IP Contact Center Enterprise (IPCCE) v1.

ICM Configuration

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-1
 What to Configure

The following must be configured using Configure ICM:

• Network VRU
• Network VRU Scripts
• Agent Desk Settings
• IPIVR PG (VRU)
• CallManager PG
• Network Trunk Group and Trunk Group
• Service (Generic Service for Translation Route)
• Route
• Skill Groups
• Agent, Supervisor
• Agent Team
• Device Targets, Labels
• Dialed Number

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-2
 What to Configure
Configuration Only
MRD/Call Type
ICM
Schedule

IP IVR PG Script
Service,
Skill Target Skill Groups
CTI
CM PG
Server
Route
JTAPI Call Control Group #1 Device/Peripheral Target
IP IVR

Label

Call Manager Network VRU JTAPI Call Control Group #1

Network VRU Scripts
8101
8102 Network Trunk Group
CTI
9501 9502 8103 Trunk Group
8104
Agent, Supervisor, Team, Device Targets, and Agent Desk Settings 8105

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-3
 Start Central Controller

Open Services Control and Start All Services

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 Start Central Controller

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 Configuration Manager

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 Network VRU

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 Network VRU

IPIVR is defined as Type 2

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-8
 Network VRU Scripts
Define IPIVR Script used by
the Run External Script Node

Interrupt IPIVR Script when

Agent becomes available

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-9
 Network VRU Scripts

Enterprise Name used by the

Run External Script Node

Name defined on the IPIVR ICM

Subsystem (case sensitive)

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-10
 Configure VRU PG (IPIVR)

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-11
 Configure VRU PG (IPIVR)

Post Routing will make this

Peripheral a Routing Client

Enable post routing

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-12
 Configure VRU PG (IPIVR)

The Advanced tab defines the Network VRU (Previously configured)

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-13
 Configure VRU PG (IPIVR)

Record the information after saving the record

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-14
 Network Trunk Group

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-15
 Trunk Group

Peripheral number must match

JTAPI Call Control Group defined
on IPIVR (JTAPI Group# 1)

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-16
 Generic Service for Translation Route

Create a generic Service on the IPIVR

Peripheral for Translation Routing. This
Service will be used by the Translation
Route Wizard

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-17
 Generic Service for Translation Route

A Peripheral Target and

Label are not required for
proper operation of the
Translation Route, but in
order to test your call flow
using Call Tracer, they
must be configured in the
ICM Database

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-18
 Agent Desk Settings

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 Call Manager PG

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 Call Manager PG
Select Client type: CallManager/SoftACD

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-21
 Call Manager PG

Configure the Peripheral and Routing Client tabs

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-22
 Call Manager PG

Record the information after saving the record

This information will be required

when configuring the PIM during
the PG Compent installation
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-23
 Network Trunk Group (CallManager)

Configure a Network Trunk

Group and Trunk Group for the
CallManager Peripheral

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-24
 Trunk Group (CallManager)

Be sure CallManager is the

selected Peripheral

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-25
 Skill Groups

Add the PreSales Skill Group

Add Skill Groups to your configuration

Be sure to choose the CallManager Peripheral

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-26
 Skill Groups

Add Routes to your targets

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-27
 Skill Groups

Add a PostSales Skill Group

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-28
 Agents

Add an Agent as shown. Be sure to set the

password to “training” (lower case)

When opening Agent Explorer, the

Password field appears to be filled, but it’s
not

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-29
 Skill Group Membership

Add Agents to the appropriate

Skill Group

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 Skill Group Membership

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 Supervisor

Configure an Agent as a
Supervisor

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-32
 Agent Team

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 Agent Team Members

Add an Agent to the IPCC Team

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 Agent Team Members (Supervisor)

Add Supervisor to the IPCC Team

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-35
 Device Targets

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 Call Type

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-37
 Dialed Number

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-38
 Dialed Number Mapping

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-39