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ICM Product Training Part 1 ICM Components © 2005 Cisco Systems, In c. All rights

ICM Product Training Part 1

ICM Components

© 2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x—#-1

ICM Components

ICM Com p onents
Admin Workstation HDS Peripheral (AW) Gateway WVDB (PG) AWDB Visible Network Router + Logger =
Admin
Workstation
HDS
Peripheral
(AW)
Gateway
WVDB
(PG)
AWDB
Visible Network
Router + Logger =
Central Controller
N
Carrier
I
CCDB
C
Note: Pre-Routing only
Router
Logger

Private Network

ICM Com p onents ( Central Controller )

ICM Components (Central Controller)

Router + Logger = Central Controller

Visible Network

N I C
N
I
C
Router + Logger = Central Controller Visible Network N I C Router Logger Pre-Routing only Carrier
Router + Logger = Central Controller Visible Network N I C Router Logger Pre-Routing only Carrier
Router + Logger = Central Controller Visible Network N I C Router Logger Pre-Routing only Carrier
Router
Router

Logger

Pre-Routing only

Carrier
Carrier

Private Network

ICM Com p onents ( Central Controller )

ICM Components (Central Controller)

Duplexed Central Controllers Visible Network Visible Network Side A Side B Logger Router Router Logger
Duplexed Central Controllers
Visible Network
Visible Network
Side A
Side B
Logger
Router
Router
Logger
N
Pre-Routing only
I
N
C
I
C
Carrier
Private Network
Private Network
ICM Com p onents ( Peri p heral Gatewa y)

ICM Components (Peripheral Gateway)

Private Network

ICM Com p onents ( Peri p heral Gatewa y) Private Network ACD PG1B Du lexed

ACD

PG1B Du lexed PG’s p
PG1B
Du lexed PG’s
p

Visible Network

To Central Controller

PG1A

ICM Com p onents ( IPCC Gatewa y PG)

ICM Components (IPCC Gateway PG)

ICM Parent

NEW in 7.0

ICM Com p onents ( IPCC Gatewa y PG) ICM Parent NEW in 7.0 P r
ICM Com p onents ( IPCC Gatewa y PG) ICM Parent NEW in 7.0 P r
ICM Com p onents ( IPCC Gatewa y PG) ICM Parent NEW in 7.0 P r

Private

Admin Workstation

IPCC Enterprise Child Private Router Logger P I CTI M Server IPCC Enterprise Gateway PG
IPCC Enterprise Child
Private
Router
Logger
P
I
CTI
M Server
IPCC Enterprise
Gateway PG
Admin Workstation

ICM Parent

Private

IPCC System

PG

Admin Workstation Router Logger
Admin Workstation
Router
Logger

IPCC Express Child

PG Admin Workstation Router Logger IPCC Express Child P I M • IPCC Gateway PG R
PG Admin Workstation Router Logger IPCC Express Child P I M • IPCC Gateway PG R
P I M
P
I
M

IPCC Gateway PG Router Logger

The IPCC Gateway feature allows IPCC Enterprise or IPCC Express to appear as a traditional ACD connected to the ICM system

IPCC Gateway PG provides an auto-configuration feature.

IPCC Express Gateway PG Software installed on IPCC Express (CRS)

ICM Com p onents (Admin Workstation)

ICM Components (Admin Workstation)

Initialize and update configuration information.

Write and update routing scripts and administrative scripts.

Monitor the execution of scripts.

Monitor the performance of skill groups, services, routes, and trunks

of skill groups, services , routes, and trunks AWDB HDS WVDB © 2005 Cisco Systems, In
AWDB HDS WVDB
AWDB
HDS
WVDB
ICM Com p onents (Admin Workstation)

ICM Components (Admin Workstation)

Logger

Router

Real Time Data from PG’s • Configuration changes are made from the AW, but are
Real Time Data from PG’s
• Configuration
changes are made
from the AW, but are
written directly to
the Central
Controller Database
and Router RAM
Real-Time Feed
CCDB
Distributor AW
AWDB
* At least one Distributor
AW must be installed
and have connectivity
to the Central Controller
HDS
• Client AW’s make
changes Through
the Distributor AW
that is providing its
Real-Time Data
WVDB
Client AW
Real-Time Data
its Real-Time Data WVDB Client AW Real-Time Data © 2005 Cisco Systems, In c. All rights
ICM Com p onents ( WebView Server )

ICM Components (WebView Server)

Distributor AW/ WebView Server
Distributor AW/
WebView Server
AW Processes WebView Server IIS (Web Server) Third Party SW WebView Reporting SW and Templates
AW Processes
WebView Server
IIS (Web Server)
Third Party SW
WebView
Reporting SW and
Templates
SQL Server
Databases
AWDB
HDS
WVDB
SW and Templates SQL Server Databases AWDB HDS WVDB Webview Client InfoMaker ( op ti ona
SW and Templates SQL Server Databases AWDB HDS WVDB Webview Client InfoMaker ( op ti ona
SW and Templates SQL Server Databases AWDB HDS WVDB Webview Client InfoMaker ( op ti ona

Webview Client

SQL Server Databases AWDB HDS WVDB Webview Client InfoMaker ( op ti ona l) © 2005
SQL Server Databases AWDB HDS WVDB Webview Client InfoMaker ( op ti ona l) © 2005
SQL Server Databases AWDB HDS WVDB Webview Client InfoMaker ( op ti ona l) © 2005

InfoMaker

(optional)

ICM Com p onents ( Databases )

ICM Components (Databases)

ICM Databases

CCDB Configuration Info Scripts Historical Data System Events
CCDB
Configuration Info
Scripts
Historical Data
System Events

Central Controller

AWDB Real-Time Data Copy of Configuration data and Scripts
AWDB
Real-Time Data
Copy of
Configuration data
and Scripts

Distributor AW

HDS Copy of Historical Data WVDB Report Templates
HDS
Copy of Historical
Data
WVDB
Report Templates

Must reside on a Distributor AW

AWDB

ICM Com p onents ( Full y Du p lexed S y stem )

ICM Components (Fully Duplexed System)

Example of a fully Duplexed ICM system

Private Private Carrier Carrier PG1A PG1B PG2A PG2B ACD ACD Public (visible) Public (visible) Public
Private
Private
Carrier
Carrier
PG1A
PG1B
PG2A
PG2B
ACD
ACD
Public (visible)
Public (visible)
Public (visible)
Public (visible)
Logger
Router
Carrier
Router
Logger
Admin Workstation
Admin Workstation
Private
Private
Central Controller Side A
Central Controller Side B
ICM Com p onents ( Addin g a new Contact Center )

ICM Components (Adding a new Contact Center)

Adding a new ACD allowing fully redundant inter-flow would require many new Tie Lines and is expensive

In most cases the new ACD must be from same vendor to allow interoperability

New ACD
New ACD
ICM Com p onents ( Addin g a new Contact Center )

ICM Components (Adding a new Contact Center)

New Contact Center

Private IPCC Express with Gateway PG software PG1A PG1B ACD Carrier Public (visible) Public (visible)
Private
IPCC Express with Gateway PG software
PG1A
PG1B
ACD
Carrier
Public (visible)
Public (visible)
Public (visible)
L
ogger
R
ou er
t
R
ou er
t
L ogger
Carrier
Admin Workstation
Admin Workstation
Private
Private
Central Controller Side A
Central Controller Side B
ICM Terms ( Routin g Client )

ICM Terms (Routing Client)

ACD Service PG CG N Carrier I C ICM
ACD
Service
PG
CG
N
Carrier
I
C
ICM
Call Treatment Skill Group
Call
Treatment
Skill Group

Carrier via a NIC Peripheral via a PG

MRD DN Call Type Schedule Label Peripheral Target NTG + DNIS
MRD
DN
Call Type
Schedule
Label
Peripheral Target
NTG + DNIS

Script

Type Schedule Label Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems,
Skill Target
Skill Target
Label Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c.

Route

Route
Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c. All
ICM Terms ( Route Re q uest )

ICM Terms (Route Request)

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
Service PG CG Post-Routing Pre-Routing N Carrier I C ICM
Service
PG
CG
Post-Routing
Pre-Routing
N
Carrier
I
C
ICM

Route Request

Inquiry made by a Routing Client Two types of Route Requests

- Pre-Routing

- Post-Routing

MRD DN Call Type Schedule
MRD
DN
Call Type
Schedule

Script

- Post-Routing MRD DN Call Type Schedule Script Skill Target Label Peripheral Target NTG + DNIS
Skill Target
Skill Target
MRD DN Call Type Schedule Script Skill Target Label Peripheral Target NTG + DNIS Route ©
Label Peripheral Target NTG + DNIS
Label
Peripheral Target
NTG + DNIS

Route

Route
Skill Target Label Peripheral Target NTG + DNIS Route © 2005 Cisco Systems, In c. All

ICM Terms (Call Type)

ICM Terms ( Call T yp e)
ICM Terms ( Call T yp e) PG Carrier N I C ACD ICM Service Call

PG

ICM Terms ( Call T yp e) PG Carrier N I C ACD ICM Service Call

Carrier

N

I

C

ACD

ICM

Service

Call Treatment
Call
Treatment

Skill Group

PG Carrier N I C ACD ICM Service Call Treatment Skill Group CG • Calls are

CG

Calls are categorized based on DN and if available, CLID and/or CED

t based on Schedule

D

e erm nes w

i

hi

h S

i

cr p

t t

c

o run

MRD

DN Call Type
DN Call Type
DN

DN

DN Call Type
DN Call Type
DN Call Type
Call Type

Call Type

Call Type

Call Type

Schedule

Script

Skill Target

Label
Label
Peripheral Target NTG + DNIS
Peripheral Target
NTG + DNIS

Route

Route

ICM Terms (Schedule)

ICM Terms ( Schedule )
ICM Terms ( Schedule ) PG Carrier N I C ACD ICM Service Call Treatment Skill

PG

ICM Terms ( Schedule ) PG Carrier N I C ACD ICM Service Call Treatment Skill

Carrier

N

I

C

ACD

ICM

Service

Call Treatment
Call
Treatment

Skill Group

PG Carrier N I C ACD ICM Service Call Treatment Skill Group • After you create

After you create a script, you have to specify under what conditions you want the ICM software to use it

CG

MRD

DN Call Type
DN Call Type
DN

DN

DN Call Type
DN Call Type
DN Call Type
Call Type

Call Type

Call Type
Label
Label

Schedule

Peripheral Target NTG + DNIS
Peripheral Target
NTG + DNIS

Script

Skill Target

Route

Route

ICM Terms (Script)

ICM Terms ( Scri pt)
ICM Terms ( Scri pt) PG Carrier N I C ACD ICM Service Call Treatment Skill

PG

ICM Terms ( Scri pt) PG Carrier N I C ACD ICM Service Call Treatment Skill

Carrier

N

I

C

ACD

ICM

Service

Call Treatment
Call
Treatment

Skill Group

PG Carrier N I C ACD ICM Service Call Treatment Skill Group CG • A routine

CG

A routine the administrator constructs and defines that the Router performs once the script is scheduled

MRD

DN Call Type
DN Call Type
DN

DN

DN Call Type
DN Call Type
DN Call Type
Call Type

Call Type

Call Type

Schedule

Script

Skill Target

Label
Label
Peripheral Target NTG + DNIS
Peripheral Target
NTG + DNIS

Route

Route

ICM Terms (Script)

ICM Terms ( Scri pt)
ICM Terms ( Scri pt) • Routing scripts determine where to sen call basis. Routing scripts

Routing scripts determine where to

sen

call basis. Routing scripts are constructed to support your

d

ll

ll-b

ca

s on a ca

-

y

business rules

supp ort y our d ll ll -b ca s on a ca - y business

Administrative scripts perform background d scheduled to run at specified time intervals.

process ng an

i

are

ICM Terms (Skill Target)

ICM Terms ( Skill Tar g et )
ICM Terms ( Skill Tar g et ) PG Carrier N I C ACD ICM Service

PG

ICM Terms ( Skill Tar g et ) PG Carrier N I C ACD ICM Service

Carrier

N

I

C

ACD

ICM

Service

Call Treatment
Call
Treatment

Skill Group

PG Carrier N I C ACD ICM Service Call Treatment Skill Group • Skill Target refers

Skill Target refers to the entity at the peripheral to which the call is dispatched

CG

MRD

DN Call Type
DN Call Type
DN

DN

DN Call Type
DN Call Type
DN Call Type
Call Type

Call Type

Call Type
Label
Label

Schedule

Peripheral Target NTG + DNIS
Peripheral Target
NTG + DNIS

Script

Skill Target

Route

Route

ICM Terms (Route)

ICM Terms ( Route )
ICM Terms ( Route ) PG Carrier N I C ACD ICM Service Call Treatment Skill

PG

ICM Terms ( Route ) PG Carrier N I C ACD ICM Service Call Treatment Skill

Carrier

N

I

C

ACD

ICM

Service

Call Treatment
Call
Treatment

Skill Group

PG Carrier N I C ACD ICM Service Call Treatment Skill Group CG • A value

CG

A value returned by a routing script that maps to a service and a s ecific (skill) tar et at a peripheral

p

g

MRD

DN Call Type
DN Call Type
DN

DN

DN Call Type
DN Call Type
DN Call Type
Call Type

Call Type

Call Type

Schedule

Script

Label
Label
Peripheral Target NTG + DNIS
Peripheral Target
NTG + DNIS

Skill Target

Route
Route
ICM Terms ( Peri p heral Tar g et )

ICM Terms (Peripheral Target)

ICM Terms ( Peri p heral Tar g et ) PG Carrier N I C ACD

PG

ICM Terms ( Peri p heral Tar g et ) PG Carrier N I C ACD

Carrier

N

I

C

ACD

ICM

Service

Call Treatment
Call
Treatment

Skill Group

PG Carrier N I C ACD ICM Service Call Treatment Skill Group CG • Combination of

CG

Combination of Network Trunk Group and DNIS value

A peripheral target is associated with a service, skill group or agent at a peripheral

MRD

DN Call Type
DN Call Type
DN

DN

DN Call Type
DN Call Type
DN Call Type
Call Type

Call Type

Call Type

Schedule

Script

Skill Target

Label
Label

Peripheral Target NTG + DNIS

Route

Route

ICM Terms (Label)

ICM Terms ( Label )
ICM Terms ( Label ) PG Carrier N I C ACD ICM Service Call Treatment Skill

PG

ICM Terms ( Label ) PG Carrier N I C ACD ICM Service Call Treatment Skill

Carrier

N

I

C

ACD

ICM

Service

Call Treatment
Call
Treatment

Skill Group

PG Carrier N I C ACD ICM Service Call Treatment Skill Group • A value that

A value that ICM returns to the routing client. The routing client maps the label to either an announcement, or a trunk group and DNIS value

CG

MRD

DN Call Type
DN Call Type
DN

DN

DN Call Type
DN Call Type
DN Call Type
Call Type

Call Type

Call Type

Label

Schedule

Peripheral Target NTG + DNIS
Peripheral Target
NTG + DNIS

Script

Skill Target

Route

Route
ICM Terms ( Network Trunk Grou p)

ICM Terms (Network Trunk Group)

ACD Call Treatment Service Skill Group • Describes the Carrier’s view of the trunks •
ACD
Call
Treatment
Service
Skill Group
• Describes the Carrier’s view of the
trunks
• A N
e wor
t
k T
run
k G
roup maps o one
t
or more peripheral trunk groups
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

ICM Terms (Trunk Group)

ICM Terms ( Trunk Grou p)

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
Service i l PG CG MRD DN Call Type N Carrier I C ICM Label
Service
i
l
PG
CG
MRD
DN
Call Type
N
Carrier
I
C
ICM
Label

Peripherals view of the trunks

i

h

era

e

fi

ne

th

l

A collection of trunks associated with

l d

a s ng e per p

ti

e oca

on

of that peripheral

Schedule Peripheral Target NTG + DNIS
Schedule
Peripheral Target
NTG + DNIS

Script

peripheral Schedule Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In
Skill Target
Skill Target
Schedule Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c.

Route

Route
Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c. All

ICM Terms (Trunks)

ICM Terms ( Trunks )

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
Service PG CG N Carrier I C ICM
Service
PG
CG
N
Carrier
I
C
ICM

Some number of outside lines that are available for making and receiving calls

MRD DN Call Type Schedule Label Peripheral Target NTG + DNIS
MRD
DN
Call Type
Schedule
Label
Peripheral Target
NTG + DNIS

Script

Type Schedule Label Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems,
Skill Target
Skill Target
Label Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c.

Route

Route
Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c. All

ICM Terms (Peripheral)

ICM Terms ( Peri p heral )
ACD Service PG CG N Carrier I C ICM
ACD
Service
PG
CG
N
Carrier
I
C
ICM
Call Treatment Skill Group
Call
Treatment
Skill Group

Cisco term for such entities as an ACD or VRU/IVR

Any device connected to the PIM of a PG

MRD DN Call Type Schedule Label Peripheral Target NTG + DNIS
MRD
DN
Call Type
Schedule
Label
Peripheral Target
NTG + DNIS

Script

Type Schedule Label Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems,
Skill Target
Skill Target
Label Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c.

Route

Route
Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c. All

ICM Terms (Service)

ICM Terms ( Service )
ACD Call Treatment Service Skill Group • A particular type of processing the caller requires
ACD
Call
Treatment
Service
Skill Group
• A particular type of processing the
caller requires
• This can be defined as an Application
(Aspect) or VDN (Definity)
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

ICM Terms (Skill Group)

ICM Terms ( Skill Grou p)

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
Service PG CG N Carrier I C ICM
Service
PG
CG
N
Carrier
I
C
ICM

A collection of agents sharing a common set of skills

MRD DN Call Type Schedule Label Peripheral Target NTG + DNIS
MRD
DN
Call Type
Schedule
Label
Peripheral Target
NTG + DNIS

Script

Type Schedule Label Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems,
Skill Target
Skill Target
Label Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c.

Route

Route
Peripheral Target NTG + DNIS Script Skill Target Route © 2005 Cisco Systems, In c. All

ICM Terms (Agent)

ICM Terms (Ag ent )
ICM Terms (Ag ent ) PG Carrier N I C ACD ICM Service Call Treatment Skill

PG

ICM Terms (Ag ent ) PG Carrier N I C ACD ICM Service Call Treatment Skill

Carrier

N

I

C

ACD

ICM

Service

Call Treatment
Call
Treatment

Skill Group

PG Carrier N I C ACD ICM Service Call Treatment Skill Group • A person who

A person who can answer incoming calls

CG

MRD

DN Call Type
DN Call Type
DN

DN

DN Call Type
DN Call Type
DN Call Type
Call Type

Call Type

Call Type
Label
Label

Schedule

Peripheral Target NTG + DNIS
Peripheral Target
NTG + DNIS

Script

Skill Target

Route

Route

Summary

Summar y

This lesson provided an overview of the Cisco ICM System. You should now be able to:

Discuss the benefits of ICM Call by Call Routing

Briefly describe the ICM architecture and the role of each of the system components

© 2005 Cisco Systems, In c. All rights reserved. Course acronym vx.x—#-32
© 2005 Cisco Systems, In c. All rights reserved. Course acronym vx.x—#-32