Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Cisco

List of Figures

Figure 1: ICM and PG Relationship................................................................................................................................10

Figure 2: Parent and Child Relationship..........................................................................................................................11

Figure 3: Multiple ICM Parent with Single IPCC Enterprise child.................................................................................13

Figure 4: Single ICM Parent with Multiple IPCC Enterprise children...........................................................................14

Figure 5: IPCC Gateway with IPCC Express Gateway PG with ICM Parent.................................................................15

Figure 6: IPCC Enterprise Routing Script.......................................................................................................................24

Figure 7: ICM PG Explorer.............................................................................................................................................30

Figure 8: Routing Client Tab...........................................................................................................................................31

Figure 9: Skill Group Explorer wtih Red Circle Icon......................................................................................................35

Figure 10: Request Route Step........................................................................................................................................38

Figure 11: IPCC Express Script.......................................................................................................................................39

Figure 12: ICM Routing Script........................................................................................................................................40

Figure 13: CSQ Label on Skill Group Explorer..............................................................................................................40

Figure 14: High Availability with IPCC Express Gateway..............................................................................................41

Figure 15: ICM Reporting Architecture..........................................................................................................................46

Figure 16: WebView Check Box.....................................................................................................................................49

Figure 17: Network VRU in a Gateway Deployment......................................................................................................53

Figure 18: Child Skill Group/Parent Service...................................................................................................................60

Figure 19: Data Mapping between IPCC Enterprise Child and ICM Parent...................................................................60

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)

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