Cisco Cisco Computer Telephony Integration Option 9.0

Documentation for Cisco Unified ICM/CCE, as well as related documentation, is accessible from 
Cisco.com at 

Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), 
Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified 
Contact Center Management Portal, Cisco Unified Customer Voice Portal (Unified CVP), Cisco 
Unified IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).

For documentation for these Cisco Unified Contact Center Products, go to

click on Voice and Unified Communications, then click on Cisco Unified Contact Center 
Products or Cisco Unified Voice Self-Service Products, then click on the product/option you are 
interested in.

For troubleshooting tips for these Cisco Unified Contact Center Products, go to 

, then click the product/option you are 

interested in.

Also related is the documentation for Cisco Unified CM, which can also be accessed from 

Technical Support documentation and tools can be accessed from 

The Product Alert tool can be accessed through (login required) 

http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice

This manual uses the following conventions:

Boldface type is used for user 
entries, keys, buttons, and folder 
and submenu names.

Choose Edit > Find from the Configure 
menu bar. 

Italic type indicates one of the 
following:

A newly introduced term

For emphasis

A generic syntax item that 
you must replace with a 
specific value

A title of a publication

A skill group is a collection of agents 
who share similar skills.

Do not use the numerical naming 
convention that is used in the 
predefined templates (for example, 
persvc01).

IF (condition, true-value, false-value.)

For more information, see the 
Database Schema Guide for Cisco 
Unified ICM/Contact Center 
Enterprise & Hosted. 

An arrow ( > ) indicates an item 
from a pull-down menu.

The Save command from the File menu is 
referenced as File > Save.