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Cisco ICM Software

Internet Protocol Contact Center (IPCC)


Laboratory Guide

Cisco ICM Software, Version 5.0

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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

SETTING UP THE LABORATORY .....................................................................4


In the IPCC Lab ................................................................................... 4
Software Installation Tips ...................................................................... 4
Checklist of Tasks ................................................................................ 6
Installing an ICM Sprawler.....................................................................12
CallRouter Installation..........................................................................12
Logger Installation ..............................................................................13
Admin Workstation Installation..............................................................13
Adding a Generic Peripheral Gateway With PIMs ......................................14
CTI Server Installation .........................................................................15
Installing the JTAPI Client .....................................................................16

Alternative Lab Setup.............................................................................18

CONFIGURING THE SOFTWARE COMPONENTS ............................................19


Sample Values........................................................................................20

CallManager Configurations ...................................................................23


IP Phones...........................................................................................23
CTI Route Points .................................................................................27
CTI Ports ...........................................................................................29
JTAPI Users ........................................................................................31
Setting the Phone Configuration ............................................................34
Blended Agent Port Devices ..................................................................35

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CallManager Configuration Checklist.......................................................36


IP-IVR Configurations ............................................................................37
Directory Profile ..................................................................................38
JTAPI User .........................................................................................42
CTI Port Groups ..................................................................................43
CTI Route Points .................................................................................45
ICM Subsystem...................................................................................46
VRU Scripts ........................................................................................48
Application Engine...............................................................................49
IP-IVR Configuration Checklist ..............................................................50
ICM Software Configurations .................................................................51
Network VRU ......................................................................................52
Agent Desk Settings ............................................................................54
CallManager PG and CallManager Peripheral ............................................55
IP-IVR Peripheral ................................................................................57
Network Trunk Groups .........................................................................59
Trunk Groups .....................................................................................61
Dialed Numbers ..................................................................................62
Services.............................................................................................63
Skill Groups........................................................................................65
Service Members.................................................................................66
Persons .............................................................................................68
Agents...............................................................................................69
Skill Group Members............................................................................70
Routes...............................................................................................71
Device Targets....................................................................................72
Labels ...............................................................................................74
Call Types ..........................................................................................75
Network VRU Scripts............................................................................77
CTI OS Related Configurations ..............................................................78
Blended Agent ....................................................................................79
ICM Configuration Checklist ..................................................................82
CTI Object Server Configurations ..........................................................83
ODBC User .........................................................................................83
ODBC File Data Source Name................................................................85
CTI OS Server ....................................................................................86
CTI OS Agent Desktop .........................................................................87
CTI OS Supervisor Desktop...................................................................88
ICM Service Control.............................................................................89
Multichannel Configurations...................................................................90

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Media Routing Peripheral Gateway .........................................................90


Media Routing Domains........................................................................94
Application Instances ...........................................................................95
Administration Connections ..................................................................96
ICM Admin Workstation........................................................................96
Collaboration Server ............................................................................97
E-Mail Manager ...................................................................................97
Multichannel Agents ............................................................................99
Multichannel Skill Groups ................................................................... 100
Universal Queue................................................................................ 100
Collaboration Server .......................................................................... 101
Dynamic Content Adapter................................................................... 102
Media Blender................................................................................... 105
E-Mail Manager ................................................................................. 106

REPORTING CONSIDERATIONS .................................................................110

SAMPLE SCRIPTS.......................................................................................111
Basic Routing Script .............................................................................113

Multichannel routing script ..................................................................115

TEST CASE .................................................................................................116


Appendix: CTI OS 5.1 Appendix: CTI OS 5.1 ........................................117

Upgrading to or Installing CTI OS 5.1 ..................................................118


Before Installing CTI OS 5.1 ............................................................... 118
Installing CTI OS Server..................................................................... 119
Installing the CTI OS Supervisor Desktop ............................................. 119
Installing the CTI OS Agent Desktop .................................................... 120
Starting CTI OS Service After Installation ............................................. 121
Testing the Silent Monitor Feature .......................................................122
Configuring an agent ......................................................................... 122
Configuring a supervisor .................................................................... 122
Configuring an agent team ................................................................. 123
Testing Silent Monitor ........................................................................ 124

GLOSSARY .................................................................................................126

INDEX .......................................................................................................132

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Cisco ICM Software IPCC Laboratory Guide

About This Guide

Welcome to the Cisco Intelligent Contact Management (ICM) Software Internet


Protocol Contact Center (IPCC) Laboratory Guide. This document provides
information to help you understand and configure the IPCC system in a laboratory
environment. If you want to use IPCC in a production environment, do not use this
guide; instead, see the Cisco ICM Software IPCC Installation and Configuration
Guide.

This preface provides information about the following topics:

Audience

Document Structure

Related Documentation

Obtaining Documentation

Documentation Feedback

Obtaining Technical Assistance

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

This document has the following sections:

Introduction—This section describes the IPCC system components and the


hardware and software requirements.

Setting up the Laboratory—This section describes the hardware and software


installations, how to install ICM software as a sprawler, and provides a checklist
of tasks.

Configuring the Components—This section explains how to configure the


CallManager, IP-IVR, CTI Object Server, Collaboration Server, Dynamic Content
Adapter, E-Mail Manager, Media Blender, and Intelligent Contact Management
(ICM) software. A sample set of configuration values is also provided.

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Reporting Considerations—This section describes the things to consider to


provide comprehensive reporting.

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.

Appendix: CTI OS 5.1—This section explains how to install or upgrade to CTI


OS 5.1 in your laboratory and test the Silent Monitor feature.

Related Documentation

You need the following Cisco documentation:

Cisco Intelligent Contact Management Software documentation

Cisco CallManager documentation

Cisco Customer Response Solutions documentation (IP-IVR documentation is


included)

Cisco CTI OS documentation

Cisco ICM Multichannel Software Overview

Cisco ICM Multichannel Software Implementation Map

Cisco Collaboration Server documentation

Cisco E-Mail Manager documentation

Cisco Dynamic Content Adapter documentation

Cisco Media Blender documentation

Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the
following URL:

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http://www.cisco.com

Translated documentation is available at the following URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation


CD-ROM package, which is shipped with your product. The Documentation CD-ROM
is updated monthly and may be more current than printed documentation. The CD-
ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation can be ordered in the following ways:

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

Nonregistered Cisco.com users can order documentation through a local account


representative by calling Cisco corporate headquarters (California, USA) at 408-
526-7208 or, elsewhere in North America, by calling 800-553-NETS (6387).

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.

You can e-mail your comments to bug-doc@cisco.com.

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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

Attn: Document Resource Connection

170 West Tasman Drive

San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

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

To contact the TAC by e-mail, use the address ccbu-csc@cisco.com.

In North America, the TAC can be reached at 888-847-8162 or 978-458-4368. For


other telephone numbers and TAC e-mail addresses worldwide, consult the following
Web site:

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.

IPCC can be used in a single-site environment or integrated into a multi-site contact


center. This guide explains how to set up the IPCC system in a laboratory
environment. The guide provides a sample business case for a Boston multimedia
contact center, and you will find sample values to use for guidance as you configure
your IPCC system. See the Sample Values section for more details.

Hardware Components

The following figure shows the hardware components of the IPCC laboratory system:

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Legend:

1) Cisco 7960 IP phones

2) Media Convergence Server 7835 (for Cisco CallManager and Cisco IP-IVR
software)

3) Server (for ICM and CTI OS software)

4) Server (for Collaboration Server software)

5) Server (for Media Blender software)

6) Server (for Dynamic Content Adapter software)

7) Server (for E-Mail Manager software)

Software Components

The following major software components are included in the Cisco IPCC system:

Cisco CallManager

Cisco Internet Protocol Interactive Voice Response (IP-IVR)

Cisco Intelligent Contact Management (ICM) software

Cisco Collaboration Server

Cisco Dynamic Content Adapter

Cisco E-Mail Manager

Cisco Media Blender

Cisco CTI Object Server

In addition to these components, the IPCC system includes Voice-over-IP (VoIP)


gateways, a Peripheral Gateway with CallManager and IP-IVR PIMs, and CTI Server.

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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Cisco ICM Software IPCC Laboratory Guide

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.

CallManager supports the Java Telephony Application Programming Interface (JTAPI)


for deploying Cisco IP-IVR and other applications. Telephony applications written to
the JTAPI specification can gain the cross-platform benefits of Java.

Cisco IP-IVR

Cisco IP-IVR is a multi-channel (voice/data/Web) IP-enabled Interactive Voice


Response solution that provides an open, extensible, and feature-rich foundation for
the creation and delivery of IVR solutions using Internet technology. In addition to
handling traditional telephony contacts, you can create IP-IVR applications to
respond to HTTP requests and send e-mail messages.

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.

Cisco ICM Software

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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needs based on real-time conditions continuously gathered from contact center


platforms and agent desktops.

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.

The basic ICM software includes the following components—CallRouter, Logger,


Peripheral Gateway with a CallManager PIM and an IP-IVR PIM, CTI Server, Admin
Workstation. When all of these ICM software components are run on one server, it is
called a sprawler.

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:

Cisco Collaboration Server

Collaboration Server provides Web collaboration between a caller and a contact


center agent. Collaboration Server allows agents to share information with
customers over the Web, such as Web pages, forms, and applications, while at the
same time conducting a voice conversation or a text chat.

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.

The Collaboration Server Administration desktop makes it simple to configure agents,


and each agent created on Collaboration Server is simultaneously created in ICM
software. Collaboration Server provides a variety of media classes for handling
different types of requests, such as blended collaboration, multi-session chat, single-
session chat, and voice. Each media class is associated with a media routing domain
(MRD), which is a collection of skill groups and services used for routing tasks.

Cisco Dynamic Content Adapter

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 allows collaboration on SPLIT content by intelligently caching and managing


content from a Web content server during a Collaboration Server session. This
allows all participants in a DCA session to receive the same 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:

Participants can access the server using port 80.

The server can access the Web content to be shared either directly or through a
Web proxy.

Cisco E-Mail Manager

E-Mail Manager manages high volumes of customer inquiries submitted to company


e-mail boxes or a Web site. E-Mail Manager accelerates the e-mail response process
by automatically directing messages to the correct agent or support team,
categorizing and prioritizing messages, suggesting relevant response templates, and
if desired, sending automated responses. E-Mail Manager provides contact center
agents with queue management, reporting, and outbound marketing tools.

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.

Cisco Media Blender

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.

Media Blender also provides a firewall gateway service to allow communication


between the Cisco Collaboration Server, which resides outside the firewall, and the
ICM MR-PG inside the firewall.

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Cisco CTI Object Server

CTI OS is a high performance, scalable, fault-tolerant server-based solution for


deploying CTI applications, and it serves as a single point of integration for such
applications. CTI OS, a client of CTI Server, has a single all-events connection to
Cisco CTI Server. In turn, CTI OS accepts client connections using session, agent,
and call interfaces. CTI OS incorporates the following major components:

CTI OS Server

CTI OS Agent Desktop

CTI OS Supervisor Desktop

CTI OS Toolkit

Client Interface Library (CIL)

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

The following hardware is required:

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

ƒ 600 MHz

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ƒ 512 MB RAM

ƒ 10 GB disk

Workstation running Windows 2000, SP3 Media Blender

ƒ 600 MHz

ƒ 256 MB RAM

ƒ 4 GB disk

Workstation running Windows 2000, SP3 for Collaboration Server

ƒ 600 MHz

ƒ 256 MB RAM

ƒ 4 GB disk

Workstation running Windows 2000, SP3 for Dynamic Content Adapter

ƒ 600 MHz

ƒ 256 MB RAM

ƒ 4 GB disk

Workstation running Windows 2000, SP3 for E-Mail Manager

ƒ 600 MHz

ƒ 512 MB RAM

ƒ 10 GB disk

Cisco 7960 IP Telephones (three or more)

Software Requirements

The following software versions are supported by the IPCC Version 5.0 system:

WebView Third-Party Installer

InfoMaker 8.0 (if you plan to do custom reports)

Microsoft SQL Server, Version 2000

Intelligent Contact Management (ICM) Software, Version 5.0

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Cisco CallManager, Version 3.2.2C

Customer Response Solutions (CRS), Versions 2.1, 2.2(3a), 2.2(3a)spD, or 2.2.5.


Note that IP-IVR is part of the CRS release. CRS was formerly called CRA and the
user interface has not yet been updated.

Cisco Collaboration Server, Version 5.0

Cisco Media Blender, Version 5.0

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.

Cisco CTI Object Server, Version 5.0

Cisco Dynamic Content Adapter, Version 2.01

Microsoft Internet Information Server (IIS), Version 5.0

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Setting up the Laboratory

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 the IPCC Lab

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.

Software Installation Tips

Install the IPCC software components in the following order:

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

You need to complete a substantial number of installation and configuration tasks


when setting up the IPCC system in a laboratory environment. These tasks fall into
the following categories:

Hardware installation

Software installation

CallManager configurations

IP-IVR configurations

Basic ICM software configurations

CTI Object server configuration

Multichannel software 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.

Hardware Installation Tasks

11. Install the IP phones.

12. Install the Media Convergence Server (MCS).

13. Install the other five servers.

For instructions on how to install the hardware, see the documentation that is
packaged with each hardware component.

Software Installation Tasks

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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16. Install the WebView Third-party software.

17. Install the InfoMaker software.

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.

CallManager Configuration Tasks

‰ Configure the IP phones.

‰ Configure CTI Route Points.

‰ Configure CTI Ports (one for each CTI Route Point).

‰ 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.

‰ Set the configuration on each IP phone.

‰ 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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Instructions for completing these tasks are provided in this guide.

IP-IVR Configuration Tasks

‰ Configure the Directory Profile (make note of host name)

‰ Configure JTAPI Users in IP-IVR (use information from CM JTAPI users)

‰ Configure CTI Port Groups

‰ Configure CTI Route Points

‰ Configure ICM subsystem

‰ Create and upload VRU scripts

‰ Start the Application Engine (do this after all other configurations are done)

Instructions for completing these tasks are provided in this guide.

ICM Software Configuration Tasks

‰ Configure a Network VRU

‰ Configure Agent Desk Settings

‰ Configure the PG

‰ Configure Network Trunk Groups

‰ Configure Trunk Groups

‰ Configure Dialed Numbers

‰ Configure Services

‰ Configure Skill Groups

‰ Attach Skill Groups to Services

‰ Configure Agents

‰ Add Agents to Skill Groups

‰ Configure Routes

‰ Configure Device Targets

‰ Configure Labels

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‰ Configure Call Types

‰ Configure Network VRU Scripts

‰ CTI OS Related Configuration (do this task after completing the CTI OS tasks)

‰ Configure Blended Agent (optional)

‰ Create ICM Scripts

‰ Schedule ICM Scripts

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.

Cisco CTI OS Tasks

‰ Create and configure an ODBC file Data Source Name on the CTI OS server
machine.

‰ Install CTI OS Server.

‰ Install and configure CTI OS Agent Desktop.

‰ Install and configure CTI OS Supervisor Desktop.

‰ 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.

Multichannel Software Tasks

To configure ICM for multichannel routing, you must complete the following tasks:

‰ Configure the Media Routing Peripheral Gateway.

‰ Create a Media Routing Domain for each Media Class.

‰ Create Application instances.

‰ Configure Administration connections.

‰ Create Universal Queue and multichannel routing scripts.

‰ Configure Collaboration Server.

‰ Configure Dynamic Content Adapter

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‰ Configure Media Blender.

‰ Configure E-Mail Manager.

These tasks are described in this guide, but you will need the Cisco ICM Software
IPCC Installation and Configuration Guide as well.

Cisco Collaboration Server Tasks

‰ 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.

‰ Create the ICM queue.

‰ 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.

Cisco Dynamic Content Adapter

‰ Define the DCA connection to Collaboration Server.

‰ Transfer the authentication files.

‰ Enable the DCA/CCS Connection on the DCA Server.

‰ Test the DCA/CCS Connection

‰ Perform optional post-installation tasks.

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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Cisco Media Blender Tasks

‰ Identify participating media in the blender.properties file.

‰ 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.

‰ Verify that the Collaboration.properties and


<connection_name>.properties files were copied over to the correct Media
Blender folders from Collaboration Server. If not, copy them over.

‰ In the ACD.ciscocti.properties file, set the peripheral.type property to


IPCC and the ctistrategy property to AgentReserved. Also in that file,
configure the CTI Server host name and connection name and the Peripheral
ID.

Some guidance is provided for these tasks in this book, but you will need the Cisco
Media Blender Administration Guide as well.

Cisco E-Mail Manager Tasks

‰ Configure a CEM instance on E-Mail Manager using the value from the
instance you created for CEM using the ICM Configuration Manager.

‰ Configure the Administration (ConAPI) connection to the ICM Admin


Workstation using the E-Mail Manager ICM Tab.

‰ 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.

‰ Define rules to route certain messages through ICM software.

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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Installing an ICM Sprawler

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

When installing the CallRouter, note the following:

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 Device Management Protocol Properties dialog box, deselect Network


Interface Devices and select boxes 1 and 2 of the Peripheral Gateway devices.

On the Network Interface Database dialog box, clear all Node B fields.

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Logger Installation

When installing the Logger, note the following:

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.

Admin Workstation Installation

When installing the Admin Workstation, note the following:

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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Adding a Generic Peripheral Gateway With PIMs

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.

On the CallManager/SoftACD Configuration (PIM1) dialog box, add the following


values:

ƒ Peripheral Name: CMPIM

ƒ Peripheral ID: 5000

ƒ Agent Extension Length: 4

ƒ CallManager: Select this radio button

ƒ Service: Ipcc9p

ƒ User ID: BCM_PGUser

On the VRU Configuration (PIM2) dialog box, add the following values:

ƒ Peripheral Name: IVRPIM

ƒ Peripheral ID: 5001

ƒ VRU host name: ipcc9p

ƒ VRU connection port: 9999

ƒ Reconnect interval: 10 seconds

ƒ Heartbeat interval: 5 seconds

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 Device Management Protocol Properties dialog box, select CallRouter is


local (for Side A and Side B).

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.

CTI Server Installation

When installing the CTI Server, note the following:

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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Installing the JTAPI Client

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.

To install the Cisco JTAPI Client, complete the following steps:

1. Open the Internet Explorer or the Netscape Navigator browser on the machine
where you have installed the ICM sprawler.

2. Point the browser to the CallManager Web page:

3. http://<CallManager machine name>/ccmadmin

4. Enter your name and password.

5. From the CallManager Administration page, select Application > Install


Plugins

The Install Plugins page appears:

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6. Select Cisco JTAPI.

7. On the File Download box, select the Run this program from its current
location radio button and click OK.

8. On the Security Warning box, click Yes to install.

9. Choose Next or Continue through the remaining Setup screens.

10. Be sure to reboot the machine when the JTAPI client is installed.

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Alternative Lab Setup

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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Configuring the Software Components

Configure the IPCC system components in the following order:

1. CallManager

2. IP-IVR

3. ICM Software

4. CTI Object Server

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:

Item CallManager IP-IVR ICM CCS & CEM CTI OS


Telephone 9501
Telephone 9502
Label 9501 9501
Label 9502 9502
CTI Route Point 3000 3000 3000 (DN)
CTI Route Point 4000 4000 4000 (DN)
CTI Route Point 5000 5000 5000 (DN)
CTI Port 8001 8001
CTI Port 8002 8002
CTI Port 8003 8003
CTI Port 8004 8004
CTI Port 8005 8005
CM PG JTAPI User BCM_PGUser BCM_PGUser
IP-IVR JTAPI User IPIVRUser IPIVRUser
CTI Port Group 80 80 (TG)
number
IVR Flow BasicQ.aef BasicQ (VRU
Script)
IVR Flow CollectDigits.aef CollectDigits (VRU
Script)
VRU Cnxn Port 9999 9999
CM PG Name IPCC_PG
CM PIM Name BosCM_PG
Logical Controller 5000
ID#
Peripheral ID# 5000 5000
IP-IVR PIM Name VRU_PG
Logical controller 5000
ID#
Peripheral ID# 5001
CTI Server Cnxn 42027 42027

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Item CallManager IP-IVR ICM CCS & CEM CTI OS


Port
Network VRU Name labivr
IP-IVR Network VRU_PG.NTG1
Trunk
IP-IVR Trunk Group VRU_PG.TG1
IP-IVR TG 80 80
Peripheral #
CM PG Peripheral BosCM_PG
Name
CM PG Network BosCM_PG.NTG1
Trunk
CM PG Trunk Group BosCM_PG.TG1
MR VRU name mediaivr
MR-PG name Cust_MR_PG1
Collaboration MR- CollabPIM
PIM name
Logical Controller 5001
ID#
Peripheral ID# 5002
E-Mail Manager MR- EmailPIM
PIM name
Logical Controller 5001
ID#
Peripheral ID# 5003
Blended Agent PIM BA_PIM
name
Logical Controller 5001
ID#
Peripheral ID# 5004
BA Dialer port 7000
BA Dialer Port 7001
BA Dialer Port 7002
Media Routing Cisco_Voice CCS:
Domains Cisco_MSC
Cisco_SSC
Cisco_BC
Cisco_Voice
CEM:
Cisco_Email
ConAPI connections 1099 CCS = 1099
(registry port) CEM = 1099
Service Name BMktg (CTI BMktg.SVC
Rt.Pt.Desc.)
Service number 301
SVC Virtual Ext. # 3000 (CTI Rt. 3000 (CTI Rt. Pt.) 3000 (DN)
Pt.)

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Item CallManager IP-IVR ICM CCS & CEM CTI OS


Skill Group #1 BPreSales (CTI BPreSales.SG
name Rt.Pt. Desc)
Skill Group Number 401
SG Virtual Ext. # 4000 (CTI 4000 (CTI Rt.Pt.) 4000 (DN)
Rt.Pt.)
Skill Group #2 BPostSales BPostSales.SG
name (CTI
Rt.Pt.Desc.)
Skill Group Number 501
SG Virtual Ext. # 5000 (CTI 5000 (CTI Rt.Pt.) 5000 (DN)
Rt.Pt.)
Agent Name Carl Turner Carl Turner
Agent Number 24
Agent Name Sybil Scofield Sybil Scofield
Agent Number 45

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CallManager Configurations

Configure the CallManager elements in the following order:

1. IP Phones

2. CTI Route Points

3. CTI Ports

4. JTAPI Users

5. Setting the Phone Configuration

6. Blended Agent configurations

When you have completed the CallManager configurations, see the CallManager
configuration checklist.

IP Phones

The Cisco IP Telephone series is a standards-based communication appliance. The


phones operate with IP telephony systems based on CallManager technology, H.323
standards (for packet-based multimedia communications systems) or Session
Initiated Protocol (SIP), and Media Gateway Control Protocol (MGCP), with system
initiated software updates.

The IP telephone provides many accessibility methods such as buttons, softkeys, a


navigation key, and direct access with the use of corresponding digits. You must
configure the IP phone with the CallManager Administration database to be able to
function within CallManager.

To configure a phone complete the following steps:

1. Using a Web browser, open Cisco CallManager Administration. This URL is


commonly:

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.

27. The Add a New Device page appears:

28.

3. From the Device type list box, select the Phone option.

29. The Add a New Phone page appears.

30.

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4. From the Phone type list box, select the Cisco 7960 option and click Next.

31. The Phone Configuration page appears.

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.

34. The Directory Number Configuration page appears.

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35.

10. Enter 9501 in the Directory Number field (per table in the Sample Values
section.

11. In the Call Waiting drop-down list, select Off.

12. Click Insert.

13. Click OK to confirm.

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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CTI Route Points

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.

To configure a CTI Route Point, complete the following steps:

1. From the CallManager Administration screen, select Device > Add a New
Device.

36. The Add a New Device page appears.

2. From the Device Type drop-down list, select CTI Route Point and click Next.

37. The CTI Route Point Configuration page appears:

38.

3. Enter the Route Point in the Device Name field.

4. Enter the Marketing Service in the Description field.

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5. Select Default from the Device Pool drop-down list.

6. Click Insert.

39. A message appears.

7. Click OK.

40. The Directory Number Configuration page appears:

41.

8. Enter the number of this device in the Directory Number field.

9. Select Off from the Call Waiting drop-down list.

10. Click Insert.

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.

To configure a CTI Port, complete the following steps:

1. From the CallManager Administration page, select Device > Phone.

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.

43. The Phone Configuration page appears:

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.

46. The Directory Number Configuration page appears:

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47.

7. Add 8001 in the Directory Number field.

8. Select Off from the Call Waiting drop-down list.

9. Click Insert.

10. Click OK to confirm.

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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.

The User options of Cisco CallManager Administration allow the administrator to


display and maintain information about CallManager users. Directory Services, Cisco
WebAttendant, ICM software, IP-IVR, and the User Web pages all access information
that you enter here. If you want to provide these features to your users, you must
complete the information in the User area for all users and their directory numbers,
and for resources such as conference rooms or other areas with phones.

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.

To Add a JTAPI user, complete the following steps:

1. From the CallManager Administration screen, select User > Add a New User.

48. The User Information page appears:

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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.

5. Select the Enable CTI Application Use check box.

6. Click Insert. The screen changes.

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.

9. Select the No Primary Extension radio button.

10. Click Update.

Note: Be sure to create an IP-IVR user as well as a CallManager user.

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Setting the Phone Configuration

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:

1. On the Cisco IP Phone, press Settings.

2. Press * * # to unlock the configuration.

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.

5. Press Save and then press Exit.

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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Blended Agent Port Devices

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.

To create Dialer Port Devices in CallManager, complete the following steps:

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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CallManager Configuration Checklist

Before you begin the IP-IVR configurations, check to be sure you have completed the
following tasks:

‰ Added all the IP phones for Boston

‰ Added CTI Route Points for both Boston Skill Groups

‰ Added Post Route CTI Ports 8002 — 8005 for your Boston Contact Center

‰ Added the JTAPI User for the IP-IVR

‰ Used the correct User name and Password (make a note of these for the IP-
IVR JTAPI user)

‰ Associated the correct devices with this user

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IP-IVR Configurations

Configure the IP-IVR elements in the following order:

1. Directory Profile

2. JTAPI User for the IP-IVR system

3. CTI Port Groups

4. CTI Route Points

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.

To configure the Directory Profile, complete the following steps:

1. Enter the Cisco IP-IVR system URL in your browser:

http://<IP-IVR server name> /AppAdmin

51. The Cisco CRA Administrator Setup page appears:

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52.

2. Select the Enable ICM support checkbox.

3. Click Setup.

53. The Directory configuration page appears:

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54.

4. Enter the LDAP profile information as shown in the fields.

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.

6. Click OK. The prepackaged scripts are uploaded to the repository.

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56.

7. Click Return to Main Menu.

57. The Main Menu appears:

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.

59. The JTAPI Configuration page appears:

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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CTI Port Groups

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.

To configure a CTI port group, complete the following steps:

1. From the JTAPI Configuration screen, select Add a new CTI Port Group.

2. The IP-IVR Add a New CTI Port Group page appears:

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).

5. Enter the Initial CTI Port (for example, 8001).

6. Enter the Last CTI Port (for example, 8005).

7. Click Update.

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CTI Route Points

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.

65. The IP-IVR ICM Post Routing Configuration page appears:

66.

2. Enter the CTI Route Point information as shown.

3. Click Update and review the information.

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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.

Release—Hangs up the call.

Run VRU Script—Runs an ICM VRU script on the IP-IVR system.

Cancel—Cancels the ICM VRU script that is currently running.

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:

1. From the Application Administration screen, select the ICM option.

67. The IP-IVR ICM Configuration page appears:

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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.

3. Select ICM VRU Scripts > Add a new script.

69. The VRU Script fields appear:

70.

4. Enter a VRU script name and an Application Name as shown.

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.

71. The CRA Editor opens.

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.

4. Upload the script you created using the 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.

73. The Engine page appears:

74.

2. From this page, you can configure the engine parameters and monitor engine
activity.

3. Click Start Engine.

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IP-IVR Configuration Checklist

Before you configure the ICM software, check to be sure you have completed the
following tasks:

‰ Added the JTAPI User for the IP-IVR

‰ Used the correct User name and Password

‰ Associated the correct devices with this user

‰ Added the Skill Group CTI Route Points to the Post Routing Port Group

‰ Added the VRU Script CollectDigits to the IP-IVR system

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ICM Software Configurations

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

2. Agent Desk Settings

3. CallManager PG

4. IP-IVR PG

5. Network Trunk Groups

6. Trunk Groups

7. Dialed Numbers

8. Services

9. Skill Groups

10. Service Members

11. Persons

12. Agents

13. Skill Group Members

14. Routes

15. Device Targets

16. Labels

17. Call Types

18. VRU Scripts

19. CTI OS Related Configurations

20. Blended Agent

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

A Voice Response Unit (VRU) is a telecommunications computer—also called an


Interactive Voice Response (IVR) unit—that responds to caller-entered digits. The
Network IVR feature in ICM software lets you divert a call to a VRU for additional
processing. Each routing client can have one or more associated Network VRUs.

To configure a Network VRU in ICM software, complete the following steps:

1. From your server, open the Cisco Admin Workstation Group and double-click the
Configuration Manager icon.

75. The ICM Configuration Manager window appears:

76.

2. Select Targets > Network VRU > Network VRU Explorer.

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77. The Network VRU Explorer dialog box appears:

78.

3. Click Retrieve.

4. Click Add Network VRU.

5. On the Network VRU tab, add the following values:

ƒ Name: Add a suitable name, such as labivr.

ƒ Type: Select Type 2, which is the type to use for an IVR at the customer
premises.

6. Click Save and then click Close.

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Agent Desk Settings

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.

4. Fill in the Attributes tab information:

ƒ Name—Enter a name for the agent desk settings that is unique within the
enterprise, such as lab agent.

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ƒ Ring No Answer Time—Enter the number of seconds (between 1 and 120)


that a call may ring at the agent's station. Enter 15.

ƒ Ring no answer dialed number—leave blank.

ƒ Logout non-activity time—Enter the number of seconds (between 10 and


7200) in which the agent can be in a not ready state before ICM software
automatically logs out the agent. Enter 7200.

ƒ Work Mode on Incoming—Indicates whether wrap-up is required following an


incoming call. Select an option from the drop-down list. Accept default.

ƒ Work Mode on Outgoing—Indicates whether wrap-up is required following an


outgoing call. Select an option from the list. Accept default.

ƒ Wrap Up Time—The amount of time, in seconds, allocated to an agent to


wrap up the call. Accept default.

ƒ 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.

ƒ 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.

ƒ Description—Enter additional optional information about the agent desk


settings.

5. Click Save and then click Close.

CallManager PG and CallManager Peripheral

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.

To configure the CallManager PG and the CallManager peripheral in ICM, complete


the following steps:

1. From the Configuration Manager select Tools > Explorer Tools > PG Explorer.

81. The ICM PG Explorer dialog box appears:

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82.

2. Click Retrieve.

3. Click Add PG.

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.

8. From the Default desk settings drop-down list, select labagent.

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9. Be sure the Enable post routing check box is selected.

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.

83. The ICM PG Explorer dialog box appears:

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84.

2. Click Retrieve.

3. Select the IPCC_PG from the tree.

4. Click Add Peripheral.

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.

7. Be sure the Enable post routing check box is selected.

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.

Network Trunk Groups

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.

3. Click Add Network Trunk Group.

87. The Network trunk group tab appears.

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.

To configure a Trunk Group in ICM software, complete the following steps:

1. From the Network Trunk Group Explorer, click Add Trunk Group.

88. The Trunk Group tab fields appear.

2. Fill in the following field information:

ƒ Peripheral—The enterprise name of the peripheral to which the trunk group is


associated. Use BosCM_PG for CallManager and VRU_PG for IP-IVR.

ƒ Peripheral Number—The number of the trunk group as understood by the


peripheral. This must be unique among all trunk groups associated with the
peripheral. Use 80 for IP-IVR and 81 for CallManager.

ƒ Peripheral Name—The name of the trunk group as understood by the


peripheral. This must be unique among all trunk groups associated with the
peripheral.

ƒ Name—The enterprise name of the trunk group. ICM software forms a


default for this name using the entries from the Peripheral and Peripheral
Name fields. For CallManager it should read BosCM_PG.TG1 and for IP-IVR it
should read VRU_PG.TG1

ƒ Extension—Leave blank.

ƒ Trunk Count—Use the drop-down list to select Use Trunk Data. ICM software
determines trunk count from associated records in the Trunk table.

89. Note: The Config.Param. and Description fields are optional.

3. Click Save and then click Close.

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Dialed Numbers

The Dialed Number (DN) is the telephone number the customer calls to contact an
agent.

To configure a DN in ICM software, complete the following steps:

1. From the Configuration Manager, select Tools > List Tools > Dialed
Number/Script Selector List.

90. The ICM Dialed Number List dialog box appears:

91.

2. From the Routing Client drop-down list, select VRU_PG.

3. Click Add and enter the following information in the Attributes tab fields:

ƒ Routing Client—Select VRU_PG.

ƒ Media Routing Domain—Select an MRD such as Cisco_Voice. See the Media


Routing Domains section for more information about MRDs.

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ƒ Dialed Number String/Script selector—Enter the string that the PG (routing


client) passes to the ICM for this dialed number. Enter 3000.

ƒ Name—The enterprise name for the dialed number, which fills in


automatically.

ƒ Customer—Use the drop-down list to select an ICM customer (instance


name).

ƒ Default Label—Select <None> from the drop-down list.

ƒ Description—Enter a description for the dialed number.

4. Click Save and then click Close.

Note: Repeat this procedure to add any additional dialed numbers.

Services

A service refers to a type of processing that a caller requires. It is often associated


with a peripheral and is sometimes called a peripheral service. For example, if a
caller has a question about installing software, the call might be directed to the
Technical Support Service. Agents or skill groups can be members of one or more
services.

To configure a service in ICM software, complete the following steps:

1. From the Configuration Manager, select Configure ICM > Peripherals >
Service > Service Explorer.

92. The ICM Service Explorer dialog box appears:

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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."

5. On the Service tab, enter values for the following:

ƒ Peripheral number—The Service number as known by the peripheral. This


field together with Peripheral form an alternate unique key. Enter 301

ƒ Peripheral name—Enter the Service name as known by the peripheral. Enter


Bmktg.

ƒ Name: BCM1.Bmktg fills in automatically

ƒ Config param—Configuration parameter for this service. Leave blank.

ƒ Description—Enter any additional information about the service.

ƒ Service level type—Choose Peripheral Default from the drop-down list.

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ƒ Service level threshold—Default

6. Click Save and then click Close.

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.

To configure a skill group in ICM software, complete the following steps:

1. From the Configuration Manager, select Configure ICM > Peripherals > Skill
Group > Skill Group Explorer.

94. The ICM Skill Group Explorer dialog box appears.

2. In the Select filter data section, select the peripheral from the drop-down list.

3. Click Retrieve.

4. Click Add Skill group.

95. The Skill Group tab appears:

96.

5. On the Skill Group tab enter values in the following fields:

ƒ 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.

ƒ Peripheral Number—Enter the skill group number as known by the peripheral.


This value must be unique among all skill groups for the peripheral, but it
does not need to be unique across peripherals.

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ƒ 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.

ƒ 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.

ƒ Available Holdoff Delay—For the IPCC peripheral type, set this field to 0.

ƒ Priority—This is a read-only field. This value indicates the routing priority of


this group for the skill: 1=primary, 2=secondary, 3-tertiary. The value 0
indicates a base skill group, which is the only skill group type fully supported
under IPCC.

ƒ Extension—Leave blank.

ƒ ConfigParm—Leave blank.

ƒ Description—Enter an appropriate description.

ƒ ICM picks the agent—select this check box.

6. Click Save and then click Close on the Skill Group Explorer.

Repeat this procedure to add any additional skill groups.

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.

97. The ICM Service Explorer dialog box appears:

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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.

99. The Add Service Member dialog box appears.

4. Click OK.

5. Click Save and then click Close.

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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.

To configure a Person record before configuring an agent in ICM, complete the


following steps:

1. From the ICM Configuration Manager, select Peripherals > Person > Person
List.

100. The Person List dialog box appears.

2. Click Retrieve and then click Add.

3. Enter information in the following fields of the Attributes tab:

ƒ First Name—Add the person's first name, such as Carl.

ƒ Last Name—Add the person's last name, such as Turner.

ƒ Login Name—Add the person's login name, such as cturner.

ƒ Password—Enter a password for the person.

ƒ Confirm password—Confirm the password.

ƒ Enable Logins—Check this box.

4. Click Save and then click Close.

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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.

To configure Agents in ICM software, complete the following steps:

1. From the Configuration Manager, select Configure ICM > Peripherals > Agent
> Agent Explorer.

101. The ICM Agent Explorer dialog box appears.

2. From the Peripheral drop-down list, choose a peripheral, such as BostonCM_PG.

3. Click Retrieve and then click Add Agent.

102. The Agent tab appears:

103. \

4. Complete the Agent tab fields:

ƒ First Name—Add the agent's first name, such as Carl.

ƒ Last Name—Add the agent's last name, such as Turner.

ƒ Login name—Add the agent's login name, such as cturner.

ƒ Select Person—Click this button and select the person, Carl Turner.

ƒ Enterprise name—This is the peripheral name combined with the agent name.

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ƒ Peripheral Name—Enter a name for the agent as known to the peripheral; for
example, Turner_Carl.

ƒ 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.

ƒ Name—Enter an enterprise name for the agent that is unique within the
enterprise.

5. Click Save and then click Close on the Agent Explorer.

Note: Repeat this procedure to add any additional agents.

Skill Group Members

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

The route is a value returned by a routing script that maps to a target or a


peripheral. Those targets include services, skill groups, agents, translation routes,
queue points, or CTI route points. ICM software converts a route to a label (for
ACDs) or a device target (for IPCC) to direct the destination of a request.

To configure a Marketing Service Route in ICM software, complete the following


steps:

1. From the Configuration Manager, select Configure ICM > Targets > Route >
Service Explorer.

105. The ICM Service Explorer dialog box appears.

2. Click Retrieve.

3. Choose BCM1.Bmktg.SVC and click Add Route.

106. The Route tab appears:

107.

4. Enter a name in the Route tab using this convention:

108. [Peripheral]_[SVC, SG, AG]_[DNIS]

109. In this case, BCM1.Bmktg.SVC_3000.

5. In the Description field, enter an appropriate description for the Route.

6. Click Save and then click Close.

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Device Targets

A device target is a telephony device that can be uniquely addressed by a telephone


number. A device target is not associated with any one peripheral. Each device
target must have one or more labels associated with it, although only one label may
exist per routing client.

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.

To configure a device target in ICM software, complete the following steps:

1. From the Configuration Manager, select Configure ICM > Targets > Device
Target > Device Target Explorer.

110. The ICM Device Target Explorer dialog box appears:

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111.

2. Click Retrieve and then click Add Device Target.

3. On the Device target tab, enter values in the following fields:

ƒ Name: Enter 9501.

ƒ Global Address: Enter 9501.

ƒ Configuration parameters— enter the following string

ƒ /devtype ciscophone /dn 9510

ƒ ICM will give this string to CallManager to initialize the device.

ƒ Description: Optional. Enter an appropriate description for the device target.

4. Click Save and then click Close.

Note: Repeat this procedure to add any additional devices.

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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.

To configure a Label in ICM software, complete the following steps:

1. From the Configuration Manager, select Targets > Label > Label List.

112. The ICM Label List dialog box appears:

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.

4. From the Target type drop-down list, select Device Target.

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5. In the Description field, enter an appropriate description for the label.

6. Click Save and then click Close.

Note: Repeat this procedure to add any additional labels.

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.

To configure a Call Type in ICM software, complete the following steps:

1. From Configuration Manager, select Tools > List Tools > Call Type List.

114. The Call Type List dialog box appears:

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115.

2. Click Retrieve and then click Add.

3. Enter the following information in the Attributes tab fields:

ƒ Name—Enter BMktg.1

ƒ Customer—Select an ICM customer from the drop-down list.

ƒ 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.

ƒ Service level type—Indicates how ICM software calculates the service level.
The default is the level specified for the associated peripheral.

ƒ Description—Enter a description for the Call Type.

4. Click Save and then click Close.

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Network VRU Scripts

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.

To configure a VRU Script in ICM software, complete the following steps:

1. From the Configuration Manager, select Targets > Network VRU Script >
Network VRU Script List.

116. The Network VRU Script List dialog box appears:

117.

2. On the Attributes tab, enter the configuration information for the BasicQ script as
follows:

ƒ Network VRU—Enter IPIVR

ƒ VRU Script Name—Enter BasicQ

ƒ Name—Enter BasicQ.aef

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ƒ Timeout [seconds]—Enter 180

ƒ Configuration param—Leave blank

ƒ Customer—Select the same ICM customer you selected for Call Type from the
drop-down list.

3. Select the Interruptible check box.

4. Click Save and then click Close.

Note: Before you can use a VRU script, you must upload it to the Repository in IP-
IVR.

CTI OS Related Configurations

Important: Complete this task after installing and configuring the CTI OS Agent
Desktop.

So that an agent can make an emergency call to a supervisor or place a call to


request assistance from a supervisor, you must create a dialed number for the
supervisor and associate it with a script.

Complete the following steps:

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.

CallManager TFTP server: The host name or IP address of the Media


Convergence Server.

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:

1. Double-click the Blended Agent - Dialer option to display the BA Dialer


configuration window.

2. Select the IPCC peripheral in the Filter field.

3. Click Retrieve.

4. Click Add to add a new Dialer.

5. Enter the information in the Dialer General tab fields.

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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.

Dialer Port Map

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:

1. Select ICM Configuration Manager > Blended Agent Dialer.

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).

4. To begin adding ports to this Dialer, click the Add button.

5. Enter the port number range.

6. Click OK.

7. Click Save to save all the configuration information.

8. Click Close.

9. In the ICM Configuration Manager application, do the following:

ƒ Using the System Information tool, enable the Expanded Call Context (ECC)
variable.

ƒ 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.

PREDICTIVE_ONLY: Dials several customers per agent. After reaching a live


contact, the Predictive Dialer transfers the customer to a live agent along with a
screen pop to the agent's desk. The predictive algorithm is designed to calculate
the number of lines to dial per available agent to keep agent wait time to a

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minimum.

PREDICTIVE_BLENDED: Agents receive inbound calls, but could be used for an


outbound call when available.

PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call and


presents the agent with a screen pop. The agent might then:

ƒ Accept the call: Dials the customer and transfers the call to the agent

ƒ Skip the call: Agent receives another customer call.

ƒ Reject the call: Releases the agent. At this point, the system might deliver
the agent another preview outbound call or a new inbound call.

PREVIEW_BLENDED: Agents receive inbound alls, but could be used for an


outbound preview call when available.

PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY; however, lines to dial per


agent are not calculated—users configure a fixed number of lines that will always
be dialed per available agent.

PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED; but a fixed number


of lines are always dialed per available agent.

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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ICM Configuration Checklist

Before you use your IPCC system, check to be sure you have completed the
following tasks:

‰ Added a Network Trunk Group and a Trunk Group for IP-IVR

‰ Added Dialed Numbers (DNs) for each Skill Group

‰ Added the BPostSales Skill Group

‰ Assigned the Service Member

‰ Added a BPostSales Agent

‰ Assigned the Skill Group Member

‰ Added Routes for each Skill Group

‰ Added a Device Target for the other IP Phones

‰ Added a Label for the other IP Phones

‰ Added Call Types for both Skill Groups

‰ Added the Network VRU Script—CollectDigits (Enterprise Name:


CollectDigits.aef)

‰ Checked that all subsystems are running in the IP-IVR Engine.

‰ Created and scheduled the ICM Script.

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CTI Object Server Configurations

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.

To set up and configure CTI OS, complete the following tasks:

Create a user for ODBC file Data Source Name

Create and configure an ODBC file Data Source Name

Install CTI OS Server

Install and configure CTI OS Agent Desktop

Install and configure CTI OS Supervisor Desktop

Start CTI OS and processes using ICM Service Control

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.

To configure a user for ODBC, complete the following steps:

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.

5. Select the General tab.

6. Enter a name for the new user, such as labctios.

7. Select the SQL Server Authentication option.

8. Do not enter a password.

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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12. Check the db_datareader permission.

13. Click OK.

14. Close the SQL Server Enterprise Manager.

ODBC File Data Source Name

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).

2. Select the File DSN tab.

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.

5. Select SQL Server driver from the driver list.

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.

7. Click Next and verify the information.

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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12. Click Next and then click Finish.

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

Complete the following steps to install the CTI OS server:

1. From the Server directory on the CD, run Setup.exe.

2. Click Yes on the Software License Agreement screen.

3. If prompted for customer information, enter the current instance name. Click
Next.

4. On the Destination Location screen, accept the default installation directory or


click the Browse button to specify another directory. 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.

6. On the Peripheral Identifier dialog box, specify the following information:

ƒ A Logical Name for your peripheral.

ƒ The Peripheral ID associated with the CTI Server to which your system talks.

ƒ Set Peripheral Type to IPCC/SoftACD.

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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CTI OS Agent Desktop

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:

1. From the Agent directory on the CD, run Setup.exe.

2. Click Yes on the Software License Agreement dialog box.

3. On the Destination Location dialog box, accept or redefine a default installation


directory. Click Next.

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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CTI OS Supervisor Desktop

To install and configure the CTI OS Supervisor Desktop, complete the following
steps:

1. From the Supervisor directory on the CD, run Setup.exe.

2. Click Yes on the Software License Agreement dialog box.

3. On the Destination Location dialog box, accept or redefine a default installation


directory. Click Next.

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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ICM Service Control

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

Media Routing Domains

Application instances

Administration connections

Multichannel agents

Multichannel skill groups

Universal Queue

Collaboration Server

Dynamic Content Adapter

Media Blender

E-Mail Manager

Media Routing Peripheral Gateway

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 set up the MR-PG, you must complete the following tasks:

Create a Network VRU for the MR-PG

Configure the MR-PG

Create Peripherals for each multimedia option you want to use

Install the MR-PG and create PIMs

Creating a Network VRU for the MR-PG

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.

The Network VRU Explorer window appears.

2. Click Retrieve and then click Add Network VRU.

The Network VRU dialog box appears.

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.

Configuring the MR-PG

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.

The PG Explorer window appears.

2. Click Retrieve and then click Add PG.

The Peripheral Gateway configuration dialog appears.

3. Enter the following information:

ƒ A name for the PG, such as Cust_MR_PG1.

ƒ Select MR-PG as the Client Type

ƒ An IP address or host name for the CTI Server.

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Creating Peripherals for the Multimedia Applications

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.

119. The Peripheral configuration dialog box appears.

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.

Installing the MR-PG and Creating the PIMs

To install the MR-PG and create PIMs for the multichannel applications, complete the
following steps:

1. From the ICM Admin Workstation, run Setup.

2. Select the IPCC instance.

3. Click Add in the Instance Components section.

4. Select Peripheral Gateway on the ICM Component Selection window.

121. The Peripheral Gateway Properties window appears.

5. Choose Production Mode. Do not set the Auto Start feature until after installation
is complete.

6. Specify that the PG is not part of a duplexed pair.

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.

10. Click Add.

11. Select the drive and language as appropriate.

12. Click Next.

122. The Peripheral Gateway Component Properties window appears.

13. Enter the Logical Controller ID generated when you configured the PG with the
PG Explorer.

14. Click Add.

15. Select PIM 1 from the list.

123. The Media Routing Configuration (PIM1) dialog box appears.

16. Select the Enabled checkbox.

17. Enter the following information in the fields:

ƒ 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).

ƒ Peripheral ID: Enter the ID from the peripheral record.

ƒ 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

ƒ 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.

ƒ Application Hostname (2): Leave blank

ƒ Application Connection Port (2): Leave blank

ƒ Heartbeat Interval: Accept default

ƒ Reconnect Interval: Accept default

18. Click OK.

19. On the Peripheral Gateway Component Properties box click Next.

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.

23. On the Setup Complete dialog box, click Finish.

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.

Media Routing Domains

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_Multi_Session_Chat—multi-session chat requests

Cisco_Single_Session_Chat—single-session chat requests

Cisco_Blended_Collaboration—blended collaboration requests with IPCC/SoftACD

Cisco_Voice—Web and delayed callbacks requests, blended collaboration requests


with a legacy ACD, and basic ICM voice calls

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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124. The Media Routing Domain List dialog box appears.

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.

4. Click Save and then click Close.

125. The MRDomainID is automatically generated when you save the MRD.

Application Instances

An application instance represents a single software application that is integrated


with ICM software. For each Collaboration Server or E-Mail Manager server in your
enterprise you must configure an application instance in ICM software. You set up
application instances using ICM Configuration Manager. For each multi-channel
option you use, establish an application ID and application key (password) that
identifies that application. You must also create application instances in the
corresponding multichannel applications, such as Collaboration Server or E-Mail
Manager.

To create an application instance in ICM software, complete the following steps:

1. From the ICM Configuration Manager, select Tools > List Tools > Application
Instance List.

126. The Application Instance List window appears.

2. Click Retrieve and then Add to display the Attributes tab.

3. On the Attributes tab, enter values in the following fields:

ƒ Name: The enterprise name for the application instance.

ƒ Application key: The password that the integrated application will use to be
identified by ICM software.

ƒ Application type: Available options are Cisco_Collaboration_Server and


Cisco_Email_Manager.

ƒ Permission level: Select a permission level from the drop-down list.

4. Click Save and then click Close.

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:

ICM Admin Workstation

Collaboration Server

E-Mail Manager server

ICM Admin Workstation

To configure an administration connection in ICM software, complete the following


steps:

1. From the ICM folder, select CMS Control.

2. Select the Application tab.

3. Click Add.

The Application Connection Details dialog box appears.

4. Enter values for the following fields:

ƒ 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.

ƒ 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.

ƒ Application link: Enter the link name for the Collaboration Server or the E-
Mail Manager server.

ƒ Application RMI registry port: Enter the RMI registry port for the
Collaboration Server or the E-Mail Manager server.

ƒ Application host name: Enter the host name or IP address of the


Collaboration Server or the E-Mail Manager server.

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5. Click OK twice to restart the Cms_Jserver on the Admin Workstation.

Collaboration Server

Note: When you run the Integrate with ICM Wizard to configure Collaboration
Server, you will go through this procedure.

1. To establish an ICM Administration Connection using the Collaboration Server


software, complete the following steps:

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.

4. Check the Disable automatic connect to ICM Distributor AW box.

5. Click submit.

E-Mail Manager

To establish an ICM Administration Connection using the E-Mail Manager


Configuration Utility, enter information in the ICM tab:

Connect to an ICM Enterprise: Check this box.

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:

Cisco Collaboration Server Administration Guide

Cisco Collaboration Server Administration online Help

Cisco E-Mail Manager Administration Guide

Cisco E-Mail Manager Administration online Help

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Multichannel Skill Groups

When an agent logs in by way of a phone, Collaboration Server, or E-Mail Manager,


the agent also logs into a skill group associated with that agent within the correct
MRD.

When creating multi-channel skill groups, follow these guidelines:

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

Collaboration Server provides Web collaboration between a caller and a contact


center agent. Collaboration Server allows agents to share information with
customers over the Web such as Web pages, forms, and applications, while at the
same time conducting a voice conversation or a text chat.

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.

Complete the following tasks using the Collaboration Server software:

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.

Integrate agents and skill groups.

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.

Establish an ICM Administration connection to the ICM Distributor Admin

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Workstation (see the Administration Connections section for more


information)

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.

4. Configure HTML call forms to gather caller information.

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:

Cisco Collaboration Server Administration Guide

Cisco Collaboration Server Database Guide

Cisco Collaboration Server Administration Online Help

Dynamic Content Adapter

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.

To get DCA working with CCS, do the following:

Define the DCA Connection to CCS

Transfer the Authentication Files

Enable the DCA/CCS Connection on the DCA Server

Test the DCA/CCS Connection

Post-installation recommendations

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Defining the DCA Connection to CCS

To define the connection on Collaboration server, complete the following steps:

1. Open the CCS Administration desktop.

2. From the Administration desktop menu, select Server Setup > Connections >
Create. The Connect Wizard screen opens.

3. Select Dynamic Content Adapter.

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.

8. Accept the default of 1099 for the Registry Port on DCA.

9. In CCS Password, create a password the DCA will use to authenticate itself to
Collaboration Server.

10. Verify the password in the Verify CCS Password field.

11. Accept the default of 1099 for the Connection Port on CCS.

12. Check the Disable Automatic Connect box.

13. Click Finish.

14. Restart the Web server on Collaboration Server.

Transferring the Authentication Files

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:

1. On the Collaboration Server machine, navigate to


<CCSrootdirectory>\Servlet\Properties\dca\<connectionname>\.

2. In the <connectionname> directory, locate these to files:


<connectionname>.properties and messageadapter.properties.

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.

Enabling the DCA-CCS Connection on the DCA Server

To enable the DCA-CCS connection, complete the following steps:

1. In the DCA Admin Tool, select Configuration > ProxyProperties.

2. Set the enableDCACCSConnection property to True.

3. Click Submit.

4. Restart the DCA.

Testing the DCA-Collaboration Connection

To test the DCA-Collaboration connection, complete the following steps:

1. Open the Collaboration Administration desktop.

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

Post-installation configuration is usually not necessary. However, you might want to


do the following:

Configure DCA for SSL to share secure content.

Change the Admin Tool password (recommended).

Test your site with DCA.

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.

Complete the following tasks using the Media Blender software:

1. Verify that the <ConnectionName>.properties file has been moved from the
Collaboration machine to the CiscoMB\servlet\properties directory on Media
Blender.

2. Verify that a configured Collaboration.properties file has been moved from


the Collaboration machine to the CiscoMB\servlet\properties\blender
directory on Media Blender.

3. Uncomment the following properties (remove the # character) in the


blender.properties file, which resides in the
CiscoMB\servlet\properties\blender directory:

#service1=Service.fwgw.properties

#medium1=ACD.ciscocti.properties

#medium2=Collaboration.properties

4. Configure the FirewallGateway.properties file in the


CiscoMB\servlet\properties directory. You must supply values for the
following information. Look for the "#Edit <...>" for these properties and edit
with appropriate data.

CCS-CMB connection name

CTI Server host name

CTI Server connection port

5. Configure the ACD.ciscocti.properties file in the


CiscoMB\servlet\properties\blender directory. You must supply the
following information:

CTI Server host name

CTI Server connection port

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Peripheral ID

128. Also in that file, uncomment the following properties:

#ctistrategy=AgentReserved

#peripheral.type=IPCC

6. Set permittedphonenumlength=4 so that you can specify the extension from CCS
(9501).

Or set ignoreareacode=978497 so that from CCS you can specify 9784979501


as the caller's phone number.

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

E-Mail Manager manages high volumes of customer inquiries submitted to company


e-mail boxes or a Web site. When a customer sends an e-mail message asking for
help, the message is read into the E-Mail Manager rules engine and then placed in
the appropriate skill group queue.

Complete the following tasks using the E-Mail Manager software:

Create an Instance

Establish an ICM Administration Connection. See the Administration Connections


section.

Enable a peripheral

Create a skill group

Configure rules to route to the skill group

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.

4. Install a license file.

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

To enable a peripheral complete the following steps:

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.

2. To enable a peripheral, check the unchecked peripherals to enable any


peripherals you want to use for the instance you created.

3. Click Update Settings to save your changes.

Creating a Skill Group

To Create a Skill Group in E-Mail Manager, complete the following steps:

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.

3. Select a peripheral for the skill group.

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.

Configuring Rules to Route to the Skill Group

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.

4. Check Set Priority to and select a priority to set the priority.

5. Check Immediately archive mail on receipt if you want to immediately


archive mail on receipt and not have the message appear in any queue.

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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Cisco E-Mail Manager Installation and Configuration Guide

Cisco E-Mail Manager Administration Guide

Cisco E-Mail Manager Administration Online Help

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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.

The following ICM routing scripts are provided:

Basic routing script script for voice calls.

Multichannel routing script for multimedia requests.

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Basic Routing Script

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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Multichannel routing script

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:

Dial Number (DN), 3000

Telephones, 9501 and 9502

Agent Number, 24

Verify the following sequence of events:

129. A caller dials 3000 from phone 9501

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.

132. Change Agent 24 to ready state.

133. The IP-IVR music stops.

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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Appendix: CTI OS 5.1

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:

CTI OS Developer’s Guide

CTI OS System Manager’s Guide

IPCC Supervisor Desktop User Guide

The appendix includes the following topics:

Upgrading to or Installing CTI OS 5.1

Testing the Silent Monitor Feature

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Upgrading to or Installing CTI OS 5.1

This section contains the following topics:

Before installing CTI OS 5.1

Installing CTI OS Server

Installing CTI OS Supervisor Desktop

Installing CTI OS Agent Desktop

Starting CTI OS Service after installation

Before Installing CTI OS 5.1

Before installing CTI OS 5.1, complete the following tasks:

‰ 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.

‰ The Silent Monitor feature enables a supervisor to listen to an agent's call by


forwarding voice traffic from an agent's phone to the supervisor's computer.
The supervisor listens to the call through the sound card on his/her computer,
not the phone.

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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Installing CTI OS Server

To install the CTI OS Server, complete the following steps:

1. From the Install > CTI OS Server directory on the CTI OS CD, run Setup.exe.

2. Click Yes on the Software License Agreement screen.

3. If prompted for customer information, enter the current instance name. Click
Next.

4. On the Destination Location screen, accept the default installation directory or


click the Browse button to specify another directory. Click OK.

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.

6. On the Peripheral Identifier dialog box, specify the following information:

A Logical Name for your peripheral. Accept the default value.

The Peripheral ID associated with the Cisco CallManager PG.

Set Peripheral Type to IPCC/SoftACD.

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.

Installing the CTI OS Supervisor Desktop

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.

2. Click Yes on the Software License Agreement screen.

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3. On the Destination Location screen, accept the default installation directory or


click the Browse button to specify another directory. Click OK.

4. On the Select Components screen, check the following options:

CTI OS Supervisor Desktop Softphone

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.

7. Click Next to start the installation.

8. When the installation is complete, the Setup Complete dialog box appears. Click
Finish.

Installing the CTI OS Agent Desktop

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.

2. Click Yes on the Software License Agreement screen.

3. On the Destination Location screen, accept the default installation directory or


click the Browse button to specify another directory. Click OK.

4. On the Select Components screen, check the following options:

CTI OS Agent Desktop Softphone

Silent Monitor

Optional: Media Termination. Note that if the agent is using Media


Termination, the supervisor must be using a hard phone connected to his/her
computer in order to use Silent Monitor for that agent.

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.

7. Click Next to start the installation.

8. When the installation is complete, the Setup Complete dialog box appears. Click
Finish.

Starting CTI OS Service After Installation

To start the CTI OS Service, complete the following steps on the CTI OS Server
machine:

1. Open ICM Service Control.

2. Select CTI OS Service.

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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Testing the Silent Monitor Feature

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.

Testing the Silent Monitor feature involves:

Configuring an agent

Configuring a supervisor

Configuring an agent team

Testing Silent Monitor

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

Configure one supervisor to test the silent monitor feature.

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.

To configure a supervisor, complete the following steps:

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.

4. Complete the Agent tab fields as follows:

First Name- Add the agent’s first name, such as Brian.

Last Name – Add the agent’s last name, such as Jameson.

Login name – Add the agent’s login name, such as bjameson.

Password – Add the agent’s password.

Select Person- Click this button and select the person, Brian Jameson.

Enterprise Name – This is completed automatically, and is the peripheral


name combined with the agent name.

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.

6. Select the Supervisor tab and complete the tab as follows:

C. Enter a login name for the supervisor, such as bj.

D. Click OK.

7. Click Save and then click Close on the Agent Explorer.

Configuring an agent team

To configure an agent team, complete the following steps:

1. From the Configuration Manager, select Configure ICM > Peripherals > Agent
Team> Agent Team List.

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2. Click Retrieve and then click Add.

3. Select the Attributes tab and complete the tab as follows:

Name – Add the agent team name.

Peripheral – Select the Cisco CallManager PG.

Supervisor scrip dialed number – Accept the default value “none”.

Description- Add an optional description.

4. Select the Members tab and complete the tab as follows:

A. Click Add.

B. Select the agents to include in the team.

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.

6. Click Save and then click Close.

Testing Silent Monitor

After configuring an agent, supervisor, and agent teams, you can test Silent Monitor.

To test Silent Monitor, complete the following steps:

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.

If no entries appear, confirm that skill group membership and team


membership were created correctly. If entries appear but agent names do
not appear, confirm that the ODBC connection was created correctly.

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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.

3. Place a call to the agent's extension.

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.

Admin Workstation (AW)

Human interface to the ICM portion of the IPCC system.

Agent Desk Settings

Agent Desk Settings define a set of properties associated with a group of agents.

Allocation script

This is a decision making procedure used by the Public Switched Telephone


Network(PSTN) to route a call.

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

The Cisco Architecture for Voice, Video, and Integrated Data.

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

Computer Telephony Integration. The processes of bringing voice and data to an


agent at the same time and over the same network.

CTI Server

This is the system that IPCC uses to store and disseminate data to a telephony
agent.

DHCP

Dynamic Host Control Protocol. Architecture where workstations receive TCP/IP


configuration data—their IP address, subnet mask, and other related settings from a
server rather than having them set and stored locally. DHCP is designed to
automate network configuration for large numbers of essentially interchangeable
systems.

DSP

Digital Signal Processing. Computer manipulation of analog signals (commonly


sound or image) which have been converted to digital form.

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.

firewall gateway service

The Media Blender firewall gateway service allows Collaboration Server, which

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resides outside a firewall, to communicate with an ICM peripheral gateway that


resides inside the firewall.

Gatekeepers

Gatekeepers allow manageability for a collection of terminals, gateways, and MCUs.

ICM

Intelligent Contact Management. The IPCC component that is responsible for making
routing decisions and performing the ACD functions.

instance

An instance is a single logical ICM. An instance typically consists of several software


components (CallRouter, Logger, Peripheral Gateways, Admin Workstations)—some
of which may be duplexed—typically installed on several different computers. A
single computer may run multiple components of a single instance or components of
multiple instances.

IP telephone

The Cisco telephone based on packet data for the AVVID architecture.

IP-IVR

Internet Protocol Interactive Voice Response. This component of IPCC performs


voice response functions as well as collecting caller-entered digits.

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

Media Convergence Server. A high-availability server platform for Cisco AVVID.

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MCU

Multi-point Control Unit which enables face-to-face discussions among participants


in multiple locations. The IP/VC 3510 MCU connects three or more H.323
videoconference endpoints into a single integrated multi-participant meeting.

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

Media Routing Peripheral Gateway. An ICM PG that is capable of routing media


requests of different kinds; for example, e-mail and Web callback. An MR-PG
supports multiple media routing clients by placing multiple, independent PIMs on a
PG platform.

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

Private Branch Exchange. A private telephone network used within an enterprise.


Users of the PBX share a certain number of outside lines for making telephone calls
external to the PBX.

Peripheral Gateway (PG)

The unit of the ICM subsystem that facilitates communication between the Central
Controller and the peripheral; for example, an ACD, PBX, or VRU.

PIM

Peripheral Interface Manager. The Cisco proprietary interface between a peripheral


and the Peripheral Gateway.

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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

Quality of Service. A networking term that specifies a guaranteed throughput level.

Routing Client

Any entity that makes a route request of the ICM software.

Silent Monitor

A feature in CTI OS 5.1 that enables supervisors to listen in on an agent'scall without


the agent being aware of the monitoring.

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 collection of agents, at a single contact center, who share a common set of


competencies.

Skinny gateway protocol

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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Systems Network Architecture

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.

voice and data integration

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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DCA ......................................................................................................................................... 102


Device Target Explorer ................................................................................................................. 72
device targets.............................................................................................................................. 72
configuring ........................................................................................................................... 72
DHCP........................................................................................................................................... 4
Dialed Number ............................................................................................................................ 62
Dialed Number (DN)................................................................................................................45, 75
Dialed Number List....................................................................................................................... 62
directory number ....................................................................................................................23, 45
Directory Profile........................................................................................................................... 38
configuring ........................................................................................................................... 38
DN ........................................................................................................................................62, 75
documentation ............................................................................................................................ 1
feedback ...............................................................................................................................1
obtaining .............................................................................................................................. 1
other..................................................................................................................................... 1
Dynamic Content Adapter ........................................................................................................... 102
creating connection to CCS ................................................................................................... 102
transferring authentication files ............................................................................................. 102
Dynamic Host Control Protocol ................................................................................................... 4
E-Mail Manager ....................................................................................................................6, 106
agents and skill groups......................................................................................................... 106
AW connection .................................................................................................................... 106
configuring rules.................................................................................................................. 106
creating a skill group............................................................................................................ 106
creating an instance............................................................................................................. 106
enabling a peripheral ........................................................................................................... 106
ICM agent peripherals .......................................................................................................... 106
ICM MRD ............................................................................................................................ 106
Verify and Sync Utility .......................................................................................................... 106
examples ................................................................................................................................ 113
basic ICM routing script.................................................................................................... 113
test case ........................................................................................................................... 116
figures
hardware .............................................................................................................................. 5
system diagram .................................................................................................................. 18
hardware .................................................................................................................................... 1
components .......................................................................................................................... 5
figure.................................................................................................................................... 5
requirements ........................................................................................................................ 1
ICM Service Control...................................................................................................................... 89
ICM software .............................................................................................................................. 6
adding agents to skill groups................................................................................................... 70
adding an agent .................................................................................................................... 69
Admin Workstation ............................................................................................................. 12
Agent Desk Settings List ......................................................................................................... 54

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Agent Explorer ...................................................................................................................... 69


agents.................................................................................................................................. 69
basic routing script ........................................................................................................... 113
Call Type List ........................................................................................................................ 75
call types .............................................................................................................................. 75
CallManager peripheral ........................................................................................................... 55
CallManager PIM................................................................................................................. 12
CallRouter........................................................................................................................... 12
configuration checklist............................................................................................................ 82
Configuration Manager ........................................................................................................... 57
Configuration Manager window ................................................................................................ 52
configurations .................................................................................................................... 51
CTI OS configurations ............................................................................................................ 78
CTI Server .......................................................................................................................... 12
device targets ....................................................................................................................... 72
Dialed Number ...................................................................................................................... 62
installing...............................................................................................................................4
installing as a sprawler....................................................................................................... 12
IP-IVR peripheral ................................................................................................................... 57
IP-IVR PIM ......................................................................................................................... 12
Label List .............................................................................................................................. 74
labels ................................................................................................................................... 74
Logger ................................................................................................................................ 12
Network Trunk Groups ........................................................................................................... 59
Network VRU Scripts .............................................................................................................. 77
peripheral gateway............................................................................................................. 12
PG Explorer........................................................................................................................... 57
Routes ................................................................................................................................. 71
scheduling scripts............................................................................................................. 111
scripts............................................................................................................................... 111
Service Explorer ...............................................................................................................63, 66
Service members................................................................................................................... 66
Services ............................................................................................................................... 63
Skill Group Explorer ............................................................................................................... 65
Skill Group members.............................................................................................................. 70
skill groups ........................................................................................................................... 65
Trunk Groups ........................................................................................................................ 61
ICM Subsystem ........................................................................................................................... 46
IP-IVR .................................................................................................................................. 46
installing software ...................................................................................................................... 4
IP phones ................................................................................................................................... 23
power cycling ........................................................................................................................ 34
setting configuration .............................................................................................................. 34
IPCC............................................................................................................................................ 5
components .......................................................................................................................... 6
features ................................................................................................................................ 5
queuing engine...................................................................................................................... 46
IPCC PG...................................................................................................................................... 55
IP-IVR......................................................................................................................................... 6

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Application Engine ................................................................................................................. 49


configuration checklist............................................................................................................ 50
Configuration Directory .......................................................................................................... 38
configurations .................................................................................................................... 37
CRA Editor ............................................................................................................................ 48
CTI Port Groups..................................................................................................................... 43
CTI Route Points.................................................................................................................... 45
Directory Profile..................................................................................................................... 38
ICM script commands ............................................................................................................. 46
ICM Subsystem ..................................................................................................................... 46
installing...............................................................................................................................4
JTAPI user ............................................................................................................................ 42
Repository ............................................................................................................................ 38
Repository Manager ............................................................................................................... 48
IP-IVR peripheral ......................................................................................................................... 57
JTAPI client............................................................................................................................... 16
JTAPI user..............................................................................................................................31, 42
configuring ........................................................................................................................... 31
IP-IVR .................................................................................................................................. 42
Label List .................................................................................................................................... 74
labels ......................................................................................................................................... 74
laboratory ................................................................................................................................... 4
alternative setup ................................................................................................................ 18
setting up ............................................................................................................................. 4
LDAP .......................................................................................................................................... 38
Lightweight Directory Access Profile (LDAP)..................................................................................... 38
logical controller ID ...................................................................................................................... 57
MAC address ............................................................................................................................... 23
Media Blender ......................................................................................................................6, 105
<ConnectionName>properties file.......................................................................................... 105
ACD.ciscocti.properties file.................................................................................................... 105
Collaboration.properties file .................................................................................................. 105
connection to Collaboration Server......................................................................................... 105
CTI Server connection .......................................................................................................... 105
FirewallGateway.properties file .............................................................................................. 105
media classes .............................................................................................................................. 94
blended collaboration ............................................................................................................. 94
e-mail .................................................................................................................................. 94
multi-session chat.................................................................................................................. 94
single-session chat ................................................................................................................ 94
voice .................................................................................................................................... 94
Media Convergence Server.......................................................................................................... 4
Media Routing Domain.................................................................................................................. 94
Media Routing Peripheral Gateway ................................................................................................. 90
MRD ........................................................................................................................................... 94
MR-PG ........................................................................................................................................ 90
installing............................................................................................................................... 90

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MR-PG PIMs ................................................................................................................................ 90


multichannel agents ..................................................................................................................... 99
multichannel configurations ..................................................................................................... 90
multichannel skill groups............................................................................................................. 100
MRDs to use........................................................................................................................ 100
Network Trunk Group Explorer....................................................................................................... 59
Network Trunk Groups.................................................................................................................. 59
Network VRU ..........................................................................................................................52, 90
configuring ........................................................................................................................... 52
creating................................................................................................................................ 90
Network VRU Script List ................................................................................................................ 77
Network VRU Scripts .................................................................................................................... 77
configuring in ICM.................................................................................................................. 77
ODBC file Data Source Name......................................................................................................... 85
OPC ........................................................................................................................................... 55
peripheral
enabling in E-Mail Manager ................................................................................................... 106
peripheral ID ............................................................................................................................... 57
peripheral interface manager.................................................................................................... 12
CallManager........................................................................................................................ 12
IP-IVR ................................................................................................................................ 12
peripherals for multi-media ........................................................................................................... 90
person record .............................................................................................................................. 68
PG Explorer ............................................................................................................................55, 57
physical controller ID.................................................................................................................... 57
Queue-to-Agent node ................................................................................................................. 100
Release command ........................................................................................................................ 46
reporting................................................................................................................................. 110
information needed in scripts ........................................................................................... 110
reference documents ........................................................................................................ 110
Repository .................................................................................................................................. 46
IP-IVR .................................................................................................................................. 38
Repository Manager ..................................................................................................................... 48
requirements .............................................................................................................................. 1
routes ........................................................................................................................................ 71
configuring in ICM.................................................................................................................. 71
rules
configuring in E-Mail Manager ............................................................................................... 106
Run VRU Script command ............................................................................................................. 46
sample ICM scripts.................................................................................................................. 111
sample values ........................................................................................................................... 20
scripts ...................................................................................................................................... 111
basic ICM script ................................................................................................................ 113
multichannel routing ........................................................................................................ 115

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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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