Cisco Cisco Unified Contact Center Enterprise 8.5(1)
•
Verify that all processes, including all PIMs and CTI servers, are active (that is, all processes
start, duplexed routers load the configuration and synchronize, and all PIMs and CTI servers
are active).
start, duplexed routers load the configuration and synchronize, and all PIMs and CTI servers
are active).
•
Verify that the MSSQL server has started. Submit sample calls through all routing clients
and all call types. Use the Call Tracer tool in the ICM Script Editor to test router call handling
functionality.
and all call types. Use the Call Tracer tool in the ICM Script Editor to test router call handling
functionality.
Note: This test must be done prior to the ICM upgrade and after the ICM upgrade. Failures
should be addressed prior to integration.
should be addressed prior to integration.
Configuring ICM Software for Integration
To configure ICM software for the applications, you need to configure/install the following:
•
Media routing domains for appropriate media classes within ICM software
•
Media routing peripheral gateways (PGs) and peripherals
•
ECC (Expanded Call Context) variables
•
Application instance(s) and define them in ICM software
•
Agents (you can create agents either in ICM software or in the applications.
•
Connections to the CMS server using the Application tab of the CMS Control tool in the
ICM Admin Workstation folder
ICM Admin Workstation folder
•
Configuration work on the integrated applications
•
Skill group configuration using ICM Script Editor
•
Information to push to waiting Cisco Collaboration Server callers
Note: Although it is possible to create agents and skill groups on ICM and then enable them on
the application, it is recommended they be created from the application admin interface.
the application, it is recommended they be created from the application admin interface.
The following sections describe each of the preceding, their configuration and installation
instructions, and indicate the ICM configuration tool you need for each configuration. Refer to
a configuration tool’s online help if you have any questions.
instructions, and indicate the ICM configuration tool you need for each configuration. Refer to
a configuration tool’s online help if you have any questions.
Note: Before using the ICM configuration tools to perform each configuration process, if you
have more than one ICM instance you want to configure, open the AW Select tool in the ICM
Admin Workstation and select the ICM instance with which you want to work.
have more than one ICM instance you want to configure, open the AW Select tool in the ICM
Admin Workstation and select the ICM instance with which you want to work.
ICM Configuration Guide Cisco Unified ICM Enterprise 7.5(1)
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Chapter 9: Configuring ICM Software for Integrated Applications
Configuring ICM Software for Integration