.
2. On the Attributes tab, enter the configuration information for the BasicQ script as
follows:
Name—Enter BasicQ.aef
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Customer—Select the same ICM customer you selected for Call Type from the
drop-down list.
Note: Before you can use a VRU script, you must upload it to the Repository in IP-
IVR.
Important: Complete this task after installing and configuring the CTI OS Agent
Desktop.
1. From the ICM Configuration Manager Dialed Number List dialog box, create a
Dialed Number for the supervisor.
2. On the ICM Configuration Manager Agent Team List dialog box, enter the Dialed
Number in the Supervisor script dialed number field.
3. On the ICM Script Editor Call Type Manager dialog box, associate the Dialed
Number with your script.
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Blended Agent
If you are using Blended Agent (BA) for outbound dialing, there are some additional
configurations needed beyond the selections made when you installed ICM as a
sprawler.
BA Dialer
You need to install a BA Dialer on the machine with the ICM sprawler. From ICM
Setup, enable the BA_IP Dialer option in the Dialer Properties window. Enter
information in the following fields:
Blended agent server: The host name or IP address of the machine where the
CTI Server is installed.
CTI server A: The host name or IP address of the machine where the CTI Server
is installed.
CTI server port A: The port number of the machine where the CTI Server is
installed.
Heart beat: Number of times, in milliseconds, the dialer checks its connection to
the CTI Server. Accept the default.
Media routing port: The port number the dialer uses to interface with the Media
Routing PIM on the MR-PG. If you are using Blended Agent as well as the
multichannel applications, you need to add a PIM for BA to the MR-PG you create
for Collaboration Server and E-Mail Manager. The default of 2000 is usually
acceptable. See the MR-PG section.
All dialers in the BA system must be configured through the BA Dialer Configuration
Component option in the ICM Configuration Manager. To configure the BA Dialer,
complete the following steps:
3. Click Retrieve.
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6. Click Save.
After installing and configuring the BA Dialer, create a dialer port map using ICM
software and devices using Call Manager. See the BA Port Devices section.
A port map must be configured for each BA Dialer. This map specifies the number of
ports available on the Dialer and the extension numbers, which the CallManager
assigns to the ports. To create a BA Dialer port map in ICM software, complete the
following steps:
2. Click the Port Map Selection tab to display the port map configuration.
3. Select the peripheral name for the ICM software PG which this Dialer will serve
(PIM name on the CallManager PG).
6. Click OK.
8. Click Close.
Using the System Information tool, enable the Expanded Call Context (ECC)
variable.
Using the Expanded Call Variable List tool, enable each variable.
OutboundControl Variable
The BA Dialer looks for an OutboundControl variable to understand the mode for
each skill group. You must supply one of the following outbound control values when
you create an administrative script using the ICM Script Editor:
INBOUND: Indicates that this skill group is disabled for outbound use and only
takes inbound calls.
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minimum.
Accept the call: Dials the customer and transfers the call to the agent
Reject the call: Releases the agent. At this point, the system might deliver
the agent another preview outbound call or a new inbound call.
OutboundPercent Variable
Set the OutboundPercent variable in the same administrative script; for example,
select the OutboundPercent variable in the Set Properties window and enter the
agent percentage in the Value field. This variable controls the percentage of agents,
which are logged into a particular skill group, which should be used for outbound
dialing. For example, if there are 100 agents logged into skill group N, and the
OutboundPercent variable is et to 50%, 50 agents would be allocated for outbound
dialing.
Note: This variable does not allocate specific agents for outbound dialing, just a
total percentage.
See the Cisco ICM Software Blended Agent Setup and Configuration Guide for
additional details about Blended Agent.
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Before you use your IPCC system, check to be sure you have completed the
following tasks:
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CTI OS incorporates the CTI OS Toolkit, Agent Desktop, Supervisor Desktop and
Client Interface Library.
The CTI OS Agent Desktop is supported on all Time Division Multiplexing (TDM)
peripherals supported by CTI OS. See the Cisco ICM Software CTI OS System
Manager's Guide for a list of TDM peripherals that CTI OS currently supports. The
IPCC Supervisor Desktop is supported for use with Cisco IPCC only; it is not
supported for use on TDM peripherals.
ODBC User
When configuring CTI OS, you create and configure an ODBC file Data Source Name
(DSN) to store information about a database connection in a file. Before creating the
DSN, configure a user for ODBC.
1. On the ICM Logger your desktop, select Start > Programs > Microsoft SQL
Server > Enterprise Manager.
2. In the Enterprise Manager window, expand Microsoft SQL Server > SQL
Server Group > Sprawler server name > Databases > ICM side A
database > Users.
3. From the menu bar, chose Action > New Database User. The Database User
Properties- New User dialog box opens.
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4. From the Login name drop-down list, select new. The SQL Server Login
Properties- New Login window opens.
118.
9. From the default Database drop-down menu, select ICM side A Database.
10. Click OK. An error message indicating that the user has not been granted access
opens. Click Yes to proceed. The Database User Properties- New User dialog
box opens.
11. From the Login name drop-down list, select the name of the new user that you
just created, such as labctios.
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A file Data Source Name (DSN) stores information about a database connection in a
file. The file has the extension .dsn and by default is stored in the $\Program
Files\Common files\ODBC\Data Sources directory. The CTI OS Server install
process prompts for the file DSN and creates the appropriate registry keys.
To create and configure a new file DSN on a Microsoft Windows 2000 system,
complete the following steps:
1. On the ICM Logger, select Start > Programs > Administrative Tools > Data
Sources (ODBC).
3. Click Set Directory. A message appears asking you to confirm setting the
default File DSN directory. Click Yes.
4. Click Add. The Create New Data Source dialog box appears.
6. Click Next and enter a name for the File DSN you are creating, such as
LabODBC. You will need to use this name when installing CTI OS Server.
8. Click Finish.
9. On the next dialog box that appears, enter the description of the DSN file that
you are creating and the name or IP address and description of the your SQL
Server where the Logger database is installed. The name or IP address is the
name of the Sprawler machine. Click Next.
10. Pick the SQL Server Authentication option and enter the Login ID for the user
that you choose to access the database, such as labctios. Do not enter a
password. The password field should be blank. Click Next.
11. Select the Change the Default Database To check box and select the ICM side A
database from the drop-down list. Accept the defaults for the other items.
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13. Click Test Data Source and confirm that the test completed successfully. Click
OK.
14. Verify the information in the dialog box that appears and click OK.
CTI OS Server
3. If prompted for customer information, enter the current instance name. Click
Next.
5. On the CTI Server Information dialog box, enter the name or IP address and the
port number for your CTI Server (ignore side B). Click Next.
The Peripheral ID associated with the CTI Server to which your system talks.
7. Click Next.
8. On the ODBC Connection dialog box, browse to the primary (SideA) ODBC file
DSN in the C:\Program Files\Common Files\ODBC\DataSources\ODBC file DSN.
If you used LabODBC as the file DSN, select LabODBC.dsn. Click Next.
9. On the Peer CTI OS Server screen, be sure the Duplex CTI OS Install is not
checked. Click Install.
10. When the installation is complete, the Setup Complete dialog box appears. Click
Finish.
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When you install and configure the CTI OS Agent Desktop for IPCC, you also enable
Emergency Call and Supervisory Call buttons, which the agent uses to make a call to
a supervisor. Note that you will not need to enable Media Termination, because you
are using hard phones in this basic laboratory setup.
To install and configure the CTI OS Agent Desktop, complete the following steps:
4. On the CTI OS Server Information dialog box, enter the Name or IP address and
the Port Number for your CTI OS Server (installed as described in the CTI OS
Server section). Click Next.
5. On the Media Termination Configuration dialog box leave the Install Media
Termination option unchecked. Click Install. The installation begins.
6. When the installation is complete, the Setup Complete dialog box appears. Click
Finish.
After installing the CTI OS Agent Desktop, there are some ICM configurations to
perform so that an agent can make an emergency call to a supervisor or place a call
to request assistance from a supervisor. See the CTI OS Related Configurations
section.
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To install and configure the CTI OS Supervisor Desktop, complete the following
steps:
4. On the CTI OS Server Information dialog box, enter the Name or IP address and
the Port Number for your CTI OS Server (installed as described in the CTI OS
Server section). Click Next.
5. On the Media Termination Configuration dialog box leave the Install Media
Termination option unchecked. Click Install. The installation begins.
6. When the installation is complete, the Setup Complete dialog box appears. Click
Finish.
Note: If you are installing the Agent Desktop and the Supervisor Desktop on the
same machine, you can install both at the same time.
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The CTI OS Server runs as a Windows 2000 service on the host computer. The ICM
Service Control application is an interface into the Windows service control manager,
which starts and stops services.
To start the processes in the CTI OS Server, select it and click Start on the ICM
Service Control dialog box. When the CTI OS service starts, it launches the following
processes:
CtiosServerNode
CtiServerDriver
For detailed descriptions of these processes see the Cisco ICM Software CTI OS
System Manager's Guide.
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Multichannel Configurations
To use the ICM multichannel software, you must configure the following:
Media Routing PG
Application instances
Administration connections
Multichannel agents
Universal Queue
Collaboration Server
Media Blender
E-Mail Manager
The ICM Media Routing Peripheral Gateway (MR-PG) is capable of routing media
requests of different kinds, such as e-mail and Web callback. The MR-PG supports
multiple media routing clients by accommodating multiple, independent peripheral
interface managers (PIMs) on a PG platform. A single MR-PIM is required for each
application instance connected to the ICM system. For example when connecting an
E-Mail Manager instance and a Web Collaboration instance, two MR-PIMs are needed
on the MR-PG.
Note that the MR-PG is required in addition to the PG that you created for IPCC to
which you added the CallManager and IVR PIMs when you installed the ICM software
as a sprawler.
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To create a Network VRU for the MR-PG, complete the following steps:
1. From the ICM Configuration Manager, select Configure ICM > Targets >
Network VRU > Network VRU Explorer.
3. Complete the screen, give your MR-PG a name, such as mediaivr, and make
sure to select Type 2 from the Type drop-down list.
To add the MR-PG to the ICM system, complete the following steps:
1. From the ICM Configuration Manager, select Tools > Explorer Tools > PG
Explorer.
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Complete the following steps for each multi-media application you plan to use; for
example, if you are using Collaboration Server and E-Mail Manager, create a
peripheral for each.
1. While in the PG Explorer, select the MR-PG and click Add Peripheral.
2. Select the Peripheral tab and be sure the Enable Post Routing box is checked.
3. Select the Advanced tab, and from the drop-down list, select the Network VRU
you created previously.
4. Select the Routing Client tab, enter a routing client name, and set the default
timeouts to 2000, 1000, and 10 respectively.
5. Click Save.
120. The ICM system saves the configuration and assigns a Logical Controller ID
and a Physical Controller ID. Make a note of these values because you will need
to provide them when you install the MR-PG.
6. Click Close.
To install the MR-PG and create PIMs for the multichannel applications, complete the
following steps:
5. Choose Production Mode. Do not set the Auto Start feature until after installation
is complete.
7. In the ID field, select the PG's device identifier as enabled in the CallRouter's
DMP configuration dialog box.
8. Select Side A.
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9. Select Media Routing in the Client Type Selection section of the window.
13. Enter the Logical Controller ID generated when you configured the PG with the
PG Explorer.
Peripheral Name: Enter a PIM name that identifies the media, such as
CollabPIM (for the Collaboration Server/Media Blender PIM), EmailPIM (for the
E-Mail Manager PIM), or BA_PIM (for the Blended Agent PIM).
Application Hostname (1): If you are configuring the Collaboration PIM, enter
the IP address or host name of the Media Blender machine. If you are
configuring the E-Mail Manager PIM, enter the IP address or host name of the
E-Mail Manager machine
Application Connection Port (1): For the Collaboration PIM, enter the
connection port of the Media Blender machine. For the E-Mail Manager PIM,
enter the connection port of the E-Mail Manager machine.
20. On the Device Management Protocol Properties dialog box, select CallRouter is
local (for Side A and Side B) and click Next.
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21. On the Peripheral Gateway Network Interfaces dialog box, remove any value
references for side B and click Next.
22. On the Check Setup Information dialog box, verify the information and click
Next.
Note: If you are using Blended Agent for outbound dialing, in addition to the PIMs
for the multichannel applications, you need to add a PIM for BA to the MR-PG you
create for Collaboration Server and E-Mail Manager. BA uses the Cisco_Voice media
routing domain. See the Cisco ICM Software Blended Agent Setup and Configuration
Guide for additional details.
A Media Routing Domain (MRD) is a collection of skill groups and services associated
with a common communication medium. ICM software uses a MRD to route a task
to an agent who is associated with a skill group and a particular medium. MRDs are
defined in ICM configuration and have unique IDs across the enterprise. The
relationship between MRDs and skill groups is defined in ICM configuration, as well
as Collaboration Server and E-Mail Manager configuration.
ICM software uses a media class ID to identify the type of media or channel. A
media class is a communication channel that is correlated to an application. The
media class ID is on the Collaboration Server call form submitted by the caller.
There are five predefined media classes in ICM:
Cisco_Email—e-mail requests
Each media class has at least one media routing domain (MRD). Each MRD requires
an ICM script, but it is possible to route requests from different MRDs using one
script.
Complete the following steps for each media class that your site will use:
1. From the ICM Configuration Manager, select Tools > List Tools > Media
Routing Domain List.
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2. Click Retrieve and then click Add to display the Attributes tab.
3. On the Attributes tab, enter the enterprise name of the MRD and use the drop-
down list to select the media class for the integrated application.
125. The MRDomainID is automatically generated when you save the MRD.
Application Instances
1. From the ICM Configuration Manager, select Tools > List Tools > Application
Instance List.
Application key: The password that the integrated application will use to be
identified by ICM software.
Note: Use this procedure to create an application instance for Collaboration Server
and then repeat the procedure to create an application instance for E-Mail Manager.
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Administration Connections
You must configure a communications path between the ICM Admin Workstation and
the multi-channel software. These connections use the Sun Microsystems Remote
Method Invocation (RMI), and an RMI registry exists on both sides of the firewall.
Each registry identifies its machine to the machine on the other side of the firewall.
When configuring ICM software with the multi-channel options, you must define a
link name and a registry port and define other fields for the following:
Collaboration Server
3. Click Add.
ICM Distributor AW link: Enter the service name on the ICM software. Note
that this name will be referred to as the "ICM Distributor AW link" on the
applications.
ICM Distributor AW RMI registry port: Enter the RMI registry port for the ICM
software (AW). Be sure to enter something other than 1099, because that
number seems to be taken up by SQL sometimes.
Application link: Enter the link name for the Collaboration Server or the E-
Mail Manager server.
Application RMI registry port: Enter the RMI registry port for the
Collaboration Server or the E-Mail Manager server.
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Collaboration Server
Note: When you run the Integrate with ICM Wizard to configure Collaboration
Server, you will go through this procedure.
2. From the Collaboration Server Administration Desktop, select Server Setup >
Connections > Create.
3. Follow the wizard to enter information for your connection to the Distributor
Administration Workstation. Unless you use the wizard, you will not see the
Admin Workstation as an option for a connection. On the Collaboration Software
ICM Administration Connections page, enter values in the following fields:
ICM Distributor AW host name: Enter the host name or IP address of the
machine where the ICM AW is located.
ICM Distributor AW link: Enter the link name of the ICM Distributor AW.
ICM Distributor AW RMI registry port: Enter the registry port of the AW to
which this instance of Collaboration Server is to connect.
Application (Collaboration Server) link: Enter the application link name of the
Collaboration Server instance to which the AW is to connect.
Collaboration Server RMI registry port: Enter the RMI registry port for the
Collaboration Server.
Collaboration Server RMI connection port: Enter the connection port number
for Collaboration Server.
5. Click submit.
E-Mail Manager
CEM Inst: ICM Enterprise Name: The Enterprise Name of the E-Mail Manager
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instance should already have been established in the ICM Configuration Manager
when you or another administrator created the Media Routing Domain and
Application Instance to be used by E-Mail Manager. Enter that same name. Note
that this field is case sensitive.
CEM Inst: ICM Application Key: The Application Key of the instance should
already have been established in the ICM Configuration Manager. You must
confirm this value by entering it a second time. Note that this field is case
sensitive.
CEM Inst: ICM Description: Enter the description of the E-Mail Manager instance,
up to 255 characters.
Media Routing Domain ID: The Media Routing Domain that is to be used to route
e-mail messages for this instance should already have been established in the
ICM Configuration Manager. You must get the Media Routing Domain ID from the
ICM Configuration Manager and enter it in this field.
MR PIM Listen Port: An ICM connect port that listens for the MR PIM assigned to
E-Mail Manager to connect with ICM.
ICM Administration Connection Name: Enter a name for the remote connection
this E-Mail Manager instance makes to ICM. There are no restrictions on this
name.
ICM Distributor AW host name: Enter the name or IP address of the server where
the Admin Workstation/Distributor is located.
ICM Distributor AW link: Enter the link name of the Admin Workstation to which
this instance of E-Mail Manager is to connect. The ICM Distributor AW link value
must correspond to the value in the ICM Admin Workstation/Distributor ConAPI
connection configuration, which is configured with the CMS control application on
the Admin Workstation. For more information, see the Cisco ICM Software
Configuration Guide.
ICM Distributor AW RMI Registry Port: Enter the Registry Port of the Admin
Workstation to which this E-Mail Manager instance is to connect. Again, this
must correspond to the ICM AW connection.
Application link: Enter the Application Link name of this E-Mail Manager instance
to which the Admin Workstation is to connect.
Application RMI Registry port: Enter the Registry Port of this E-Mail Manager
instance to which the Admin Workstation is to connect.
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Multichannel Agents
You can create multichannel agents using either the ICM Configuration Manager or
the Administration user interface for one of the multichannel applications; that is,
using either Collaboration Server or E-Mail Manager software. The preferred way of
creating multichannel agents is using the multichannel option software. Agent and
person records are automatically created in both the multichannel option's database
and the ICM database. You also do not need to create a person or agent record
using ICM Configuration Manager if you create agents using the multichannel option
software.
Configuring an agent for multimedia means assigning that agent to at least two skill
groups—one for each media. For example, the agent might handle both e-mail
messages and phone calls, single-session chat and phone calls, or Blended
Collaboration and e-mail messages.
For information on how to create and enable multi-channel agents see the following
documentation:
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Using ICM Configuration Manager, create skill groups for the Voice MRD only.
Using Collaboration Server, create skill groups for the Multi-session chat, Single-
session chat, and Blended Collaboration MRDs.
Using E-Mail Manager, create skill groups for the E-mail MRD.
Universal Queue
You can configure ICM software to manage a single universal work queue for all
requests. You can configure agents to handle all media types, switching media on a
task-by-task basis. For example, you would configure an agent as a member of
three skill groups if the agent handles voice, e-mail, and chat, and the agent would
log into the Softphone, E-Mail Manager, and Collaboration Server. The agent is
assigned the longest waiting request from any of the three skill groups, but you can
choose to prioritize the requests using the ICM software scripting environment.
Using the Queue to Agent script node on an ICM routing script you can target a task
to a specific agent. For the script to work correctly, the agent must be assigned to
skill groups where ICM picks the agent.
See the Cisco ICM Software Media Routing and Scripting Guide for complete
information on routing scripts, as well as sample scripts you can use to test your
system.
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Collaboration Server
The routing Collaboration Server routes caller requests through the Media Blender
firewall gateway service to the MR-PG. To use Collaboration Server, you must also
install and configure Media Blender.
1. From the Collaboration Server Administration desktop select Server Setup >
Integrate with ICM.
2. Run the Integrate with ICM wizard. This wizard helps you to do the following:
Enable ICM Media Routing Domains. Select those Media Routing Domains you
want to enable for your Media Classes.
Create Media Blender Connections. Follow the wizard to enter information for
each of your Media Blender connections to ICM peripherals. You must enter a
name for the connection, the Media Blender host name, RMI registry ports for
Collaboration Server and Media Blender, and passwords for both machines.
The suggested convention for naming the connections is
conn_<Collaboration Server host name>_ <Media Blender host name>.
Here is an example: conn_collab.example.com_blender.example.com.
Click Submit. Copy two files from the Collaboration Server to the Media
Blender server: Move <connectionname>.properties in the
<CCS_installdir>\servlet\properties\cmb\conn_name\ directory to the
<CMB_installdir>\servlet\properties\ directory. Move
collaboration.properties in the
<CCS_installdir>\servlet\properties\cmb\conn_name\blender\
directory to the <CMB_installdir>\servlet\properties\blender directory.
Enable ICM Peripherals (if agents and skill groups will reside on Collaboration
Server). Select those peripherals that should be used by each of your Media
Blender connections.
Define the Collaboration Server application instance name and key. Note that
the name must match the name entered in ICM software. Be sure to enter a
Security Key that matches one set up in ICM software for this application
instance.
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Create an ICM queue. Use the name "ICM" for the queue because the sample
forms use that name. You must specify the Media Blender connection that
will be used to forward requests to the MR-PG by way of Media Blender.
3. When the wizard is finished, close your browser and restart Collaboration Server.
127. Periodically verify and sync the Collaboration Server database with the ICM
database.
For complete information on configuring the Collaboration software, see the following
documents:
Dynamic Content Adapter works with Collaboration Server to cache and manage
content from a Web content server during a Collaboration Server session.
After installing Collaboration Server and then installing DCA, you must integrate DCA
with Collaboration Server. For best results, use a fresh Collaboration Server
installation with DCA, and be sure to install DCA on its own server. Because DCA
uses a different version of ServletExec than Collaboration Server uses, do not install
them on the same machine.
In most cases, you can use DCA as-is immediately after installing and integrating it
with Collaboration Server.
Post-installation recommendations
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2. From the Administration desktop menu, select Server Setup > Connections >
Create. The Connect Wizard screen opens.
4. Click Next.
5. In the DCA Connection Name field, specify a name for the connection.
6. In the Description field, enter a description for the connection to be used in the
Collaboration Administration desktop.
7. In the DCA Host Name field, enter the DCA server's unique host name or its
static IP address.
9. In CCS Password, create a password the DCA will use to authenticate itself to
Collaboration Server.
11. Accept the default of 1099 for the Connection Port on CCS.
When you define the CCS-DCA connection in the CCS Admin Tool, two files used to
authenticate the connection are automatically creaed on the Collaboration Server.
These files must be copied to the DCA server. To copy the authentication files,
complete the following steps:
3. Transfer the files to the DCA machine and place them here:
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<DCArootdirectory>\WebApp\WEB-INF\Cisco\properties.
Note: the target directory on your DCA server will already contain a file names
messageadapter.properties. Overwrite the existing file with the new one.
3. Click Submit.
2. From the Administration desktop menu, select Server Setup > Connections >
Monitor. The Connection Monitor screen opens, displaying the status of all
Collaboration connections.
Post-Installation Recommendations
See the DCA Installation and Integration Guide for additional details.
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Media Blender
Media Blender works with Collaboration Server to provide Web callback and blended
collaboration. Media Blender also provides a firewall gateway service to allow
communication between the Collaboration Server, which resides outside the firewall,
and the MR-PG inside the firewall.
1. Verify that the <ConnectionName>.properties file has been moved from the
Collaboration machine to the CiscoMB\servlet\properties directory on Media
Blender.
#service1=Service.fwgw.properties
#medium1=ACD.ciscocti.properties
#medium2=Collaboration.properties
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Peripheral ID
#ctistrategy=AgentReserved
#peripheral.type=IPCC
6. Set permittedphonenumlength=4 so that you can specify the extension from CCS
(9501).
7. After configuring Media Blender, start the Internet Information Server (IIS) and
then start Media Blender. Open a Web browser and enter the name of the Media
Blender server in the location field. The Cisco Media Blender index page appears.
For complete information on configuring Media Blender, see the Cisco Media Blender
Administration Guide.
E-Mail Manager
Create an Instance
Enable a peripheral
Note: If you run into any problems, use the Verify and Sync utility to synchronize
the E-Mail Manager database with the ICM database.
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Creating an Instance
When you create an instance with E-Mail Manager, use the value from the instance
you created for CEM using the ICM Configuration Manager. After you install E-Mail
Manager, the Configuration Utility starts. The Create a New Instance dialog box
opens.
1. Enter the Instance Name that you want for the first instance.
Caution: The Enterprise Name of the instance should already have been
established in the ICM Configuration Manager. You must use this name as the
name of the E-Mail Manager instance. For more information, see the E-Mail
Manager ICM Tab description in the Administration Connections section.
2. Enter the root Username and Password. When you first install E-Mail Manager,
the root Username is "root" and the Password is "pass". You can modify the root
Username and Password after first opening the Configuration Utility.
3. Click Continue.
5. After you create the first E-Mail Manager instance, a help wizard guides you
through the configuration process. You should read the instructions in the help
frame and click the Next> button to progress through the configuration.
Enabling a Peripheral
1. Select Configuration > Advanced Settings > Peripherals from the E-Mail
Manager Navigation menu. Note that this screen is only present when E-Mail
Manager is in an integrated environment.
1. From the Manage Skill Groups screen, scroll to the bottom of the screen where
you see the Create New Skill Group section.
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2. Enter a Skill Group Name and Description. The Skill Group Name can contain any
combination of letters, numbers, and underscores, up to a maximum of 31
characters.
4. Select ICM Routing if the skill group is to be routed messages through ICM
software.
5. Click Create Skill Group. The skill group is added to the list.
Note: You cannot use a Skill Group Name that was previously used and deleted.
To configure rules to route to the ICM routing skill group, complete the following
steps:
1. Select the Edit Rule Screen and go to the Assignment and Priority section of that
screen. This section allows you to choose to assign the message to an ICM
Routing skill group, and defer the agent assignment to ICM software.
2. Select ICM Routing based on Skill Group and select the skill group from the
list below. This assigns the message to an ICM routing skill group.
3. Check Assign Tracking Number to and select the agent or skill group if you
want to assign the tracking number of the message to a different agent or skill
group.
Notes:
You may choose to assign the tracking number to a different agent or skill group
than the message itself if you have the rule send an AutoResponse. Any replies
to the AutoResponse are assigned to the user or skill group to which you assign
the tracking number.
Message assignment does not actually occur until the entire rule tree processes
the message. Then the message is assigned according to the last rule to process
the message that set the assignment and the assignment made by previous rules
is ignored. Therefore, the message does not get assigned to multiple users or
groups by multiple rules. If you want the message assigned to multiple users,
you must assign the message to a group in which the users are members.
For complete information on configuring E-Mail Manager software, see the following
documentation:
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Reporting Considerations
The integration of IP-IVR with ICM software allows the ICM VRU PIM to collect data
from an IVR for use in call routing, real-time monitoring, and historical reporting.
This information is described in more detail in the Cisco ICM Software IPCC
Administrator Guide.
Before you create and run a script, you need to consider the kinds of information you
want the script to gather for reporting purposes. To get the most out of your IPCC
system, you should have a good understanding of how different types of calls are
routed and how the call flows affect database fields from which reports are derived.
See the Cisco ICM Software IPCC Administrator Guide for instructions on setting up
IPCC for reporting.
Note: You can use WebView for creating enterprise-level reporting. Some of the
applications that are part of the IPCC system also have reporting capabilities but do
not provide reports at the enterprise level.
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Sample Scripts
ICM software determines the best way to handle a call through routing scripts, which
contain instructions that can classify the call as a particular call type, determine the
best destination for the call, and direct the call to an appropriate target. You can
create a specific set of scripts to execute for each call type, such as Sales or Support,
and you can schedule scripts to be used at different times. You create ICM scripts
using the Script Editor tool. For information on how to create and schedule scripts,
see the Cisco ICM Software Scripting and Media Routing Guide.
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Here is a simple basic ICM routing script for routing voice calls that reflects some of
the configurations made in this guide:
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The following multichannel routing script can be used to test single-session chat (A:
ssc1), multisession chat (B: msc1), blended collaboration (C: bc1), and Web callback
(D: Cisco_Voice).
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Test Case
Here is a simple test case to test voice calls in your laboratory setup. This case uses
the following configuration data:
Agent Number, 24
130. Caller listens to IP-IVR play BasicQ music. BasicQ is the name of the VRU
script.
131. Agent 24 logs in to phone 9502 using CTITEST, CTI OS client or CAD.
134. Agent 24 gets a screen pop on the Agent Desktop along with a phone ring.
135. The caller can then hang up or the Agent can drop the call through CTITEST,
CTI OS client, or CAD.
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Cisco CTI OS 5.1 can be installed in your IPCC lab environment. This CTI OS release
introduces a new feature, Silent Monitor, that enables supervisors to listen in on an
agent's call without the agent being aware of the monitoring.
The CTI OS Agent Desktop is supported on all Time Division Multiplexing (TDM)
peripherals supported by CTI OS. See the Cisco ICM Software CTI OS System
Manager's Guide for a list of TDM peripherals that CTI OS currently supports. The
IPCC Supervisor Desktop is supported for use with Cisco IPCC only; it is not
supported for use on TDM peripherals. The Silent Monitor feature is supported for
use with Cisco IPCC Only.
This appendix describes basic installation of CTI OS Server, CTI OS Agent Desktop,
and CTI OS Supervisor Desktop and provides instructions for testing the Silent
Monitor feature. For additional installation and configuration information, see the
following documents:
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If you are upgrading from a 4.x version of CTI OS, uninstall CTI OS Server,
CTI OS Agent Desktops, and CTI OS Supervisor Desktops before installing CTI
OS 5.1. If you are upgrading from CTI OS 5.0, you do not need to uninstall
the CTI OS software.
Ensure an ODBC user and file data source have been created. See
Configuring the Components>CTI Object Server> ODBC User and Configuring
the Components>CTI Object Server> ODBC File Data Source Name if these
have not been created.
Close ICM Service Control on the server on which you are installing or
upgrading to CTI OS Server 5.1.
If the agent is using a hard phone, connect the agent's computer to the
second port on the agent's phone to forward the agent's voice traffic to the
supervisor.
If the agent is using Media Termination, the supervisor must have a hard
phone connected to his/her computer in order to use Silent Monitor for that
agent.
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1. From the Install > CTI OS Server directory on the CTI OS CD, run Setup.exe.
3. If prompted for customer information, enter the current instance name. Click
Next.
5. On the CTI Server Information dialog box, enter the name or IP address and the
port number for your CTI Server (ignore side B). Click Next.
7. Click Next.
8. On the ODBC Connection dialog box, browse to the primary (side A) ODBC file
DSN in the C\Program Files\Common Files\ODBC\Data Sources\ODBC file DSN.
If you used LabODBC as the file DSN, select LabODBC.dsn . Click Next.
9. On the Peer CTI OS Server screen, be sure the Duplex CTI OS Install is not
checked. Click Install.
10. When the installation is complete, the Setup Complete dialog box appears. Click
Finish.
To install the CTI OS Supervisor Desktop, complete the following steps on the
supervisor machine:
1. From the Install > CTI OS Client directory on the CTI OS CD, run Setup.exe.
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Silent Monitor
5. Click Next.
6. On the CTI OS Server Information screen, enter the name or IP address for your
CTI OS Server. Accept the default Port number 42028. Click Next.
8. When the installation is complete, the Setup Complete dialog box appears. Click
Finish.
To install the CTI OS Agent Desktop, complete the following steps on the agent
machine:
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1. From the Install > CTI OS Client directory on the CTI OS CD, run Setup.exe.
Silent Monitor
5. Click Next.
6. On the CTI OS Server Information screen, enter the name or IP address for your
CTI OS Server. Accept the default Port number 42028. Click Next.
8. When the installation is complete, the Setup Complete dialog box appears. Click
Finish.
To start the CTI OS Service, complete the following steps on the CTI OS Server
machine:
3. Click Start. Two process windows open, one for ctidriver and one for ctios
server. Check that both window title bars indicate that the processes are Active.
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When you have installed the CTI OS Server, CTI OS Agent Desktop, and CTI OS
Supervisor Desktop, you can test the CTI OS 5.1 Silent Monitor feature, which
enables a supervisor to listen in on an agent's call without the agent being aware of
the monitoring.
Configuring an agent
Configuring a supervisor
Note: You can also use the AllagentsMonitor sample, which describes how to connect
to CTI OS, select an agent, and monitor him/her. Using this sample, you do not
need to log in or configure agent teams. For more information on this sample, see
the CTI OS Developer’s Guide.
Configuring an agent
Configure at least one agent to test the silent monitor feature. See Configuring the
Components > ICM Software Configuration > Agents for instructions on configuring
an agent.
Configuring a supervisor
Before configuring a supervisor, create a person record for the supervisor. See
Configuring the Components > ICM Software Configuration > Persons for instructions
on creating a person record.
1. From the Configuration Manager, select Configure ICM > Peripherals > Agent
> Agent Explorer. The ICM Agent Explorer dialog box opens.
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2. From the Peripheral drop-down menu, chose the CallManager peripheral, such
as BostonCM_PG.
3. Click Retrieve and then click Add Agent. The Agent tab appears.
Select Person- Click this button and select the person, Brian Jameson.
Peripheral Name – Enter a name for the agent known to the peripheral, for
example, Jameson_Brian.
Peripheral Number – Enter the agent’s ID used for voice, such as 501. This
number identifies the agent to the peripheral.
Name- Enter an enterprise name for the agent that is unique within the
enterprise.
5. Select the Skill group membership tab and complete the tab as follows:
A. Click Add.
B. Select the skill group(s) for the agent(s) that this supervisor will monitor and
click OK.
D. Click OK.
1. From the Configuration Manager, select Configure ICM > Peripherals > Agent
Team> Agent Team List.
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A. Click Add.
C. Click OK.
5. Select the Supervisor tab and select the supervisor that you created from the
Primary Supervisor drop-down list, such as Brian Jameson.
After configuring an agent, supervisor, and agent teams, you can test Silent Monitor.
1. Log the supervisor into the CTI OS Supervisor Desktop on the supervisor desktop
machine by performing the following tasks:
A. On the supervisor desktop, select Start > Programs > Cisco Systems CTI
OS > CTIO OS Supervisor Desktop. The two supervisor softphone screens
open.
B. Click Log in and enter the supervisor’s Agent ID and password that you
specified when creating the supervisor and the instrument number of the
supervisor’s phone. Click OK.
In the Cisco CTI OS Real-Time Status for Voice window, you should see the
agents that are included in the supervisor’s team.one or more entries.
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2. Log an agent into the CTI OS Agent desktop on an agent desktop machine by
performing the following tasks:
A. On the agent desktop, select Start > Programs > Cisco Systems CTI OS >
CTIO OS Agent Desktop. The agent softphone screen opens.
B. Click Log in and enter the agent’s Agent ID and password that you specified
when creating the agent and the instrument number of the agent’s phone.
Click OK.
4. When the agent’s phone rings, answer the call using the softphone buttons if the
agent is using Media Termination. If the agent is not using a headset, answer the
hard phone.
5. On the CTI OS Supervisor Desktop, select the agent, who appears in Talking
state, and click the Silent Monitor button. The agent’s state changes to
Talking/Monitored and the call appears in the Monitored Calls section. You will
hear the agent’s conversation through the speakers or headset connected to the
supervisor’s machine.
If you do not hear the agent's conversation, confirm that the correct settings
were chosen during the CTI OS Agent Desktop installation and that the agent's
machine is connected to the second port on the agent's phone.
If the supervisor desktop does not contain the Silent Monitor buttons, confirm
that the correct settings we chosen during the CTI OS Supervisor Desktop
installation.
6. Click Stop Silent Monitor to end the Silent Monitor of the agent.
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Glossary
ACD
Automatic Call Distributor. Telephony hardware and software that acts as the final
distribution point for incoming telephone calls.
Agent Desk Settings define a set of properties associated with a group of agents.
Allocation script
Application editor
Windows application which can be downloaded from the Web and executed on a
Windows 95, Windows NT, or Windows 2000 operating system.
AVVID
blended collaboration
A blended collaboration session is one that is blended with IPCC. It occurs when an
agent is assigned by ICM software. ICM software selects an agent for the task, and
the Web collaboration interface appears on the agent desktop. At the same time,
the agent's telephone places an outbound call to the customer. Blended
collaboration is also an ICM media class that ensures Web-initiated requests are
routed to Collaboration agents using ICM software, IPCC, Media Blender, and
Collaboration Server.
call queuing
CallManager PG works with the IP-IVR queue, which enables ICM software to direct
calls to the IP-IVR system for call treatment while waiting for an appropriate agent
to become available.
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CallManager PG
The Peripheral Gateway used in the ICM subsystem to monitor and interpret for
CallManager and the CTI Server.
CallRouter
In the ICM system, the decision making half of the Central Controller.
Central Controller
In the ICM system, this is the combination of the CallRouter and the Logger.
CTI
CTI Server
This is the system that IPCC uses to store and disseminate data to a telephony
agent.
DHCP
DSP
DTMP
Dual-tone-multi-frequency. Uses two tones to represent each key on the touch pad.
When any key is pressed, the tone of the column and the tone of the row are
generated, hence dual tone.
The Media Blender firewall gateway service allows Collaboration Server, which
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Gatekeepers
ICM
Intelligent Contact Management. The IPCC component that is responsible for making
routing decisions and performing the ACD functions.
instance
IP telephone
The Cisco telephone based on packet data for the AVVID architecture.
IP-IVR
JTAPI
Java Telephony Application Programming Interface used for call control. JTAPI is an
extensible API designed to scale for use in a range of domains from first-party call
control in a consumer device to third-party call control in large distributed contact
centers.
Logger
The database server component of the ICM subsystem that is responsible for
accumulating and storing data.
MCS
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MCU
MGCP
Media Gateway Control Protocol is one of a few control and signal standards
thatcompetes with the older H.323 standard to convert audio to data packets carried
overInternet type packet networks.
MR-PG
multisession chat
A type of session and a media class routed by ICM software. The multisession chat
media class ensures that Web-initiated requests are routed to Collaboration agents
who handle multiple, one-to-one Collaboration sessions at one time. Multisession
chat agents provide chat and Web collaboration in response to requests.
NIC
Network Interface Controller. In ICM, this is the interpreter between the PSTN and
the Central Controller.
PBX
The unit of the ICM subsystem that facilitates communication between the Central
Controller and the peripheral; for example, an ACD, PBX, or VRU.
PIM
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Post-Routing
The process of making a routing decision after the call reaches a termination point.
Pre-Routing
The process of making a routing decision before the call reaches a termination point.
QoS
Routing Client
Silent Monitor
single-session chat
A type of session and a media class routed by ICM software. The single-session chat
media class ensures that Web-initiated requests are routed to Collaboration agents
who handle one Collaboration session at a time. Single-session chat agents provide
chat and Web collaboration in response to requests.
skill group
A generalized messaging set that allows Skinny Clients such as the IP phone to
coexist in an H.323 environment. When couple with an H.323 Proxy, the Skinny
Client can interoperate with H.323 compliant terminals to establish control, and
clear audio calls. In addition, the Skinny Client can invoke T.120 services on behalf
of the associated PC.
sprawler
The name given to the ICM software system when all the ICM software components
are installed on one server or workstation.
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A set of network protocols developed by IBM. Originally designed in 1974 for IBM's
mainframe computers, SNA has evolved over time to support peer-to-peer networks
of workstations.
task
The work performed by an agent. The task is always associated with only one
communication medium, such as voice or e-mail.
TFTP
Trivial File Transfer Protocol. A simple form of FTP. TFTP uses the User Datagram
Protocol (UDP) and provides no security features. It is often used in a server to
boot diskless workstations, X-terminals, and routers.
This is the process of integrating voice and data over the same network using the
Cisco AVVID architecture.
VRU
Voice Response Unit; also called an Interactive Voice Response (IVR) unit. A VRUis a
telecommunications computer that responds to caller-entered touch-ton digits.
Web callback
A feature of Collaboration Server that allows a customer to use a "call me" button on
a company's Web site. The resulting callback request is handled by ICM software.
When ICM software selects an agent to handle the callback request, the agent's
telephone set places an outbound telephone call to the customer. Web callback,
sometimes referred to as "callback only," is for simple callbacks that do not involved
blended collaboration or blended text chat.
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Index
Admin Workstation ................................................................................................................... 12
administration (ConAPI) connections .............................................................................................. 96
Collaboration Server .............................................................................................................. 96
E-Mail Manager ..................................................................................................................... 96
ICM AW ................................................................................................................................ 96
agent desk settings ...................................................................................................................... 54
Agent Desk Settings List ............................................................................................................... 54
Agent Explorer............................................................................................................................. 69
agents ........................................................................................................................................ 69
adding to skill groups ............................................................................................................. 70
multichannel ......................................................................................................................... 99
Application Engine........................................................................................................................ 49
configuring ........................................................................................................................... 49
starting ................................................................................................................................ 49
application instance...................................................................................................................... 95
Collaboration Server .............................................................................................................. 95
E-Mail Manager ..................................................................................................................... 95
AVVID ......................................................................................................................................... 5
basic script ............................................................................................................................. 113
ICM ................................................................................................................................... 113
Blended Agent ........................................................................................................................35, 79
configuring in CallManager ...................................................................................................... 35
configuring in ICM software..................................................................................................... 79
Dialer ................................................................................................................................... 79
Dialer Port Map...................................................................................................................... 79
OutboundControl Variable ....................................................................................................... 79
OutboundPercent Variable....................................................................................................... 79
port devices .......................................................................................................................... 35
Call Type List............................................................................................................................... 75
call types .................................................................................................................................... 75
Caller-Entered Digits (CED) ........................................................................................................... 75
Calling Line ID (CLID)................................................................................................................... 75
CallManager ................................................................................................................................ 6
configuration checklist............................................................................................................ 36
configurations .................................................................................................................... 23
CTI Route Points.................................................................................................................... 27
installing...............................................................................................................................4
IP phones ............................................................................................................................. 23
JTAPI client ........................................................................................................................ 16
JTAPI users ........................................................................................................................... 31
CallRouter ................................................................................................................................. 12
Cancel command ......................................................................................................................... 46
CED ........................................................................................................................................... 75
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checklists .................................................................................................................................... 6
CallManager configuration....................................................................................................... 36
ICM software configuration ..................................................................................................... 82
IPCC tasks ............................................................................................................................ 6
IP-IVR configuration............................................................................................................... 50
Cisco 7960 IP phones.................................................................................................................. 4
configuring ........................................................................................................................... 23
features................................................................................................................................ 23
CLID .......................................................................................................................................... 75
Collaboration Server ............................................................................................................6, 101
agents and skill groups......................................................................................................... 101
application instance ............................................................................................................. 101
AW connection .................................................................................................................... 101
connection to Media Blender ................................................................................................. 101
HTML call forms................................................................................................................... 101
ICM Agent peripherals .......................................................................................................... 101
ICM MRD ............................................................................................................................ 101
Verify and Sync Tool ............................................................................................................ 101
commands .................................................................................................................................. 46
ICM Subsytem for VRU scripts ................................................................................................. 46
configuration ............................................................................................................................ 19
order of............................................................................................................................... 19
sample values ..................................................................................................................... 20
software ............................................................................................................................. 19
Configuration Directory................................................................................................................. 46
IP-IVR .................................................................................................................................. 38
Configuration Manager window ...................................................................................................... 57
Connect command ....................................................................................................................... 46
connection port number............................................................................................................ 12
CRA Editor .................................................................................................................................. 48
CTI Object Server.................................................................................................................. 6, 83
CTI OS........................................................................................................................ 83, 117, 122
Agent Desktop................................................................................................................87, 118
installing........................................................................................................................86, 118
ODBC file DSN....................................................................................................................... 85
starting with ICM Service Control............................................................................................. 89
Supervisor Desktop.........................................................................................................88, 118
CTI Port ...................................................................................................................................... 43
CTI Port Groups ........................................................................................................................... 43
CTI Route Points .......................................................................................................................... 27
configuring ........................................................................................................................... 27
IP-IVR .................................................................................................................................. 45
CTI Server................................................................................................................................. 12
configuring ......................................................................................................................... 12
customer support........................................................................................................................ 1
obtaining .............................................................................................................................. 1
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VRU ..................................................................................................................................... 48
Service Explorer ............................................................................................................... 63, 66, 71
Services...................................................................................................................................... 63
in ICM .................................................................................................................................. 63
skill group ................................................................................................................................... 65
attaching to a service ............................................................................................................. 66
creating in E-Mail Manager.................................................................................................... 106
multichannel ....................................................................................................................... 100
Skill Group Explorer ..................................................................................................................... 65
Skill Group members .................................................................................................................... 70
software ..................................................................................................................................... 1
components .......................................................................................................................... 6
installing...............................................................................................................................4
JTAPI Plug-in...................................................................................................................... 16
requirements ........................................................................................................................ 1
sprawler.................................................................................................................................... 12
standards.................................................................................................................................... 23
H.323................................................................................................................................... 23
MGCP ................................................................................................................................... 23
SIP ...................................................................................................................................... 23
system components .................................................................................................................... 6
system diagram ........................................................................................................................ 18
tasks ........................................................................................................................................... 6
CallManager.......................................................................................................................... 6
checklist ...............................................................................................................................6
Collaboration Server ............................................................................................................. 6
CTI OS .................................................................................................................................. 6
E-Mail Manager ..................................................................................................................... 6
hardware installation............................................................................................................ 6
ICM software ........................................................................................................................ 6
IP-IVR .................................................................................................................................. 6
Media Blender....................................................................................................................... 6
multichannel......................................................................................................................... 6
software installation............................................................................................................. 6
technical assistance .................................................................................................................... 1
obtaining .............................................................................................................................. 1
test case ................................................................................................................................. 116
testing your lab setup ............................................................................................................. 116
Trunk Groups .............................................................................................................................. 61
Universal Queue ........................................................................................................................ 100
VRU script..............................................................................................................................46, 77
example ............................................................................................................................... 48
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