Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação
C H A P T E R
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Advanced Services
Advanced Services allows service providers to offer call center routing services to end-customers independent
of any end-customer equipment, such as ACDs, PBXs, key systems or even simple analogue phone lines.
This section describes how to setup and administer an Advanced Services instance. For the relation between
Customer Concept and Advanced Services, see Chapter 4,
of any end-customer equipment, such as ACDs, PBXs, key systems or even simple analogue phone lines.
This section describes how to setup and administer an Advanced Services instance. For the relation between
Customer Concept and Advanced Services, see Chapter 4,
Customer Concept, on page 41
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Introduction
There is a special ICM instance that is used for Advanced Services. The Advanced Services ICM is a
multi-customer instance. A single Advanced Services ICM can support large numbers of customers. Advanced
Services customers have web-based tools to control and manage their call routing, specifically WebView and
Unified IC for reporting and Internet Script Editor for call routing.
multi-customer instance. A single Advanced Services ICM can support large numbers of customers. Advanced
Services customers have web-based tools to control and manage their call routing, specifically WebView and
Unified IC for reporting and Internet Script Editor for call routing.
An Advanced Services ICM is an ICM instance just like any other, but it is configured differently. This means
that a CICM complex can run a single Advanced Services ICM and a maximum of 24 CICMs. However, for
performance reasons it is desirable to run an Advanced Services ICM on its own dedicated hardware.
that a CICM complex can run a single Advanced Services ICM and a maximum of 24 CICMs. However, for
performance reasons it is desirable to run an Advanced Services ICM on its own dedicated hardware.
To support multiple subscribers on the same Advanced Services ICM, Advanced Services has a particular
concept of a customer. A customer is an organization that uses Unified ICM to manage its call center. Each
customer has its own configuration elements, such as dialed numbers, labels, call types, scripts, VRU scripts
and scheduled targets. All these configuration elements 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.
concept of a customer. A customer is an organization that uses Unified ICM to manage its call center. Each
customer has its own configuration elements, such as dialed numbers, labels, call types, scripts, VRU scripts
and scheduled targets. All these configuration elements 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
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
Setup and Configuration Guide for Cisco Unified Intelligent Contact Management Hosted Release 9.0(1)
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