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© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-1
IP Contact Center Enterprise (IPCCE) v1.0
ICM Configuration
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-2
What to Configure
• 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
The following must be configured using Configure ICM:
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-3
What to Configure
Call Manager
IP IVR
CM PG
IP IVR PG
ICM
CTI9501 9502
8101
8102
8103
8104
8105
JTAPI Call Control Group #1
CTIServer
MRD/Call Type
Schedule
Script
Skill Target
Route
Device/Peripheral Target
Label
Configuration Only
Agent, Supervisor, Team, Device Targets, and Agent Desk Settings
Service,Skill Groups
Network VRUNetwork VRU Scripts
JTAPI Call Control Group #1
Network Trunk GroupTrunk Group
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-4
Start Central Controller
Open Services Control and Start All Services
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-5
Start Central Controller
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-6
Configuration Manager
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-7
Network VRU
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-8
Network VRU
IPIVR is defined as Type 2
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-9
Network VRU Scripts
Interrupt IPIVR Script when Agent becomes available
Define IPIVR Script used by the Run External Script Node
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-10
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—#-11
Configure VRU PG (IPIVR)
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-12
Configure VRU PG (IPIVR)
Enable post routing
Post Routing will make this Peripheral a Routing Client
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-13
Configure VRU PG (IPIVR)
The Advanced tab defines the Network VRU (Previously configured)
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-14
Configure VRU PG (IPIVR)
Record the information after saving the record
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-15
Network Trunk Group
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-16
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—#-17
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—#-18
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—#-19
Agent Desk Settings
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-20
Call Manager PG
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-21
Call Manager PG
Select Client type: CallManager/SoftACD
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-22
Call Manager PG
Configure the Peripheral and Routing Client tabs
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-23
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—#-24
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—#-25
Trunk Group (CallManager)
Be sure CallManager is the selected Peripheral
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-26
Skill Groups
Add Skill Groups to your configuration
Be sure to choose the CallManager Peripheral
Add the PreSales Skill Group
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-27
Skill Groups
Add Routes to your targets
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-28
Skill Groups
Add a PostSales Skill Group
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-29
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—#-30
Skill Group Membership
Add Agents to the appropriate Skill Group
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-31
Skill Group Membership
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-32
Supervisor
Configure an Agent as a Supervisor
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-33
Agent Team
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-34
Agent Team Members
Add an Agent to the IPCC Team
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-35
Agent Team Members (Supervisor)
Add Supervisor to the IPCC Team
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-36
Device Targets
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-37
Call Type
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-38
Dialed Number
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-39
Dialed Number Mapping
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