Cisco Cisco Administrative Workstation User Guide

Audience

This document is intended for anyone who plans to install, configure, and maintain an ARI
deployment by adding an Agent Routing Service Peripheral Gateway (an ARS PG) to their
Unified ICM Enterprise system.

Organization

In addition to this Preface, this guide contains five chapters and an index.

 explains the concept and the advantages of an ARI deployment and lists

supported and unsupported features.

 gives an overview of the Unified ICM architecture and how an ARI

deployment fits into that architecture.

 covers installation for an ARI Deployment and what parameters to set for

ARI in Configuration Manager.

 discusses Queuing, Routing, and Reporting with an ARI Deployment.

 explains agent and supervisor desktops and call control.

Related Documentation

 (http:/

/www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html)

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