Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

For information about autoconfiguration maintenance, see the section 

.

Figure 9: Skill Group Explorer wtih Red Circle Icon

Autoconfiguration settings cannot be changed on ICM software. If you want to make a change
to an agent, skill group, or service, you must do so on the child IPCC Express system using the
CRS Administration web interface.

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 Express
Gateway PG to function properly.

For detailed information about configuring IPCC Express, see the Cisco CRS Administration
Guide.

Routing in IPCC Express Gateway Deployments

In the IPCC Express Gateway deployment model, the IPCC Express child is integrated with the
ICM Enterprise parent as an ACD, and all the ICM routing concepts, namely, pre-routing,
translation-routing, and post-routing are supported in this deployment model.

Pre-Routing

Pre-routing is an ICM routing concept that enables ICM to execute routing business logic to
select the site that the call should be sent to while the call is still in the network.

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)