Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Describes how to install the components of ICM software, including information 

about hardware configuration and software setup.

Describes how to use the Configuration Manager to configure an ICM contact 

center. 
For specific information on an ACD or NIC, see the appropriate Cisco ICM 

software ACD or NIC supplement documentation or ask your customer 

representative for that documentation.

Describes how to install and configure the ICM components that are used for the 

Cisco IP Contact Center (IPCC) solution. This manual includes installation and 

configuration instructions for the ICM components used in an IPCC solution. It 

also includes information on configuration requirements for other IPCC 

components that interface with the ICM software, including the Cisco 

CallManger, Cisco IP-IVR and Cisco Agent Desktop/Cisco Supervisor Desktop.

Describes tasks and concepts required for day-to-day operation of an IPCC 

contact center. This guide includes information for multichannel options as well 

as voice. 

Describes tasks and concepts required for day-to-day operation of an ACD 

contact center. 

Documents how data is organized in the databases for the Cisco Intelligent 

Contact Management (ICM) software. The databases contain tables. Each table 

defines a set of columns or fields. Each record or row in the database has one 

value for each column. This manual describes the tables and their columns. The 

WebView reports access their data from these tables.

Describes how to upgrade ICM software.

Describes the Application Gateway, 

Application Path, and Script Queue 

report templates

Describes the Outbound Option report 

templates.

Describes the Translation Route 

Templates.

Contains illustrations of many reports.