Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
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3. Unified ICM Configuration
To properly configure and maintain Unified ICM database, you need to
understand the relationships between the Aspect Call Center database
objects and Unified ICM database objects. For example, a Unified ICM
Service corresponds directly to an Application on the Aspect Call Center
ACD. A Unified ICM Skill Group is equivalent to an Aspect Agent Group.
understand the relationships between the Aspect Call Center database
objects and Unified ICM database objects. For example, a Unified ICM
Service corresponds directly to an Application on the Aspect Call Center
ACD. A Unified ICM Skill Group is equivalent to an Aspect Agent Group.
When you understand the relationships between the database objects in
both applications, you can keep the Aspect and Unified ICM databases
synchronized easily.
both applications, you can keep the Aspect and Unified ICM databases
synchronized easily.
This chapter describes how objects map between the Aspect ACD and
Unified ICM. The chapter also provides information specific to
configuring an Aspect PG with the Unified ICM configuration tool.
Unified ICM. The chapter also provides information specific to
configuring an Aspect PG with the Unified ICM configuration tool.
See also:
For detailed information on the Unified ICM configuration tools, see the
online help and Configuration Guide for Cisco Unified ICM/Contact
Center Enterprise and Hosted.
online help and Configuration Guide for Cisco Unified ICM/Contact
Center Enterprise and Hosted.