Cisco Cisco IPCC Web Option Installation Guide
Admin Workstation Setup
Before Installing an Admin Workstation
The Admin Workstation (AW) is the human interface to the ICM software. It serves as a control
console from which you can monitor agent and contact center activity and change how the ICM
software routes contacts. For example, you can use the Admin Workstation to configure the
ICM contact center data and to create routing scripts. Admin Workstations can be located
anywhere, as long as they have LAN, WAN, or dial-up connections to the ICM software. There
are two AW options, Real-time Distributor and Client; these options are discussed below.
console from which you can monitor agent and contact center activity and change how the ICM
software routes contacts. For example, you can use the Admin Workstation to configure the
ICM contact center data and to create routing scripts. Admin Workstations can be located
anywhere, as long as they have LAN, WAN, or dial-up connections to the ICM software. There
are two AW options, Real-time Distributor and Client; these options are discussed below.
Before you install the Admin Workstation (AW) software, the following must have been done
on the computer:
on the computer:
•
Installed Microsoft Windows operating system (for version specifics refer to the Cisco
Intelligent Contact Management Software Release 7.0(0) Bill of Materials)—including SNMP
and (for Windows 2003) WMI.
Intelligent Contact Management Software Release 7.0(0) Bill of Materials)—including SNMP
and (for Windows 2003) WMI.
•
Installed Microsoft SQL Server database, if it is not a Client AW (for version specifics refer
to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials).
to the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials).
•
Set up the Windows Active Directory services for ICM software.
•
Set up at least one ICM instance.
•
If you plan to install WebView, be aware that it can be installed only on a machine where
there is a Primary, HDS-enabled, Real-time Distributor AW, or on its own machine.
there is a Primary, HDS-enabled, Real-time Distributor AW, or on its own machine.
For information on installing WebView, see the WebView Installation and Administration
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
Admin Workstations (AWs) may be part of the Central Controller domain or in another
domain. If the AW is in another domain, you must establish a two-way trust relationship
between the AW and Central Controller domain.
domain. If the AW is in another domain, you must establish a two-way trust relationship
between the AW and Central Controller domain.
ICM Installation Guide for Cisco ICM Enterprise Edition Release 7.0(0)
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Chapter 4