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IPCC Lab Guide

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Cisco ICM Software Internet Protocol Contact Center (IPCC) Laboratory Guide

Cisco ICM Software, Version 5.0

Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 U.S.A. http://www.cisco.com Tel: 408 526-400 800 553-NETS (64387) Fax: 408 526-4100

Cisco ICM Software IPCC Laboratory Guide, ICM Version 5.0Copyright 2003, Cisco Systems, Inc. All rights reserved. CCIP, CCSP, the Cisco Arrow logo, the Cisco Powered Network mark, the Cisco Systems Verified logo, Cisco Unity, Follow Me Browsing, FormShare, iQ Breakthrough, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, Networking Academy, ScriptShare, SMARTnet, TransPath, and Voice LAN are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, The Fastest Way to Increase Your Internet Quotient, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherSwitch, Fast Step, GigaStack, Internet Quotient, IOS, IP/TV, iQ Expertise, LightStream, MGX, MICA, the Networkers logo, Network Registrar, Packet, PIX, Post-Routing, PreRouting, RateMUX, Registrar, SlideCast, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0301R)

Cisco ICM Software IPCC Laboratory Guide

Table of ContentsAbout This Guide ......................................................................................1 Audience............................................................................................. 1 Document Structure ............................................................................. 1 Related Documentation ......................................................................... 2 Obtaining Documentation ...................................................................... 2 Documentation Feedback ...................................................................... 3 Obtaining Technical Assistance............................................................... 4 Introduction .............................................................................................5 Hardware Components.......................................................................... 5 Software Components........................................................................... 6 Requirements ...................................................................................... 1 SETTING UP THE LABORATORY .....................................................................4 In the IPCC Lab ................................................................................... 4 Software Installation Tips ...................................................................... 4 Checklist of Tasks ................................................................................ 6 Installing an ICM Sprawler.....................................................................12 CallRouter Installation..........................................................................12 Logger Installation ..............................................................................13 Admin Workstation Installation..............................................................13 Adding a Generic Peripheral Gateway With PIMs ......................................14 CTI Server Installation .........................................................................15 Installing the JTAPI Client .....................................................................16 Alternative Lab Setup.............................................................................18 CONFIGURING THE SOFTWARE COMPONENTS ............................................19 Sample Values........................................................................................20 CallManager Configurations ...................................................................23 IP Phones...........................................................................................23 CTI Route Points .................................................................................27 CTI Ports ...........................................................................................29 JTAPI Users ........................................................................................31 Setting the Phone Configuration ............................................................34 Blended Agent Port Devices ..................................................................35 i

Cisco ICM Software IPCC Laboratory Guide CallManager Configuration Checklist.......................................................36 IP-IVR Configurations ............................................................................37 Directory Profile ..................................................................................38 JTAPI User .........................................................................................42 CTI Port Groups ..................................................................................43 CTI Route Points .................................................................................45 ICM Subsystem...................................................................................46 VRU Scripts ........................................................................................48 Application Engine...............................................................................49 IP-IVR Configuration Checklist ..............................................................50 ICM Software Configurations .................................................................51 Network VRU ......................................................................................52 Agent Desk Settings ............................................................................54 CallManager PG and CallManager Peripheral ............................................55 IP-IVR Peripheral ................................................................................57 Network Trunk Groups .........................................................................59 Trunk Groups .....................................................................................61 Dialed Numbers ..................................................................................62 Services.............................................................................................63 Skill Groups........................................................................................65 Service Members.................................................................................66 Persons .............................................................................................68 Agents...............................................................................................69 Skill Group Members............................................................................70 Routes...............................................................................................71 Device Targets....................................................................................72 Labels ...............................................................................................74 Call Types ..........................................................................................75 Network VRU Scripts............................................................................77 CTI OS Related Configurations ..............................................................78 Blended Agent ....................................................................................79 ICM Configuration Checklist ..................................................................82 CTI Object Server Configurations ..........................................................83 ODBC User .........................................................................................83 ODBC File Data Source Name................................................................85 CTI OS Server ....................................................................................86 CTI OS Agent Desktop .........................................................................87 CTI OS Supervisor Desktop...................................................................88 ICM Service Control.............................................................................89 Multichannel Configurations...................................................................90

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Cisco ICM Software IPCC Laboratory Guide Media Routing Peripheral Gateway .........................................................90 Media Routing Domains........................................................................94 Application Instances ...........................................................................95 Administration Connections ..................................................................96 ICM Admin Workstation........................................................................96 Collaboration Server ............................................................................97 E-Mail Manager ...................................................................................97 Multichannel Agents ............................................................................99 Multichannel Skill Groups ............................................................

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