Cisco Cisco Administrative Workstation User Guide

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About ACD/PBX Configuration

The configuration on the ACD/PBX varies per ACD/PBX. For the Avaya, it includes
configuration of:

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One or more ASAI links

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Agent devices (stations)

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One and only one agent skill group that all agents log in to

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Feature access codes for the hard phones, if used

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VDN and vectors used for the Service Control Interface: call treatment, post-routing, queuing,
and other processing of calls

It is important to keep your ICM configuration aligned with your ACD/PBX configuration.
Changes and additions, such as those to agents and agent telephones, need to match.

See the appropriate System Manager Guide Supplement for details on ACD/PBX configuration.

About Configuration Manager

Configuration that you perform for Unified ICM is done from Configuration Manager.
Configuration Manager is a utility on all Admin Workstations that you use to add, save, and
edit configuration settings.

To access the Configuration Manager, at an Admin Workstation, select Start > Programs >
ICM > Admin Workstation > Configuration Manager.

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