Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

is used. The child can receive calls routed from the parent, but is not aware of any other
peripherals attached to the parent.

Figure 2 illustrates this relationship.

Figure 2: Parent and Child Relationship

Note: When deploying the IPCC Gateway with either an IPCC Enterprise or IPCC Express
child, it is best to get the child system working first before integrating it with the parent ICM
system.

About Peripheral Gateways

Each contact center device (ACD or IVR) communicates with ICM software through a PG. The
PG reads status information from the device and passes it back to ICM software. The PG runs
one or more PIM processes, which are the software components that communicate with
proprietary ACD and IVR systems. A single PIM is required for each peripheral to which the
PG will interface.

Before you install a Peripheral Gateway (PG), the Windows operating system (for release
specifics refer to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of
Materials—including Simple Network Management Protocol (SNMP)—must be installed on
the computer, you must have set up the Windows Active Directory services for ICM software
and you must have set up at least one ICM instance. In the IPCC Express Gateway deployment
model, where the IPCC Express Gateway PG is co-resident on the CRS server, the PG's SNMP
data is not available

Note: For IPCC Express Gateway deployments, you can connect to only one ICM instance, but
one ICM instance can support multiple installations of IPCC Express.

Further, before you can complete the installation of a Peripheral Gateway, you must create
configuration records in the ICM database. To create these configuration records you must have
installed a CallRouter, a Logger, and an Admin Workstation on the ICM Enterprise parent
system.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)