Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Note: More detailed information is provided about installing and configuring PGs in the ICM
Installation Guide for Cisco ICM Enterprise Edition. What is provided here is information
particular to the IPCC Express Gateway PG.

IPCC Express Gateway PG Setup and Time Synchronization

The Disable ICM time synchronization checkbox in the MDS and DMP Properties dialog
affects time synchronization between systems. Since the Windows operating system uses its
own integrated time service--making it unnecessary for the ICM to perform a separate time
synchronization--the box is checked by default. The ICM software documentation states that
you should accept this default, except in cases where the PG is configured as a workgroup
machine (that is, not a domain).

However, when an IPCC Express Gateway PG is co-located with IPCC Express, this box should
always be checked, even in cases where the IPCC Express machine is in a workgroup. The
reason for this is because IPCC Express uses the Network Time Protocol (NTP) service to
synchronize the IPCC Express system time with the NTP server that runs on the Cisco
CallManager. If the Disable ICM time synchronization box is "unchecked", the IPCC Express
Gateway PG will attempt time synchronization with the ICM Central Controller; this will conflict
with the NTP service.

Accepting the default for the Disable ICM time synchronization checkbox during the IPCC
Express Gateway PG setup will prevent a conflict and the NTP client service running on IPCC
Express machine will be able to keep the time synchronized with the Cisco CallManager.

This means that the time on the IPCC Express server and the ICM Central Controller might not
be in sync. When this happens:

•

The IPCC Express Gateway PG-specific historical data records the IPCC Express system
time.

•

The ICM central controller delivers a warning message that the IPCC Express Gateway PG
is out-of-sync with the ICM system.

•

Peripheral reports might not cover equivalent time periods relative to system reports (for
example, Call Type reports).

This behavior is similar to what is seen when other ACDs are integrated with ICM software.
For more information, see 

.

Autoconfiguration between IPCC Express and ICM Software

Autoconfiguration is a feature of the IPCC Gateway that minimizes the need to perform redundant
configuration tasks on the IPCC Express child and the ICM Enterprise parent.

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)