1_ICM_Configuration

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

IP Contact Center Enterprise (IPCCE) v1.0

ICM Configuration


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:


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


Start Central Controller

Open Services Control and Start All Services


Start Central Controller


Configuration Manager


Network VRU


Network VRU

IPIVR is defined as Type 2


Network VRU Scripts

Interrupt IPIVR Script when Agent becomes available

Define IPIVR Script used by the Run External Script Node


Network VRU Scripts

Enterprise Name used by the Run External Script Node

Name defined on the IPIVR ICM Subsystem (case sensitive)


Configure VRU PG (IPIVR)



Enable post routing

Post Routing will make this Peripheral a Routing Client



The Advanced tab defines the Network VRU (Previously configured)



Record the information after saving the record


Network Trunk Group


Trunk Group

Peripheral number must match JTAPI Call Control Group defined on IPIVR (JTAPI Group# 1)


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


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


Agent Desk Settings


Call Manager PG


Call Manager PG

Select Client type: CallManager/SoftACD


Call Manager PG

Configure the Peripheral and Routing Client tabs


Call Manager PG

Record the information after saving the record

This information will be required when configuring the PIM during the PG Compent installation


Network Trunk Group (CallManager)

Configure a Network Trunk Group and Trunk Group for the CallManager Peripheral


Trunk Group (CallManager)

Be sure CallManager is the selected Peripheral


Skill Groups

Add Skill Groups to your configuration

Be sure to choose the CallManager Peripheral

Add the PreSales Skill Group


Skill Groups

Add Routes to your targets


Skill Groups

Add a PostSales Skill Group


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


Skill Group Membership

Add Agents to the appropriate Skill Group


Skill Group Membership


Supervisor

Configure an Agent as a Supervisor


Agent Team


Agent Team Members

Add an Agent to the IPCC Team


Agent Team Members (Supervisor)

Add Supervisor to the IPCC Team


Device Targets


Call Type


Dialed Number


Dialed Number Mapping

Documents

1_ICM_Configuration