The Cisco Intelligent Contact Management (ICM) software is a distributed software application
that routes toll-free calls, web inquiries, and e-mail across geographically distributed contact
centers. A typical ICM system includes a number of computers located at different sites.

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 successful
installation of the ICM software.

The pre-installation documentation includes information on topics such as provisioning IXC
access, preparing ACDs, and determining the ICM datacom requirements.

For details on ICM software pre-installation planning refer to the Pre-Installation Planning
Guide for Cisco ICM Enterprise Edition.

Windows Planning and Staging

Understanding and planning for a supported Windows model is a critical task during the planning
phase of an ICM software deployment.

During this phase, you must document the specifications of the ICM system and then you must
accept them prior to the start of staging a new system. This System Design Specification must
include a detailed description and diagrams of the Windows Model for Active Directory and
DNS implementation.

For more information on Windows pre-installation requirements, refer to the Staging Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions and the SNMP Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions.

ICM Installation Guide for Cisco ICM Enterprise Edition Release 7.0(0)

Introduction

Pre-Installation Planning