Cisco Cisco Unified CRM Connector 7.5 Installation Guide
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Preface
Purpose
This manual describes how to install, configure and administer Cisco
CRM Connector components for Unified ICM and Unified Contact Center
Enterprise and Hosted editions. It includes information about hardware
and software requirements and setup.
CRM Connector components for Unified ICM and Unified Contact Center
Enterprise and Hosted editions. It includes information about hardware
and software requirements and setup.
Audience
This book is intended for anyone installing or managing components of the
CRM Connector to integrate their contact channels. Installers should be
familiar with software installation procedures and the Microsoft Windows
Server 2003 operating system. Administrators should be familiar with
call center operations and with both the operation and administration of
Cisco ICM, UCCE or UCCH, as well as specific implemented CRM
business applications: Microsoft CRM, Oracle PeopleSoft, or Salesforce.
CRM Connector to integrate their contact channels. Installers should be
familiar with software installation procedures and the Microsoft Windows
Server 2003 operating system. Administrators should be familiar with
call center operations and with both the operation and administration of
Cisco ICM, UCCE or UCCH, as well as specific implemented CRM
business applications: Microsoft CRM, Oracle PeopleSoft, or Salesforce.
Organization
This manual is organized into two parts:
Part 1: Overview, Concepts and Architecture. This describes the role of
the CRM Connector software in the integrated contact center, its
component products, their architecture and function. This part has two (2)
chapters:
the CRM Connector software in the integrated contact center, its
component products, their architecture and function. This part has two (2)
chapters:
Chapter 1: Overview, describes the software and its role in
Cisco’s Unified ICM and UCCE and UCCH product families.
Cisco’s Unified ICM and UCCE and UCCH product families.
Chapter 2: Implementation Planning and Requirements,
describes the core hardware and software requirements and
provides an overview of the installation process.
describes the core hardware and software requirements and
provides an overview of the installation process.
Part 2: Implementation. This details the software and hardware
requirements and installation steps for each major component. This part
has seven (7) chapters:
requirements and installation steps for each major component. This part
has seven (7) chapters:
Chapter 3: Implementing the CRM Connector Server,
describes step-by-step installation instructions and explains
configuration of the CRM Connector Server.
describes step-by-step installation instructions and explains
configuration of the CRM Connector Server.
Chapter 4: Implementing the Administrator, describes step-
by-step how to install the CRM Connector Server Administration
Tool.
by-step how to install the CRM Connector Server Administration
Tool.
Chapter 5: Installing the CRM Connecter, describes step-by-
step how to install and validate installation of the CRM Connector
for Unified ICM and Unified Contact Center Enterprise and
Hosted.
step how to install and validate installation of the CRM Connector
for Unified ICM and Unified Contact Center Enterprise and
Hosted.
Chapter 6: Implementing the .Net Adapter, describes step-by-
step how to configure the .Net Adapter. This adapter serves as the
step how to configure the .Net Adapter. This adapter serves as the