Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Note: Autoconfiguration-like entities are configured on the parent for Agent, Skill Group, but
not for Call Type (child) and Service (parent).

Default skill groups on the child, which are non-viewable, get created as real skill groups on
the parent. Note that activity done in the default skill group on the child will show up in these
real skill groups on the parent.

Configure Service members on the parent. To configure service members for any given service,
examine the script for a call type on the child and note to what skill groups the script offers the
call. On the ICM Enterprise parent, make these skill groups service members of that Service.

Note: Autoconfiguration does not provide complete configuration for ICM software. You must
configure many other elements, such as Dialed Numbers, scripts, peripheral targets, routes, and
so forth.

If any error occurs during autoconfiguration, the keys on the parent are not updated. The IPCC
Enterprise PIM continues to upload the entire child configuration to compare it every time it is
started until no configuration errors are encountered.

Autoconfiguration Maintenance

The following information provides help with maintenance:

•

Errors from the last run of the autoconfiguration dialog box can be found in the main PG
directory for the PG in question. The file is named 

. It can be viewed

with any text editor. For example, 

 could

be an example file name. The file contains the time and date and a brief error message as to
why an element could not be configured. The same is true for autoconfiguration with the
IPCC Express Gateway.

•

Periodically, manually delete entries in the Service, Agent, and Skill Group tables that allow
deletion. Items that do not allow deletion show a circle with a line through it next to them.
Items can be deleted on the parent when they are deleted on the child.

•

Frequently use the Administer Deleted ICM tool to permanently delete any deleted records.
This will help to reduce the number of autoconfiguration errors. The fewer records that are
marked for deletion that still exist, the smaller the chance that autoconfiguration will get
duplicate errors when creating objects.

Note: Do not confuse IPCC Gateway autoconfiguration with Agent autoconfiguration, which
activates the AgentCfg utility to maintain agent configuration data for the peripheral. (Agent
autoconfiguration is a check box option available on the Advanced tab in the PG Explorer.) In
fact, you must ensure that Agent autoconfiguration is disabled in order for the IPCC Enterprise
Gateway PG to function properly.

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)