Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía De Instalación

such as e-mail, fax, Web-collaboration, Internet-chat or voice. When the ICM software receives
a new task request from the application, the ICM runs a pre-defined ICM script to determine
how to handle the task. As a result of the execution of the ICM script, ICM sends an instruction
to the application to do one of the following:

•

Execute an application script that is stored on the application server, and return the application
script execution result to ICM. ICM then tries to find a best available agent that has the
matching skill within the enterprise, and assigns this agent to this task.

•

Handle the new task with an ICM determined best available agent that has the matching skill
within the enterprise.

In the MediaRouting Configuration dialog box, to put the PIM into service, check the Enabled
option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway
is running.

In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use
the PG Explorer tool to view the Peripheral name).

In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the
Configuration Manager (use the PG Explorer tool to view the Peripheral ID).

In Application Hostname (1), enter the host name or the IP address of the application server
machine (Collaboration Server or E-Mail Manager). If using the host name, the name must be
in the hosts file.

In Application Connection Port (1), enter the port number on the application server machine
that the PIM will use to communicate with the application.

Note: If you are configuring the PIM for the Cisco ICM E-Mail Manager option, use 1600 for
the connection port number. For the Cisco ICM Collaboration Server option, use the default of
2000. This also applies for the application connection port (2).

If two applications will interface with the ICM software, in Application Hostname (2), enter
the host name or the IP address of the second application server machine (Collaboration Server
or E-Mail Manager). If using the host name, the name must be in the hosts file.

If two applications will interface with the ICM software, in Application Connection Port (2),
enter the port number on the second application server machine that the PIM will use to
communicate with the application.

In Heartbeat Interval (seconds), specify how often the PG will check its connection to the
application server. The default value is usually appropriate.

In Reconnect Interval (seconds), specify how often the PG will try to re-establish a lost
connection to the application server. The default value is usually appropriate.

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