Cisco Cisco Unified Contact Center Enterprise 9.0(2) Release Note
Enterprise ICM Dedicated Forest/Domain Model
Step 34.
Start PG, CTI and CTIOS Services
Once the ICM configuration database is set up with the appropriate peripherals, you can start the PG
services from the Cisco Service Control application on the desktop of the PG. If the local peripheral
(ACD/IVR/etc.) is not available to connect to the PG, disable it in the PG setup. Testing at this level only
proves that the PG communications layer is set up properly and that it can communicate with the
CallRouters and obtain configuration information.
services from the Cisco Service Control application on the desktop of the PG. If the local peripheral
(ACD/IVR/etc.) is not available to connect to the PG, disable it in the PG setup. Testing at this level only
proves that the PG communications layer is set up properly and that it can communicate with the
CallRouters and obtain configuration information.
For this example, the BA Dialer, Media Blender and E-Mail Manager PIM’s are enabled on the MR PG.
The Call Manager and IPIVR PIM’s on the Generic PG remain disabled until the Call Manager and IPIVR
peripherals are available during the implementation phase of the project.
The Call Manager and IPIVR PIM’s on the Generic PG remain disabled until the Call Manager and IPIVR
peripherals are available during the implementation phase of the project.
Verify that the ICM Processes have no errors:
o
CallRouters:
o
Router: UP and synchronized with peer
o
Ccagent: connected to all configured peripheral gateways
o
Rtsvr: feed activated to AW
o
Loggers:
o
Logger: connected to its respective database and synchronized with peer. MDS is in
service
service
o
Replication: connected to AW
o
Campaign Manager: [you see errors, no BA Dialer is setup at this time]
o
Admin Workstation:
o
Updateaw: displays “waiting for new work”
o
Iseman: listen thread waiting for client connection
o
Replication: replication and recovery client connection initialized
o
Cms_jserver: cmsnode.exe process is active. CEM and CCS connection down
o
Cmsnode: initialization complete
o
Peripheral Gateways:
o
Generic (IPCC & VRU) PG
Mdsproc: inservice
Pgagent: inservice and active to one side of central controller
[peripheral] PIMs: disabled on node form. PIM windows do not exist
Pgagent: inservice and active to one side of central controller
[peripheral] PIMs: disabled on node form. PIM windows do not exist
o
MR PG
Mdsproc: inservice
Pgagent: inservice and active to one side of central controller
[peripheral] PIMs: enabled in setup and therefore, is cycling between activating
Pgagent: inservice and active to one side of central controller
[peripheral] PIMs: enabled in setup and therefore, is cycling between activating
and idle
o
CTI Server:
o
Cg[#]ctisvr: active with configured port number
o
CTIOS Server:
o
Ctios Server: active with configured port number – driver online
o
Ctidriver: active
Step 35.
Install and Start Blended Agent Dialer
1. Configure the Blended Agent Dialer in the ICM Configuration Manager. Open Configuration
Manager > Blended Agent > Blended Agent Dialer.
2. Retrieve and click ADD.
o
Enter the Dialer Name – example: ba1_dialer.
o
Check the “enable” box.
o
Enter Computer Name where the Blended Agent Dialer is installed – example: icmcusba1.
o
From ICM Peripheral Name menu, select the name of the Blended Agent PIM on the MR PG –
example: BA1.
example: BA1.
o
Enter the data in the local area code field even if this is reconfigured later for the production
environment. Click save and close.
environment. Click save and close.
3. Validate that the Blended Agent option is enabled on the Logger.
Release 6.0(0) Staging on Windows 2000
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