Cisco Cisco Unified CRM Connector 7.5 Installation Guide
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Configuring the CRM Connector for Unified Contact Center
As noted above you will only need to configure a single CTIModule to
support the enterprise scale of Unified Contact Center Enterprise and
Hosted. This configuration section assumes that you have not already
configured a CRM Connector. If you have configured and tested your
implementation with the Null CTI connector you will need to edit your
config.ini file to replace the NULL CTI connector with the Cisco CRM
Connector.
support the enterprise scale of Unified Contact Center Enterprise and
Hosted. This configuration section assumes that you have not already
configured a CRM Connector. If you have configured and tested your
implementation with the Null CTI connector you will need to edit your
config.ini file to replace the NULL CTI connector with the Cisco CRM
Connector.
The rest of this section provides step-by-step instructions on implementing
the CRM Connector for UCCE or UCCH.
the CRM Connector for UCCE or UCCH.
Step 1: Assemble required CTI Server connection information.
In order to configure the Cisco CRM Connector you will need information
about your CTI Server configuration.
about your CTI Server configuration.
You will need to know if your system is configured as a simplex or a
duplex environment.
duplex environment.
1. You will need to know the host name for the CTI Server and the
server port. In a duplex environment you will need to know both
the Side A and side B host names and ports. In a simplex
environment only configure side A.
the Side A and side B host names and ports. In a simplex
environment only configure side A.
1. The Unified Contact Center peripheral type is
CISCO_CALLMAN. (This is case sensitive.)
2. You will need to know the peripheral ID for the Call Manager
Expert Agent PG at your site.
3. If you intend to use a meaningful four character channel name you
should plan it in advance, otherwise you may choose the default
channel name “CTI1”.
channel name “CTI1”.
Step 2: Backup the config.ini file.
If you are using a text editor, backup the current config.ini file. It is good
practice to always edit a copy of a file to guard against accidental changes
that affect your system’s operation.
practice to always edit a copy of a file to guard against accidental changes
that affect your system’s operation.
Step 3: Open config.ini file for editing.
Use the Administration Tool if you have installed it, or simply navigate to
the config.ini file and open it with a text editor.
the config.ini file and open it with a text editor.
Step 4: Enable the CRM Connector module in module
manager.
manager.
This may already be configured, because the default config.ini file
includes the module class and module definitions for the CRM Connector.
Also the CRM Connector Server implementation chapter included these
definitions in the sample config.ini. However we will repeat those steps
here.
includes the module class and module definitions for the CRM Connector.
Also the CRM Connector Server implementation chapter included these
definitions in the sample config.ini. However we will repeat those steps
here.
1. In the module manager create the module class definition for the
CRM Connector. This is:
ModuleClass=CiscoCTI,Cisco.AMC_Cisco
ModuleClass=CiscoCTI,Cisco.AMC_Cisco