Cisco Cisco IPCC Web Option

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation..............................................................................................................................3
Product Naming Conventions.....................................................................................................................3
Conventions................................................................................................................................................4
Obtaining Documentation and Submitting a Service Request...................................................................5
Documentation Feedback...........................................................................................................................5

Cisco Unified Intelligent Contact Management Overview......................................................................7
Cisco Unified Contact Center Enterprise Overview...............................................................................8

The Routing Process................................................................................................................................11
Steps in the Routing Process...................................................................................................................12
Routing Requests.....................................................................................................................................13
Targets......................................................................................................................................................13

Cisco Unified Intelligent Contact Management Enterprise System Processing..................................15
Routing Client's Processing.................................................................................................................18
The Peripheral's Processing................................................................................................................19

Translation Routes....................................................................................................................................19
Timeouts and Thresholds.........................................................................................................................20

Routing Clients....................................................................................................................................20
Abandoned Call Wait Time..................................................................................................................21
Service Level.......................................................................................................................................22

Configuring the System Information Service Level for Call Types.......................................................24
Configuring the Service Levels for Specific Call Types........................................................................24
Service Level Relationships: Media Routing Domain, Peripheral, and Skill Groups............................25
Configuring the Service Level for the Media Routing Domain.............................................................27
Configuring the Service Level for a Peripheral.....................................................................................27
Configuring the Service Level for Skill Groups....................................................................................28
Configuring the Service Level for an Aspect VRU...............................................................................29

Accessing the Configuration Manager......................................................................................................32
Using the Configuration Manager.............................................................................................................32
Online Help...............................................................................................................................................33
Configuration Manager Tools....................................................................................................................34

Bulk Configuration Tools......................................................................................................................35
Explorer and List Tools.........................................................................................................................36
Miscellaneous Tools.............................................................................................................................38
Wizards................................................................................................................................................38
Common Bulk, List, and Explorer Tool Features..................................................................................39
Common List and Explorer Tool Features............................................................................................40

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)