Cisco Cisco IP Contact Center Release 4.6.2

The Configuration Manager

After you have installed Unified ICM and have it running, use the Configuration Manager to
view and update the configuration information in the Unified ICM database. The configuration
information describes the people, groups, and devices that are part of your enterprise.

For example, use the Configuration Manager to specify:

•

The devices in your system and the clients they serve

Which includes

–

The peripherals at your contact centers

–

The routing clients served by your system

•

Targets at the peripherals to which the system software can direct calls

Which includes

–

Trunks and trunk groups connected to peripherals

–

Skill targets associated with each peripheral: agents, skill groups, services, and translation
routes

–

Information used by scripts to organize call requests and direct calls to targets, including
call types, regions, prefixes, and dialed numbers

–

Targets understood by the routing client, including announcements, peripheral targets,
and routing labels

–

The associations among routing labels, routes, peripheral targets, and skill targets

•

Enterprise services and enterprise skill groups as a combination of individual services and
groups from different contact centers

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