Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
3-3
Cisco ICM Software WebView Installation Guide
OL-0730-04
Chapter 3 Installing Cisco ICM WebView Software and Setting Up Users
Installing Cisco ICM WebView Software
Step 9
If you are prompted to do so, restart your system in order to ensure that all of the
appropriate software is running.
appropriate software is running.
Installing WebView for ICM Instances and for Customers
An instance is a single logical ICM system. An instance typically consists of
several software components (CallRouter, Logger, Peripheral Gateways, Admin
Workstations)—some of which may be duplexed—typically installed on several
different computers. For example, a single computer can run multiple components
of a single instance or components of multiple instances.
several software components (CallRouter, Logger, Peripheral Gateways, Admin
Workstations)—some of which may be duplexed—typically installed on several
different computers. For example, a single computer can run multiple components
of a single instance or components of multiple instances.
A customer is an organization that uses ICM software to manage its contact center
enterprise. Each customer has its own dialed numbers, labels, call types, scripts,
and scheduled targets. However, all Peripheral Gateways, peripherals, services,
skill groups, and so on are associated with the instance rather than a specific
customer. Therefore, customers who share an instance cannot have their own
Peripheral Gateways. Such customers, however, can be assigned a network IVR
with customer–specific scripts for special call treatment.
enterprise. Each customer has its own dialed numbers, labels, call types, scripts,
and scheduled targets. However, all Peripheral Gateways, peripherals, services,
skill groups, and so on are associated with the instance rather than a specific
customer. Therefore, customers who share an instance cannot have their own
Peripheral Gateways. Such customers, however, can be assigned a network IVR
with customer–specific scripts for special call treatment.
In Release 5.0, a single ICM instance can be shared by several customers with
limited functionality. However, you can set up WebView users who have access to
the data for only a specific customer.
limited functionality. However, you can set up WebView users who have access to
the data for only a specific customer.
summarizes what data can be associated with a specific customer and
what data is shared by an entire instance.
.
See the Cisco Network Applications Manager (NAM) Setup and Configuration
guide for how to configure and use the Cisco Network Applications Manager
(NAM), instances, and customers.
guide for how to configure and use the Cisco Network Applications Manager
(NAM), instances, and customers.
Table 3-1
Customer Data and Instance Data
Customer Data
Instance Data
Dialed numbers, labels, call types,
scripts, scheduled targets, and
network VRU scripts
scripts, scheduled targets, and
network VRU scripts
Network ICM systems and
Peripheral Gateways; peripherals,
trunk groups, peripheral targets, skill
targets; regions; announcements;
application gateways
Peripheral Gateways; peripherals,
trunk groups, peripheral targets, skill
targets; regions; announcements;
application gateways