Cisco Cisco IPCC Web Option Installation Guide

What You Need Before You Install

You need the following software so that the IPCC Enterprise Gateway feature can function:

•

Cisco Unified Communications Manager (Unified CM)

•

Cisco Customer Response Solutions (for Unified IP IVR)

•

Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)

•

Cisco Agent and Supervisor Desktops or Cisco CTI OS Desktop

Note: For the Cisco Agent and Supervisor Desktops, be sure to use the release that is compatible
with Unified ICME; do not use the release that is compatible with Unified CCX.

You will need to install the Unified ICME twice, once as part of the Unified CCE child system,
and once as the Unified ICME parent.

The following table provides a list of configuration information to collect before you begin:

None needed. If configuration is desired it is entered in Agent
configuration and agent peripheral number is needed.

Agent

Call Type ID, Service Level Type, Service Level Threshold

Call Type

Side A CTI-Server Host IP Address/Connection Port

Connection Information

Side B CTI-Server Host IP Address/Connection Port

ACD Extension (if device targets are used); agent IDs if they
are not.

Instrument

Peripheral ID

Peripheral (Simplified)

Dialed Number

Route Point

None

Service

Skill Group Peripheral Number

Skill Group

Installation and Configuration Checklist

Install the child Unified CCE system first and be sure you can route calls. Then install the parent
Unified ICME software. The following table provides the list of tasks involved in setting up
the child and parent.

Note: The IPCC Gateway feature supports only the child Unified CCE with an IPCC System
PG for use with the IPCC Enterprise Gateway PG.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)