Cisco Cisco IPCC Web Option Release Note

Peripheral Gateway node. In addition to establishing PG logical controller ID’s and Peripheral ID’s you 
must also configure the following the ICM Configuration tool: 

o 

On Call Manager PG – Name for Agent Desk Settings 

o 

On IPIVR PG – Name for Network Type 2 VRU (Also configure the Network VRU) 

o 

Media Routing PG - Name for an additional Network Type 2 VRU (Network VRU must also be 
configured) 

In order to properly run ICM Setup for the NICs and PG’s, the Logical and Peripheral ID numbers need to 
be pre-planned as they are required data elements to complete the Setup program. The ICM automatically 
generates ID numbers from the Explorer tools, so you need to set them up in the Explorers in the exact 
order they were planned in the ICM System Design Specification. 

If the ID numbers are not generated in the proper sequence, correct them in the Peripheral Gateway 
machines by re-running Setup locally. They must match what is in the ICM configuration database to the 
value in the PG’s registry, or the ICM CallRouter rejects the connection request. 

Additionally, if the customer plans to use agent level reporting, you need to set this up as well after the 
Peripheral is created in the ICM configuration database. Use the Agent Distribution Tool on the Admin 
Workstation to point the specific Peripheral (ACD that generates the agent stats) to the Admin 
Workstation’s  “Admin Site Name” for the AW that stores the real-time agent level reporting data. Also, 
you must set the Peripheral to enable “Agent Reporting” on the “Agent” tab in PG Explorer. 

You must set up Agent Level Reporting for each peripheral and they can all point to a central 
AW/WebView server to allow for sharing of the stats. However, a peripheral can only point to one AW. 

Refer to ICM System Design Specification, Connection Parameters Section, ICM Configuration Manager, 
Media Routing Domains Table and Application Instance List Table. 

1.  Start ICM Configuration Manager 

2.  Step-by-step/Multimedia/Media Routing Domains 

o 

Add Single Session Chat Domain 

o 

Add Multi-Session Chat Domain 

o 

Add Blended Collaboration Domain 

o 

Add E-mail Domain 

o 

Confirm or add Voice Domain 

3. Step-by-step/Multimedia/Application 

Instance 

o 

Add CCS instance 

o 

Add CEM instance 

Refer to ICM System Design Specification, Connection Parameters Section, CMS Control. 

1.  Open ICM Program Group 

2.  Start CMS Control Tool 

3. Application 

Tab 

4. Application 

Connection 

o 

Add CCS connection – example: icmcusccs1 

o 

Add CEM connection – example: icmcuscem1