Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

NICs and PGs; peripherals, trunk groups, peripheral targets,
skill targets; regions; announcements; application gateways.

Dialed numbers, labels, call types, scripts, scheduled
targets, and network VRU scripts.

Note: No special security is applied at the customer level. Any Admin Workstation user with
access to an instance can choose to view data for any or all customers in that instance. However,
you can set up WebView or Quick Edit users who have access to only the data for a specific
customer.

Customer Types

You can use the customer concept to support multiple independent organizations with a single
ICM instance rather than assigning a separate instance to each organization. However, customers
that share an instance have more limited capabilities than a customer using a full instance. The
following table summarizes the abilities of these two customer types.

Scheduled targets only

Monitored targets (skill groups, agents, and services) and
scheduled targets

Percent allocation routing and scheduled targets
routing only

Full routing capabilities based on Longest Available Agent,
Minimum Expected Delay, and so forth

No dedicated Peripheral Gateways

Dedicated Peripheral Gateways

Quick Edit or WebView access only

Admin Workstation, Quick Edit, and/or WebView access

Limited script modifications through Advanced
Services Terminal

Full configuration, scripting, and administration capabilities

Note that all configuration and scripting for a shared instance customer must be performed by
the service provider that manages the instance. The customers themselves can only perform
Quick Edits within a script.

Before You Install an ICM Component

Before you install ICM software, the computers must have the Microsoft Windows operating
system—including SNMP and (for Windows 2003) WMI—and, for some components, Microsoft
SQL Server database management software installed.

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