Cisco Cisco IP Contact Center Release 4.6.2
Verify Pre-Integration Configuration
Verify the configuration by doing the following:
•
Verify that all processes, including all PIMs and CTI servers, are active (that is, all processes
start, duplexed routers load the configuration and synchronize, and all PIMs and CTI servers
are active).
start, duplexed routers load the configuration and synchronize, and all PIMs and CTI servers
are active).
•
Verify that the MSSQL server has started. Submit sample calls through all routing clients
and all call types. Use the Call Tracer tool in the Script Editor to test router call handling
functionality.
and all call types. Use the Call Tracer tool in the Script Editor to test router call handling
functionality.
Note: This test must be done prior to the Unified ICM upgrade and after the Unified ICM
upgrade. Address failures prior to integration.
upgrade. Address failures prior to integration.
Configuring Cisco Unified Intelligent Contact Management Software for Integration
To configure the system software for the applications, you need to configure/install the following:
•
Media routing domains for appropriate media classes within the system software
•
Media routing peripheral gateways (PGs) and peripherals
•
ECC (Expanded Call Context) variables
•
Application instance(s) and define them in the system software
•
Agents (you can create agents either in the system software or in the applications)
•
Connections to the CMS server using the Application tab of the CMS Control tool in the
Administration Tools folder
Administration Tools folder
•
Configuration work on the integrated applications
•
Skill group configuration using Script Editor
•
Information to push to waiting Cisco Unified Interaction Manager callers
The following sections describe each of the preceding, their configuration and installation
instructions, and indicate the configuration tool you need for each configuration. Refer to a
configuration tool's online help if you have any questions.
instructions, and indicate the configuration tool you need for each configuration. Refer to a
configuration tool's online help if you have any questions.
Note: Before using the configuration tools to perform each configuration process, if you have
more than one Unified ICM instance you want to configure, open the Select Administration
Instance tool in the Administration & Data Server or Administration Client and select the Unified
ICM instance with which you want to work.
more than one Unified ICM instance you want to configure, open the Select Administration
Instance tool in the Administration & Data Server or Administration Client and select the Unified
ICM instance with which you want to work.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 9: Configuring Cisco Unified Intelligent Contact Management Software for Integrated Applications
Configuring Cisco Unified Intelligent Contact Management Software for Integration