Cisco Cisco Unified Contact Center Enterprise 9.0(2) Release Note

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 the ICM System Design Specification, Connection Parameters Section, CMS Control. 

1.  Open the ICM Program Group 

2.  Start the CMS Control Tool 

3.  Click the Application Tab 

4.  On the Application Connection: 

o 

Add CCS connection – example: icmcusccs1 

o 

Add CEM connection – example: icmcuscem1 

Complete the setup on all Peripheral Gateways (see 

). 

Cisco provides specific hot fixes to major releases and service packs of the ICM software to address 
service-impacting issues.  You can download hot fixes from Cisco’s Web site (

should apply them after the initial load of the software.  The hot fix installation process only applies to 
fixes required for the specific software module (CallRouter, Logger, type of PG, etc.) 

Complete the setup from the ICM media (see 

). 

You must create an ODBC connection – see the CTI OS System Manager Guide 

o 

The connection is between the CTIOS Server and any ICM database with agent information. It is 
recommended that you make the connection to the Logger database. 

o 

Make a note of the ODBC filename that is created and which is to be used during the CTI OS 
Server Setup. 

Complete the Setup on the CTIOS Server from the respective ICM Node Form, which identifies all values 
and non-default settings used in setup. 

You can download hot fixes from Cisco’s Web site (http://www.cisco.com/) and should apply them after 
the initial load of the software.  The hot fix installation process applies fixes required for the specific 
software module (CallRouter, Logger, type of PG, etc.).