Cisco Cisco Administrative Workstation Installation Guide

This manual deals with Cisco ICM Enterprise Edition. For IP Contact Center 
Enterprise Edition, see the relevant documentation.

The Cisco Intelligent Contact Management (ICM) software is a distributed 
application that routes telephone calls, web inquiries, and e-mail across 
geographically distributed contact centers. A typical ICM system includes a 
number of computers located at different sites. A small ICM system might have 
computers at two or three sites. A larger system might have computers at 20 sites 
or more.

Because the ICM software works with different types of contact center equipment 
and sometimes one or more carrier networks, some pre-installation planning is 
necessary to ensure that the ICM installation process proceeds smoothly and on 
schedule.

This chapter provides an overview of the ICM pre-installation planning process. 
It also contains a pre-installation planning document roadmap, which suggests an 
order in which tasks might be started.

The ICM pre-installation planning process involves coordinating and scheduling 
several tasks so they are completed in time for the arrival of the ICM PC 
platforms. You typically need to make preparations at each site that is to contain 
ICM components.