Cisco Cisco Unified Contact Center Enterprise 8.5(3) Troubleshooting Guide

Introduction
 Prerequisites
      Requirements
      Components Used
      Conventions
 Problem
 Solution
 Related Information

An integral part of Cisco Architecture for Voice, Video and Integrated Data (AVVID) and Cisco IP Contact
Center (IPCC) Enterprise Edition delivers these features over an IP infrastructure:

Intelligent contact routing

• 

Call treatment

• 

Network−to−desktop Computer Telephony Integration (CTI)

• 

Multichannel contact management

• 

Cisco IPCC Enterprise combines multichannel automatic call distributor (ACD) functionality and IP
telephony in a unified solution, which enables you to rapidly deploy a distributed call center infrastructure.

Cisco ICM Enterprise Edition segments customers, monitors resource availability, and delivers each contact
to the most appropriate resource anywhere in the enterprise. ICM is part of the IPCC Enterprise family of
products and ICM is itself a family of productsmainly the CallRouter, Logger, Peripheral Gateway (PG), and
Admin Workstation (AW).

Readers of this document should have knowledge of these topics:

IPCC Enterprise Solution

• 

ICM Solution, understanding the concepts of the CallRouter, Logger, PG, AW

• 

The information in this document is based on these software and hardware versions:

ICM version 5.0 and later

• 

The information in this document was created from the devices in a specific lab environment. All of the
devices used in this document started with a cleared (default) configuration. If your network is live, make sure
that you understand the potential impact of any command.