Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente

Describes how to install and configure the ICM components 

that are used for the Cisco IP Contact Center (IPCC) solution. 

This manual includes installation and configuration 

instructions for the ICM components used in an IPCC solution. 

It also includes information on configuration requirements for 

other IPCC components that interface with the ICM software, 

including the Cisco CallManger, Cisco IP-IVR and Cisco Agent 

Desktop/Cisco Supervisor Desktop.

Describes tasks and concepts required for day-to-day 

operation of an IPCC contact center. This guide includes 

information for multichannel options as well as voice. 

Describes tasks and concepts required for day-to-day 

operation of an ACD contact center. 

Documents how data is organized in the databases for the 

Cisco Intelligent Contact Management (ICM) software. The 

databases contain tables. Each table defines a set of columns 

or fields. Each record or row in the database has one value for 

each column. This manual describes the tables and their 

columns. The WebView reports access their data from these 

tables.

Describes how to upgrade ICM software.

Provides information to help you understand how reporting 

data is generated and how to interpret reporting data in an 

IPCC Enterprise Environment. This guide also explains the 

implications of configuration and scripting on reporting data, 

enabling you to plan and deploy your IPCC Enterprise system