Cisco IP Contact Center Hosted-Edition Release 5.0 …5.0 Staging On Windows 2000 document. • Consult the IP Contact Center Hosted-Edition Compatibility Matrix to verify the correct

IP Contact Center Hosted-Edition Setup and Configuration

Release 5.0

Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000

800 553-NETS (6387)Fax: 408 526-4100

August 2004

http://www.cisco.com

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

IPCC Hosted Edition Setup and Configuration Copyright © 2004, Cisco Systems, Inc. All rights reserved.

CCIP, the Cisco Arrow logo, the Cisco Powered Network mark, the Cisco Systems Verified logo, Cisco Unity, Follow Me Browsing, FormShare, Internet Quotient, iQ Breakthrough, iQ Expertise, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, Networking Academy, ScriptShare, SMARTnet, TransPath, and Voice LAN are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, Discover All That’s Possible, The Fastest Way to Increase Your Internet Quotient, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherSwitch, Fast Step, GigaStack, IOS, IP/TV, LightStream, MGX, MICA, the Networkers logo, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, RateMUX, Registrar, SlideCast, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries.

All other trademarks mentioned in this document or Web site are the property of their respective owners The use of the word partner does not imply a partnership relationship

Overview 1

What This Guide Covers 1

IP Contact Center Hosted-Edition Feature Limitations 2

Pre-installation Requirements 2

NAM Installation and Configuration 3

Installing a NAM Logger 4

Configuring Phone Home Properties 9

Logger SNMP Feed Properties 10

Installing a NAM CallRouter 11

Defining CICM Instances on the NAM 17

Configuring CICM Instances on the NAM 17

Creating an ICM Gateway to Access CICM Instances 18

NAM ISN PG Configuration and Installation 22

Configuring the NAM for an ISN PG 22

Installing a NAM ISN PG 24

AW Setup and Configuration 31

Before Installing the Admin Workstation 31

Installing an Admin Workstation 31

Expanding the AW Database 37

Installing a Logger HDS Database 39

Expanding an AW or Logger Database 40

Webview Installation 42

Webview Third-party Application Installation 42

Installing Webview 43

CICM Installation and Configuration 45

Installing a CICM Logger 46

Configuring Phone Home Properties 50

Logger SNMP Feed Properties 51

iIPCC Hosted Edition Setup and Configuration

IPCC Hosted Edition Release 5.0

Contents

Installing a CICM CallRouter 53

CICM Configuration 59

CICM INCRP Configuration 60

Configuring a CICM INCRP NIC 60

Completing the INCRP NIC setup 63

Configuring the Customer Instance on the CICM 65

Call Manager PG Configuration 67

Installing the JTAPI Plugin on the PG 67

Configuring the CICM for a CallManager/SoftACD PG 67

Configuring a CICM Call Manager PG 69

Starting and Verifying Call Manager PG PIM Services are Active 75

CallManager Configuration 77

CallManager Configuration 77

Stopping Call Manager Associated PG Services 77

Configuring Agent Phones in CallManager 78

Create CICM CallManager PG User (CallManager JTAPI User) 78

CallManager Multi-tenancy Configuration 79

Partitions and Calling Search Spaces 79

Multi-tenancy Configuration 80

Adding a Partition 80

Adding a Calling Search Space 81

CTI Installation 85

Installing CTI Server 85

Installing CTI OS 86

CTI OS Server Installation Guidelines 86

Installing CTI OS Server 86

Example Deployment 89

IP Contact Center Hosted-Edition with ISN Comprehensive Deployment 89

Configuring the NAM Network VRU for the ISN Switch Leg (Type 5) 91

Configuring the NAM for the ISN VRU Leg (Type 7) 92

Define System Information and Default Network VRU on the NAM 93

Configure ECC Variables 94

ISN ECC Variables 94

iiIPCC Hosted Edition Setup and Configuration


Contents

Configuring the CICM for the ISN Switch Leg (Type 5) 97

Configuring the CICM for the ISN VRU Leg (Type 7) 98

Define Default Network VRU on the CICM 99

Skill Group Rollout 101

Configure Device Targets 101

Mapping Labels 102

Creating a Call Type 103

Creating a Dialed Number 104

Configuring Skill Groups 106

Assign Agents to Skill Groups 107

Creating a Service 107

Configure Agent Desk Settings 108

Configuring Agents 109

Assigning an Agent as a Supervisor 110

Feature Control 112

Configuring a Feature Control Set 112

How to create a Feature Control Set 112

How to assign users to a feature control set 113

AW Feature Control 113

Scripting Considerations 115

NAM Script Configuration 115

118

CICM Scripting Considerations 119

Create CICM VRU Scripts 119

CICM VRU Script Considerations 119

RONA and ISN 119

Scripting for RONA 120

iiiIPCC Hosted Edition Setup and Configuration


Contents

ivIPCC Hosted Edition Setup and Configuration


Corporate Headquarters:

Copyright © 2003 Cisco Systems, Inc. All rights reserved.

Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA

Overview

What This Guide CoversThis documents covers installation and initial configuration of the NAM, CICMs, and their Peripheral Gateways (PG)s in an IP Contact Center Hosted-Edition system.

This guide also provides configuration settings to be used with the ISN and CallManager applications. However, you should use the documentation provided with those systems to install the ISN and CallManager software.

For detailed descriptions of individual components consult the appropriate guide. Table 1below lists the guides.

For a detailed description, design guidelines, and sizing information of a IP Contact Center Hosted-Edition system see the IP Contact Center Hosted-Edition Design Guide.

Cisco also provides Leading-Practice Deployment Templates for qualified partners. These documents provide the following templates and examples for an IP Contact Center Hosted-Edition System. They include:

• IP Contact Center Hosted-Edition Low Level Design Template

• IP Contact Center Hosted-Edition Network Implementation Plan Template

• IP Contact Center Hosted-Edition Network Staging Plan Template

• IP Contact Center Hosted-Edition Application Implementation Plan Template

• IP Contact Center Hosted-Edition Network Ready for Use Test Plan Template

The Templates include checklists and ordered steps for turning up your IP Contact Center Hosted-Edition system. Contact your account representative to gain access to these guides.

Use the IP Contact Center Hosted-Edition Design Guide to design the system. Refer to this document for detailed steps in configuring the NAM, CICM, and ICM portions of the CallManager.

OverviewIP Contact Center Hosted-Edition Feature Limitations

2IPCC Hosted Edition Setup and Configuration

Table 1 Hosted IP Contact Center Documentation Resources

Additionally, the Cisco ICM Release 5.0 Staging On Windows 2000 provides valuable information on staging and configuring your Windows 2000 environment for an IP Contact Center Hosted-Edition Deployment.

Additional Staging documentation can be found on the Cisco.com website at: http://www/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html

IP Contact Center Hosted-Edition Feature LimitationsThe following are limitations and feature restrictions when using IP Contact Center Hosted-Edition

• Customers instances are limited to 5000 agents.

• Blended Agent (ICM Outbound Option) is not currently supported.

• Multi-channel applications (ICM Web Option, ICM Email Option) are not currently supported.

• Network Consultative Transfer is not supported in IPCC Hosted Edition Release 5.0

Pre-installation RequirementsBefore you begin installing the IP Contact Center Hosted-Edition software components you must prepare your network and server environment with the required perquisite settings and software.

• The Windows 2000 network must be staged according to the rules supplied in the Cisco ICM Release 5.0 Staging On Windows 2000 document.

• Consult the IP Contact Center Hosted-Edition Compatibility Matrix to verify the correct software versions are available for the installation.

Component Guide(s)

IPCC Cisco ICM Software IP Contact Center Installation and Configuration Guide

Cisco IP Contact Center - Hosted Edition Design Guide

Cisco ICM Software IP Contact Center Administrator Guide

ICM Cisco ICM Software Installation Guide

Cisco ICM Software Administration Guide

Cisco Network Applications Manager (NAM) Setup and Configuration

Cisco Network Applications Manager (NAM) Product Description

CallManager Installing Cisco CallManager

Cisco CallManager Administration Guide

Cisco CallManager System Guide

ISN Cisco Internet Service Node (ISN) Installation Guide

Cisco Internet Service Node (ISN) Product Description

Cisco Internet Service Node (ISN) Configuration and Administration Guide

http://www.cisco.com/application/pdf/en/us/guest/products/ps1844/c1676/ccmigration_09186a00801471a1.pdf

http://www.cisco.com/application/pdf/en/us/guest/products/ps1844/c1693/ccmigration_09186a0080147186.pdf





http://www.cisco.com/application/pdf/en/us/guest/products/ps1006/c1067/ccmigration_09186a00801bf08d.pdf

http://www.cisco.com/application/pdf/en/us/guest/products/ps1006/c1097/ccmigration_09186a00801bf10d.pdf

http://www.cisco.com/application/pdf/en/us/guest/products/ps1006/c1090/ccmigration_09186a00801be199.pdf


http://www/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html

http://www/en/US/products/sw/voicesw/ps556/prod_installation_guide09186a0080189f21.html

http://www/en/US/products/sw/voicesw/ps556/products_administration_guide_book09186a0080181a17.html

http://www/en/US/products/sw/voicesw/ps556/products_administration_guide_book09186a00801821bc.html






NAM Installation and Configuration

The Cisco Network Applications Manager (NAM) is the carrier-class version of the Cisco Intelligent Contact Management (ICM) software. It allows a network service provider to offer virtual call center services to its customers. The NAM product functions much like a Service Control Point (SCP) by distributing incoming calls to individual network service customers based on the number dialed, the call’s point of origin, and caller-entered digits.

The Hosted product uses a two-tiered architecture in which the NAM passes route requests to a second ICM. The NAM receives route requests from the ISN, and then forwards the request to the appropriate Customer ICM (CICM).

Typically a single NAM can pass route requests to any of several CICMs. Based on the information it has for the call (dialed number, caller-entered digits, and calling line ID), the NAM can run a routing script that chooses the appropriate CICM and sends it a route request.

Installing a NAM Logger



The Logger is the process that manages the central database. A Logger process runs on each NAM and CICM in a Hosted system.

PrerequisitesBefore you begin this task the following must be true:

Before you begin this task you must be able to answer the following questions:

• Will AutoRestart be used?

• Will Historical Replication be used?

• Which drive is the software to be installed?

• Will you be using Phone Home?

• Will you be using the SNMP Event Feed?

Step 1 To install the Logger software, run SETUP.EXE from the ICM CD-ROM.

Step 2 Create a new instance:

a. Click Add in the ICM Instances section.

The Add Instance window appears.

b. Provide an Instance Name.

c. Optionally, provide a different instance number, or use the default.

Note Note the instance number as you will need to use the same number when setting up the corresponding CallRouter.

d. Provide the Central Controller Domain Name for this instance.

e. Click OK.

f. In the Cisco ICM Setup window select the instance you just created.

Step 3 Click Add in the Instance Components section and choose Logger.

The Logger Properties window appears.



Figure 1 Logger Properties Window

Step 4 It is recommended that you set the Auto Start feature after installation is complete (by re-running Setup). The server may need to be rebooted a number of times during installation, and problems could occur if the node starts before Service Releases and/or databases are applied.

Step 5 Check the Duplexed Logger option.

Step 6 If one or more admin sites will use an Historical Data Server (HDS), check the Historical Data Replication option if this Logger passes historical data to an Admin Workstation configured as a Historical Data Server. This enables the Logger to forward historical data to an HDS database at an admin site.

Step 7 If this server runs only a single Logger instance and no other critical applications, then you should allow the ICM to reboot the machine when necessary to recover from errors or when the Logger specifically requests a reboot. If you choose this option, you may need to manually recover from some failures.

Note You should not check the No System Reboot on Request option. Checking this option prevents the Logger from rebooting even if it detects a serious system-wide problem.

Step 8 In the Logger Type section, choose a Logger type that corresponds to your ICM system. In this case, choose NAM.

Step 9 In the Side section, specify which side you are installing: Side A or Side B. If the Logger will be simplexed, choose Side A.

Step 10 On the Drive section, choose the disk on which you want to install the software.

Note Be sure to note the drive you are using for future reference, since this information is required when applying Service Releases.

Step 11 Select a language from the Language field.

Step 12 Click Next.

The NAM Properties Window appears.



Figure 2 NAM Properties Window

Step 13 In the NAM Properties window:

a. In the NAM type section, select Provisioning/Standalone NAM.

b. In the Side A Prov. Router field enter the host name or IP address of the NAM Side A CallRouter.

c. In the Side B Prov. Router field enter the host name or IP address of the NAM Side B CallRouter.

Step 14 Click Next.

The Logger Component Properties window appears.

Figure 3 Logger Component Properties Window

Step 15 In the Logger Properties window, check Phone Home if you are using this option.

a. Click the Configure button next to the Phone Home option.



The Phone Home Configuration window appears.

See Configuring Phone Home Properties, page 9 to configure the Logger Properties window.

Step 16 Leave the CiscoWorks 2000 Support section unchecked unless you are using the optional CiscoWorks 2000 feed.

Step 17 Check the Enabled box in the SNMP feed section.

a. Click Configure.

The SNMP Feed Configuration window displays.

b. See Logger SNMP Feed Properties, page 10 to configure the SNMP Feed Properties.

Step 18 Click Next.

The Network Interface Properties window appears.

Figure 4 Network Interface Properties Window

Step 19 Click Next





Step 20 The Logger must have two addresses on the private network: one to be used by high priority traffic and another to be used by normal traffic. If the Logger is duplexed, each side must have two addresses. Enter the addresses in the appropriate fields of the dialog box. If the Logger is simplexed, enter localhost in the Node B fields.

Step 21 Click Next.

The Check Setup Information window appears.

Figure 6 Check Setup Information

Step 22 Ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click the Next button to begin copying files.

The copying process may take several minutes to complete. You can continue with other work while Setup operates in the background.

For specific information about what the Setup utility installs, see the ICM Installation Guide, Chapter 10, “The ICM Environment”.

Installing a NAM LoggerConfiguring Phone Home Properties


When Setup successfully copies all the files, it displays the final screen and asks whether you want to start the ICM Node Manager now. It is not recommended that you start the Node Manager until you have completed the entire ICM installation.

Step 23 Click Finish to exit Setup

Step 24 Finally, you must create the Logger database. See

Step 25 Finally, apply the recommended Service Releases for ICM. Follow the Service Release documentation for the correct procedure.

Configuring Phone Home Properties

ContextThis task describes configuring Phone Home properties for the Logger.

Figure 7 Phone Home Configuration Window

Step 1 CSFS Configuration. Specify a Customer name and a Site name.

Step 2 Contacting Support. Provide Contact Information for the network service provider's primary and backup Listeners. Specify the following:

• Check the Send Data Over Local Network box for a direct network connection.

• Provide Import Domain and Import System Name values pointing to the machine running the Listener for the Primary Listener and optionally for the Backup Listener.

• Provide a customer name as the Import Directory value.

Step 3 Click the OK button to make the changes and close the dialog box.

You are returned to the Logger Component Properties window.

Installing a NAM LoggerLogger SNMP Feed Properties


Logger SNMP Feed PropertiesThis task describes configuring the SNMP Feed properties for the Logger.

Step 1 Check Use Legacy SNMP Agent in the SNMP Feed Configuration window if required by your system.

Note For information on the SNMP event feed, see the Cisco ICM Software Alarm MIB User Guide.


Installing a NAM CallRouterLogger SNMP Feed Properties


Installing a NAM CallRouter

The CallRouter process contains the call routing logic of the system. The CallRouter runs on each NAM and CICM in the Hosted system.

PrerequisitesBefore you begin this task you must be able to answer the following questions:

• Will this be a simplex or Duplex CallRouter install?

• Will you be using the Database Routing feature (Requires Cisco DbLink)

• Will you be using the Application Gateway feature (Requires Cisco Gateway)

Before you begin this task you should also have the following information for the required settings:

• You must know the visible and private network addresses of the CallRouter and, for a duplexed configuration, its duplexed peer.

You should have already installed the corresponding Logger(s) for this CallRouter, see Installing a NAM Logger, page 4.

Step 1 Run SETUP.EXE from the ICM CD-ROM.

Step 2 Create the Router Instance:




c. Enter the Instance number of the corresponding Instance Logger

Note You must set up the instance on the Logger machine before the CallRouter machine.


e. Click OK.


Step 3 Click Add in the Customer Components section and choose Router.

The Router Properties window appears.



Figure 8 Router Properties Window

Step 4 It is recommended that you set the Auto Start feature after installation is complete (by re-running setup). The server may need to be rebooted a number of times during installation, and problems could occur if the node starts before Service Releases and/or databases are applied.

Step 5 Check the Duplexed Router option if you are configuring redundant CallRouter machines.

Step 6 Check the Database Routing option if you plan to use the ICM’s optional database routing feature to route calls based on data read from an external database. This requires that you purchase the DbLink product. You might use this, for example, to look up the caller’s telephone number (calling line ID) in your corporate database.

Step 7 Check the Application Gateway option if you plan to use the ICM’s optional custom gateway feature to access an external application from within a routing script. This requires that you purchase the Cisco Gateway product.

Step 8 Check the Remote Network Routing option to forward route requests to the CICM system via a remote ICM gateway. This activates the Customer Interface Controller (CIC) process of the CallRouter.

a. Leave the NAM ID as 0 unless you are setting up a multiple NAM environment.

Note If your NAM configuration contains multiple NAMs that may communicate with a single CICM, specify a unique nonzero value. See the document \Cisco ICM Software Release 5.0 Multiple-NAM Setup and Configuration for more details on multiple-NAM setup and configuration.

Step 9 If the machine runs only a single CallRouter instance and no other critical applications, then you should allow the ICM to reboot the machine when necessary to recover from a CallRouter failure. If this is a CICM Complex containing multiple CICM router instances, or if other critical processes run on the machine, check the No System Reboot on Error option. If you choose this option, you may need to manually recover from some failures.

Step 10 In the Side section, if the CallRouter will be duplexed, specify which side you are installing: Side A or Side B. If the CallRouter will be simplexed, choose Side A.

Step 11 In the Target Drive section, choose the local disk on which you want to install the software.

http://www/application/pdf/en/us/guest/products/ps1973/c1676/ccmigration_09186a008014717e.pdf





Step 13 Click Next.

The Router Component Properties window appears.

Figure 9 Router Component Properties Window

Step 14 In the Customer ID field, enter the instance number.

Step 15 If you are performing the initial installation of the NAM, leave the NIC configuration for later. You may not need to set up a NIC on the NAM depending on your deployment.

Step 16 In the MDS Timed Delivery Queue section (Message Delivery System Timed Delivery Queue), Accept the default values for the timed delivery queue unless told otherwise by your Cisco Support representative.

Step 17 The Disable ICM Time Synchronization box is used to select time synchronization service. The box is checked, by default, since the Windows 2000 operating system uses its own integrated time service.

Step 18 Click Next.

The Device Management Protocol Properties window displays.



Figure 10 Device Management Properties Window

Step 19 You must enable connections within the CallRouter Device Management Protocol (DMP) for each Peripheral Gateway (PG) with the CallRouter.

Note Check one box for each logical PG that will be connected to this CallRouter instance. For a typical IP Contact Center Hosted-Edition system you will need to check a box for each VRU PG that will be connected to this NAM. At least 1 VRU PG is required at the NAM level.

Step 20 Click Next





Step 21 The CallRouter must have two addresses on the private network: one to be used by high priority traffic and another to be used by normal traffic. If the CallRouter is duplexed, each side must have two addresses. Enter the addresses in the appropriate fields of the dialog box. If the CallRouter is simplexed, enter localhost in the Node B fields.

Step 22 Click Next


Figure 12 Check Setup Information Window







Step 24 Click Finish to exit Setup and optionally start the Node Manager.

If you choose to start the Node Manager, it automatically starts the other ICM processes on the CallRouter.

Defining CICM Instances on the NAMConfiguring CICM Instances on the NAM


Defining CICM Instances on the NAM

You must define the CICM instances on the NAM, and create an ICM Gateway for each of the Instances so that the NAM can communicate with the CICMs.

Before you can complete this task you must create an Administration Workstation for the NAM. See Installing an Admin Workstation, page 31 to create the Admin Workstation.

For more information see the Cisco Network Applications Manager

(NAM) Setup and Configuration document.

Configuring CICM Instances on the NAM

Step 1 On the NAM AW, start Configuration Manager from the ICM Admin Workstation group. The Configuration Manager window opens.

Step 2 Open the ICM Instance List tool (Enterprise > ICM Instance > ICM Instance Explorer). The ICM Instance List window appears.

Step 3 Click the Retrieve button.

Step 4 Click the Add ICM Instance button.

A new instance is created and tabs to enter details appear on the left.

Figure 13 ICM Instance Tab

Step 5 Specify the following on the ICM Instance tab:

a. Name. The enterprise name for the CICM instance, as used in Setup.

b. Type. (Drop-down list.) Select Customer ICM.

c. Instance Number. The instance number as defined in Setup.

d. Network ICM Instance. (Drop-down list.) The associated NAM instance.

http://www/application/pdf/en/us/guest/products/ps1973/c1067/ccmigration_09186a0080147182.pdf#page=43

Defining CICM Instances on the NAMCreating an ICM Gateway to Access CICM Instances


e. Description. (Optional.) Additional information about the ICM Instance.

Step 6 Click Add Customer Instance (bottom left of screen) with the current instance selected.

Two additional tabs appear below the ICM Instance tab on the right.

Figure 14 Customer Definition Tab

Step 7 In the name field, enter the same name as the ICM instance name.

Step 8 For a CICM instance, select the Network VRU from the drop down list. For the NAM, leave the Network VRU field as None. Note that you will be unable to select a VRU until you have created it using the Configuration Manager.

Step 9 Enter an optional description.

Step 10 For a CICM instance, select a feature control set, if you have defined one. For the NAM leave this setting as None.

Step 11 Click Save to save the instance configuration.

Creating an ICM Gateway to Access CICM InstancesContextThe ICM Gateway provides a connection between the NAM and a CICM Instance. You must create an ICM Gateway for each CICM instance that you will configure.

After the Gateway is configured, you can reference the gateway using the ICM Gateway Node within a routing script on the NAM.

Step 1 From within Configuration Manager on an Admin Workstation associated with the NAM, select Calls > Application Gateway > Application Gateway List

The Application Gateway List window appears.

Step 2 Click Retrieve.

Step 3 Click Add.

The Attributes tab appears on the right.



Figure 15 Application Gateway Attributes Tab

Step 4 In the Name field, specify a name for the ICM Gateway. For example, for the first CICM Instance use Cus1

Step 5 In the Type field, select Remote ICM

Step 6 Select None in the encryption field.

Step 7 In the Fault Tolerance field, select the Fault Tolerance strategy to use if the Application Gateway is duplexed.

Step 8 In the Connection Field, choose whether the gateway is duplexed (having both a side A and a side B connection), Simplex A (only has a side A connection), or Simplex B (only has a side B connection).

Step 9 Click Save to create the Gateway.

Note Make a note of the Application Gateway ID value. This value is required when you run Setup to configure the INCRP NIC on the CICM. See Configuring a CICM INCRP NIC, page 60 for instructions on creating the INCRP on the CICM Instance.

Step 10 To set the connection information click on the Connection Side A tab or the Connection Side B tab.

The Connection Side A or Connection Side B tab appears.



Figure 16 Application Gateway Side Connection Tab

Step 11 Click the Enter Address button. The Enter NAM Address window appears. Specify the following information:

Figure 17 Enter NAM Address Window

a. NAM Mode: Select Single NAM.



b. IP Address/Name: Enter the High Priority IP address of the CICM. Normally this is the public IP address, but if no public IP address is available, use the High Priority private IP.

Note This address must be the same address specified for the INCRP NIC on the targeted CICM instance. You may optionally use the hostname.

c. Instance Number. Enter the planned instance number of the targeted CICM.

d. Side. Indicate which side of the NAM prefers this connection:

– Side A - NAM Side A prefers to use this connection.

– Side B - NAM side B prefers to use this connection

– None - Neither side of the NAM prefers to use this connection.

– Both Side A and B - Both sides of the NAM prefer to use this connection.

Note Consider network traffic in choosing this value. For example, if one side of the NAM is collocated with only one side of the CICM, you can make that the preferred connection in order to avoid unnecessary WAN traffic to the other side.

e. Click OK to save the information and return to the Application Gateway Side Connection Tab.

Step 12 Select the In Service checkbox to indicate whether this connection is currently available for use by ICM. If you have not yet created the CICM instance you can leave this box unchecked, then return to this screen after the CICM has been installed and configured to activate this connection.

Step 13 Provide an optional description.

Step 14 Leave the rest of the fields in their default setting. More information about these fields is available in the Online Help.

Step 15 Repeat for the other side as necessary.

Step 16 Click Save when finished to save the changes.

NAM ISN PG Configuration and InstallationConfiguring the NAM for an ISN PG


NAM ISN PG Configuration and Installation

Configuring the NAM for an ISN PG

Step 1 From the NAM AW Configuration Manager, select Explorer Tools > PG Explorer.

The PG Explorer window appears.

Step 2 Click Retrieve, then click Add (bottom left).

The Logical Controller tab appears in the left-hand pane.

Figure 18 Logical Controller Tab

Step 3 Enter a Name for the PG in the Name field.

Step 4 Select VRU as the client type from the Client type drop-down menu.

Step 5 Highlight the Peripheral under the PG that you just created (left-hand pane).

Figure 19 PG and Peripheral in PG Setup Tree

The Peripheral and associated tabs appear below the logical controller tab.

NAM ISN PG Configuration and InstallationConfiguring the NAM for an ISN PG


Figure 20 Peripheral Tab

Step 6 In the Peripheral tab, complete the following:

a. Provide a name for the peripheral in the Name field.

b. Verify the Client Type is VRU.

c. If an ISN Application Server is the routing client, then check the “Enable Post Routing” checkbox. Otherwise, verify that it is unchecked.

Step 7 If you checked Enable Post Routing in the previous step, then select the Routing Client tab.

The Routing Client tab appears.

Figure 21 Routing Client Tab

Step 8 In the Routing Client tab, complete the following:

a. Enter a name for the Routing Client in the Name field. The convention is to use the same name as the peripheral with “_rc” appended to the end of the name. For example, “NAM_PG1_rc”

b. Enter the same name as above in the “Network Routing Client” field.

c. Verify that the “Network Transfer Preferred” checkbox is NOT checked.

Step 9 Click Save.

NAM ISN PG Configuration and InstallationInstalling a NAM ISN PG


Note After you click save, a Logical Controller ID and Peripheral ID will be assigned to the PG and its associated peripheral(s). Note these numbers for the next task.

Installing a NAM ISN PGPrerequisites

You must install and configure at least one ISN PG for your hosted system.

You need the following information:

• Peripheral Gateway DMP configuration ID

• Peripheral Gateway Logical Controller ID

Step 1 On the machine to be used as the NAM PG, Run SETUP.EXE from the ICM CD-ROM. Add the customer if you have not already done so.

Step 2 Click Add in the Customer Components section and choose Peripheral Gateway from the ICM Component Selection window.

The Peripheral Gateway Properties window appears.

Figure 22 Peripheral Gateway Properties Window

Step 3 It is recommended that you set the Auto Start feature after installation is complete (by re-running Setup). The server may need to be rebooted a number of times during installation, and problems could occur if the node starts before Service Releases and/or databases are applied.

Step 4 Specify whether the PG is part of a duplexed pair.

Step 5 In the ID field, choose the PGs device identifier as enabled in the CallRouter’s DMP configuration dialog box.



Note Each logical PG must have a unique device assignment at the CallRouter. (If a PG is duplexed, both physical machines use the same device assignment.) To add another logical PG, you must enable another PG device for the CallRouter. See Figure 10 on page 14. For example, if you checked only box number 1 during the CallROuter setup, then you must select the ID PG1 from the drop-down list.

Step 6 If the PG is duplexed, specify whether you are installing Side A or Side B. If the PG is simplexed, select Side A.

Step 7 In the Client-type selection area, select the type of Peripheral Gateway you want to add. Use the Add and Remove buttons to select or de-select PG types. You can install one PG type and one VRU PG at the same time.

Note For an ISN PG you must select VRU as one of the client types.




Step 10 Click Next.

The Peripheral Gateway Component Properties window appears.

Figure 23 Peripheral Gateway Component Properties

Step 11 In the Peripheral Gateway Configuration section of the window, enter the Controller ID from the Logical_Interface_Controller record for the PG.



Note You can view the Logical_Interface_Controller record for the PG using the PG Explorer tool from the Configuration Manager on the NAM AW. See Figure 18 on page 22 for an example of the location of the ID.

Step 12 The VRU Reporting options are available only if the PG supports VRUs. Select the option that you want to use for VRU reporting.

Note For a typical application you should select Service Control and check Queue Reporting.

Step 13 In the Peripheral Interface Managers section click Add.

The Add PIM Dialog Box appears.

Figure 24 Add PIM Dialog Box

Step 14 Choose VRU for the Client type.

Step 15 Select an available PIM from the Available PIMs list. The list contains only PIM numbers that are not already defined for this PG.

Step 16 Click OK.

The VRU configuration dialog box appears in which you can enter the properties of the peripheral.

Figure 25 VRU Configuration Dialog Box

Step 17 To put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running.

Step 18 Enter the peripheral name in the Peripheral name field. In most cases, you will want to use the enterprise name from the associated Peripheral record.

Step 19 Enter the Peripheral ID from the Peripheral record.



Note You can view the Peripheral ID of the PG using the PG Explorer tool in the Configuration Manager on the NAM AW. See Peripheral Tab, page 23 for an example of the location of the ID.

Step 20 In the VRU Host Name field, enter the name or IP Address by which the VRU is known to the network.

Step 21 Enter the number of the VRU port that the PG connects to. Typically, port 5000 is the default for an ISN Application server and should not be changed.

Step 22 In the Reconnect Interval field, specify how often the PG should try to re-establish a lost connection to the VRU.

Step 23 In the Heartbeat Interval field, specify how often the PG should check its connection to the VRU.

Note The defaults for the Reconnect Interval and Heartbeat Interval are usually appropriate.

Step 24 Click OK to set the values and close the VRU dialog box.

Step 25 Click the Advanced button.

The MDS and DMP Properties dialog box appears.

Figure 26 MDS & DMP Properties Dialog Box.

Step 26 The settings in the above figure are typical for a VRU PG in a hosted environment, however your network design may dictate different settings. Change as appropriate. Click Help for more information on this screen.

Step 27 Click Next.

The Device Management Protocol Properties window appears.



Figure 27 Device Management Protocol Properties

Step 28 If you prefer that the PG communicate with one side or the other of the Central Controller (for example, if the PG is collocated with one side), indicate the preferred side.

Note Whether you specify a preferred side or not, if the PG cannot communicate with one side, it will automatically switch to the other.

Step 29 For the Side A properties, and if applicable the Side B properties, define the following:

a. Indicate whether the PG is local to or remote from each side of the Central Controller. If the PG is remote from either side, specify the maximum amount of bandwidth (in bits per second) the PG can use for communication with the CallRouter. Use this option to prevent the PG from overloading the wide-area network.

b. If the CallRouter is not local, in the Bandwidth fields, input the bandwidth for the WAN link to the CallRouter side A and side B. In the case that QoS is not an intended feature, you do not need to worry about how to divide the link bandwidth into each priority. The sum for the three priorities, however, must be the physical bandwidth you actually have, and the input for each priority must be at least 1K (1024) bps.

c. For QoS connections, you need to enter the appropriate bandwidth value for the High, Medium and Low priority individually. Consult with you network administrator or Cisco representative to determine the bandwidth requirements for your network.

Step 30 Click the Advanced button.

The PG QoS DMP Properties Advanced Options dialog appears.



Figure 28 PG QoS DMP Properties Advanced Options

Step 31 Verify Bypass QoS Packet Scheduler is checked.

Step 32 Set the DSCP (DiffServ Codepoint) marking for each priority of the ICM traffic going to the CallRouter. The defaults are acceptable if your network is Cisco AVVID compliant (Architecture for Voice, Video and Integrated Data). Otherwise, you need to consult your network administrator or Cisco representative for the proper values for these fields.

Step 33 Uncheck the Bypass QoS packet scheduler box if you plan to use the Microsoft Packet Scheduler utility. This changes the appearance of the PG QoS DMP Properties Advanced Options window. The edit boxes for Medium Priority are grayed out and the Medium Priority always has the same settings as the High Priority. This is because Microsoft Packet Scheduler supports at most two classification levels (except best effort).

Step 34 In addition to DSCP marking, the Class-of-Service (802.1p) marking is supported. The default values are set in compliance with Cisco AVVID recommendations. Consult your network administrator or Cisco representative for changes.

Note Microsoft Packet Scheduler must be installed separately from the ICM setup if you uncheck the Bypass Packet Scheduler box. For more information about QoS for the ICM software, refer to the Cisco ICM Software Network and Site Requirements Pre-Installation Planning Guide.

Step 35 Click OK.

You are returned to the Device Management Protocol Properties window

Step 36 Click Next.

The Peripheral Gateway Network Configuration window appears.



Figure 29 Peripheral Gateway Network Configuration

Step 37 Enter the hostname or TCP/IP addresses of the PG and, if it is duplexed, its pair.

If the PG is simplexed, enter localhost for the B side addresses.

Step 38 Enter the hostname or visible network addresses for the CallRouter machines.

Step 39 Click Next.

The Check Setup window appears.






If you choose to start it, the Node Manager automatically starts the other ICM processes on the PG.




AW Setup and Configuration

This section describes installation of the Admin Workstation.

Note For a Historical Data Server, you must first install the Admin Workstation software without the HDS option enabled. Then create the HDS database and run Setup locally to enable HDS.

More information on Admin Workstation Installation and Configuration is available in the Cisco ICM Software Release 5.0 Installation Guide.

Before Installing the Admin WorkstationBefore you install the Admin Workstation software, the machine must have the following installed:

• Windows 2000 Server operating system.

• SQL Server 2000 (with Binary Sort enabled at install time).

• If you plan on using Custom Screen Builder to create report templates, you should install Powersoft’s InfoMaker before you install the Admin Workstation. If you install InfoMaker after you install the Admin Workstation, the Custom Screen Builder will not be available. You will have to install the Admin Workstation again. Admin Workstations (AWs) may be part of the Central Controller domain or in another domain. If the AW is in another domain, you must establish a two-way trust relationship between the AW and Central Controller domain.

Installing an Admin WorkstationPrerequisites


• Are you installing a NAM or CICM AW?

• Will you be Custom Screen Builder, if so you must have already installed InfoMaker on this machine.



AW Setup and ConfigurationInstalling an Admin Workstation


If this is a CICM AW:

• Have an Instance Name and Number available. If you have already configured the CICM Instances on the NAM (see Defining CICM Instances on the NAM, page 17), then you should use one of those values.

ContextThere are three possible types of Admin Workstations in the IP Contact Center Hosted-Edition environment:

1. NAM Network AW - This AW controls the NAM and CICMs and it generally located at the provider site. Subscribers do not have access to this AW.

2. CICM Shared AW - This AW is generally located at the provider site and runs multiple instances of WebView and HDS. Subscribers access this AW using the Internet Script Editor (ISE) and WebView.

3. CICM Subscriber AW - This AW is typically located at the subscriber site. It controls only the subscriber's CICM Instance. Typically this AW will have WebView and HDS installed. This AW may or may not have feature-control installed to limit it's functionality to the subscriber.

You have the option of installing the AW as a Real-time Distributor Node. The Real-time Distributor Node runs as an Windows service and manages several ICM processes (including the local Logger process, real-time client, and the real-time distributor. Cisco recommends that all Admin Workstations run as Real-time Distributor Nodes.

Note Typically, customers will either access the shared AW using WebView and ISE, or have their own dedicated AW, but not both.

Step 1 To install the Admin Workstation software, run SETUP.EXE from the ICM CD-ROM. Add the customer if you have not already done so.

Step 2 Add a new instance:




c. Enter the same Instance value as you did for the corresponding instance Logger and instance CallRouter.

d. Provide the Central Controller Domain name for this instance.

e. Click OK.

Note The instance Name, Number, and Domain Name must match that of the corresponding Logger.


Step 3 Click Add in the Customer Components section and choose Admin Workstation.

The Admin Workstation Properties window appears.



Figure 30 Admin Workstation Properties Window

Step 4 Select Real-time Distributor for the type of Admin Workstation configuration.

Step 5 Select AW Type:

a. If you are installing a NAM AW, select Network AW (NAM).

b. If you are installing a CICM AW, select Network AW (CICM).

Step 6 Choose Production Mode unless you are specifically told otherwise by your Cisco Support representative.




Step 9 Click Next.

The Real Time Distributor Node properties window appears.



Figure 31 Real-Time Distributor Node Properties Window

Step 10 In most cases, real-time distributors should use the Auto Start option to ensure they are available when needed. However, it is recommended that you set the Auto Start feature after installation is complete (by re-running setup). The server may need to be rebooted a number of times during installation, and problems could occur if the node starts before Service Releases and/or databases are applied.

Step 11 WebView Reporting: If you are using the optional Cisco Web View product and you want this Admin Workstation to act as a Web server, check the WebView Reporting option. In the WebView Database Server field, enter the IP address or host name of the machine that contains the WebView database.

Note You should not check this option if you have not yet installed the Third-party Webview applications. See Webview Third-party Application Installation, page 42 for more information. Once you have installed the Third-party applications you can re-run setup and enable Webview,

Step 12 CMS Node: Leave this box unchecked.

Step 13 Check the Client install package check box if you want to provide downloads to the Internet based Script Editor software.

Note For new Script Editor installations, you must access a web page on the ICM distributor to download the software. The Script Editor software is a self-extracting archive that you must download and run. You can do this from either Netscape or Internet Explorer browsers.

Step 14 Click Next.

The Real-time Distributor Properties window appears.



Figure 32 Real-time Distributor Properties

Step 15 Enter the site name and indicate whether this is the secondary distributor for the site.

Note Cisco recommends that when naming AWs at the site, that you use the same site name for all Distributor and Client AWs at the site.

Step 16 Select Side A or Side B as the preferred Central Controller side to which the AW should connect.

Note This is important, for example, if the Admin Workstation is collocated with one side of the Central Controller. You can prevent unnecessary traffic on the wide area network by choosing the local side of the Central Controller as the preferred side.

Step 17 Check the Historical Data Server box if you want to configure the AW as a Historical Data Server (HDS), do NOT check the Historical Data server box if this is the first time you have run setup for this AW.

Step 18 Leave the Partitioning box to unchecked.

Step 19 Specify the devices in the SQL Server Drive section for MS SQL Server 2000.

Step 20 In the Central Controller section:

a. Enter the hostname or IP address of the Side A Router.

b. Enter the hostname or IP address of the Side B Router.

c. Enter the hostname or IP address of the Side A Logger.

d. Enter the hostname or IP address of the Side B Logger.

Step 21 Click Next.

The Admin Workstation Client Properties Window appears.



Figure 33 The Admin Workstation Client Properties Window

Step 22 Specify whether this Admin Workstation serves as either the primary or secondary real-time distributor for the site. Typically you should select Primary.

Note For more information on Primary and Secondary Distributors, see the ICM Installation Guide, and the ICM Administration Guide.

Step 23 If InfoMaker is already installed on the machine, check the box for InfoMaker Directory and enter the name of the directory in which it is installed. If InfoMaker is not installed, you cannot use the Custom Screen Builder.

The ICM’s Custom Screen Builder is based on Powersoft’s InfoMaker product. This product lets you create your own report templates to add to the standard templates available in WebView. Typically, Custom Screen Builder is only used on dedicated customer AWs.

Step 24 Check the Workforce Management box to install the ICM’s optional Cisco Schedule Link product. This allows you to import scheduling information from a third-party workforce management system.

Step 25 In addition to viewing reports on your screen, the ICM software also lets you schedule specific reports to be printed at certain times of day. For example, you might want to print a daily summary report each night after midnight. In order for these scheduled reports to print, the Print Server process must be running in the background. To ensure that this process is available, check the Start ICM Print Server on User Login option.

Step 26 Click Next.

The Check Setup and Copy Files window appears.

AW Setup and ConfigurationExpanding the AW Database


Figure 34 Check Setup and Copy Files Window



For specific information about what the Setup utility installs, see Chapter 10, “The ICM Environment”.



If you choose to start it, the Node Manager automatically starts the other ICM processes on the Admin Workstation: the local Logger process, the real-time client, and (if the Admin Workstation is the active distributor) the real-time distributor.

Expanding the AW DatabasePrerequisites

See the IP Contact Center Hosted-Edition Design Guide for database sizing information.

This task assumes that you have already installed the corresponding Admin Workstation.

You must create a database for each Logger and HDS. To create the database, run the ICM Database Administration (ICMDBA) tool. This tool is installed on each Admin Workstation and on each ICM component that has an installed database.

Step 1 In Windows, Click Start > Run... enter 'icmdba' into the Run dialog box and press enter.

The ICMDBA main window appears. The main window is a tree hierarchy displaying the ICM database servers in the current domain.

AW Setup and ConfigurationExpanding the AW Database


Figure 35 ICMBDA Window

Step 2 Select the computer where you want to create the database. Expand the sever by clicking on the plus sign (+) next to its name. One or more ICM instances are displayed.

Expanding the ICM instance displays a specific ICM node or nodes (Distributor and Logger) on machines that have databases for that instance. Expanding the node displays the databases associated with the node. Expanding the node database displays the a list of the individual tables in the database.

Note If you cannot find the server you want in the main window, you can select any computer on your local network by choosing File > Add Computer from the menu bar.

Step 3 With the ICM running, for the server and instance, select the node (Distributor or Logger) where you want to create the database.

Step 4 Choose Database > Create from the menu bar (or click the right mouse button and choose Create). The Create Database window displays.

Step 5 Enter the following information for the database:

a. Database Type. Verify that the correct type of database has been preselected. This should specify the type of database: HDS (Historical Data Server) for distributor machines, or for a Logger device, the default database type displays.

b. ICM Type. Specify whether this is a Standard, NAM (Network Applications Manager), or CICM (Customer ICM) system.

c. Region. Specify regional information for UK, N.America, France, or Australia.

d. Partitions. If partitioning is enabled, check this box and specify the maximum number of partitions allowed for the customer (1 through 5). Do not check this option if you are not sure if partitioning is enabled.

Step 6 Click on the Add Device button. This button invokes the Add Device window.

a. Use this window to create a new data device or log device for the selected database. Specify the disk drive letter and size in megabytes for each new device. Click the OK button to create the device.

If necessary, you can later edit the device to increase storage size, or remove a device, using the Expand Database function.

AW Setup and ConfigurationInstalling a Logger HDS Database


b. When finished adding the device, click the OK button to return to the Create Database screen.

Step 7 When you have completed entering information in the Create Database window, click the Create button to close the window and create the database.

Installing a Logger HDS DatabasePrerequisites

See the IP Contact Center Hosted-Edition Design Guide for database sizing information.

This task assumes that you have already installed the corresponding Logger or Admin Workstation.

You must create a database for each Logger and HDS. To create the database, run the ICM Database Administration (ICMDBA) tool. This tool is installed on each Admin Workstation and on each ICM component that has an installed database.



Figure 36 ICMBDA Window

Step 2 Select the computer where you want to create the database. Expand the sever by clicking on the plus sign (+) next to its name. One or more ICM instances are displayed.

Expanding the ICM instance displays a specific ICM node or nodes (Distributor and Logger) on machines that have databases for that instance. Expanding the node displays the databases associated with the node. Expanding the node database displays the a list of the individual tables in the database.

Note If you cannot find the server you want in the main window, you can select any computer on your local network by choosing File > Add Computer from the menu bar.

Step 3 With the ICM running, for the server and instance, select the node (Distributor or Logger) where you want to create the database.

AW Setup and ConfigurationExpanding an AW or Logger Database


Step 4 Choose Database > Create from the menu bar (or click the right mouse button and choose Create). The Create Database window displays.

Step 5 Enter the following information for the database:

a. Database Type. Verify that the correct type of database has been preselected. This should specify the type of database: HDS (Historical Data Server) for distributor machines, or for a Logger device, the default database type displays.

b. ICM Type. Specify whether this is a Standard, NAM (Network Applications Manager), or CICM (Customer ICM) system.

c. Region. Specify regional information for UK, N.America, France, or Australia.

d. Partitions. If partitioning is enabled, check this box and specify the maximum number of partitions allowed for the customer (1 through 5). Do not check this option if you are not sure if partitioning is enabled.

Step 6 Click on the Add Device button. This button invokes the Add Device window.

a. Use this window to create a new data device or log device for the selected database. Specify the disk drive letter and size in megabytes for each new device. Click the OK button to create the device.

If necessary, you can later edit the device to increase storage size using the Expand Database function.

b. When finished adding the device, click the OK button to return to the Create Database screen.

Step 7 When you have completed entering information in the Create Database window, click the Create button to close the window and create the database.

Step 8 For HDS Databases, after the database has been created and expanded, re-run setup.exe from the icm\bin folder and enable HDS for the Admin Workstation. See Step 17, page 35.

Expanding an AW or Logger DatabaseYou must expand the AW and Logger databases after you have created them. Use the following steps to expand an AW or Logger database.



Step 2 Highlight the Instance AW Database that you want to expand.

Step 3 Select Expand from the Database Menu.

Step 4 Expand the data to 500MB and click OK.

Step 5 Select Log.

Step 6 Expand the Log to 200MB. Click OK.

Step 7 From within Windows, on the machine that runs the SQL Server for the database, select Start > Programs > Microsoft SQL Server > Enterprise Manager.

Step 8 Expand the server tree and highlight the Databases folder under the server name.

Step 9 Double-click the ICM Database in the right-hand panel.

Step 10 On the Data Files tab:

a. Check Autogrow and set file growth to 10%

AW Setup and ConfigurationExpanding an AW or Logger Database


b. Set the Maximum file size according to the following calculation:

(80% of Free Disk Space) / (number of ICM db files on this disk) + (db file current size). For example: (10 GB * .80) / (1) + (25 GB) = 33 GB.

Step 11 In the transaction Log tab, uncheck Autogrow.

Webview InstallationWebview Third-party Application Installation


Webview Installation

Webview is the reporting application for the IP Contact Center Hosted-Edition Environment.

Complete details on installing and administering Webview can be found in the following documents:

• Cisco ICM Software Release 5.0 WebView User Guide

• Cisco ICM Software Release 5.0 WebView Installation Guide

Webview Third-party Application InstallationBefore you install Webview, you must install the third-party applications that come bundled on the Webview Third-Party CD.

Step 1 Check to see if you have the Jaguar 3.5 software already installed on your machine. If Jaguar 3.5 software is installed on your machine, use the control panel’s Add/Remove software program to remove that software.

Step 2 On the Third-Party CD, run the top-level Setup.exe program. Follow the instructions presented on the screen.

Step 3 The Setup program displays a list of the third-party software that is required by WebView. Any software that is not already installed on your system is automatically selected and grayed out in this dialog box. Any software that is already installed on your system, you can reinstall by selecting the check box next to that software option.

By default, the Setup program does not reinstall software that is already installed on your system if its version number has not changed since your last Third-Party CD installation. However, if you select to reinstall this software, then Setup first deletes the former installation before installing the new version.

Step 4 Review all the automatically selected software options. If you want to re-install any unselected options, select them. Then click Next.

Step 5 When the procedure asks you to choose the destination location for the files, select or enter the directory location and click Next. If you previously installed the software, the default location will be that previous location. Cisco recommends that you choose the default.

Note At one point, three warnings appear in a console command-line window: “Server Name not specified. Defaulting to Jaguar. JDK Version not specified. Defaulting to JDK 1.3. -jvmtype not specified. Defaulting to client.” These messages mean that Setup is using the defaults. The messages are produced by the EAServer installation and are expected.

Step 6 When the programs are installed, the Cisco WebView Third-Party Setup dialog box again displays and prompts you to select when you want to reboot your computer: next or at a later time. Make your selection and click Finish.

Step 7 Verify that the Jaguar NT service is installed and started:

a. From the Start menu, select Programs > Administrative Tools > Services.

http://www/application/pdf/en/us/guest/products/ps4145/c1626/ccmigration_09186a0080147195.pdf

http://www/application/pdf/en/us/guest/products/ps4145/c1097/ccmigration_09186a00801471a2.pdf

Webview InstallationInstalling Webview


b. In the Services dialog box, make sure that Jaguar is listed and started:

– If it is not started, right click on Jaguar and select the Start option from the pop-up selection box.

– If it is not installed, run the following from the command line window: "%JAGUAR%\bin\serverstart.bat" -install Then, start the service as indicated in the preceding bullet.

Step 8 Setup is completed and you are now ready to install Webview. Complete the next task to install Webview.

Installing WebviewAfter the required software is installed, you are ready to install (or upgrade) the

WebView option on the Admin Workstation. Note that this task already assumes you have installed the AW, and are now enabling Webview.

Step 1 Run Setup from the ICM CD.

Step 2 In the Cisco ICM Setup dialog box, select AW in the Instance Components section on the right-hand side of the dialog box.

Step 3 In the same dialog box, in the ICM Instances section, on the left-hand side of the dialog box, select the ICM instance where the Admin Workstation running WebView will be installed. You can install Webview for each CICM instance.

Step 4 Click the Edit button associated with the Instance Components section on the right-hand side of the dialog box. The Admin Workstation Properties dialog box displays.

Step 5 Click Next. The Real-Time Distributor Node Properties dialog box displays.

Step 6 In the Real-Time Distributor Node Properties dialog box, enable the WebView Reporting option check box.

Step 7 In the WebView database host name text box, enter the WebView database host name. This is the name of the computer that you want to hold the database server which WebView uses to store saved reports and favorites reports.

Click Next and proceed with the setup. When the installation is complete, and you are prompted in the

Cisco ICM Setup dialog box, you can exit from Setup.Step 8 If you are prompted to do so, restart your system in order to ensure that all of the appropriate software

is running.

Webview InstallationInstalling Webview





CICM Installation and Configuration

You must complete the following tasks for each CICM Instance. Multiple customer instances of the ICM Router and Logger software will exist on the same physical machine. The number of instances on the same machine will vary according to your system design.

Each customer instance must have its own dedicated machine to use as a CallManager PG.

The customer instance may have its own dedicated Admin Workstation, or use a shared Admin Workstation, either through direct feature-limited access, or through Internet Script Editor.

In the case of shared AW users, your design will probably include a shared WebView server.

Installing a CICM Logger



The Logger is the process that manages the central database. A Logger process runs on each CICM in a Hosted system.

PrerequisitesBefore you begin this task the following must be true:


• Will AutoRestart be used?

• Will Historical Replication be used?

• Which drive is the software to be installed?

• Will you be using Phone Home?

• Will you be using the SNMP Event Feed?

Step 1 To install the Logger software, run SETUP.EXE from the ICM CD-ROM.

Step 2 Create a new instance:




c. Optionally, provide a different instance number, or use the default.

Note Note the instance number as you will need to use the same number when setting up the corresponding CallRouter.


e. Click OK.


Step 3 Click Add in the Instance Components section and choose Logger.

The Logger Properties window appears.



Figure 37 Logger Properties Window

Step 4 It is recommended that you set the Auto Start feature after installation is complete. The server may need to be rebooted a number of times during installation, and problems could occur if the node starts before Service Releases and/or databases are applied.

Step 5 Check the Duplexed Logger option.

Step 6 If one or more admin sites will use an Historical Data Server (HDS), check the Historical Data Replication option if this Logger passes historical data to an Admin Workstation configured as a Historical Data Server. This enables the Logger to forward historical data to an HDS database at an admin site.

Step 7 If this server runs only a single Logger instance and no other critical applications, then you should allow the ICM to reboot the machine when necessary to recover from errors or when the Logger specifically requests a reboot. If this CICM Logger Instance is one of multiple on the same machine, or if other critical processes run on the machine, check the No System Reboot on Error option. If you choose this option, you may need to manually recover from some failures.

Note You should not check the No System Reboot on Request option. Checking this option prevents the Logger from rebooting even if it detects a serious system-wide problem.

Step 8 In the Logger Type section, select CICM.

Step 9 In the Side section, specify which side you are installing: Side A or Side B. If the Logger will be simplexed, choose Side A.




Step 12 Click Next.

The Logger Component Properties window appears.



Figure 38 Logger Component Properties Window

Step 13 In the Logger Properties window, check Phone Home if you are using this option.

a. Click the Configure button next to the Phone Home option.

The Phone Home Configuration window appears.

b. See Configuring Phone Home Properties, page 50 to configure the Logger Properties window.

Step 14 Leave the CiscoWorks 2000 Support section unchecked unless you are using the optional CiscoWorks 2000 feed.

Step 15 Check the Enabled box in the SNMP feed section.

a. Click Configure.

The SNMP Feed Configuration window displays.

b. See Logger SNMP Feed Properties, page 51 to configure the SNMP Feed Properties.

Step 16 Click Next.





Step 17 Click Next



Step 18 The Logger must have two addresses on the private network: one to be used by high priority traffic and another to be used by normal traffic. If the Logger is duplexed, each side must have two addresses. Enter the addresses in the appropriate fields of the dialog box. If the Logger is simplexed, enter localhost in the Node B fields.

Step 19 Click Next.


Installing a CICM LoggerConfiguring Phone Home Properties


Figure 41 Check Setup Information





Step 21 Click Finish to exit Setup

Configuring Phone Home PropertiesThis task describes configuring Phone Home properties for the Logger.

Installing a CICM LoggerLogger SNMP Feed Properties


Figure 42 Phone Home Configuration Window

PrerequisitesBefore you begin this task you should also have the following information for the required settings:

• CSFS Configuration Information

• Contacting Support Information

• Serial Feed Configuration Information

More information on this topic is available in the Cisco ICM Software Release 5.0 Installation Guide

Step 1 CSFS Configuration. Specify a Customer name and a Site name.

Step 2 Contacting Support. Provide Contact Information for the network service provider's primary and backup Listeners. Specify the following:

• Check the Send Data Over Local Network box for a direct network connection.

• Provide Import Domain and Import System Name values pointing to the machine running the Listener for the Primary Listener and optionally for the Backup Listener.

• Provide a customer name as the Import Directory value.

Step 3 Click the OK button to make the changes and close the dialog box.

You are returned to the Logger Component Properties window.

Logger SNMP Feed PropertiesThis task describes configuring the SNMP Feed properties for the Logger.

Step 1 Check Use Legacy SNMP Agent in the SNMP Feed Configuration window if required by your system.


Installing a CICM LoggerLogger SNMP Feed Properties


Note For information on the SNMP event feed, see the Cisco ICM Software Alarm MIB User Guide.


Installing a CICM CallRouterLogger SNMP Feed Properties


Installing a CICM CallRouter

The CallRouter process contains the call routing logic of the system. The CallRouter runs on each CICM Instance in the Hosted system.

PrerequisitesBefore you begin this task you must be able to answer the following questions:

• Will this be a simplex or Duplex CallRouter install?

• Will you be using the Database Routing feature (Requires Cisco DbLink)

• Will you be using the Application Gateway feature (Requires Cisco Gateway)


• You must know the visible and private network addresses of the CallRouter and, for a duplexed configuration, its duplexed peer.

• The CICM Instance number of the corresponding CICM Logger.

• The ID of the NAM to which this CICM will connect.

You should have already installed the corresponding Logger(s) for this CallRouter, see Installing a CICM Logger, page 46.

Step 1 Run SETUP.EXE from the ICM CD-ROM.

Step 2 Create the Router Instance:




c. Enter the Instance number of the corresponding Instance Logger

Note You must set up the instance on the Logger machine before the CallRouter machine.


e. Click OK.


Step 3 Click Add in the Customer Components section and choose Router.

The Router Properties window appears.



Figure 43 Router Properties Window

Step 4 It is recommended that you set the Auto Start feature after installation is complete (by re-running setup). The server may need to be rebooted a number of times during installation, and problems could occur if the node starts before Service Releases and/or databases are applied.

Step 5 Check the Duplexed Router option if you are configuring redundant CallRouter machines.

Step 6 Check the Database Routing option if you plan to use the ICM’s optional database routing feature to route calls based on data read from an external database. This requires that you purchase the DbLink product. You might use this, for example, to look up the caller’s telephone number (calling line ID) in your corporate database.

Step 7 Check the Application Gateway option if you plan to use the ICM’s optional custom gateway feature to access an external application from within a routing script. This requires that you purchase the Cisco Gateway product.

Step 8 If the machine runs only a single CallRouter instance and no other critical applications, then you should allow the ICM to reboot the machine when necessary to recover from a CallRouter failure. If this is one of Multiple CICM ROuter Instances on the same machine. or if other critical processes run on the machine, check the No System Reboot on Error option. If you choose this option, you may need to manually recover from some failures.

Step 9 In the Side section, if the CallRouter will be duplexed, specify which side you are installing: Side A or Side B. If the CallRouter will be simplexed, choose Side A.




Step 12 Click Next.




Figure 44 Router Component Properties Window

Step 13 In the Customer ID field, enter the instance number.

Step 14 If you are performing the initial installation of the ICM, leave the NIC configuration for later. You will have to rerun setup and select an INCRP NIC for this CICM so that is can communicate with the NAM. However, before you can set up a NIC, you must create the related database records using Configure ICM on an Admin Workstation. For information about setting up a NIC, see Configuring a CICM INCRP NIC, page 60.

Step 15 In the MDS Timed Delivery Queue section (Message Delivery System Timed Delivery Queue), Accept the default values for the timed delivery queue unless told otherwise by your Cisco Support representative.

Step 16 The Disable ICM Time Synchronization box is used to select time synchronization service. The box is checked, by default, since the Windows 2000 operating system uses its own integrated time service.

Step 17 Click Next.




Figure 45 Device Management Properties Window

Step 18 You must enable connections within the CallRouter Device Management Protocol (DMP) for each Peripheral Gateway (PG) with the CallRouter.

Note Check one box for each logical PG that will be connected to this CallRouter instance. In a typical IP Contact Center Hosted-Edition environment, you need to select at least one Peripheral Gateway Device for the CallManager PG, if duplexed, you will need to select two PG Devices for two CallManager PGs.

Step 19 Click Next





Step 20 The CallRouter must have two addresses on the private network: one to be used by high priority traffic and another to be used by normal traffic. If the CallRouter is duplexed, each side must have two addresses. Enter the addresses in the appropriate fields of the dialog box. If the CallRouter is simplexed, enter localhost in the Node B fields.

Step 21 Click Next


Figure 47 Check Setup Information Window









CICM ConfigurationLogger SNMP Feed Properties


CICM Configuration

Once you have installed the CICM Logger and Router you must install an Admin Workstation to be able to configure the CICM Instance.

See AW Setup and Configuration, page 31 to install an Admin Workstation.

CICM INCRP ConfigurationConfiguring a CICM INCRP NIC


CICM INCRP Configuration

Configuring a CICM INCRP NICThe NAM communicates with the CICM by means of an INCRP NIC. You must configure a INCRP NIC for each instance on the CICM.

Step 1 On the CICM machine, within the ICM Admin Workstation group, double-click AW Select.

The Select ICM AW Service window appears.

Figure 48 AW Select Window

Step 2 Select the instance you will be configuring.

Step 3 From the ICM Configuration Manager, open the NIC Explorer tool.

The NIC Explorer window appears.

Step 4 In the Select filter data box, click Retrieve. This enables the Add NIC button.

Step 5 Click Add NIC. A new NIC and its routing client display in the tree window. Next to each is a To Be Inserted icon.

On the right of the tree window, tabbed fields also display for the new NIC’s and routing client configuration information.



Figure 49 INCRP Logical Interface Controller Tab

Step 6 Enter the following in the Logical Interface Controller tab fields:

a. Enterprise Name. A name that will serve as the NIC name. The name can be up to 32 characters. The valid characters are upper-case and lower-case letters, digits, periods (.) and underlines (_). The first character of the name must be a letter or digit.

b. Client Type. (Drop-down list.) The type of routing client serviced by the NIC. Select INCRP.

Note Selecting a type of routing client automatically places that types default values in the Routing Clients Timeout Threshold, Late Threshold, Timeout Limit, Use DN/Label Map, and Client Type fields.

Step 7 Click the Add Physical Interface Controller button.

The Physical Interface Controller dialog box appears.

Figure 50 Physical Interface Controller dialog box

Step 8 In the Create Single Physical Interface Controller section, specify an Enterprise Name, for example CUS1_INCRP_SideA, and, optionally, a Description.

Step 9 Click OK.

The Physical Interface Controller tab appears, displaying the information that you specified and an ID value of UNASSIGNED.



Figure 51 Physical Interface Controller Tab

Step 10 If your system is duplexed, click New in the Physical Interface Controller tab and add a second controller for the other side.

Step 11 In the Left-hand pane, highlight the unamed Routing-Client under the NIC that you created.

The Routing Client tab appears in the right-hand pane.


Step 12 Enter the following on the Routing Client tab fields:

a. Enterprise Name. A name that will serve as the NIC Routing Client name. The name can be up to 32 characters. The valid characters are upper-case and lower-case letters, digits, periods (.) and underlines (_). The first character of the name must be a letter or digit.

b. For Timeout Threshold, change the value to 2000 unless your system design dictates otherwise.

c. For Late Threshold, change the value to 1000 unless your system design dictates otherwise,

d. If you are using NIRP, then the Configuration Parameter field for each record must contain the parameter /CustomerID<RCID> where <RCID> is the Routing Client ID of the matching routing client on the NAM, as defined in the SQL table.

For example, enter /CustomerID 5000 if the routing client’s ID is 5000. You will not know the clients ID until you save record and the ID is created, so return to this step after you have completed this task and saved the information, entering the numeric value of the ID after it has been assigned.

e. Client Type. (Drop-down list.) The type of routing client that ultimately routes the call on the requesting NAM. Select VRU.

CICM INCRP ConfigurationCompleting the INCRP NIC setup


Step 13 Click Save.

Note The newly defined NIC is saved in the database, and a Physical Controller ID is assigned. Make a note of the Physical Controller ID value and enter it into the configuration parameter. You need this value to set up the INCRP NIC on the CallRouter. If the NIC is duplexed, you need both Physical Controller ID values.

Step 14 Click Close to exit the NIC Explorer.

Step 15 You must provide detailed setup information for each NIC. To do this see Completing the INCRP NIC setup, page 63

Completing the INCRP NIC setupTo provide detailed set-up information for the NIC, you need to rerun ICM Setup on each CICM CallRouter for the instance.

Step 1 In the Cisco ICM Setup dialog box, do the following:

a. Select an ICM Instances value.

b. Select Router from the Instance Components list and click Edit.


Step 2 Click Next.

The Router Components Properties dialog box appears.

Figure 53 Router Component Properties

Step 3 Select the INCRP checkboxes and click the Configure button to its right.

The INCRP NIC Properties dialog box appears.

CICM INCRP ConfigurationCompleting the INCRP NIC setup


Figure 54 INCRP NIC Properties

Step 4 Enter the following values:

a. Physical Controller ID. Enter one of the physical controller IDs for the INCRP NIC on the CICM. If the NIC is duplexed, be sure to enter a different physical controller ID on each side.

b. IP Name. Enter the hostname or IP Address of the CICM machine.

c. Handshake Timeout. Enter the milliseconds to wait for a handshake response from the routing client.

d. Client ICM. In this section, enter the following information for each Client ICM that acts as a Service Control Point (SCP) for the INCRP NIC

– Enable. Check the box to enable the Client ICM

– Description. Enter a description of the Client ICM.

– Client ID. Enter the name of the Client ICM machine. If you are setting up the NIC for a NAM system, enter the NAM ID.

– AppGateway ID. Specify the ApplicationGatewayID for the INCRP NIC as configured in the Client ID database.

– Side A address. Enter the high priority visible address of the NAM for the Side A SCP.

– Side B address. Enter the high priority visible address of the NAM for the Side B SCP.

Note You need not set up DMP devices for the INCRP NIC, because it is a process on the CallRouter rather than a separate device.

Step 5 Click OK to complete the setup for this instance.

Step 6 Click Next through the rest of the setup screens (leaving the previously defined values as is).



CICM INCRP ConfigurationConfiguring the Customer Instance on the CICM


Configuring the Customer Instance on the CICM

Step 1 On the CICM AW, start Configuration Manager from the ICM Admin Workstation group. The Configuration Manager window opens.

Step 2 Open the ICM Instance List tool (Enterprise > ICM Instance > ICM Instance Explorer). The ICM Instance List window appears.

Step 3 Click the Retrieve button.

Step 4 Click the Add ICM Instance button.

A new instance is created and tabs to enter details appear on the left.

Figure 55 ICM Instance Tab

Step 5 Specify the following on the ICM Instance tab:

a. Name. The enterprise name for this CICM instance, as used in Setup. For example, Cus1

b. Type. (Drop-down list.) Select Customer ICM.

c. Instance Number. The instance number as defined in Setup.

d. Network ICM Instance. (Drop-down list.) The associated NAM instance.

e. Description. (Optional.) Additional information about the ICM Instance.

Step 6 Click Add Customer Instance (bottom left of screen) with the current instance selected.

Two additional tabs appear below the ICM Instance tab on the right.

CICM INCRP ConfigurationConfiguring the Customer Instance on the CICM


Figure 56 Customer Definition Tab

Step 7 In the name field, enter the same name as the ICM instance name.

Step 8 For a CICM instance, select the Network VRU from the drop down list. For the NAM, leave the Network VRU field as None.

Step 9 Enter an optional description.

Step 10 For a CICM instance, select a feature control set, if you have defined one. For the NAM leave this setting as None.

Step 11 Click Save to save the instance configuration.

Step 12 Repeat this task and add an instance for the NAM on this CICM. Select NAM as the Type, and use an Instance Number of 0. Do not create a customer definition for the NAM.

Call Manager PG ConfigurationInstalling the JTAPI Plugin on the PG


Call Manager PG Configuration

Installing the JTAPI Plugin on the PGContextBefore a CICM CallManager PG can connect to a CallManager, you must install the Cisco JTAPI Plugin on the PG.

Step 1 Open Internet Explorer on the PG.

Step 2 Enter the URL to the CallManager administration page, http://<CALLMANAGER>/ccmadmin/, where <CALLMANAGER> is the host name or IP address of the CallManager.

Step 3 Click Application in the CallManager web administration page and select Install Plug-ins from the drop-down menu.

The CallManager Plugin page appears.

Step 4 Click the icon next to Cisco JTAPI.

A File Download dialog appears.

Step 5 Click Save... to save the file.

Step 6 Select a location to save the file, for example on the desktop.

Step 7 Close the Save Completed dialog box if it appears.

Step 8 Close Internet Explorer.

Step 9 Double-click the CiscoJTAPI file that you just downloaded.

A Cisco JTAPI Welcome screen appears.

Step 10 Click Continue.

The files are extracted and an Install Shield wizard appears.

Step 11 Accept the default folder for the JTAPI Destination and click Next.

Step 12 Accept the default folder for the Client Destination and click Next.

Step 13 Click Finish to complete the setup.

Step 14 Reboot the PG.

JTAPI is now installed on this PG. You must now re-run the ICM setup program to enable the CallManager PIM for this PG. See Configuring a CICM Call Manager PG, page 69to rerun setup and enable the PIM.

Configuring the CICM for a CallManager/SoftACD PG

Step 1 From the CICM AW Configuration Manager, select Explorer Tools > PG Explorer.

The PG Explorer window appears.

Step 2 Click Retrieve, then click Add (bottom left).

Call Manager PG ConfigurationConfiguring the CICM for a CallManager/SoftACD PG


The Logical Controller tab appears in the left-hand pane.

Figure 57 Logical Controller Tab

Step 3 Enter a Name for the PG in the Name field.

Step 4 Select CallManager/SoftACD as the client type from the Client type drop-down menu.

Step 5 Highlight the Peripheral under the PG that you just created (left-hand pane).

Figure 58 PG and Peripheral in PG Setup Tree

The Peripheral and associated tabs appear below the logical controller tab in the right-hand pane.

Figure 59 Peripheral Tab

Step 6 In the Peripheral tab, complete the following:

a. Provide a name for the peripheral in the Name field.

Call Manager PG ConfigurationConfiguring a CICM Call Manager PG


b. Verify the Client Type is CallManager/SoftACD.

c. Check the “Enable Post Routing” checkbox.

Step 7 Select the Routing Client tab.

The Routing Client tab appears.


Step 8 In the Routing Client tab, complete the following:

a. Enter a name for the Routing Client in the Name field. The convention is to use the same name as the peripheral with “_rc” appended to the end of the name. For example, “CUS1CM_RC”

b. Enter the same name as above in the “Network Routing Client” field.

c. Verify that the “Network Transfer Preferred” checkbox is NOT checked.

Step 9 Click Save.

Note After you click save, a Logical Controller ID and Peripheral ID will be assigned to the PG and its associated peripheral(s). Note these numbers for the next task.

Configuring a CICM Call Manager PGPrerequisites

Before you can run setup to install the PG, you must create a Logical_Interface_Controller record, a Physical_Interface_Controller record, and Peripheral records in the ICM database, using the PG Explorer tool in the ICM Configuration Manager. You must create a PG entry in each CICM instance that will connect to the Call Manager.

Step 1 After you have the Logical controller ID and the Peripheral ID for the PG from the PG Explorer in the ICM Configuration Manager, run SETUP.EXE from the ICM CD-ROM on the PG machine.

See Logical Controller Tab, page 68 and Peripheral Tab, page 68 for locations of these IDs.



Step 2 Click Add in the Instance Components section and choose Peripheral Gateway from the ICM Component Selection window.

The Peripheral Gateway Properties window appears.

Figure 61 Peripheral Gateway Properties

Step 3 Choose Production Mode and Auto Start at System Startup unless you are specifically told otherwise by your Cisco Support representative. This ensures that the Peripheral Gateway can restart itself automatically if necessary.

Step 4 Specify whether the PG is part of a duplexed pair.

Step 5 In the ID field, choose the PGs device identifier as enabled in the CallRouter’s DMP configuration dialog box. See Step 18, page 56 for the location of this configuration.

Each logical PG must have a unique device assignment at the CallRouter. (If a PG is duplexed, both physical machines use the same device assignment.) To add another logical PG, you must enable another PG device for the CallRouter.

Note For more information about the CallRouter DMP configuration box, see the ICM Installation Guide.

Step 6 In the Client Type sections, specify CallManager/SoftACD as the client type. Use the Add and Remove buttons to select or de-select PG types.

Step 7 If the PG is duplexed, specify whether you are installing Side A or Side B. If the PG is simplexed, select Side A.

Step 8 Choose the local disk on which you want to install the CallManager PG software.

Step 9 Choose the language.

Step 10 Click Next.

The Peripheral Gateway Component Properties window displays.



Figure 62 Peripheral Gateway Component Properties

Step 11 In the Peripheral Gateway Configuration section of the window, enter the Controller ID from the Logical_Interface_Controller record for the PG. The Controller ID is defined in ICM Configuration Manager when you configure the PG.

Step 12 Click Add in the Peripheral Gateway Component Properties window.

The Add PIM dialog box appears.

Figure 63 Add PIM Dialog Box

Step 13 Select CallManager/SoftACD as the Client Type.

Step 14 Choose the PIM to add from the Available PIMs list. The list contains only PIM numbers that are not already defined for this PG.

Step 15 Click OK.

The CallManager/SoftACD Configuration dialog box appears in which you can enter the properties of the CallManager peripheral.



Figure 64 CallManager/SoftACD Configuration Dialog Box

Step 16 To put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running.

Note You must first install the Cisco JTAPI plugin from CallManager before enabling the PIM. See Installing the JTAPI Plugin on the PG, page 67 before checking the enabled box. You can rerun setup to get back to this screen (clicking Edit instead of Add for this PIM) to enable this PIM at a later time.)

Step 17 Enter the peripheral name in the Peripheral name field. In most cases, you'll want to use the enterprise name from the associated Peripheral record.

Step 18 Enter the Peripheral ID from the Peripheral record.

Step 19 Enter the number of digits in the agent extension.

Step 20 In the Telephony Server Protocol section, select CallManager as the type of application that you want to configure.

Step 21 Complete the CallManager parameters section, as follows:

a. Service. Enter the host name or the IP address of the primary CTI Manager in the CallManager cluster to which the PG connects. For PG B, enter the host name or IP address of a backup CTI Manager in a CallManager cluster.

b. User ID. Enter the User ID for the PG. This is the same User ID entered for the PG on the Cisco CallManager Administrator web page when you added the PG as a new user.

c. User Password. Enter the User Password for the PG. This is the same User Password entered for the PG on the Cisco CallManager Administrator web page.

d. Click OK to save the PIM configuration.

Step 22 Click Next.




Figure 65 Device Management Protocol Properties window

Step 23 If you prefer that the PG communicate with one side or the other of the Central Controller (for example, if the PG is collocated with one side), indicate the preferred side. Whether you specify a preferred side or not, if the PG cannot communicate with one side, it will automatically switch to the other.

Step 24 Indicate whether the PG is local to or remote from each side of the Central Controller. If the PG is remote from either side, specify the maximum amount of bandwidth (in bits per second) the PG can use for communication with the CallRouter. Use this option to prevent the PG from overloading the wide-area network.

Step 25 Indicate how often the PG should send heartbeats to the Central Controller. Specify the number of 100 millisecond intervals between heartbeats. For example, the default value of 4 means a heartbeat is sent every 400 milliseconds. The CallRouter considers the PG to be off-line if it misses five consecutive heartbeats. (By default, this occurs in two seconds.)

Step 26 To configure the PG QoS settings, click Advanced.

The PG QoS DMP Properties Advanced Options window displays.



Figure 66 PG QoS DMP Properties Advanced Options window

Step 27 Set the DSCP (DiffServ Codepoint) marking for each priority of the ICM traffic going to the CallRouter. The defaults are acceptable if your network is Cisco AVVID compliant (Architecture for Voice, Video and Integrated Data). Otherwise, you need to consult your network administrator or Cisco representative for the proper values for these fields.

Step 28 Uncheck the Bypass QoS packet scheduler box if you plan to use the Microsoft Packet Scheduler utility. This changes the appearance of the PG QoS DMP Properties Advanced Options window. The edit boxes for Medium Priority are grayed out and the Medium Priority always has the same settings as the High Priority. This is because Microsoft Packet Scheduler supports at most two classification levels (except best effort).

Step 29 In addition to DSCP marking, the Class-of-Service (802.1p) marking is supported. The default values are set in compliance with Cisco AVVID recommendations. Consult your network administrator or Cisco representative for changes.

Note Microsoft Packet Scheduler must be installed separately from the ICM setup if you uncheck the Bypass Packet Scheduler box. For more information about QoS for the ICM software, refer to the Cisco ICM Software Network and Site Requirements Pre-Installation Planning Guide.

Step 30 Click OK to return to the Device Management Protocol Properties window.

Step 31 Click Next.

The Peripheral Gateway Network Configuration window displays.



Figure 67 Peripheral Gateway Network Configuration window

Step 32 Enter the TCP/IP addresses or host name of the PG and, if it is duplexed, its pair. If the PG is simplexed, enter localhost for the B side addresses. Also enter the visible network addresses for the CallRouter machines

Step 33 Click Next.

The Check Setup Information window displays.

Step 34 Ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click Next to begin copying files.


Starting and Verifying Call Manager PG PIM Services are Active

Step 1 On the PG associated with the Call Manager:

a. Open ICM Service Control.

b. Select the PG service associated with the Call Manager.

c. Click Start to start the service.

Step 2 Open the CallManager PG PIM services window.

Step 3 Verify that the jtapigw process is Active:

a. Look on the taskbar for a window with the name of the PG followed by "jtapigw". Open that window.

b. The title bar of the window will say "[ACTIVE]" if the PIM is working correctly.

The CallManager PG PIM Service is Active.






CallManager Configuration

The Cisco CallManager Administration Guide provides detailed information for all of the topics in tasks explained in this section.

CallManager ConfigurationPrerequisites

The following tasks assume that the initial installation of the Call Manager has been completed.

Follow the installation instructions in the document “Installing Cisco CallManager” to install your CallManager.

Step 1 Stop the PG Services associated with the Call Manager

Step 2 Install the JTAPI Plugin on the PG

Step 3 Enable Call Manager PIMs

Step 4 Verify Call Manager PG PIM services are active.

Stopping Call Manager Associated PG Services

Step 1 On the PG associated with the Call Manager:

a. Open ICM Service Control for the CICM.


c. Click Stop to stop the service.

Step 2 On the CTI Server associated with the Call Manager:

a. Open ICM Service Control.


c. Click Stop to stop the service.

http://www/application/pdf/en/us/guest/products/ps556/c1696/ccmigration_09186a0080181a0e.pdf

CallManager ConfigurationCallManager Configuration


Configuring Agent Phones in CallManagerBefore you can configure phones in CallManager, each IP phone that you use with IP Contact Center requires an IP address. IP addresses can be assigned either dynamically or manually (statically). Configuring an IP address may also involved assigning a default gateway, assigning a subnet mask, and assigning a Domain Name. Refer to the user documentation for your phone for information on IP address configuration requirements.

In CallManager, you must configure one directory number (extension) for each agent. Multiple extensions for an agent are not currently supported. After you register a phone with the CallManager, you need to configure each phone that will be associated with the CallManager PG CallManager user.

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

Step 2 On the Find and List Phone page, enter the search criteria to list the registered phones. When the list displays, double-click the phone icon in the Device Name column to display the Phone Configuration screen. Check that the Device Information is correct.

Step 3 Click on the Line 1 to configure the Directory Number for the device.

Step 4 You must disable call waiting on all agent phones. This is done to ensure that forward on busy option is available. You can do this most easily by setting the CallManager system default for Call Waiting Enable to “off.” If this is not practical, due, for example, other agents that are configured on the CallManager that require call waiting, then you can set individual agent phones to disable call waiting by selecting the line from the phone configuration page for each phone.

Step 5 When you are finished with phone configuration, click Update.

Create CICM CallManager PG User (CallManager JTAPI User)You must create a User on the CallManager for each CICM CallManager PG

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

The User Information page appears.

Step 2 In the UserID field, enter the User ID, and in the User Password field, enter the password. For the CallManager peripheral gateway (PG) user, these must be the same as the JTAPI user in ICM Setup.

Step 3 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.

Step 4 Select the Enable CTI Application Use check box.

Step 5 Click Insert. The screen changes.

Step 6 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.

Step 7 Select all of the devices that you want this user to control. The CallManager PG User controls the IP phones.

Step 8 Select the No Primary Extension radio button.

Step 9 Click Update.

CallManager ConfigurationCallManager Configuration


CallManager Multi-tenancy ConfigurationCall Manager clusters in IP Contact Center Hosted-Edition can be shared across multiple subscribers. However, special configuration must take place to ensure that calls can not be inadvertently transferred between subscriber instances. Single multiple customer instances may exist on a single CallManager cluster, you need to configure CallManager for multi-tenancy.

Multi-tenancy in CallManager is achieved by using Route Plan Partitions and Calling Search Spaces to restrict direct calls between customer instances.

The following sections describe Partitions and Calling Search Spaces, and how they can be used in multi-tenant situations.

Partitions and Calling Search Spaces

A partition comprises a logical grouping of directory numbers (DNs) and route patterns with similar reachability characteristics. Devices that are typically placed in partitions include DNs and route patterns. These entities associate with DNs that users dial. For simplicity, partition names usually reflect their characteristics, such as “NYLongDistancePT,” “NY911PT,” and so on.

A calling search space comprises an ordered list of partitions that users can look at before users are allowed to place a call. Calling search spaces determine the partitions that calling devices, including IP phones, soft phones, and gateways can search when attempting to complete a call.

When a calling search space is assigned to a device, the list of partitions in the calling search space comprises only the partitions that the device is allowed to reach. All other DNs that are in partitions not in the device calling search space receive a busy signal.

Partitions and calling search spaces address three specific problems:

• Routing by geographical location

• Routing by tenant

• Routing by class of user

Partitions and calling search spaces provide a way to segregate the global dialable address space. The global dialable address space comprises the complete set of dialing patterns to which the Cisco CallManager can respond.

Partitions do not significantly impact the performance of digit analysis, but every partition that is specified in a calling device search space does require that an additional analysis pass through the analysis data structures. The digit analysis process looks through every partition in a calling search space for the best match. The order of the partitions that are listed in the calling search space serves only to break ties when equally good matches occur in two different partitions. If no partition is specified for a pattern, the pattern goes in the null partition to resolve dialed digits. Digit analysis always looks through the null partition last.

In a typical IP Contact Center Hosted-Edition system you will create partitions for your different dialing options, for example: US_National, US_Internation, and US_Emergency, as well as creating a partition for each customer instance, for example: Customer_1, Customer_2, and Customer_3. Once you have created the partitions, you can then create Calling Search Spaces to limit the dialabiliy for each customer. The following table represents a basic Calling Search Space configuration in IP Contact Center Hosted-Edition:

CallManager ConfigurationMulti-tenancy Configuration


Individual phones are associated with a calling search space. A Manager’s phone might be connected to the Customer1_Manager_CSS Calling search space. This allows the user of that phone to make national, international, emergency, and calls to other phones in the search space, but it does not allow for calls to be places directly to phones in the Customer2_Partition Route Plan Partition.

When setting up your CallManager keep in mind the need to create customer-instance specific partitions and Calling Search Spaces that limit interaction between customer instances.

For more details on Multi-tenancy configuration see the Cisco CallManager System Guide

Multi-tenancy ConfigurationTo enable multi-tenancy you must create separate partitions for each customer instance in addition to the normal partitions required for a Call Manager system.

Adding a PartitionFor more information on this topic see the Cisco CallManager Administration Guide

Step 1 Open the CallManager Administration page in Internet explorer. The URL will follow the form: HTTP://<SERVER NAME>/CCMAdmin/Main.asp

Step 2 In the menu bar, choose Route Plan > Partition.

Step 3 Click Add a New Partition.

The Add Partition screen appears.

CallingSearch Space Dialable Partitions (highest priority first)

Customer1_basic_CSS customer1_partition, US_Emergency, US_National, US_Emergency

Customer1_manager_CSS customer1_parition, US_Emergency, US_National, US_International

Customer2_basic_CSS customer2_partition, US_Emergency, US_National, US_Emergency

Customer2_manager_CSS customer2_parition, US_Emergency, US_National, US_International

Gateway_CSS customer2_partition, customer2_partition

http://www/application/pdf/en/us/guest/products/ps556/c1696/ccmigration_09186a0080181a0e.pdf#page=139

http://www/application/pdf/en/us/guest/products/ps556/c1696/ccmigration_09186a00801821b6.pdf#page=145



Figure 68 Call Manager Add Partition Screen

Step 4 (Enter a name in the partition name and description box. Ensure each partition name is unique to the route plan. Partition names can contain alphanumeric characters, as well as spaces, hyphens (-), and underscore characters (_).

Note Note The length of the partition names limits the maximum number of partitions that can be added to a calling search space. Follow the partition name by a comma (,); then, enter a description on the same line as the Partition Name. If you do not enter a description, Cisco CallManager automatically enters the partition name in this field. Use a new line for each partition and description.

Step 5 Click Insert to add the new partition(s).

Note You can configure multiple partitions. To enter multiple partitions, use one line for each partition entry. You can enter up to 75 partitions; the names and descriptions can have a total of up to 1475 characters. Use a comma (,) to separate the partition name and description on each line. If you do not enter a description, Cisco CallManager uses the name as the description.

Adding a Calling Search SpaceFor more information on this topic see the Cisco CallManager Administration Guide

http://www/application/pdf/en/us/guest/products/ps556/c1696/ccmigration_09186a0080181a0e.pdf#page=149



Step 1 Open the CallManager Administration page in Internet explorer. The URL will follow the form: HTTP://<SERVER NAME>/CCMAdmin/Main.asp

Step 2 In the menu bar, choose Route Plan > Calling Search Space.

Step 3 Click Add a New Calling Search Space.

The Add Calling Search Space screen appears.

Figure 69 CallManager Add Calling Search Space Screen

a. Calling Search Space Name — Enter a name in the Calling Search Space Name field. The name can comprise up to 50 alphanumeric characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_). Ensure each calling search space name is unique to the plan.

Note Use concise and descriptive names for your calling search spaces. The CompanynameLocationCalltype format usually provides a sufficient level of detail and is short enough to enable you to quickly and easily identify a calling search space. For example, CiscoDallasMetroCS identifies a calling search space for toll-free, inter-local access and transport area (LATA) calls from the Cisco office in Dallas.



b. Description — Enter a description in the Description field. The description can comprise up to 50 alphanumeric characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_).

c. Selected Partitions — Select the partitions to add to this calling search space from the list of available partitions. You can limit the list of partitions by using the following field:

The Find partitions containing — Enter the character(s) that are found in the partition name that you are seeking and click the Find button. Partition names that match the character(s) that you entered display in the Available Partitions box.

To add multiple partitions that are not contiguous, hold down the Control (Ctrl) key while clicking on multiple partitions. Click the arrow button between the two list boxes to add the chosen partitions.

Step 4 To add the new calling search space, click Insert.

The message “Status: Insert completed” displays.

Step 5 To add more calling search spaces, click Add a New Calling Search Space and repeat this procedure.






CTI Installation

This section describes the setup procedure for CTI Server. The CTI Server is a component of the ICM software. It provides an interface between the CallManager PG and agent desktop. You can install the CTI Server on the same machine as the CallManager PG software or on a separate machine.

More detailed information about CTI can be found in the following documents:

• Cisco ICM Software Release 5.1 CTI OS System Manager's Guide

• Cisco ICM Software Release 5.1 IP Contact Center Supervisor Desktop User Guide

• Cisco ICM Software Release 5.1 CTI OS Agent Desktop User Guide

• Cisco ICM Software Release 5.0 IP Contact Center Installation and Configuration Guide

Installing CTI Server

Step 1 To install the CTI Server software, run SETUP.EXE from the ICM CD-ROM on the CTI server machine (typically the same machine on which the PG is installed). Add the customer if you have not already done so.

Step 2 Click Add in the Instance Components section and choose CTI Server. The CTI Server Properties window appears. Do the following:

a. Choose Production Mode and Auto Start at System Startup unless you are specifically told otherwise by your Cisco Support representative. This ensures that the CTI Server can restart itself automatically if necessary.

b. Check the Duplexed CTI Server option if you are configuring redundant CTI Server machines.

c. If the CTI Server will be duplexed, specify which side you are installing: Side A or Side B. If the CTI Server will be simplexed, choose Side A.

d. Choose the local disk on which you want to install the software.

e. Choose the language.

Step 3 Click Next. Setup loads the installation settings and displays the CTI Component Properties window.

Setup automatically generates a client connection port number. You can use this value or use another port number. Clients use this port number to connect to the CTI Server.

http://www/application/pdf/en/us/guest/products/ps14/c1097/ccmigration_09186a00801b3325.pdf



http://www/application/pdf/en/us/guest/products/ps1844/c1676/ccmigration_09186a00801471a1.pdf#page=65

CTI InstallationInstalling CTI OS


Note If you have multiple nodes running on a single machine, each must use a different port number.

Step 4 Optionally, you can require that an agent be logged in to the client before the client receives events from the CTI Server. This prevents clients from accessing data for other agents.

Step 5 Click Next. The CTI Server Network Interface Properties window displays.

Step 6 Enter the private network addresses for the PG associated with the CTI Server. Enter the private network and visible network addresses of the CTI Server.

Step 7 Click Next. The Check Setup Information window displays. Ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click Next to begin copying files.


Installing CTI OSThis section lists some guidelines to consider when you install CTI OS Server and provides procedures for installing CTI OS Server.

CTI OS Server Installation GuidelinesFollowing are some guidelines to consider when you install CTI OS Server.

• CTI OS is typically installed in a duplex configuration. Two CTI OS servers installed on separate systems work in parallel to provide redundancy. Installing only one CTI OS server would prevent failover recovery by client systems.

• CTI OS should be installed on the same subnet on which the PGs are installed.

• The minimum recommended configuration for a CTI OS system includes dual 1200 MHZ Pentium III processors, 1GB RAM, and a 20 GB hard disk. The CTI OS server must run on Windows 2000 SP3 or higher.

Note When you install CTI OS on the same machine as CTI Server (i.e. CTI Server_1), it will support up to 500 agents. You can add support of an additional 500 agents by installing CTI OS on a separate machine and connecting to the CTI Server on CTI Server_1. Note that the PIM has a limit of 1000 agents.

Installing CTI OS Server

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

Step 2 Click Yes on the Software License Agreement screen.

Step 3 A CTI OS Customer Information screen appears if your system does not have an ICM Peripheral Gateway (PG) defined. Enter an ICM Customer Instance name and click Next. (Setup requires an instance name in order to start the Node server.)

Step 4 On the Destination Location screen, accept the default installation directory or click Browse to specify another directory.



Step 5 Click Next. The CTI Server Information screen appears. Enter the Name or IP Address and the Port Number for your CTI systems.

Step 6 Click Next. The Peripheral Identifier screen appears. Specify the following information:

a. A Logical Name for your peripheral. This can be any valid logical name that uniquely identifies your peripheral.

b. The Peripheral ID associated with the switch your telephone is connected to

c. The Peripheral Type of the switch your telephone is connected to. Select the IP Contact Center peripheral type.

Step 7 Click Next. The ODBC Connection screen appears. Leave blank.

Step 8 Click Next. The Peer CTI OS Server screen appears. If you are using more than one CTI OS Server, click the Duplex CTI OS Install box. Enter the following information:

a. The server name or IP address of your other CTI OS server

b. The port number on which your other CTI OS server receives client connections

Step 9 Click Install to begin installation. When installation is done, the Setup Complete screen appears.

Step 10 Check the Launch Release Notes box if you want to read the release notes.

Step 11 Click Finish.






Example Deployment

This section contains an example deployment for configuring for IP Contact Center - Hosted Edition with ISN Comprehensive.

IP Contact Center Hosted-Edition with ISN Comprehensive Deployment

The following tasks outline an example deployment of IP Contact Center Hosted-Edition with Comprehensive ISN. These tasks detail configuration after the installations of the NAM and CICM Loggers, Call Routers, Admin Workstations, and PGs.

Table 1 ISN Comprehensive

Component Description See...

NAM Configure Network VRU for Switch Leg

Configuring the NAM Network VRU for the ISN Switch Leg (Type 5), page 91

Define Network VRU for the VRU Leg

Configuring the NAM for the ISN VRU Leg (Type 7), page 92

Define System Information and Default Network VRU

Define System Information and Default Network VRU on the NAM, page 93

NAM ISN PG Configure PG for Switch Leg

Configuring the NAM for an ISN PG, page 22

Configure ISN PG for the Client Leg

NAM and each CICM Instance

Define ECC Variables ISN ECC Variables, page 94

Each CICM Instance Configure Network VRU for Switch Leg

Configuring the CICM for the ISN Switch Leg (Type 5), page 97

Configure INCRP NIC for Switch Leg

Configuring a CICM INCRP NIC Step 12, page 62

Example DeploymentIP Contact Center Hosted-Edition with ISN Comprehensive Deployment


Warning Labels assigned to device targets for an ISN routing client within a particular partition should be checked to ensure that the labels are ONLY defined on that customer's partition. Transfers between customer instances are possible if the same labels are assigned on multiple customer partitions.

Define Network VRU for the VRU Leg

Configuring the CICM for the ISN VRU Leg (Type 7), page 98

Define Default Network VRU

Define Default Network VRU on the CICM, page 99

Component Description See...

Configuring the NAM Network VRU for the ISN Switch Leg (Type 5)IP Contact Center Hosted-Edition with ISN Comprehensive Deployment


Configuring the NAM Network VRU for the ISN Switch Leg (Type 5)

Step 1 On the NAM AW, open Configuration Manager > Tools > Explorer Tools > Network VRU Explorer tool.


Step 3 Click Add Network VRU.

The Network VRU Tab appears.

Figure 70 Network VRU Tab

Step 4 Provide a name, for example isnSwitch.

Step 5 Select Type 5.

Step 6 Highlight the Network VRU that you just created.

Step 7 You must create a label for each ISN Application Server that is handling the switch leg:

Step 8 Click Add Label.

The Label tab appears.

Figure 71 Label Tab

Step 9 Select the Routing Client.

The Routing Client was created during the PG configuration. See NAM ISN PG Configuration and Installation, page 22 for more information on the routing client.

Step 10 Provide a number for the label. For example, 8888.

Step 11 Select Normal for the Label Type.

Step 12 Click Save.

Configuring the NAM for the ISN VRU Leg (Type 7)IP Contact Center Hosted-Edition with ISN Comprehensive Deployment


Configuring the NAM for the ISN VRU Leg (Type 7)

Step 1 On the NAM AW, open Configuration Manager > Tools > Explorer Tools > Network VRU Explorer tool.


Step 3 Click Add.

The Network VRU Tab appears.

Figure 72 Network VRU Tab

Step 4 Specify a Client type of Type 7.

Step 5 Provide a Name.



The Label Tab appears.

Figure 73 Label Tab

Step 8 In the label field, enter the network routing number.

Note Make sure the Network VRU label is identical in both the NAM and CICM. It is recommended that the Network VRU name be identical as well to avoid confusion.

Step 9 Select Normal for the type.


The Routing Client was created during the PG configuration. See NAM ISN PG Configuration and Installation, page 22 for more information on the routing client.

Configuring the NAM for the ISN VRU Leg (Type 7)Define System Information and Default Network VRU on the NAM


Step 11 Click Save.

Define System Information and Default Network VRU on the NAM

Step 1 On the NAM AW, open Configuration Manager > Tools > Miscellaneous Tools > System Information.

The System Information window appears.

Figure 74 NAM System Information Window

Step 2 Define the Minimum Correlation Number by setting it to the starting number for the Correlation ID, for example 10000.

Step 3 Define the Maximum Correlation Number by setting it to the ending number for the Correlation ID, for example 99999.

Step 4 Define a default VRU by selecting one from the Default Network VRU drop-down menu. This should be the Type 5 VRU.

Step 5 Check the box for Enable expanded call content

Step 6 Click Save.

Configure ECC VariablesISN ECC Variables


Configure ECC Variables

You need to set up ECC variables that the ISN uses to exchange information with the NAM/ICM.

Step 1 Within Configuration Manager on a NAM or CICM AW, select Tools > Miscellaneous Tools > System Information and select the Enable expanded call context checkbox.

Step 2 Within Configuration Manager, select Tools > List Tools > Expanded Call Variable List.

Step 3 In the Expanded Call Variable List window, enable the Add button by clicking Retrieve.

Step 4 Click Add. The Attributes property tab is enabled.

Step 5 Create each of the variables in the table below (ISN ECC Variables), clicking Save after defining each variable.

Note It is important that you enter the ECCs Name values listed in Table C-17 exactly as specified. If you do not, the NAM/ICM software will not be able to successfully communicate with the micro-applications on the Application Server. Length values are a bit more flexible. Unless the values listed in the table below are specifically noted as “required,” the value in the Length column is the maximum the NAM/ICM can handle for that ECC; you can specify a value between 1 and the maximum length.

ISN ECC Variables

Note ECC Variables must exactly match on both the NAM and the CICMs.

Table 2 ECC Variables

Name Length Definition

user.media.id Required value: 36

A number identifying a call to the Application Server and, optionally, the Voice Browser:

• For a call arriving from the network, consists of an H.323 Conference ID.

• For a call arriving from a non-Voice Browser client, consists of a random number.

user.microapp.currency Required value: 6

Currency Type

user.microapp.error_code Required value: 2

Return status error code to be returned from the ISN to the NAM/CICM upon a false return code in the Run Script Result.

user.microapp.locale Required value: 5

Locale, a combination of language and country which define the grammar and prompt set to use.



user.microapp.media_server 40 Root of the URL for all media files and external grammar files used in the script.

user.microapp.sys_media_lib 10 Directory for all system media files, such as individual digits, months, default error messages, etc.

user.microapp.app_media_lib 10 Directory for all application-specific media files and grammar files.

The system and application media libraries need message and prompt files created/recorded for each locale that will be referenced. For more information, turn to ISN Configuration and Administration, Chapter 3, “Prompt Recording and Distribution.”

user.microapp.grammar_choices Configured on the ICM. Maximum length: 210 characters.

Specifies the ASR choices that a caller can input for the Get Speech micro-application. Each option in the list of choices is delimited by a forward slash (/).

If text is placed in this variable that is longer than the variable is configured to handle, only the first 210 characters are sent.

user.microapp.inline_tts Configured on the ICM. Maximum length: 210 characters.

Specifies the text for inline Text To Speech (TTS).

If text is placed in this variable that is longer than the variable is configured to handle, only the first 210 characters are sent.

user.microapp.input_type Required value: 1

Specifies the type of input that is allowed. Valid contents are:

• D - DTMF

• B - (Both, the default) DTMF and Voice

user.microapp.caller_input Configured on the ICM. Maximum length: 210 characters.

Storage area for any ASR input that is collected from Get Speech.

Get Speech text results will be written to this ECC variable. Results from Get Digits or Menu micro-applications will be written to the CED.

user.microapp.pd_tts Required value: 1

Specifies whether ISN’s Text To Speech (TTS) or media files should be played to the caller. Valid contents are:

• Y - Yes, use TTS capabilities

• N - No, do not use TTS capabilities; play media files instead.

Used only with Play Data micro-application.

user.num.steps.executed * Required value: 10

Used by system to track script progress.

user.session.handled * Required value: 5

Used by system to pass information.



user.task.id * Required value: 19


user.connect.script.config * Required value: 40


user.connect.script.name * Required value: 39


user.connection.type * Required value: 17


user.last.redirected.address * Required value: 40


* These ECC variables are required for Application Server internal processing. Set them and forget them.

Configuring the CICM for the ISN Switch Leg (Type 5)ISN ECC Variables


Configuring the CICM for the ISN Switch Leg (Type 5)

Step 1 On the CICM AW, from within the ICM Admin Workstation group, double-click AW Select. The Select ICM AW Service window appears. Select the instance you will be configuring.

Step 2 From the ICM Configuration Manager, open Tools > Explorer Tools > NIC Explorer tool.

The NIC Explorer window appears.

Step 3 Select the INCRP NIC.

The Routing Client Appears under the INCRP NIC.


The Routing Client Tab appears.

Step 5 From the Routing Client Tab, select a Client Type of VRU.

Step 6 Click Save.

Configuring the CICM for the ISN VRU Leg (Type 7)ISN ECC Variables


Configuring the CICM for the ISN VRU Leg (Type 7)

Step 1 On the CICM AW, open Configuration Manager > Tools > Explorer Tools > Network VRU Explorer tool.


Step 3 Click Add.

Step 4 Specify a Client type of Type 7.

Step 5 Provide a Name.



Step 8 In the Label tab:

a. In the label field, enter the network routing number.

Note Make sure the Network VRU label is identical in both the NAM and CICM. It is recommended that the Network VRU name be identical as well to avoid confusion.

b. Select Normal for the type.

c. In the Routing-client field, select the INCRP routing client from the drop-down list.

Step 9 Click Save.

Define Default Network VRU on the CICMISN ECC Variables


Define Default Network VRU on the CICM

If all dialed numbers will use the same VRUs, it is easiest to use a default Network VRU, rather than to configure multiple Network VRUs.

Step 1 On the CICM AW, open Configuration Manager > Tools > Miscellaneous Tools > System Information.

Step 2 Define a default VRU by selecting one from the Default Network VRU drop-down menu.

Step 3 Click Save.

Define Default Network VRU on the CICMISN ECC Variables





Skill Group Rollout

This section details the steps required to create a typical call flow for a new skill group.

For more information see the Cisco ICM Software Release 5.0 IP Contact Center Administrator Guide

Routing Overview:

• Associate Device with PG User - See Create CICM CallManager PG User (CallManager JTAPI User), page 78

• Configure Device Targets

• Map Labels

• Add a new Call Type

• Create a new Dialed Number

• Configure Skill Groups

• Assign Agents to Skill Groups

• Create a Service

• Configure Agent Desk Settings

• Configure Agents

• Assign an Agent as a Supervisor

• Create CICM VRU Scripts

Configure Device TargetsContextIP Contact Center systems require that a device target be configured for each IP telephone that may be used by an agent. ICM software uses the device target to locate the Label that will route a call to an IP Contact Center agent.

An agent is dynamically associated to a device target at the time the agent logs into a peripheral. The agent log-in request will specify the device target, or targets, to be associated with the agent.

The association between the agent and the device target lasts until the agent logs out of the peripheral.


Skill Group RolloutMapping Labels


A device target must be configured for each independently addressable telephony device.

Use the Device Target Explorer tool in the ICM Configuration Manager to configure the device target.

Each device target must have one or more labels associated with it, although only one label may exist per routing client.

Step 1 Select Tools > Explorer Tools > Device Target Explorer. The Device Target Explorer window displays.

Step 2 Click Retrieve and then click Add Device Target. The Device Target tab displays.

Step 3 Enter values for the following fields:

a. Name. Enter an enterprise name for the target. This name must be unique among all device targets in the enterprise.

b. Global Address. Enter the global address for the device. Must be set to a value that is unique from all other device targets in the enterprise. It is suggested that you use the same value that you entered in the Enterprise Name field.

c. Config Parameters. Use this field to enter any specific configuration parameters that may be required:

– /devtype (CiscoPhone)

– /dn (full phone number) /ext (extension)

Note Using the extension (ext) may be optional, depending on your environment. In most cases, using the dialed number (dn) is sufficient. The dn must start with a number 1 through 9 (0 is not allowed), and the extension length must match the length that you indicated in the CallManager PG setup.

d. Description. Enter a description of the device. This is an optional field used to provide additional information about the device.

Step 4 When you are done entering the Device Target information, click the Save button.

Mapping LabelsContextA 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.

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

The ICM Label List dialog box appears:

Skill Group RolloutCreating a Call Type


Figure 75 ICM Label List Dialog

Step 2 Select the Routing Client; then click Retrieve and Add.

Step 3 On the Attributes tab In the Label field, enter a label for the device, this is usually a 4-digit number. This is the value returned to the CallManager. It tells CallManager to send the call to the agent logged on to that phone.

Step 4 From the Target type drop-down list, select Device Target. The target should be the associated phone device target.

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

Step 6 Click Save and then click Close.

Note Repeat this procedure to add any additional labels.

You must also create a label for the INCRP to allow for transfers and conferences.

Creating a Call TypeYou must create at least one call type.

Step 1 From the Configuration Manager on a CICM AW, select Tools > List Tools > Call Type List.

The ICM Call Type List dialog box appears.

Step 2 Click Add.

The Attributes tab appears

Skill Group RolloutCreating a Dialed Number


Figure 76 Call Type Attributes

Step 3 Provide a name for the call type, for example Incoming_Calls.

Step 4 Select the Customer from the drop-down menu. The customer should correspond to the Customer Definition for this CICM Instance.

Step 5 Leave the Service level fields at their default values.

Step 6 Provide an Optional Description.

Step 7 Click Save to save the Call Type.

Creating a Dialed NumberThis task describes the steps required to create a dialed number. The Dialed Number (DN) is the telephone number the customer calls to contact an agent.

Step 1 From the Configuration Manager on a CICM AW, select Tools > List Tools > Dialed Number/Script Selector List.

The ICM Dialed Number List dialog box appears.


Step 3 Click Add.

Step 4 From the Routing Client drop-down list, Select The INCRP Routing Client.

Step 5 Click Add.

The Attributes, Dialed Number Mapping, and Dialed Number Label tabs appear.

Skill Group RolloutCreating a Dialed Number


Figure 77 Dialed Number Attributes Tab

Step 6 Enter the following information in the Attributes tab fields:

• Routing Client—This filed is non-editable and should indicate the routing client you specified when you clicked Retrieve. If it is editable then select the correct routing client.

• Media Routing Domain—Select an MRD. Your choices depend on your routing client, but should default to Cisco_Voice in a IP Contact Center Hosted-Edition environment if you have correctly configured INCRP.

• Dialed Number String/Script selector— Enter the Dialed Number. depending on your configuration this may be a complete telephone number or another number passed to this CICM by the PG.

• Name—The enterprise name for the dialed number, which fills in automatically.

• Customer—Use the drop-down list to select an ICM customer (instance name). Select the Customer that corresponds to this CICM Instance.

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

• Description—Enter a description for the dialed number.

Step 7 Click the Dialed Number Mapping tab.

The Dialed Number Mapping Tab appears.

Step 8 Click Add.

The Call Type Mapping Entry Dialog Box appears.

Skill Group RolloutConfiguring Skill Groups


Figure 78 CICM Dialed Number Mapping Tab and Mapping Entry Dialog Box

Step 9 Leave the Calling Line ID and Caller Entered Digits field at their default setting of All.

Step 10 Select the Call Type from the drop-down menu.


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

Configuring Skill GroupsContextYou configure skill groups in ICM software using the ICM Configuration Manager Skill Group Explorer tool. In addition to configuring skill groups, you can also use this tool to configure routes, peripheral targets (DNIS) and labels.

Cisco recommends that you configure only base skill groups for IP Contact Center. Sub-skill groups, while supported, are not recommended.

Step 1 Select the Skill Group Explorer tool from the ICM Configuration Manager menu.

Step 2 In the Select filter data section, select the peripheral from the drop-down list. Click Retrieve and then click Add Skill group to add a new skill group for the selected peripheral.

Step 3 Click the Skill Group tab and enter values for the following:

a. 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 does not need to be unique across peripherals.

Skill Group RolloutCreating a Service


b. Peripheral Name. Enter the local name for the skill group. This value must be unique among all skill groups for the peripheral, but does not need to be unique across peripherals.

c. Name. The ICM 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’s enterprise name and the skill group’s peripheral name.

d. Available Holdoff Delay. For the IP Contact Center peripheral type, set this field to 0.

e. Priority. This is a read-only field and defaults to 0.

f. Extension. Leave blank for the IP Contact Center peripheral type.

g. ConfigParam. Leave blank for the IP Contact Center peripheral type.

h. Description. Enter any additional information about the skill group.

Step 4 Click Save to save the skill group.

Assign Agents to Skill GroupsAfter entering the skill group information, you can assign agents to the skill group.

Use the Skill Group Explorer tool to enter the assignments of agents to skill groups. Each agent can belong to one or more skill groups. An agent must be assigned to at least one skill group.

Step 1 To add an agent to a skill group, click the Skill Group Members tab. Click Add to display the Add Skill Group Member window.

Step 2 Select the skill group or groups to which you want to add the agent and click OK.

Step 3 To remove an agent from a skill group, from the Skill Group tab, select the agent and click the Remove button. Click the Save button to update skill group records in the ICM database.

Creating a ServiceA 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.

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

The ICM Service Explorer dialog box appears.


Step 3 From the Peripheral drop-down list, select the enterprise name of the peripheral associated with the service.

Step 4 Click Add Service. The Service tab appears. Note that the Media routing domain field reads “Cisco_Voice.”

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

• Peripheral number—The Service number as known by the peripheral. This field, together with Peripheral, form an alternate unique key.

Skill Group RolloutConfigure Agent Desk Settings


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

• Name—filled in automatically.

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

• Description—Enter any additional information about the service.

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

• Service level threshold—Default


Configure Agent Desk SettingsUse the Agent Desk Settings List tool in the ICM Configuration Manager to configure agent desktop settings.

Step 1 Select Tools > List Tools > Agent Desk Settings List. The Agent Desk Settings List window displays.

Step 2 Click Retrieve and then click Add to configure the agent desk settings. Enter the following:

a. Name. Enter a name for the agent desk settings that is unique within the enterprise.

b. Ring No Answer Time. Enter the number of seconds (between 1 and 120) that a call may ring at the agent’s station. If the call is not answered in the allotted time, the agent is placed in a “Not Ready” state, and an ICM Routing Script is called to re-route the call. For example, 2 rings equal about 8 seconds.

Note If you configure the Ring No Answer timer in the ICM Agent Desk Settings, it is not necessary to configure the Call Manager Call Forward No Answer fields for the agent extensions in the Call Manager configuration. If you would like to configure them for cases when an agent is not logged in, the Call Manager system service parameter for Call Manager Call Forward No Answer timer should be set at least 3 seconds higher than the ICM Ring No Answer timer on each of the Call Manager nodes.

c. Ring no answer dialed number. Leave this section blank. See the section entitled RONA and ISN in the Scripting Considerations section of this chapter.

d. 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.

e. Work Mode on Incoming. Indicates whether wrap-up is required or possible following an incoming call. Select Required, Optional, or Not Allowed.

f. Work Mode on Outgoing. Indicates whether wrap-up is required or possible following an outgoing call. Select Required, Optional, or Not Allowed.

g. Wrap Up Time. The amount of time, in seconds, allocated to an agent to wrap up the call.

h. Assist Call Method. Use the drop-down list to select whether IP Contact Center will create a consultive call or a blind conference call for a supervisor assistance request.

i. Emergency Alert Method. Use the drop-down list to select whether IP Contact Center will create a consultive call or a blind conference call for an emergency call request.

Skill Group RolloutConfiguring Agents


Note Blind Conference is not supported if the call may be queued on an IVR.

j. Description. Enter additional optional information about the agent desk settings.

Step 3 Use the following boxes to select or de-select miscellaneous settings for an agent. Click the box to enable/disable the setting.

a. Auto-answer. Indicates whether calls to the agent will be automatically answered. The agent is not required to take any action to answer the call.

b. Idle reason required. Indicates whether an agent is required to enter a reason before entering the Idle state.

c. Logout Reason Required. Indicates whether an agent is required to enter a reason before logging out.

d. AutoRecord on Emergency. Indicates if a record request is automatically sent when an emergency call request starts.

Step 4 Use the following boxes to select or de-select the Outbound Access setting for an agent. Click the box to enable/disable the setting.

a. International. Indicates whether agents are allowed to initiate international calls.

b. National. Indicates whether agents are allowed to initiate calls on the local public network.

c. Local Private Network. Indicates whether agents are allowed to initiate calls through the local private network.

d. Operator Assisted. Indicates whether agents are allowed to initiate operator assisted calls.

e. PBX. Indicates whether agents are allowed to initiate outbound PBX calls.

Note The Call Types for outbound calls are configured using the Dialed Number Plan configuration tab. See the “Call Type Identification” section for more information.

Step 5 Click Save to save the values entered for the Agent Desk Settings configuration.

Configuring AgentsContextAgents must be configured in ICM software statically. Use the Agent Explorer tool in the ICM Configuration Manager to configure agents.

Step 1 Select Tools > Explorer Tools > Agent Explorer. The Agent Explorer window displays.

Step 2 Select the peripheral you want associated with the agent from the drop-down list and click Retrieve. Click Add Agent to display the Agent configuration tab.

Step 3 In the Agent tab, enter the following:

a. Last Name. Enter the agent’s last name.

b. First Name. Enter the agent’s first name.

c. Login Name. Enter the name the agent uses to login. This name must be unique in the enterprise.



d. Password. Enter the agent’s password. This password is validated during the agent login process.

e. Select Person. Click this button to select a person to associate with the agent record. You can select a person for a new agent, an existing agent, or a temporary agent.

To create an agent record, you must associate a person with the agent. For an existing agent record, you can select a different person (from the current one selected) to be associated with that agent record.

If you select a person for a temporary agent, you make that agent a permanent one. You cannot demote an agent to be a temporary one.

An ICM agent’s personal information is stored in the database’s Person table.

f. Enterprise Name. Enter an enterprise name for the agent that is unique within the enterprise. The default is a combination of the peripheral name with the agent’s first and last name.

g. Peripheral Name. Enter a name for the agent as known to the peripheral.

h. Peripheral Number. Enter the agent’s login ID. This number identifies the agent to the peripheral. This number needs to be unique among all agents for the peripheral, but does not need to be unique across all peripherals.

Note Agent IDs can be up to nine digits long. The first digit in the ID must be 1 through 9. It cannot be 0. Also, this number cannot be the same as the extensions on the CCM cluster for this agent. Finally, the ID can not exceed the extension length specified in the CallManager PG setup.

Step 4 Click the Advanced Tab and enter:

a. Desk Setting. Use the drop-down list to select the desktop settings to be associated with the agent. If you do not make a selection, ICM software applies the default desk settings defined for the peripheral.

b. ConfigParam. Use this field to enter any specific configuration parameters that may be required. Make entries in this field only if instructed to do so by your Cisco support representative.

c. Description. Enter any other information you want about the agent.

d. Agent State Trace. Select to enable the agent’s state trace control. When enabled, ICM software will record every state transition made by the agent.

Step 5 Click Save to save the values.

Note Follow the next task to assign this agent as a supervisor.

Assigning an Agent as a Supervisor

Step 1 Click the Supervisor tab.

Step 2 Enter the following:

a. Supervisor Agent. Check this box to indicate that the selected agent is a supervisor.

b. Domain name. Required. Windows NT or Windows 2000 domain name. The unique host name on the internet to which the user group belongs.



c. Supervisor login as user. Required. The NT user ID of the selected agent. This entry cannot be the NT Administrator account.

Note The Domain name and Supervisor login as user fields are used to allow the user to access and use the ICM Configuration Manager tools.

d. Supervisor login password. The NT password for the account of the selected supervisor agent. Only asterisks appear in the field as you type.

e. Description. Additional supervisor information about the selected agent.

Step 3 Click Save to save the values.

Feature ControlConfiguring a Feature Control Set


Feature Control

Feature Control is a method of limiting access to the set of tools (and features in some of the tools, such as the Script Editor) in the ICM Configuration Manager and in the Admin Workstation.

Feature Control Sets specify which tools and features an assigned user can use in the Admin Workstation and the Configuration Manager. When a user is assigned a feature control set, then, in the Admin Workstation group and in the Configuration Manager, that user sees only those tools and can use only those features that are selected in that feature control set.

For example, this allows you to limit the functionality available to Subscribers, so that they have access to features such as creating and maintaining their agents and skill groups, but do not have access to change other subscriber’s configuration on a shared AW,

Additionally, you can employ Script Editor feature control. Script Editor feature control addresses the need of restricting users, or classes of users, from some or all of the functionality of the ICM Script Editor software. In a possible deployment scenario, an ICM software administrator can restrict certain people from doing specific types of script editing.

By defining different feature control sets and assigning them to the appropriate users, only those ICM tools and features that a user needs is automatically available to that user.

Configuring a Feature Control SetConfiguring a feature control set consists of:

• Creating a Feature Control Set

• Assigning Users to a Feature Control Set

• Selecting the Script Nodes available in a Feature Control Set

How to create a Feature Control SetThe system administrator can create a feature control set using the ICM Configuration Manager.

Step 1 Ensure the user(s) the feature set is to be assigned to are configured.

Step 2 Start the Configuration Manager by selecting: Start > Programs > ICM Admin Workstation > Configuration Manager

The Configuration Manager dialog opens.

Step 3 Select Tools > List Tools > Feature Control Set List.

Step 4 In the Feature Control Set section (on the left), click Add.

Step 5 Select the Attributes tab.

Step 6 Enter the name of the feature control set.

The name appears in the left section when Enter or Tab is pressed.

Step 7 Enter a description (optional).

Feature ControlHow to assign users to a feature control set


Step 8 Click Save when you are finished creating the feature set.

How to assign users to a feature control set

Step 1 Start the Configuration Manager by selecting: Start > Programs > ICM Admin Workstation > Configuration Manager

The Configuration Manager dialog opens.

Step 2 Select Tools > List Tools > User List.

Step 3 Select the user to whom feature control set is to be assigned.

Note If no users appear, add the user(s) using the User List Tool.

Step 4 On the Attribute tab, select the feature set for the selected user.

Step 5 Click Save when you are finished assigning feature sets.

AW Feature ControlThe Cisco ICM Software Security Guide provides information on securing users so that the only have permissions to read and or modify different parts of a system configuration.

Feature ControlAW Feature Control





Scripting Considerations

This section covers scripting consideration to use in an IP Contact Center Hosted-Edition system. For more details on scripting in an ICM/NAM environment see the Cisco ICM Software Scripting and Media Routing Guide, as well as the NAM Installation Guide.

NAM Script ConfigurationScripting on the NAM only requires one Dialed Number script per Customer Instance. However, your design may include more.

The NAM routing script sends the dialed number to the correct ISN Media Server for treatment, then ultimately to the ICM Gateway of the CICM instance for the particular Dialed Number.



Scripting ConsiderationsNAM Script Configuration


Figure 79 Example NAM Routing Script

The first script node after the Start should be a “set variable” node that contains the following:

• Object Type — Call

• Object — (no selection)

• Variable — NetworkTransferEnabled

• Value — 1



Figure 80 NetworkTransferEnabled Set Variable Node

After you have set the variable for NetworkTransferEnabled you can create a Dialed Number (DN) Node to route to a particular CICM Instance Routing Client.

If the Dialed Number node is true, then you typically send the call to the ISN Media Server using another Set Variable node as described below:

The first script node after the star should be a “set variable” node that contains the following:

• Object Type — Call

• Object — (no selection)

• Variable — user.microapp.media_server

• Value — the IP address of the ISN Media Server, enclosed in quotes, for example “192.168.10.11”

Figure 81 ECC Variable user.microapp.media_server Set Variable Node

At this point, scripting is conducted on the ISN. Consult the Cisco Internet Service Node (ISN)

Configuration and Administration Guide, Appendix B for details on scripting in ISN

Finally, the call is sent to the ICM gateway of a particular customer instance.

If multiple DNs are used, then you can send the call to a different ISN Media Server based on the different DN, as in Figure 79 on page 116.

Finally, the call is sent to the ICM gateway of a particular customer instance. Add an ICM Gateway Node and select the customer to which to route the call.

http://www/application/pdf/en/us/guest/products/ps1006/c1067/ccmigration_09186a00801bf08d.pdf#page=223



Figure 82

Note Do NOT select the Validate returned labels checkbox. If you do so, you will have to provision the NAM with all of the labels that exist on every customer instance.

CICM Scripting ConsiderationsCreate CICM VRU Scripts


CICM Scripting Considerations

See the Cisco ICM Software Release 5.0 IP Contact Center Administrator Guide for general scripting requirements for a CICM Instance.

Consult the Cisco Internet Service Node (ISN)

Configuration and Administration Guide, Appendix B for ISN additional scripting considerations.

Create CICM VRU ScriptsVRU Scripts differ 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 ISN. A VRU Script executes to collect digits, play hold music, or perform many other common IVR functions.

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

Step 2 The Network VRU Script List dialog box appears. On the Attributes tab, enter the configuration information for the BasicQ script as follows:

a. Network VRU. Enter isnvru

b. VRU Script Name. Enter script name (i.e. BasicQ)

c. Name. Enter the script file name (i.e. BasicQ.aef)

d. Timeout [seconds]. Enter 180

e. Configuration param. Leave blank

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

Step 3 Select the Interruptible check box.


CICM VRU Script ConsiderationsUse the CICM Script Editor’s SendToVRU node to connect the call to the Network VRU.

For more information about creating scripts, see the documents ISN Configuration and Administration - Chapter 2, “Using NAM/ICM with the ISN IVR Solution.”

Note Note A RunVRU Script or Queue node is an “implicit” SendToVRU node, although error handling will be easier if the explicit “SendToVRU” node is used.

RONA and ISNWhen using IPCC with ISN, the ICM Router Requery function is used to take the call away from the non-answering agent and requeue it for service.






There are two places in which configuration must occur:

• in the Agent Desk Settings - the Ring no answer dialed number field must be blank, and a ring no answer time must be set, as describe previously in Configure Agent Desk Settings, page 108

• in the Script (see below):

– The Queue node for the skill group that selects the first agent must have Target Requery enable

– The priority of the call should be raised so that it goes to the front of the queue

Scripting for RONA

When scripting for RONA, you should Enable Requery on the node in the script that selects the first agent. Depending on the type of node used, the Requery mechanism selects a new target from the available agents or requires additional scripting. The IPCC/ICM Scripting and Media Routing Guide describes how Requery works for the different nodes.



Figure 83 Changing the Queue Type to Enable Requery



Figure 84 RONA Scripting in IP Contact Center Hosted-Edition

The Queue node selects the longest available agent from the skill groups configured, if there is an available agent. If there is no available agent, the script then queues the call with a priority set in the node and continues down the success exit of the node.

When an agent becomes available the ICM will always select the longest queued call from the ones with the highest priority. The RONA mechanism works as follows:

1. the Queue node selects an agent.

2. if the agent does not answer the call, then the script will exit through the failure exit of the Queue node.

3. the If node will test the RequeryStatus variable. If it has value of greater than zero, this is a requery call, and the script will re-queue the call.

4. in the example above it also sets a flag using a call variable for reporting purposes

5. Assuming that there are no agents available, the Queue node will immediately exit through the success exit.

6. The If node will check to see if this is a required call.

7. If so, it will increase the Queue Priority of the call so that it will be handled before any other calls in queue.

8. It will then enter the normal wait loop with RunScripts.

Documents

Cisco IP Contact Center Hosted-Edition Release 5.0 …5.0 Staging On Windows 2000 document. • Consult the IP Contact Center Hosted-Edition Compatibility Matrix to verify the correct