Cisco Cisco Unified Customer Voice Portal 11.0(1)

Configuring a Cisco Unified Communications Manager Server

From the Device Management menu, Communications Manager option, you can add a Unified
CM Server to the Operations Console. Once added, you can add the Unified CM Server to a
device pool and access a Unified CM administration web page, from which you can configure
the Unified CM Server.

Unified CM manages and switches VoIP calls among IP phones. When combined with Unified
ICME, Unified CM becomes the IPCC product. Unified CVP interacts with Unified CM primarily
as a means for sending PSTN-originated calls to IPCC agents. However, several applications
require that calls be originated by IPCC agents instead. Specifically, IPCC Outbound Option
and calls that are being handled using the warm-consultative-transfer feature, from one agent
to another are originated in this way. Help desk calls, in which an agent or other IP phone user
calls Unified CVP (or calls a skill group and gets queued on Unified CVP), also fall into this
category. A single Unified CM can originate and receive calls from either SIP or H.323 devices.

You can perform the following tasks:

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Configure the following SIP-specific actions on Unified CM. (Refer to the Unified CM
documentation for more information.)

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Configure the SIP Proxy Server.

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Configure the SIP Trunk to the Proxy Server or the Unified CVP Call Server, if you are not
using a SIP Proxy.

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Add call routing (route patterns) to send the call from Unified CM; for example, ring tone,
playback dial patterns, and ICM route table calls.

Adding a Unified CM Server

Collect the following information from the Unified CM Server before adding it to the Operations
Console:

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)