Cisco Cisco Administrative Workstation Installation Guide
C H A P T E R
2-1
Cisco ICM Enterprise Edition Pre-installation Planning Guide Release 6.0(0)
2
ICM Enterprise Edition Overview
In the initial phase of pre-installation planning, you need to become familiar with
the ICM system and understand how it fits into your contact center enterprise. You
can then determine which products and components you want to deploy in an ICM
virtual contact center.
the ICM system and understand how it fits into your contact center enterprise. You
can then determine which products and components you want to deploy in an ICM
virtual contact center.
In this chapter, complete the following pre-installation tasks:
•
Determine the role of the ICM software in your enterprise. Understand
how the ICM software fits into the contact center enterprise and carrier
networks.
how the ICM software fits into the contact center enterprise and carrier
networks.
•
Choose ICM products. Will your system be a complete Pre-Routing and
Post-Routing system? Will you have other options such as ICM Gateway
SQL, Cisco CTI, or IVR?
Post-Routing system? Will you have other options such as ICM Gateway
SQL, Cisco CTI, or IVR?
How the ICM Software Works
The ICM Enterprise Edition works with your contact center equipment and the
IXC carrier network to create a virtual contact center. In the virtual contact center
model, multiple distributed contact centers are linked to form one contact center
enterprise. The agents within the contact center enterprise become members of a
single team that is capable of servicing customer contacts throughout the
enterprise.
IXC carrier network to create a virtual contact center. In the virtual contact center
model, multiple distributed contact centers are linked to form one contact center
enterprise. The agents within the contact center enterprise become members of a
single team that is capable of servicing customer contacts throughout the
enterprise.