Cisco Cisco IP Contact Center Release 4.6.2

Preface

Purpose

This manual describes how to use the Unified ICM/CCE/CCH configuration tools to configure
and maintain the Unified ICM database. For instructions on how to create and manage Unified
ICM scripts, refer to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact
Center Enterprise & Hosted located at 

. For specific information on an ACD or NIC, refer to

the appropriate Unified ICM ACD or NIC supplement documentation located at 

or ask your customer representative for that documentation.

Audience

This document is intended for Unified ICM system administrators. A system administrator must
have a general understanding of call center operations and management and specific information
about the call centers and carrier networks connected to Unified ICM/CCE/CCH software.

Organization

Describes the system software and introduces the Administration
Data Server Group and the Administration Client Group set of tools.

Describes how the system software interacts with the interexchange
carrier (IXC) signaling network and your call centers.

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