Cisco Cisco Administrative Workstation User Guide

Cisco

Table of Contents

Preface ...........................................................................................................................................................1

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................2
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation...........................................................................................................................4

Cisco.com..............................................................................................................................................4
Product Documentation DVD.................................................................................................................4
Ordering Documentation........................................................................................................................4

Documentation Feedback...........................................................................................................................5
Product Alerts and Field Notices ...............................................................................................................5
Cisco Product Security Overview...............................................................................................................5

Reporting Security Problems in Cisco Products ...................................................................................6

Obtaining Technical Assistance..................................................................................................................6

Cisco Technical Support & Documentation Website..............................................................................7
Submitting a Service Request...............................................................................................................7
Definitions of Service Request Severity.................................................................................................8

Obtaining Additional Publications and Information.....................................................................................8

1. About ARI Deployment..............................................................................................................................11

Supported ACDs in this Release of the ARI Deployment.........................................................................12
Advantages of the ARI Deployment..........................................................................................................12
Who Might Chose to Implement the ARI Deployment?............................................................................13
Supported Features..................................................................................................................................13
Unsupported Features..............................................................................................................................14

2. Architecture and Models for the ARI Deployment.....................................................................................15

Overview of Architecture and Core Components.....................................................................................15

Platform and Network..........................................................................................................................15
The Central Controller (Router and Logger)........................................................................................16
The Peripheral Gateway (PG)..............................................................................................................17
The ARS PG........................................................................................................................................18
The Admin Workstation (AW)...............................................................................................................20
The CTI Server....................................................................................................................................20
CTI OS.................................................................................................................................................21
The ACD/PBX......................................................................................................................................21
The Voice Response Unit (VRU)..........................................................................................................21

Examples of Deployment Models for the ARI Solution.............................................................................24

3. Installation and Configuration for the ARI Deployment.............................................................................27

Installation................................................................................................................................................27

About the Server Where You Install ARS PG.......................................................................................27
Preparing a Server for the ARS PG.....................................................................................................28
Installing the ARS PG on the Server...................................................................................................30
Installing CTI OS Server on the ARS PG Server Machine..................................................................35
Installing the Agent and IPCC Supervisor Desktops...........................................................................36

Configuration............................................................................................................................................37

About ACD/PBX Configuration............................................................................................................38
About Configuration Manager..............................................................................................................38

ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)

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