Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

are stored in the same Advanced Services ICM database, but the reporting and scripting tools
will make sure that a specific customer only has access to his own data. Since Advanced Services
customers do not have ACD and Peripheral Gateways there are no configuration elements like
peripherals, services, skill groups, and so forth.

No special security is applied at the customer level. Any Administration & Data Server user
with access to the Advanced Services ICM instance can choose to view data for any or all
customers in that instance. So the Service Provider can use the Administration & Data Server
to administer the Advanced Services ICM as any other ICM instance. Advanced Services
customers must only have access to their data using WebView, Unified IC, and Internet Script
Editor. These tools will prevent a customer from accessing other customer data. This is achieved
by having a user login with a personal userid and password. The user ID is tied to a specific
customer and WebView, Unified IC, and Internet Script Editor will only expose this customer's
data. Each individual user also has a profile, called a Feature Set, that determines his or her
access rights in detail.

The following table provides an overview of the tools used by the Service Provider and the
end-customer for day-to-day management tasks.

N/A

Configuration Manager

Configuration

Internet Script Editor in full edit mode

Administration & Data Server Script
Editor

New scripts

Internet Script Editor in full edit mode

Administration & Data Server Script
Editor

Structural script changes

Internet Script Editor in quick edit
mode

Administration & Data Server Script
Editor

Changing script parameters

WebView and Unified IC, using Call
Type reporting

WebView and Unified IC, using Call
Type reporting and scheduling,
exporting and e-mail options

Defining and running report based on
existing template

N/A

Using Sybase InfoMaker to define new
Call Type templates

Defining custom reporting template

Setup and Configuration of an Advanced Services ICM Instance

The following steps are required to setup and configure an Advance Services ICM instance.
These steps assume that a NAM has been setup with at least one Network VRU connected to
it.

•

Install a new ICM instance.

This includes installing a Logger, Router with INCRP NIC and one or more Administration
& Data Servers (Administration & Data Server instances) for the Service Provider to manage
the service. Do not configure or install any Peripheral Gateways (PGs), since they are not
used by Advanced Services.

Setup and Configuration Guide for Cisco Unified Contact Center Hosted Release 9.0(1)