Cisco Cisco Unified Contact Center Express 9.0(1) Manual Técnico

Introduction
 Prerequisites
      Requirements
      Components Used
      Conventions

Configure ICD on CRA 2.2(1)
      Add a New User/Agent
      Associate a Phone with an Agent
      Add a CTI Port
      Add a CTI Route Point
      Add a JTAPI User for CTI Components
      Create a Resource Manager
      Create the JTAPI User Account
      Create the Application's CTI Port Group
      Create the RM User
      Add a Resource Group
      Add an Event Service Desk
      Assign a Name to the Application
      Verify Engine Operation
      Install the Agent Desktop
 Verify
 Troubleshoot
 Related Information

Interactive Call Distribution (ICD) is an application that runs on Cisco CallManager to offer queuing and
dispatch services for a call center or help desk environment. ICD can be used as part of IP Contact Center
(IPCC), but IPCC is not required to use ICD. In normal use, agents log into ICD using an application on their
PC that signals Cisco CallManager that they are ready to accept calls from a shared call in number. This
document provides step−by−step ICD configuration instructions.

This document assumes that the directory configuration has been done and the Application Server has access
to the Lightweight Directory Access Protocol (LDAP) directory.

The information in this document is based on these software and hardware versions:

Cisco CallManager 3.1

• 

CRA 2.2

•