Cisco Cisco IP Contact Center Release 4.6.1 설치 가이드

Customers who want to run ICM on a Windows operating system which is not localized in one
of these languages, but who want to use the DD/MM/YYYY date format, must select UK
English, France French, German, or Spanish as the AW Setup language.

Note: The character set used in ICM 7.0(0) databases is determined by the collation designator
of SQL 2000 Server. ICM 7.0(0) supports the following Collation Designators: Latin1, Japanese,
Chinese_PRC, and Korean_Wansung. ICM 7.0(0) supports ASCII characters only—except for
the Agent Names, Description, and Reason Code fields. Validation rules do not apply to these
three fields. This means that a supervisor running a report in English, based on data from a call
center in Japan, sees reporting data in English except for these three fields, which would appear
in Japanese. Data is stored in the AW and HDS databases in native character sets.

Click Next.

If you selected Real-time Distributor in the Admin Workstation Configuration section, the
Real-time Distributor Node Properties dialog box opens.

If you selected Client (No Real-time Distributor) in the Admin Workstation Configuration
section, the Admin Workstation Client Properties dialog box opens.

For AW Select, 

. For the Real-time Distributor

Node Properties dialog box, 

. For

the Admin Workstation Client Properties dialog box, 

.

How to Set Real-time Distributor Node Properties

The Real-time Distributor Node runs as a Windows service and manages several ICM processes
(including the local Logger process, real-time client, and real-time distributor).

In the Real-time Distributor Node Properties dialog box, you can choose to have the Node
Manager start automatically each time you start the computer. If you do not choose the Auto
start option then you must start the Node Manager manually before you can use the ICM tools.

Note: Set the Auto Start feature only after your ICM installation is otherwise complete. The
server may need to be rebooted a number of times during installation, and problems could occur
if the node starts before patches and/or databases are applied.

Agent Re-skilling (an IPCC-only feature) allows a supervisor to change the skill groups assigned
to an agent and have that change become effective immediately (otherwise the re-assignment
becomes effective only after the agent logs out and then logs back in). Check Agent Re-skilling
Web Tool if you want this feature and the tool that is used in association with this feature. Refer
to the tool's online help for operating instructions. (Checking Agent Re-skilling Web Tool
automatically checks CMS Node—see below.)

Note: IIS must be installed in order to enable Agent Re-skilling.

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