ICM Setup and Installation Guide Cisco Unified ICM/Contact Center Enterprise & Hosted

7.5(1)

November 2011

Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0833

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED "AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to http://www.cisco.com/go/trademarks CCVP, the Cisco logo, and Welcome to the Human Network are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar, Aironet, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networkers, Networking Academy, Network Registrar, PIX, ProConnect, ScriptShare, SMARTnet, StackWise, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Third-party trademarks mentioned 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. (1110R) Copyright 2011 Cisco Systems, Inc. All rights reserved.

Table of Contents
Preface ...........................................................................................................................................................1 Purpose .....................................................................................................................................................1 Audience ....................................................................................................................................................1 Organization ..............................................................................................................................................1 Related Documentation .............................................................................................................................2 Conventions................................................................................................................................................2 Obtaining Documentation and Submitting a Service Request...................................................................3 Documentation Feedback...........................................................................................................................3 1. About ICM Components, Instances, and Customers..................................................................................5 The ICM Components................................................................................................................................5 Duplexed Components...............................................................................................................................6 Communication Between Components......................................................................................................6 Instances, Customers and Components....................................................................................................6 Customer Types..........................................................................................................................................7 2. ICM Installation Prerequisites.....................................................................................................................9 Pre-Installation Planning.............................................................................................................................9 Hardware and Third-Party Software Compatibility List...............................................................................9 Windows Planning and Staging................................................................................................................10 Before You Install an ICM Component .....................................................................................................10 SQL Server...............................................................................................................................................11 Windows Monitoring Tools........................................................................................................................11 3. ICM and Security.......................................................................................................................................13 Security Considerations...........................................................................................................................13 Cisco Security Agent (CSA).....................................................................................................................13 Secure Socket Layer (SSL)......................................................................................................................14 ICM Security Hardening...........................................................................................................................14 Windows Firewall Service.........................................................................................................................14 How to Deploy the Windows Firewall Configuration Script.......................................................................15 4. Using the ICM Setup Program..................................................................................................................17 About the ICM Setup Program.................................................................................................................17 About ICM Component Installation Order.................................................................................................17 How to Begin the Installation Process......................................................................................................18 Cisco ICM Setup Dialog Box....................................................................................................................18 Post-Installation Setup .............................................................................................................................19 Installing Multiple Components.................................................................................................................20 How to Add an Instance ..........................................................................................................................20 How to Edit an Instance............................................................................................................................21 How to Delete an Instance.......................................................................................................................21 How to Install a Component.....................................................................................................................22 About the Domain Manager......................................................................................................................22 About Upgrade All ...................................................................................................................................24 ICM Component Selection Dialog Box.....................................................................................................24 5. CallRouter Setup.......................................................................................................................................27 About the CallRouter................................................................................................................................27 How to Add a Router Component.............................................................................................................27 How to Set Router Properties...................................................................................................................28
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How to Set Router Component Properties...............................................................................................29 How to Set Device Management Protocol Properties..............................................................................29 How to Set Additional Peripheral Gateway Devices.................................................................................31 How to Set Central Controller Network Interfaces....................................................................................32 How to Set the QoS Feature for the Router Private Interfaces.................................................................33 How to Set the QoS Feature for the Router Visible Interfaces..................................................................34 How to Complete CallRouter Setup..........................................................................................................35 6. Logger Setup.............................................................................................................................................37 About the Logger......................................................................................................................................37 How to Add a Logger Component............................................................................................................38 How to Set Logger Properties..................................................................................................................38 How to Set NAM Properties.....................................................................................................................39 How to Set Logger Component Properties...............................................................................................40 How to Set Network Interface Properties.................................................................................................42 How to Set the Phone Home Configuration .............................................................................................42 How to Set the Outbound Option Configuration.......................................................................................43 How to Set the Purge Configuration.........................................................................................................43 How to Complete Logger Setup...............................................................................................................44 Creating the Central Database.................................................................................................................44 7. Admin Workstation Setup..........................................................................................................................45 About the Admin Workstation...................................................................................................................45 How to Add an Admin Workstation Component.......................................................................................47 How to Set Admin Workstation Properties...............................................................................................47 How to Set Real-time Distributor Node Properties...................................................................................48 How to Set Real-Time Distributor Properties...........................................................................................49 How to Configure Remote WebView Server(s)........................................................................................51 How to Set Admin Workstation Client Properties.....................................................................................51 How to Complete Admin Workstation Setup.............................................................................................52 Admin Workstation Databases.................................................................................................................52 8. WebView Setup.........................................................................................................................................53 How to Add a WebView Component........................................................................................................53 How to Set WebView Node Properties.....................................................................................................54 How to Change a Jaguar Password.........................................................................................................54 How to Change a Servlet Exec Password................................................................................................55 9. Peripheral Gateway Setup.........................................................................................................................57 About the Peripheral Gateway..................................................................................................................57 How to Make PG Configuration Changes.................................................................................................58 How to Enable Device Management Protocol Connections.....................................................................58 How to Add a Peripheral Gateway Component........................................................................................59 How to Set Peripheral Gateway Properties..............................................................................................59 How to Set Peripheral Gateway Component Properties...........................................................................60 How to Set MDS and DMP Properties.....................................................................................................62 How to Set Device Management Protocol Properties..............................................................................62 How to Set Peripheral Gateway Network Interfaces.................................................................................63 How to Set the QoS Feature for the PG Private Interfaces......................................................................64 How to Set the QoS Feature for the PG Visible Interfaces.......................................................................65 How to Complete Peripheral Gateway Setup...........................................................................................65 How to Add Peripheral Interface Managers..............................................................................................66 How to Configure the ACP1000 PIM........................................................................................................67

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How to Configure the Agent Routing Services (ARS) PIM.......................................................................67 How to Configure the Alcatel A4400 PIM.................................................................................................68 How to Configure the Aspect PIM (using Event Link)...............................................................................68 How to Configure the Aspect PIM (not using Event Link).........................................................................69 How to Configure Automated Administrator for Symposium (AAS)..........................................................70 How to Configure the Avaya DEFINITY PIM (not using MAPD)...............................................................71 How to Configure the Avaya DEFINITY PIM (using MAPD).....................................................................72 How to Configure the CallManager PIM...................................................................................................73 How to Configure the DMS-100 PIM........................................................................................................73 How to Configure the Expert Advisor PIM................................................................................................75 How to Configure the G2 PIM...................................................................................................................75 How to Configure the Galaxy PIM............................................................................................................76 How to Configure the IPCC Enterprise Gateway PIM..............................................................................76 How to Configure the IPCC Express Gateway PIM..................................................................................77 How to Configure the IPCC System PIM..................................................................................................78 How to Configure the MD110 PIM............................................................................................................78 How to Configure the MediaRouting PIM.................................................................................................79 How to Configure the Meridian PIM..........................................................................................................80 How to Configure the NEAX2400 PIM......................................................................................................82 How to Configure the NonVoiceAgent PIM...............................................................................................83 How to Configure the Rolm 9005 PIM......................................................................................................83 How to Configure the Siemens Hicom PIM..............................................................................................84 How to Configure the Spectrum PIM........................................................................................................84 How to Configure the Symposium PIM.....................................................................................................85 How to Configure the VRU PIM................................................................................................................86 10. CTI Server Setup....................................................................................................................................87 About the CTI Server................................................................................................................................87 How to Add a CTI Server Component......................................................................................................87 How to Set CTI Server Properties............................................................................................................88 How to Set CTI Server Component Properties........................................................................................88 How to Set CTI Server Network Interface Properties...............................................................................89 How to Complete CTI Server Setup.........................................................................................................89 11. Network Interface Controller Setup.........................................................................................................91 About the Network Interface Controller....................................................................................................91 How to Create Necessary Configuration Records....................................................................................91 How to Configure the AT&T NIC...............................................................................................................92 How to Configure the AUCS INAP NIC....................................................................................................92 How to Configure the CAIN NIC...............................................................................................................93 How to Configure the CRSP NIC..............................................................................................................93 How to Configure the CWC NIC...............................................................................................................94 How to Configure the GKTMP NIC...........................................................................................................94 How to Configure the ICRP NIC...............................................................................................................95 How to Configure the INCRP NIC............................................................................................................95 How to Configure the MCI NIC.................................................................................................................95 How to Configure the Nortel NIC..............................................................................................................96 How to Configure the NTL NIC.................................................................................................................96 How to Configure the Sprint NIC..............................................................................................................96 How to Configure the SS7IN NIC.............................................................................................................96 How to Configure the Stentor NIC............................................................................................................97 How to Configure the TIM INAP NIC........................................................................................................97

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12. CompuCall Server Gateway Setup.........................................................................................................99 About the CompuCALL Server Gateway..................................................................................................99 How to Add a CompuCALL Server Gateway Component........................................................................99 How to Set CompuCALL Server Gateway Properties..............................................................................99 How to Manage CompuCALL Server Gateway Component Properties.................................................100 How to Set CompuCALL Server Properties...........................................................................................100 How to Configure an ACD Link...............................................................................................................101 How to Configure a Session...................................................................................................................102 How to Configure an Application............................................................................................................103 How to Configure an Application X.25 Link............................................................................................103 How to Check Setup Information............................................................................................................104 13. ICM Network Gateway Setup................................................................................................................105 About the ICM Network Gateway...........................................................................................................105 How to Set ICM Network Gateway Properties........................................................................................105 How to Set Network Connections for the Network Gateway..................................................................106 14. Aspect Application Bridge Server Setup...............................................................................................107 About the Application Bridge Server......................................................................................................107 How to Add an Application Bridge Server Component...........................................................................107 How to Set Application Bridge Server Properties...................................................................................108 How to Manage Application Bridge Server Applications........................................................................108 How to Set Application Properties..........................................................................................................109 15. MEI Server Setup..................................................................................................................................111 About the MEI Server.............................................................................................................................111 How to Set MEI Server Node Properties................................................................................................111 How to Set MEI Server Properties.........................................................................................................112 16. Outbound Option Dialer Setup..............................................................................................................113 About the Outbound Option Dialer.........................................................................................................113 How to Set Outbound Option Dialer Properties......................................................................................113 How to Set Outbound Option Dialer Properties......................................................................................113 17. Localizing WebView and Script Editor...................................................................................................115 Supported Languages............................................................................................................................115 Installing the Language Pack..................................................................................................................116 Installing the Language Pack on an English Windows 2003 Server..................................................117 Adjusting the WebView Date Format......................................................................................................117 Finding the User Name of the Jaguar Server....................................................................................118 Finding the Security ID (SID) of the Jaguar Server User...................................................................118 Changing the Date Format for the Jaguar Service............................................................................118 18. Post Installation Information and Tasks.................................................................................................121 Files and Directories...............................................................................................................................121 The ICM Directory Structure...................................................................................................................121 Other Admin Workstation Files...............................................................................................................122 Configuration Registry............................................................................................................................123 Node Manager........................................................................................................................................123 Cisco Admin Workstation Program Group..............................................................................................124 Post-Installation Tasks............................................................................................................................124 19. Appendixes...........................................................................................................................................127 ICM Component Machine Naming Conventions....................................................................................127 Installing RMS Update Files...................................................................................................................128

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ICM Setup Warning Messages ..............................................................................................................128 Index ...........................................................................................................................................................129

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Preface
Purpose
Copyright 2008-2011 Cisco Systems Inc. This guide describes how to install the components of the Cisco Intelligent Contact Management (ICM) software. It includes information about hardware configuration and software setup.

Audience
This document is intended for anyone installing one or more components of the Intelligent Contact Management software.

Organization
The following table describes the information contained in each section of this guide.
Section Description

About ICM Components, Instances, and Customers ICM Installation Prerequisites ICM and Security Using the ICM Setup Program Admin Workstation Setup

Explains essential concepts of ICM components, instances, and customers. Gives information on platform, OS, and third-party software pre-requisites to ICM installation. Gives information on ICM security features and security pre-requisites to installation. Explains the basic of using the ICM Setup program including instructions on how to install components and create customer instances Explains how to install and configure the Admin Workstation software.
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Preface Related Documentation

Section

Description

CallRouter Setup Logger Setup Peripheral Gateway Setup CTI Server Setup Network Interface Controller Setup CompuCall Server Gateway Setup ICM Network Gateway Setup Aspect Application Bridge Server Setup MEI Server Setup Outbound Option Dialer Setup Localizing WebView and Script Editor Post Installation Information and Tasks

Explains how to install and configure the CallRouter software. Explains how to install and configure the Logger software. Explains how to install and configure the Peripheral Gateway software, including PIMs. Explains how to install and configure the CTI Gateway software. Explains how to configure devices for Network Interface Controllers. Explains how to install and configure a CompuCall Server Gateway. Explains how to install and configure an ICM Network Gateway. Explains how to install and configure an Aspect Application Bridge Server. Explains how to install and configure an MEI Server. Explains how to install and configure the Outbound Dialer software. Explains how to install the Language Pack and lists the supported languages. Provides post-installation information, in particular, information on what the ICM Setup program installs, including directories and their contents, and Windows services. Naming conventions, RMS setup information, and troubleshooting.

Appendixes

Related Documentation
For additional information about Cisco Intelligent Contact Management (ICM) software, see the Cisco web site (http://www.cisco.com/univercd/cc/td/doc/product/icm/index.htm) listing ICM documentation.

Conventions
This manual uses the following conventions:
Convention Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find. Click Finish.

italic font

Italic font is used to indicate the following: To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

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Preface Obtaining Documentation and Submitting a Service Request

Convention

Description

For emphasis. Example: Do not use the numerical naming convention. A syntax value that the user must replace. Example: IF (condition, true-value, false-value) A book title. Example: See the Cisco CRS Installation Guide.
window font

Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </
title></html>

< >

Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password.

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

Documentation Feedback
You can provide comments about this document by sending email to the following address: mailto:[email protected] We appreciate your comments.

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Chapter 1
About ICM Components, Instances, and Customers
The ICM Components
The principal ICM components are: CallRouter. The component of the Central Controller that makes routing decisions and both gathers and distributes data from remote sites; generally referred to in this document simply as the Router. (Central Controller is the term used when discussing a CallRouter/Logger configuration.) Logger. The component of the Central Controller that controls the central database. Admin Workstation. The human interface to ICM software. An Admin Workstation (AW) can be located at any central or remote site. It allows users to monitor call handling within the system and make changes to configuration data or routing scripts. Network Interface Controller. The NIC is the interface between the ICM platform and the Interexchange Carrier signaling network. Peripheral Gateway. The interface between the ICM platform and third-party hardware in each contact center, such as an ACD. A Peripheral Gateway (PG) is typically located at the contact center. CTI Server. The (optional) component that allows an external CTI application to communicate with a Peripheral Gateway. WebView. The (optional) component that provides web-based contact center reporting. The ICM Software CD contains the software for all of these components. You can install any component from the ICM Setup program.

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Chapter 1: About ICM Components, Instances, and Customers Duplexed Components

Duplexed Components
To allow ICM software to continue operating when a single node fails, all major components of the system can be duplicated on separate nodes, or duplexed. This allows the system to be fault-tolerant; that is, to continue operating when a component fails. For example, two computers can run the CallRouter software. If one of those computers fails for any reason, the other computer continues to run and ICM software continues to operate without interruption. The CallRouter and Logger processes are typically duplexed and Peripheral Gateways may be duplexed. The failure of a single Admin Workstation does not prevent the rest of the ICM system from operating. Therefore, Admin Workstations are not duplexed. In a fully duplexed configuration, one CallRouter and one Logger compose one side of the Central Controller; the other CallRouter and Logger compose the other side. The sides are called Side A and Side B. The components of a single side must be located at a single site; that is, the CallRouter and Logger for Side A must be collocated. For maximum fault-tolerance, the Side B components may be at a different site than Side A. If a Peripheral Gateway (PG) is duplexed, both PGs (A and B) are typically located at a single site; usually, the same site that contains the contact center equipment. If a disaster causes the entire site to fail, the contact center equipment itself is unavailable. Therefore, having a duplexed PG at another site would provide little benefit. For more information about the ICM system's fault-tolerant architecture, see the ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted .

Communication Between Components

The ICM platform requires both local and wide area networks for communication among the nodes. Each site requires Ethernet unshielded twisted pair (UTP) for local communications. The ICM uses TCP/IP for communication between sites. The ICM uses visible networks, which might also be used by other equipment, and private networks that are reserved for its own use. For information about setting up the networks for the ICM, see the Pre-Installation Planning Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

Instances, Customers and Components

An instance is a single logical ICM. An instance typically consists of several software components (CallRouter, Logger, Peripheral Gateways, Admin Workstations)---some of which
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Chapter 1: About ICM Components, Instances, and Customers Customer Types

may be duplexed---typically installed on several different computers. A single computer may run multiple components of a single instance or components of multiple instances. Note: You can also install multiple instances on a single computer. However, ICM has a limitation of 25 instances per machine. A customer is an organization that uses the ICM to manage its contact center enterprise. Each customer has its own dialed numbers, labels, call types, scripts, and scheduled targets. However, all Peripheral Gateways, peripherals, services, skill groups, and so forth are associated with the instance rather than a specific customer. Therefore, customers who share an instance cannot have their own Peripheral Gateways. Such customers, however, can be assigned a network VRU with customer-specific scripts for special call treatment. The following table summarizes what data can be associated with a specific customer and what data are shared by an entire instance. .
Table 1: Customer Data and Instance Data

Customer

Instance

Dialed numbers, labels, call types, scripts, scheduled NICs and PGs; peripherals, trunk groups, peripheral targets, targets, and network VRU scripts. skill targets; regions; announcements; application gateways. Note: No special security is applied at the customer level. Any Admin Workstation user with access to an instance can choose to view data for any or all customers in that instance. However, you can set up WebView or Quick Edit users who have access to only the data for a specific customer.

Customer Types
You can use the customer concept to support multiple independent organizations with a single ICM instance rather than assigning a separate instance to each organization. However, customers that share an instance have more limited capabilities than a customer using a full instance. The following table summarizes the abilities of these two customer types.
Table 2: Customer Types

Full Instance Customer

Shared Instance Customer

Monitored targets (skill groups, agents, and services) and scheduled targets Full routing capabilities based on Longest Available Agent, Minimum Expected Delay, and so forth Dedicated Peripheral Gateways Admin Workstation, Quick Edit, and/or WebView access Full configuration, scripting, and administration capabilities

Scheduled targets only Percent allocation routing and scheduled targets routing only No dedicated Peripheral Gateways Quick Edit or WebView access only Limited script modifications through Advanced Services Terminal

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Chapter 1: About ICM Components, Instances, and Customers Customer Types

Note that all configuration and scripting for a shared instance customer must be performed by the service provider that manages the instance. The customers themselves can only perform Quick Edits within a script.

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Chapter 2
ICM Installation Prerequisites
Pre-Installation Planning
Caution: Running ICM setup over the network is unsupported. You must either run the installer from the installation media (DVD) or copy the installer directory to the target machine and then run from the local machine. Various and miscellaneous errors can occur during installation over the network. Keep in mind that 7.5(1) is a full installation and there is no rollback if installation fails part way through installation or upgrade. The Cisco Intelligent Contact Management (ICM) software is a distributed software application that routes toll-free calls, web inquiries, and e-mail across geographically distributed contact centers. A typical ICM system includes a number of computers located at different sites. Because the ICM software works with different types of contact center equipment and sometimes one or more carrier networks, some pre-installation planning is necessary to ensure successful installation of the ICM software. The pre-installation documentation includes information on topics such as provisioning IXC access, preparing ACDs, and determining the ICM datacom requirements. For details on ICM software pre-installation planning refer to the Pre-Installation Planning Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

Hardware and Third-Party Software Compatibility List

Windows Setup automatically checks your hardware and software and reports any potential conflicts. To ensure a successful installation, however, check to make sure your computer hardware is compatible with Windows Server before starting Setup. To do this, check the Hardware and System Software Specification (Bill of Materials) (BOM). If your hardware is not listed, Setup might not be successful. This document is found at:
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Chapter 2: ICM Installation Prerequisites Windows Planning and Staging

Cisco Unified Intelligent Contact Management Enterprise End-User Guides (http:// www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html) In addition, check that you have updated drivers for your hardware devices and that you have the latest system BIOS. The device manufacturers can assist you in obtaining these items. Finally, before installing Windows Server, consider taking a device inventory of the hardware devices on your computers. For other hardware information, see http://www.cisco.com/warp/partner/icsg/service/hw_sw_platform.html

Windows Planning and Staging

Understanding and planning for a supported Windows model is a critical task during the planning phase of an ICM software deployment. During this phase, you must document the specifications of the ICM system and then you must accept them prior to the start of staging a new system. This System Design Specification must include a detailed description and diagrams of the Windows Model for Active Directory and DNS implementation. For more information on Windows pre-installation requirements, refer to the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted and the SNMP Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted . Note: When installing new devices, users must ensure that they do not use any of the following reserved Microsoft device names for customer instances: CON, PRN, AUX, NUL, COM1, COM2, COM3, COM4, COM5, COM6, COM7, COM8, COM9, LPT1, LPT2, LPT3, LPT4, LPT5, LPT6, LPT7, LPT8, and LPT9.

Before You Install an ICM Component

Before you install ICM software, the computers must have the Microsoft Windows operating system---including SNMP and (for Windows 2003) WMI---and, for some components, Microsoft SQL Server database management software installed. Additionally, you must have set up the Windows Active Directory services for ICM software. You must have added the Cisco Root Organizational Unit, and at least one Facility Organizational Unit with one Instance Organizational Unit. Refer to the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted and the SNMP Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted . You must not install ICM components on a Domain Controller or on a DNS server. If you are installing WebView, there are third-party components that you must first install on the machine where you are installing WebView. Refer to the WebView Installation and

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Chapter 2: ICM Installation Prerequisites SQL Server

Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for further information. You must also ensure that you have enough disk space available on each computer to install the ICM component or components. If localization is of concern to you, see Localizing WebView and Script Editor (page 115). Also see the Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1).

SQL Server
ICM software requires Microsoft SQL Server databases on each Logger, Historical Data Server (HDS), and each Real-time Distributor Admin Workstation (SQL Server is not required for Client AWs). SQL Server must be installed on each of these computers before you install the ICM software. Refer to the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information about installing SQL Server software.

Windows Monitoring Tools

SNMP and (for Windows 2003) WMI must be installed. Refer to the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted and the SNMP Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted .

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Chapter 2: ICM Installation Prerequisites Windows Monitoring Tools

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Chapter 3
ICM and Security
Security Considerations
A discussion of security and ICM software can be found in the Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted , which you have presumably already used in association with the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted while installing your Microsoft Windows software and setting up your Windows Active Directory services for ICM software. However, a few specific security topics are mentioned in the following sections.

Cisco Security Agent (CSA)

A standalone Cisco Security Agent (CSA) for ICM software is available as a part of ICM/IPCC 7.5(1). The standalone Cisco Security Agent provides intrusion detection and prevention for Cisco ICM software. Cisco Security Agent removes potential known and unknown ("Day Zero") security risks that threaten enterprise networks and applications. It dramatically reduces downtime, widespread attack propagation and clean-up costs. The Agent is provided free of charge by Cisco Systems for use with release 7.5(1) of the Cisco ICM software. While Cisco highly recommends its installation, it is optional. For more information refer to the Cisco Security Agent Installation/Deployment Guide for Cisco Unified ICMContact Centner Enterprise & Hosted . Some considerations to keep in mind are the following: If you plan to use Cisco Security Agent, you must always use the default directories when installing any software on a server. You need not choose the default disk drive if an option is available (for example, C: or D:), but you must use default directories. You must disable the Cisco Security Agent service before performing any software installation. This includes not only Cisco ICM software, but also third-party software that you intend to

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Chapter 3: ICM and Security Secure Socket Layer (SSL)

use with the ICM software. Ensure that the service does not get enabled at any time during the installation or upgrade. Failure to do so may cause problems with the installation or upgrade. After installing or upgrading the software, you must reenable the Cisco Security Agent service. With the service disabled, the Agent no long provides intrusion detection for the server. Note: The actions described in the last bullet do not have to be done manually, since ICM Setup will offer to disable and reenable CSA for you.

Secure Socket Layer (SSL)

By default, Secure Socket Layer (SSL) authentication is enabled on Windows 2003 systems for the web applications: WebView (refer to the WebView Installation and Administration Guide for Cisco ICM/IPCC Enterprise & Hosted for more information), Agent Re-skilling Web Tool, and Internet Script Editor---if any or all of these optional applications are selected. An SSL Encryption Utility, sslutil.exe, is also provided in \icm\bin if you wish to change the default settings.

ICM Security Hardening

A Prompt for Security Hardening checkbox is provided as part of Setup. If the box is checked, each time that Setup is run, you are prompted to apply security hardening---if security hardening has not been applied, or if an updated template is available. This option is available only on Windows 2003 systems. See Also For the Prompt for Security Hardening checkbox in Setup, Cisco ICM Setup Dialog Box (page 18).

Windows Firewall Service

To make the Windows Firewall service feature available to ICM software, do the following: 1. Install Cisco ICM Release 7.5 2. Deploy the CiscoICMFirewallConfig script (for instructions, see "How to Deploy the Windows Firewall Configuration Script (page 15)"). 3. Start ICM services. Note: Any subsequent installation of a new component will require re-deploying the Windows Firewall Configuration script.

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Chapter 3: ICM and Security Windows Firewall Service

For more information, refer to the Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted . See Also Windows Firewall Configuration.

How to Deploy the Windows Firewall Configuration Script

To deploy the CiscoICMFirewallConfig script so that the Windows Firewall service feature can be used by o ICM software, follow the steps below:
Step 1 Step 2 Step 3 Step 4 Step 5

Open the Command window. Change directory to %SYSTEMDRIVE%\CiscoUtils\FirewallConfig. Type command: cscript.exe CiscoICMfwConfig.vbe Check %SYSTEMDRIVE%\CiscoUtils\FirewallConfig\CiscoICMfwConfig.Log for any errors. Start ICM Services.

Note: Any subsequent installation of a new component will require re-deploying the Windows Firewall Configuration script. See Also For more information, see the Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted .

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Chapter 3: ICM and Security Windows Firewall Service

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Chapter 4
Using the ICM Setup Program
About the ICM Setup Program
The ICM Setup program lets you install, update, and configure your ICM software. It is located on your ICM CD. Run Setup on each machine in the ICM system: each CallRouter, each Logger, each Peripheral Gateway (PG), and each Admin Workstation. At initial installation, a local version of the Setup program is installed on each ICM component at \icm\bin\ICMSetup.exe. (On an Admin Workstation, the Cisco Admin Workstation group contains an icon for this program.) In order to run Setup, you must be a local administrator and belong to the setup group for any instance for which you are installing a component. Note: During the installation of the Central Controller and Administration and WebView Reporting, the ICM installer will check to see whether there is a Microsoft.NET Framework 3.5 installed. If it is not installed, Setup will install it. After the installation of the Microsoft.NET Framework 3.5, it might prompt you to reboot the system. If prompted, reboot the system, and run Setup again.

About ICM Component Installation Order

You can install the various components in the order in which they are treated in this guide. In general, there is a great deal of flexibility in the order of installation provided that you know the names and locations for the various components beforehand. However, the following presents the usual approach: Install either the CallRouter or the Logger first. It does not matter in which order you install the CallRouter and Logger. Install both the CallRouter and the Logger before you install an Admin Workstation (AW).

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Chapter 4: Using the ICM Setup Program Cisco ICM Setup Dialog Box

If you are using WebView, install it after you have installed the Real-time Distributor AW. Install the CallRouter, Logger, and AW before you install the Network Interface Controller (NIC) and Peripheral Gateway (PG), but it does not matter in which order you install the NIC and PG. Install the CTI Server after you have installed the CallRouter, Logger, AW, NIC, and PG.

How to Begin the Installation Process

You begin the installation process for any ICM software component by running the Setup program from the ICM Software CD. Note: Beginning with ICM 7.0(0), various installations can be performed using the local version of ICM Setup in \icm\bin, as well as the Setup on the CD. (For more information, see Post-Installation Setup.
Step 1 Step 2

Mount the ICM Software CD. Find and run the file Setup.exe at the top level of the CD. The Cisco ICM Setup dialog box opens.

See Also For the two versions of Setup, Post-Installation Setup (page 19).

Cisco ICM Setup Dialog Box

The Cisco ICM Setup dialog box allows you to add, edit, and delete Instances and, for each instance, Components. It also includes: 1. Domain Manager button: clicking on this button initiates an executable program, independent from Setup, that can be run at any time to create or remove any of the Active Directory Organizational Units (OUs), or to add or remove user login accounts to security groups for each of the OUs; refer to About the Domain Manager (page 22) and the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted . 2. Upgrade All button: use this button when upgrading a system to a newer version of ICM; refer to About Upgrade All (page 24) and the ICM Upgrade Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted . 3. Prompt for Security Hardening checkbox: checking this box causes Setup, each time it is run, to prompt the user to apply security hardening (if security hardening has not been applied, or if an updated template is available). This option is available only on Windows 2003 systems.

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Chapter 4: Using the ICM Setup Program Post-Installation Setup

See Also For adding, editing, and deleting instances, How to Add an Instance (page 20), and the following sections. For installing a component, How to Install a Component (page 22).

Post-Installation Setup
A local version of the Setup program is installed as part of each ICM component, namely, \icm\bin\ICMSetup.exe. (On an Admin Workstation, the Cisco Admin Workstation group contains an icon for this program.) Prior to ICM 7.0(0), this local version only allowed you to change the configuration settings of the software after it was installed. It did not allow you to install new software---to install or reinstall software, you had to run Setup from the CD. For ICM 7.5(1), the following table indicates what occurs when certain actions are performed using Setup from the CD, or using ICM SETUP in \icm\bin---both when patches (Service Releases and/or Engineering Specials) have been applied and when patches have not been applied.
Action Patches CD Setup \icm\bin\ICM SETUP

Add Instance Edit Instance

Yes/No Yes/No

Instance is added.

Instance is added.

Domain, Facility and/or Instance Number Instance Number can be changed. The can be changed. The modification has to be modification has to be completed by editing completed by running Upgrade All or each component. editing each component. Instance is deleted. (Instance specific Instance is deleted. (Instance specific folders, folders, registries, services and AT jobs are registries, services and AT jobs are deleted; deleted; files in \icm\bin are not affected.) files in \icm\bin are not affected.) Setup displays an error message, asking that Not Applicable (Upgrade All button is patches be removed. disabled) Setup upgrades files, overwriting files in \icm\bin. If a new component is being added (for example, you are setting up your first Logger), Setup displays an error message, asking that patches be removed. If an already existing component is being added (for example, you are setting up your second Logger), the component is added. Component is added. Not Applicable (Upgrade All button is disabled) If an already existing component is being added (for example, you are setting up your second Logger), the component is added. New components (for example, you are setting up your first Logger) cannot be added.

Delete Instance Yes/No

Upgrade All Upgrade All

Yes No

Add Component Yes

Add Component No

If an already existing component is being added (for example, you are setting up your second Logger), the component is added. New components (for example, you are setting up your first Logger) cannot be added. Component is edited, but the files in \icm\bin are not overwritten.

Edit Component Yes

Component is edited, but the files in \icm\bin are not overwritten.

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Chapter 4: Using the ICM Setup Program Installing Multiple Components

Action

Patches

CD Setup

\icm\bin\ICM SETUP

Edit Component No Delete Component Yes/No

Component is edited, and the files in \icm\bin are overwritten.

Component is edited, but the files in \icm\bin are not overwritten.

Component is deleted. (Component specific Component is deleted. (Component specific folders, registries, services and AT jobs are folders, registries, services and AT jobs are deleted; files in \icm\bin are not affected.) deleted; files in \icm\bin are not affected.)

Installing Multiple Components

In some cases, you might want to install more than one ICM component on a single computer. For example, you might install the CallRouter and Logger software on a single node. In this case, you must run Setup for each component. Similarly, to install a specific component for more than one customer, you must run Setup for each instance.

How to Add an Instance

You must add at least one ICM instance before you can install any ICM components. Note: Before you can create an ICM instance, you must have set up the Windows Active Directory services for ICM software. You must have added the Cisco Root Organizational Unit, and at least one Facility Organizational Unit with one Instance Organizational Unit. Refer to the Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted .
Step 1

In the Cisco ICM Setup dialog box, in the ICM Instances section, click Add. The Add Instance dialog box opens. Select the network Domain for the instance. Select the Facility Organizational Unit for the instance. Select the Instance Name for the instance. Note: The ICM Instance Name is the name of the Instance Organizational Unit.

Step 2 Step 3 Step 4

Step 5

Use the Instance Number generated by the ICM software. (For standard single-instance ICM configurations, the instance number is 0.) Note: The mappings of instance names to instance numbers must be the same on every node in the system.

Step 6

Click OK.

See Also Cisco ICM Setup dialog box (page 18).

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Chapter 4: Using the ICM Setup Program Installing Multiple Components

How to Edit an Instance

When editing an instance, you can only change the Domain, the containing Facility Organizational Unit, and/or the Instance Number. Note: The modification has to be completed by running Upgrade All or editing each component.
Step 1

In the Cisco ICM Setup dialog box, in the ICM Instances section, select the instance to edit and click Edit. The Edit Instance dialog box opens. Optionally, change the Domain, Facility Organizational Unit, and/or Instance Number. Click OK.

Step 2 Step 3

See Also Cisco ICM Setup dialog box (page 18).

How to Delete an Instance

Only delete an ICM instance when you are sure it is no longer needed. Note: It is not necessary to delete ICM components that are part of an instance before deleting the instance; deleting the instance will delete these components.
Step 1

In the Cisco ICM Setup dialog box, in the ICM Instances section, select the instance to delete and click Delete. The Delete Instance dialog box opens. By default, the following items are selected to be deleted for the instance: Registry Entries Files and Directories Services Security Settings

Step 2 Step 3

Optionally, change the selections in the Delete Instance dialog box. Click OK.

See Also Cisco ICM Setup dialog box (page 18).

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Chapter 4: Using the ICM Setup Program About the Domain Manager

How to Install a Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the ICM Instances section, select an ICM Instance. In the Instance Components section, click Add. The ICM Component Selection dialog box opens. Click on the component that you want to install. After you select a component, Setup leads you through a series of dialog boxes in which you specify configuration settings. After you have set the configuration values, Setup copies the files to your local disk and performs some initialization and customization procedures. During this time, Setup indicates its progress. If Setup detects that less than 5% of the space on a disk is available, the Low indicator turns red. (This indicates low space on one of the drives to which files are being copied: either the drive you chose for the installation or the drive where the Windows OS is installed.) If this happens, you can create space by deleting unnecessary files or moving files to another disk. Setup does not reset the Low indicator or the disk space bar until it has finished copying and configuring the files. In some cases, Setup cannot copy one or more files because it would have to overwrite a file that is in use. If this happens, Setup installs all the files it can and then prompts you to restart the computer. Save any work in progress in other programs before choosing to restart the computer. When the computer shuts down, Setup is able to overwrite the files. When the computer restarts, the installation is complete.

Step 3 Step 4

Step 5

If Setup successfully copies all the files, it displays the final screen and asks whether you want to start the ICM Node Manager. Click Finish to complete the component setup and optionally start the Node Manager. If you choose to start it, the Node Manager automatically starts the other ICM processes for the component you installed. Regardless of your choice, the main Setup screen reappears so that you can install another component.

Step 6

See Also Cisco ICM Setup dialog box (page 18); Component Selection dialog box (page 24).

About the Domain Manager

The Domain Manager dialog box displays the current domain and the Cisco ICM related organizational units (OU) contained in the domain. From the Domain Manager dialog box, you can perform the following tasks:
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Chapter 4: Using the ICM Setup Program About the Domain Manager

View, add, or remove domains for use with the ICM software. Add or remove the Cisco Root OU. ICM software always uses the root OU named CiscoICM. You can place the CiscoICM OU at any level within the domain where the ICM Central Controller is installed; ICM software components locate the root OU by searching for this name. To add the Cisco Root when a domain is selected that does not already have the Cisco Root, click Add to access the Select Organizational dialog box. To remove the selected Cisco Root and all of its facilities and instances, click Remove. Warning: All ICM instances in this domain will no longer work properly if the organizational unit is removed. All users, groups, and other objects in this organizational unit will also be deleted. Add or remove a Facility OU. A Facility Organizational Unit is a group of Instance OUs that are organizationally related or have similar management needs. Permissions defined for a Facility OU are propagated to each Instance OU contained in that facility. You typically use Facility OUs to distinguish between different uses of ICM software. For example, you may have different Facility OUs for Lab and Production ICM instances; or in a ICM Hosted deployment, you may have separate Facility OUs for NAM and CICM instances. Note: Facility OU names must be 32 characters or less. Warning: All ICM instances in this facility will no longer work properly if the organizational unit is removed. All users, groups, and other objects in this organizational unit will also be deleted. Add or remove an Instance OU. An Instance Organizational Unit is the Active Directory representation of an ICM instance. You define permissions for that instance as part of that Instance OU. Each ICM instance has an associated Instance OU. An Instance OU inherits the permissions set for the containing Facility OU. You can then specify different user permissions specific to that instance. Warning: This ICM instance will no longer work properly if the organizational unit is removed. All users, groups, and other objects in this organizational unit will also be deleted. Add or remove members to a Security Group. A security group is a collection of domain users to whom you grant a set of permissions to perform tasks with ICM software. The Setup Security Group controls access to the ICM software Setup program as well as the Active Directory Domain Manager. For each security group, you add a set of domain users, who are granted privileges to the functions controlled by that security group. Users who are members of the Setup Security Group can install ICM software components, add users to security groups, and manage Organizational Units. Note: Members of the Setup Security Group are automatically made members of the Config and WebView Security Groups for that ICM Instance.

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Chapter 4: Using the ICM Setup Program About Upgrade All

Warning: Users who are local administrators for the server automatically have the ability to perform configuration tasks. Therefore, only users who are members of the Setup Security Group should be local administrators. See Also Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information on Active Directory.

About Upgrade All

This dialog box appears when you click the Upgrade All button in the main Cisco ICM Setup window. Use this dialog to upgrade a system to a newer version, or to repair a file. To automatically upgrade all components for all instances, click the OK button. When you use this option, Setup does not prompt you for changes to configuration settings. It keeps the current settings and only installs updated files. Note: This process may take some time to complete. See Also Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

ICM Component Selection Dialog Box

In the ICM Component Selection dialog box are the following buttons, used to install the corresponding components: Admin Workstation---see Admin Workstation Setup (page 45). Router---see CallRouter Setup (page 27). Logger---see Logger Setup (page 37). Network Gateway---ICM Network Gateway software is installed on a dedicated Windows machine that provides SS7 protocol handling; see ICM Network Gateway Setup (page 105) and the Pre-Installation Planning Guide for Cisco Unified ICM/Contact Center Enterprise . MEI Server---see MEI Server Setup (page 111) and the Cisco ICM Software ACD Supplement for Nortel Meridian. WebView---see WebView Setup (page 53) and the WebView Installation and Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted . Peripheral Gateway---see Peripheral Gateway Setup (page 57).

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Chapter 4: Using the ICM Setup Program ICM Component Selection Dialog Box

CTI Server---see CTI Server Setup (page 87). Aspect Application Bridge Server---see Aspect Application Bridge Server Setup (page 107). CompuCALL Server Gateway---see CompuCall Server Gateway Setup (page 99). Outbound Option Dialer---see Outbound Option Dialer Setup (page 113) and the Outbound Option Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted .

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Chapter 4: Using the ICM Setup Program ICM Component Selection Dialog Box

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Chapter 5
CallRouter Setup
About the CallRouter
The CallRouter (generally referred to in this document simply as the Router) is the component that contains the contact routing logic and makes all routing decisions. It receives contact routing requests and determines the best destination for each contact. It also collects information about the entire system. Before you install the CallRouter software, the Windows operating system (for version specifics refer to the Cisco Intelligent Contact Management Software Release 7.5(1) Bill of Materials)--including SNMP and (for Windows 2003) WMI--must be installed on the computer, you must have set up the Windows Active Directory services for ICM software, and you must have set up at least one ICM instance. This chapter explains how to install the CallRouter software and perform some basic configuration. For this configuration, you must know the visible and private network addresses (either host names or IP addresses) of the CallRouter and, for a duplexed configuration, the addresses of the CallRouter on the other Side. The CallRouter and Logger are typically on separate computers. However, in small contact center configurations they can both be on the same computer. See Also Before You Install an ICM Component (page 10); How to Add an Instance (page 20).

How to Add a Router Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the left column under ICM Instances, select an instance. Click Add in the Instance Components section.

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Chapter 5: CallRouter Setup About the CallRouter

The ICM Component Selection dialog box opens.

Step 3

Click Router. The Router Properties dialog box opens.

See Also Cisco ICM Setup dialog box (page 18); ICM Component Selection dialog box (page 24).

How to Set Router Properties

Step 1

In the Router Properties dialog box, check Production mode and Auto start at system startup unless you are specifically told otherwise by your ICM support provider. This ensures that the CallRouter can restart itself automatically if necessary. Note: However, 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.

Step 2 Step 3

Check the Duplexed Router option if you are configuring redundant CallRouter machines. Check the Database routing option if you plan to use the ICM's optional database routing feature to route calls based on data read from an external database. You might use this, for example, to look up the caller's telephone number (calling line ID) in your corporate database. Check the Application gateway option if you plan to use the ICM's optional custom ICM Application Gateway feature to access an external application from within a routing script. Check the Remote Network Routing option if you are installing CallRouter on a NAM--refer to the Setup and Configuration Guide for Cisco ICM Hosted regarding this, and other particularities, when installing CallRouter on a NAM. Do not check the No system reboot on error option if the machine runs only a single CallRouter component and no other critical applications. This will allow the ICM to reboot the machine when necessary to recover from errors or when the CallRouter specifically requests a reboot. If multiple instances of the CallRouter run on the same physical machine or if other critical processes run on the machine, check this option. If you choose this option, you may need to manually recover from some failures.

Step 4

Step 5

Step 6

Step 7

If the CallRouter will be duplexed, specify which Side you are installing: Side A or Side B. If the CallRouter will be simplexed, choose Side A. Choose the local Drive on which you want to install the software. Note: Be sure to note the drive you are using for future reference, since this information is required when applying software patches.

Step 8

Step 9

Click Next.

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Chapter 5: CallRouter Setup About the CallRouter

Setup loads any current installation settings and then the Router Component Properties dialog box opens.

How to Set Router Component Properties

Note: If you are installing CallRouter on a NAM or CICM, refer to the Setup and Configuration Guide for Cisco ICM Hosted for specific information relevant to the Router Component Properties dialog box.
Step 1

In the Router Component Properties dialog box, if you are routing calls with an interface to an IntereXchange Carrier (IXC), or you are using the ICRP, INCRP or INAP protocols, you must set up the appropriate Network Interface Controller (NIC) within the CallRouter. However, before you can set up a NIC, you must create the related database records using ICM Configuration Manager on an Admin Workstation. If you are performing the initial installation of the ICM, leave the NIC configuration for later. For information about setting up a NIC, see "Network Interface Controller Setup".

Step 2

In the Customer ID field, enter your unique customer identifier. If you do not know your identifier, check with your ICM support provider. Accept the default values for the MDS timed delivery queue unless told otherwise by your ICM support provider. A partial exception to this last statement is the Disable ICM time synchronization box, which is used to select time synchronization service. The box is checked, by default, since the Windows operating system uses its own integrated time service. However, if the machine is a workgroup machine, uncheck this box to enable ICM Time Synchronization. (Note that Setup does not change the current configuration when performing an Upgrade All.)

Step 3

Step 4

Click Next. The Device Management Protocol Properties dialog box opens.

How to Set Device Management Protocol Properties

Step 1

In the Device Management Protocol Properties dialog box, you must enable connections within the CallRouter Device Management Protocol (DMP) for each Peripheral Gateway (PG) that communicates with the CallRouter. Do so by entering in the Peripheral Gateway Devices box, the number of the PGs involved (up to 80). If you have more than 80 PGs, enter 1-80 and then click the Advanced button and in the Peripheral Gateway Devices dialog box, enter the number of PGs from 81 to 250. Note: Although the user interface allows you to configure up to 250 PGs, see the Hardware and System Software Specification (Bill of Materials) (BOM) for the supported number of tested PGs.

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Chapter 5: CallRouter Setup About the CallRouter

Valid values for the Peripheral Gateway Devices field include the following: Numeric digits ranging from 1 to 80 in the Device Management Protocol Properties dialog box and 81 to 250 in the Advanced Peripheral Gateway Devices dialog box. A hyphen (-) indicates a range. A comma (,) indicates a separation character, either between ranges, individual PG numbers, or a combination of both. Spaces are allowed and ignored. The number of characters that can be entered is limited to 50. Leaving the field blank is valid and signifies that no PGs are to be enabled at this time. Examples of valid values in the Peripheral Gateway Devices field for the first Device Management Protocol Properties dialog are as follows: 2 1,2,5 1-10 2-4,6,79-80 Examples of valid values on the Advanced dialog box are as follow: 81 82, 83, 84 85 - 87 89, 90 - 110, 112, 115 - 120 Note: If you enter a value on the first dialog box that is not valid for that box, for example, if you enter 88, you will receive an error message.Likewise, if you enter a value on the the Advanced dialog box that is not valid, such as 251, you will receive an error message. Each PG has a device number in the range 1 through 250. When you configure a PG, you must reference a PG device number enabled here. These numbers are used as the PG IDs in the Peripheral Gateway Properties dialog box. Warning: A duplexed CallRouter must have at least one PG defined. Only the CallRouter side that has active connections to the majority of the PGs routes calls. (This prevents both Side A and Side B from routing calls simultaneously.) If no PGs are defined, neither side

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Chapter 5: CallRouter Setup How to Set Additional Peripheral Gateway Devices

is activated. If necessary, create a PG with no associated peripherals to satisfy this requirement.

Step 2

The Disconnect warnings settings determine when the CallRouter reports that a device is disconnected. Accept the default values unless told otherwise by your ICM support provider. Click Next. The Central Controller Network Interfaces dialog box opens.

Step 3

See Also For the Peripheral Gateway Properties dialog box, How to Set Peripheral Gateway Properties (page 59). For information on the DMP configuration for PGs, How to Set Device Management Protocol Properties (page 62). For the Central Controller Network Interfaces dialog box, How to Set Central Controller Network Interfaces (page 32).

How to Set Additional Peripheral Gateway Devices

In the Peripheral Gateway Devices dialog box, enter the number of PGs from 81 to 250 and click OK. Valid values for the "Peripheral Gateway Devices" field include the following: Numeric digits ranging from 81 to 250. A hyphen (-) indicates a range. A comma (,) indicates a separation character, either between ranges, individual PG numbers, or a combination of both. Spaces are allowed and ignored. The number of characters that can be entered is limited to 50. Leaving the field blank is valid and signifies that no PGs are to be enabled at this time. Examples of valid values in the Peripheral Gateway Devices field for the Device Management Protocol Properties dialog are as follows: 81 81,82,85 81-90 81-84,86,100-240

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Chapter 5: CallRouter Setup How to Set Additional Peripheral Gateway Devices

Note: These numbers are used as the PG IDs in the Peripheral Gateway Properties dialog box. Up to 250 PGs can be connected to the CallRouter. Each PG has a device number in the range 1 through 250. When you configure a PG, you must reference a PG device number enabled here. Warning: A duplexed CallRouter must have at least one PG defined. Only the CallRouter side that has active connections to the majority of the PGs routes calls. (This prevents both Side A and Side B from routing calls simultaneously.) If no PGs are defined, neither side is activated. If necessary, create a PG with no associated peripherals to satisfy this requirement.

How to Set Central Controller Network Interfaces

The Central Controller is the computer or computers running the CallRouter and the Logger.
Step 1

In the Central Controller Network Interfaces dialog box, in the Router Private Interfaces section, you must enter two addresses: one to be used by normal traffic (A) and another to be used by high priority traffic (A high). You can use either host name or IP address. In the Router Private Interfaces section, if the CallRouter is duplexed, you must enter two addresses for the other side: one to be used by normal traffic (B) and another to be used by high priority traffic (B high). If the CallRouter is simplexed, enter localhost in both the B and B high fields.

Step 2

Step 3

In the Router Visible Interfaces section, you must enter two addresses: one to be used by normal traffic (A) and another to be used by high priority traffic (A high). In the Router Visible Interfaces section, if the CallRouter is duplexed, you must enter two addresses for the other side: one to be used by normal traffic (B) and another to be used by high priority traffic (B high). If the CallRouter is simplexed, enter localhost in both the B and B high fields. The CallRouter must have two addresses on the private network: one to be used by high priority traffic and another to be used by normal traffic. If the CallRouter is duplexed, each side must have two addresses. Enter the addresses in the appropriate fields of the dialog box. If the CallRouter is simplexed, enter localhost in the B fields.

Step 4

Step 5

If you wish to use the Cisco ICM Quality of Service (QoS) feature for the Router Private Interfaces, click QoS... in that section. The Central Controller Private Link QoS Settings dialog box opens.

Step 6

If you wish to use the Cisco ICM Quality of Service (QoS) feature for the Router Visible Interfaces, click QoS... in that section. The Central Controller Visible Link QoS Settings dialog box opens.

Step 7

If you do not wish to use QoS--or after you have made your QoS settings--click Next.

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Chapter 5: CallRouter Setup How to Set Additional Peripheral Gateway Devices

The Check Setup Information window opens.

See Also As required, How to Set the QoS Feature for the Router Private Interfaces (page 33), How to Set the QoS Feature for the Router Visible Interfaces (page 34), How to Complete CallRouter Setup (page 35).

How to Set the QoS Feature for the Router Private Interfaces
The Central Controller Private Link QoS Settings dialog box comes in two forms. If you are installing the CallRouter on Side A of a duplexed system, or you are installing the CallRouter on a simplexed system, you see the Central Controller Private Link QoS Settings (Side A) dialog box. If you are installing the CallRouter on Side B of a duplexed system, you see the Central Controller Private Link QoS Settings (Side B) dialog box. Further, the precise nature of the Side A and Side B forms depends on whether you use Microsoft Packet Scheduler or not; that is, there are actually four forms.
Step 1

In the Central Controller Private Link QoS Settings (Side A) dialog box, check Enable QoS. (There is no Enable QoS box in the Central Controller Private Link QoS Settings (Side B) dialog box. QoS is enabled on Side B if, and only if, it is enabled on Side A.) Check Use Packet Scheduler if you plan to use Microsoft Packet Scheduler. Leave Use Packet Scheduler unchecked if you do not plan to use Microsoft Packet Scheduler. If Use Packet Scheduler is checked for Side A, it must be checked for Side B. If Use Packet Scheduler is unchecked for Side A, it must be unchecked for Side B. Note: Cisco recommends NOT implementing Microsoft Packet Scheduler for ICM 7.5(1). For more information about ICM QoS, and about this recommendation in particular, refer to the Pre-Installation Planning Guide for Cisco Unified ICM/Contact Center Enterprise . If you plan to use Microsoft Packet Scheduler you must install it separately--it is not installed from ICM Setup.

Step 2

Step 3

Select DSCP priority markings and 802.1p priority tagging, and enter Bandwidth information, as appropriate and allowedif Packet Scheduler is used, Setup checks that Total usable bandwidth (Kbps) is at least 1544 and that the Bandwidth Percent values add up to 100. Note the following differences among the four forms: With Packet Scheduler there are only two priority levels (High and Low)--the Medium Priority traffic is marked the same as the Low Priority traffic.

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Chapter 5: CallRouter Setup How to Set Additional Peripheral Gateway Devices

Bandwidth settings are not enabled on Side B because that information is obtained from Side A. The Select Network Interface Card list is used only with Packet Scheduler, in which case a Card must be selected from the display of available Cards. When using Packet Scheduler, the same DSCP and 802.1p settings must be used for every ICM instance that uses a given Network Interface Card. Record the settings you use to make sure that this rule is followed. When not using Packet Scheduler, the Side B dialog box has no fields enabled because the information is obtained from Side A.
Step 4

Click OK, which accepts the information that you entered, and returns you to the Central Controller Network Interfaces dialog box.

See Also For the Central Controller Network Interfaces dialog box, How to Set Central Controller Network Interfaces (page 32).

How to Set the QoS Feature for the Router Visible Interfaces
Step 1

In the Central Controller Visible Link QoS Settings dialog box, either check Use Packet Scheduler, or click Cancel. (There is no Enable QoS box in the Central Controller Visible Link QoS Settings dialog box. QoS is enabled if, and only if, it is enabled for the PG Visible Link QoS Settings. Further, when not using Packet Scheduler, no fields are enabled because the information is obtained from the PG Visible Link QoS Settings.) If you have checked Use Packet Scheduler, select DSCP priority markings and 802.1p priority tagging as appropriate and allowed. With Packet Scheduler there are only two priority levels (High and Low)--the Medium Priority traffic is marked the same as the High Priority traffic. Note that the bandwidth settings for the Central Controller are determined by the bandwidth settings for the PG; therefore, the bandwidth settings are disabled here.

Step 2

Step 3

Click OK, which accepts the information that you entered, and returns you to the Central Controller Network Interfaces dialog box.

See Also For the bandwidth settings for the PG, How to Set the QoS Feature for the PG Visible Interfaces (page 65). For the Central Controller Network Interfaces dialog box, How to Set Central Controller Network Interfaces (page 32).

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Chapter 5: CallRouter Setup How to Set Additional Peripheral Gateway Devices

How to Complete CallRouter Setup

Step 1

In the Check Setup Information window, ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click Next to begin copying files. The copying process may take several minutes to complete. You can continue with other work while Setup operates in the background.

Step 2

Step 3

If Setup successfully copies all the files, it displays the final screen and asks whether you want to start the ICM Node Manager now. Do not start the Node Manager until you have completed the entire ICM installation. Click Finish to exit Setup (and optionally start the Node Manager). If you choose to start it, the Node Manager automatically starts the other ICM processes on the CallRouter.

Step 4

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Chapter 6
Logger Setup
About the Logger
The Logger is the interface between the ICM software and the Microsoft SQL Server database. As the ICM software collects performance and monitoring information about the system, it passes the information to the Logger for storage in a central relational database. The database manager on the Logger maintains statistics and data for use in monitoring and reporting. The Logger also forwards historical information to the Historical Data Server (HDS). Although the Logger represents a single node, it consists of two processes operating in parallel: one process handles configuration data and the other handles historical data. Note: When updating or modifying the Logger configuration through local setup, a SQL window will pop up and inform you to verify the Network Protocol Enabled in the SQL Network Utility. If nothing has changed in the SQL or ICM system, open SNU and validate the Network Protocol Enabled by clicking OK. There is no need to restart the SQL Server processes. Before you install the Logger software, the Microsoft Windows operating system--including SNMP and (for Windows 2003) WMI--and Microsoft SQL Server (for version specifics refer to the Hardware & System Software Specification (Bill of Materials) for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.5(1)) must be installed on the computer, you must have set up the Windows Active Directory services for ICM software, and you must have set up at least one ICM instance. This section explains how to install the Logger software and perform some basic configuration. For this configuration, you must know the private network addresses of the CallRouter machines and, for a duplexed configuration, the addresses of the Logger on the other Side. (You can use either host names or IP addresses.) The Logger and CallRouter are typically on separate computers. However, in small contact center configurations they can both be on the same computer.

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Chapter 6: Logger Setup About the Logger

To set up a Logger, you must first install the Logger software and then create the Logger's database. See Also Before You Install an ICM Component (page 10); How to Add an Instance (page 20).

How to Add a Logger Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the left column under ICM Instances, select an instance. Click Add in the Instance Components section. The ICM Component Selection dialog box opens.

Step 3

Click Logger. The Logger Properties dialog box opens.

See Also Cisco ICM Setup dialog box (page 18); ICM Component Selection dialog box (page 24).

How to Set Logger Properties

The following task describes how to set the Logger properties.
Step 1

In the Logger Properties dialog box under Node Manager properties, check Production mode and Auto start at system startup unless you are specifically told otherwise by your ICM support provider. This ensures that the Logger can restart itself automatically if necessary. Note: However, set the Auto Start at system startup 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.

Step 2 Step 3

Check the Duplexed Logger option if you are configuring redundant Logger machines. If one or more admin sites will use an Historical Data Server (HDS), check the Historical Data Replication option. This enables the Logger to forward historical data to an HDS database at an admin site. Do not check the No system reboot on error option if the machine runs only a single Logger component and no other critical applications. This will allow the ICM to reboot the machine when necessary to recover from errors or when the Logger specifically requests a reboot. If multiple instances of the Logger run on the same physical machine or if other critical processes run on the machine, check this option. If you choose this option, you may need to manually recover from some failures.

Step 4

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Chapter 6: Logger Setup About the Logger

Step 5

DO NOT CHECK the No system reboot on request option unless specifically told to do so by your ICM support provider. Checking this option prevents the Logger from rebooting even if it detects a serious system-wide problem. Choose a Logger Type that corresponds to your ICM system (Standard for Enterprise systems; NAM or CICM for Hosted systems). If the Logger will be duplexed, specify which Side you are installing: Side A or Side B. If the Logger will be simplexed, choose Side A Choose the local Drive on which you want to install the software. Note: Be sure to note the drive you are using for future reference, since this information is required when applying software patches.

Step 6

Step 7

Step 8

Step 9

The Service Account Management section of the dialog box has three radio buttons. If you select Do Not Modify Service Accounts, the service accounts are not recreated and Service Account Manager is not invoked. If you select Setup Creates Service Accounts, the Service Account Manager is invoked silentlly without bringing up the Service Account Manager. If you select User Manages Service Accounts, the installer invokes the Service Account Manager tool, allowing you to take control of setting up the service account name and password. Once the tool is closed, the installer finishes the installation steps.

Step 10

Click Next. Setup loads any current installation settings and then: If you selected either Standard or CICM as your Logger Type, the Logger Component Properties dialog box opens. If you selected NAM as your Logger Type, the NAM Properties dialog box opens.

See Also For the Logger Component Properties dialog box, see How to Set Logger Component Properties (page 40). For the NAM Properties dialog box, see How to Set NAM Properties (page 39).

How to Set NAM Properties

Note: For complete details on configuring NAM Logger(s), see Setup and Configuration Guide for Cisco ICM Hosted .
Step 1

Specify a NAM Type:

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Chapter 6: Logger Setup About the Logger

Provisioning/Standalone NAM. Select if the Logger will provide Slave NAMs with configuration information, or if the Logger is for a standalone NAM. Slave NAM. Select to establish a slave relationship with a provisioning NAM Logger. Site Name. Machine name of the Slave Logger. Note: For an explanation of provisioning, Network Provisioning Platform (NPP) systems, and Slave NAMs, see Multiple-NAM Setup and Configuration Guide for Cisco ICM Hosted .
Step 2

Specify Provisioning NAM Information. (If the NAM type you selected was Provisioning NAM, you provide only the names of the Side A and Side B Provisioning Router machines. For Slave NAMs, enter information for all of the fields in this section.) Instance Name. Enter the Instance Name of the Provisioning NAM. Instance Number. Enter the Instance Number of the Provisioning NAM. Side A Prov. Logger. Enter the Side A machine name or IP address of the provisioning logger. Side B Prov. Logger. Enter the Side B machine name or IP address of the provisioning logger. Side A Prov. Router. Enter the Side A machine name or IP address of the provisioning CallRouter. Side B Prov. Router. Enter the Side B machine name or IP address of the provisioning CallRouter.

Step 3 Step 4 Step 5

Click Next. The Logger Component Properties dialog box appears. In the Logger Component Properties dialog box, check the Phone Home option. Click Configure. The Phone Home Configuration dialog box appears.

See Also For the Phone Home Configuration dialog box, How to Set the Phone Home Configuration (page 42).

How to Set Logger Component Properties

Note: The Cisco Technical Assistance Center (TAC) no longer supports new customers with the Remote Monitoring Suite (RMS). Cisco no longer documents nor sells TAC monitoring of ICM systems via RMS. Refer to your MSA/Master Service Agreement for more information. However, your ICM support/service provider may support RMS.

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Chapter 6: Logger Setup About the Logger

Step 1

In the Logger Component Properties dialog box, to enable the DDSN, in the Customer support section, check the Phone home option and then click Configure. The Phone Home Configuration dialog box opens. Note: Refer to the ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information on DDSN.

Step 2

If you do not wish to use Phone Home--or after you have configured Phone Home--check the Enabled box in the Outbound Option section and click Configure if you are using Cisco Outbound Option. The Outbound Option Configuration dialogue box opens. If you do not wish to use Outbound Option--or after you have configured Outbound Option--continue with the next step.

Step 3

The central ICM database resides on the Logger machine. The Purge button lets you modify advanced settings that determine how the Logger manages the database. To prevent the central ICM database from growing to infinity, the Logger must periodically purge old data from historical tables. By default, the Logger runs a purge every day during which it deletes any historical data that is greater than 100 days old. You can also configure the Logger to run a daily purge adjustment when the database fills to a defined percentage (the default is 80%). The Logger also runs a purge any time the database becomes more than 95% full. You can change when the purge job executes and how long you want the Logger to retain data for each historical table. To modify these settings, click the Purge button. The Purge Configuration dialog box opens.

Step 4

If you are running SQL Server 2005, the Apply SQL Security Hardening box appears in the Security Hardening section of the dialog box. Check the Apply SQL Security Hardening box if you want to enable security hardening. Once you enable SQL security hardening, the next time you install the software, this box will be grayed out and checked. See the Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information on ICM security hardening.

Step 5

Click Next. The Network Interface Properties dialog box opens.

See Also For the Phone Home Configuration dialog box, How to Set the Phone Home Configuration (page 42). For the Outbound Option Configuration dialogue box, How to Set the Outbound Option Configuration (page 43). For the Purge Configuration dialog box, How to Set the Purge Configuration (page 43). For the Network Interface Properties dialog box, How to Set Network Interface Properties (page 42).

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Chapter 6: Logger Setup About the Logger

How to Set Network Interface Properties

Step 1

Specify the private network interfaces for the A and (if applicable) B sides of the CallRouter (Router private interfaces) and Logger (Logger private interfaces). You can use either the host name or the IP address. Click Next. The Check Setup Information window opens.

Step 2

See Also For the Check Setup Information window, How to Complete Logger Setup (page 44).

How to Set the Phone Home Configuration

For more information on this feature refer to the ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted and the Remote Monitoring Suite documentation. Note: The ICM software cannot be installed on the same machine that is running the Listener software.
Step 1

In the Phone Home Configuration dialog box, in the CSFS (Customer Support Forwarding Service) configuration section, enter the Customer name (typically a three- or four-letter value) and Site name (for duplexed components, this value must be unique for each side; for example, LoggerA or LoggerB). Also specify the Suppression limit, which is the maximum number of times any one event can be repeated within the Suppression Time; and the Suppression time, which is the interval, in minutes, during which the Suppression Limit applies. In the Contacting Support section, specify in Heartbeat interval the number of minutes between CSFS test messages to your support provider, in User ID the login name used by DTP when connecting to the support machine, and in Password the password used by DTP when connecting to the support machine. In the Contacting Support section, specify how to contact the Primary Listener. Either specify the telephone number for a RAS connection in the Phone number field or check the Send data over local network option for a direct network connection. Modify the Import directory value by replacing the string customer_name with the actual customer name. Set Import system name and Import domain to point to the machine running the Listener. If you have a backup Listener, enter the phone and import information for the Backup Listener. In the Serial feed configuration section, check the Enable box to enable the ICM Serial Feed facility. This facility allows you to monitor ICM events locally through a serial port. Complete the Comport field with the port on the Logger through which you want to receive events. This port must be after the port used by DTP. By default, DTP uses COM1 and the Serial Feed facility uses COM2. Enter the Pipe name through which the Serial Feed facility receives events. This must always be set to CSFSEventFeed. Set the Speed at which the listening device can receive events. The default is 9600.

Step 2

Step 3

Step 4

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Step 5

Click OK, which accepts the information that you entered, and returns you to the Logger Component Properties dialog box.

See Also For the Logger Component Properties dialog box, How to Set Logger Component Properties (page 40).

How to Set the Outbound Option Configuration

Step 1

In the Outbound Option Configuration dialog box, in the SQL server system field, enter the host name or IP address of the machine that has the SQL database. Enter the Heartbeat for the connection. The default is usually acceptable. Note: Refer to the Outbound Option Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information.

Step 2

Step 3

Click OK, which accepts the information that you entered, and returns you to the Logger Component Properties dialog box.

See Also For the Logger Component Properties dialog box, How to Set Logger Component Properties (page 40).

How to Set the Purge Configuration

Step 1

To change the length of time that the Logger retains data in a table, select that Table and enter a new value for Retention period. You can also change the Purge schedule for the daily purge job. In addition, you can specify whether you want a purge to execute automatically when the database reaches the Automatic and/or Daily purge thresholds. Specify these thresholds as the percentage of the database that becomes full. Click OK, which accepts the information that you entered, and returns you to the Logger Component Properties dialog box.

Step 2 Step 3

Step 4

See Also For the Logger Component Properties dialog box, How to Set Logger Component Properties (page 40).

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Chapter 6: Logger Setup Creating the Central Database

How to Complete Logger Setup

Step 1

In the Check Setup Information window, ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click Next to begin copying files. The copying process may take several minutes to complete. You can continue with other work while Setup operates in the background.

Step 2

Step 3

If Setup successfully copies all the files, it displays the final screen and asks whether you want to start the ICM Node Manager now. Do not start the Node Manager until you have completed the entire ICM installation Click Finish to exit Setup (and optionally start the Node Manager). If you choose to start it, the Node Manager automatically starts the other ICM processes on the Logger. Note: When you have completed the Logger installation, you must use the ICMDBA utility to create the Logger database.

Step 4

Creating the Central Database

You must create a database for each Logger. To create the database and determine the appropriate size of the database, run the ICM Database Administration (ICMDBA) tool. This tool is installed on each ICM component that has an installed database (ICMDBA is in the \icm\bin directory) and on each Admin Workstation. Refer to the ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information on using the ICMDBA tool.

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Chapter 7
Admin Workstation Setup
About the Admin Workstation
The Admin Workstation (AW) is the human interface to the ICM software. It serves as a control console from which you can monitor agent and contact center activity and change how the ICM software routes contacts. For example, you can use the Admin Workstation to configure the ICM contact center data and to create routing scripts. Admin Workstations can be located anywhere, as long as they have LAN, WAN, or dial-up connections to the ICM software. There are two AW options, Real-time Distributor and Client; these options are discussed below. Before you install the Admin Workstation (AW) software, the following must have been done on the computer: Installed Microsoft Windows operating system (for version specifics refer to the Cisco Intelligent Contact Management Software Release 7.5(1) Bill of Materials)--including SNMP and (for Windows 2003) WMI. Installed Microsoft SQL Server database, if it is not a Client AW (for version specifics refer to the Cisco Intelligent Contact Management Software Release 7.5(1) Bill of Materials). Set up the Windows Active Directory services for ICM software. Set up at least one ICM instance. If you plan to install WebView, be aware that it can be installed only on a machine where there is a Primary, HDS-enabled, Real-time Distributor AW, or on its own machine. For information on installing WebView, see the WebView Installation and Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted . Admin Workstations (AWs) may be part of the Central Controller domain or in another domain. If the AW is in another domain, you must establish a two-way trust relationship between the AW and Central Controller domain.
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Chapter 7: Admin Workstation Setup About the Admin Workstation

Install the AW software on a node separate from other ICM software. The node can be located on any LAN that has WAN access to the Central Controller. You have two options when installing the Admin Workstation software: Client (no Real-time Distributor) Real-time Distributor The following table summarizes the difference between Real-time Distributor and Client-only Admin Workstations.
Table 3: Distributor vs. Client Admin Workstation

Distributor Admin Workstation

Client Admin Workstation

Types Applications Local Database Windows Service Background Processes Optional Processes

Standard Full complement, depending on type Yes Cisco ICM Distributor configlogger, histlogger, rtclient, rtdist, updateaw schman, replication

Standard Full complement, depending on type No N/A N/A N/A

Note: There must be at least one Distributor Admin Workstation at a site before a Client Admin Workstation can be installed. If you have more than one Admin Workstation on a single LAN, then only one of these machines needs to receive the real-time feed, which contains real-time monitoring data, from the Central Controller. That machine (a Distributor AW) acts as the real-time distributor and passes the real-time data to other (Client) Admin Workstations at the site. If possible, configure two machines at the site as real-time distributors: one as the primary and the other as the secondary (backup) distributor. Optionally, you can configure a real-time distributor AW to also act as a Historical Data Server (HDS). The Logger then forwards historical data to a special database on the distributor. Admin Workstations at the local site can then access historical data from the distributor rather than from the central database. (If you intend to install and use WebView for historical reporting, you must enable HDS on the distributor.) Note: For a Historical Data Server, you must first install the Admin Workstation software without the HDS option enabled. Then create the HDS database and run Setup locally to enable the HDS. Also, a WebView database must reside on a real-time distributor AW, although you can choose which distributor to put it on.

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Chapter 7: Admin Workstation Setup About the Admin Workstation

Refer to the ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for information on setting up the HDS. See Also Before You Install an ICM Component (page 10); How to Add an Instance (page 20).

How to Add an Admin Workstation Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the left column under ICM Instances, select an instance. Click Add in the Instance Components section. The ICM Component Selection dialog box opens.

Step 3

Click Admin Workstation. . The Admin Workstation Properties dialog box opens.

See Also Cisco ICM Setup dialog box (page 18); ICM Component Selection dialog box (page 24).

How to Set Admin Workstation Properties

Step 1

In the Admin Workstation Properties dialog box, select the type of Admin Workstation Configuration: Client (No Real-time Distributor). This configuration includes standard Admin Workstation applications, such as Script Editor and ICM Configuration Manager. It does not include the processes that directly manage a database. Real-time Distributor. This configuration includes the real-time distributor and real-time client processes, and all processes that directly manage the local database. A single distributor Admin Workstation can run the distributor processes for multiple customers simultaneously. However, it can run client applications (such as Script Editor and ICM Configuration Manager) for only one customer at a time. Use AW Select to change the customer.

Step 2

Select the AW Type. For ICM Enterprise, select Standard. For ICM Hosted, select one of the other choices (Limited AW, Network AW (NAM), Network AW (CICM)). Refer to the Setup and Configuration Guide for Cisco ICM Hosted for information on these AW types, and for specifics on installing them. The following instructions always assume that you have chosen Standard.

Step 3

Always choose Production Mode for the Node Manager unless you are specifically told otherwise by your ICM support provider.

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Step 4

Choose the Target drive on which you want to install the software. Note: Be sure to note the drive you are using for future reference, since this information is required when applying software patches.

Step 5

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.

See Also For AW Select, Cisco Admin Workstation Program Group (page 124). For the Real-time Distributor Node Properties dialog box, How to Set Real-time Distributor Node Properties (page 48). For the Admin Workstation Client Properties dialog box, How to Set Admin Workstation Client Properties (page 51).

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).
Step 1

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 at system startup option then you must start the Node Manager manually before you can use the ICM tools. Note: Set the Auto Start at system startup feature only after your ICM installation is otherwise complete. The server might 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.

Step 2

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. The Reskill web page does not commit changes, if run against a secondary distributor in a primary-secondary distributor site setup; therefore, use the Reskill web page on a primary distributor.

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Step 3

Check CMS Node to enable the Configuration Management Service (CMS) node. CMS is used by System IPCC, and third-party products to access and administer ICM configuration through the CMS Configuration API (Canape). Do not enable CMS if no Canape client application is present in the system. This box is automatically checked if you have checked Agent Re-skilling. Check Internet Script Editor Server if you want to download the Internet Script Editor software. For new installations, you must access a web page on the ICM distributor to download the software. The Internet Script Editor software is a self-extracting archive that you must download and run. You must have write access to the chosen install directory, and to registry branch HKEY_LOCAL_MACHINE. Note: Refer to the ICM Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information on the Internet Script Editor.

Step 4

Step 5

The Service Account Management section of the dialog box has three radio buttons. If you select Do Not Modify Service Accounts, the service accounts are not recreated and Service Account Manager is not invoked. If you select Setup Creates Service Accounts, the Service Account Manager is invoked silentlly. without bringing up the Service Account Manager. If you select User Manages Service Accounts, the installer invokes the Service Account Manager tool, allowing you to take control of setting up the service account name and password. Once the tool is closed, the installer finishes the installation steps.

Step 6

Click Next. The Real-time Distributor Properties dialog box opens.

How to Set Real-Time Distributor Properties

Step 1

In the Real-time Distributor Properties dialog box, enter the Admin site name and indicate if this is the Secondary distributor for the site (if it is the Primary distributor, leave the box unchecked). When naming AWs at the same site, use the same site name for all Distributor and Client AWs at the site.

Step 2

Indicate the Central controller preferred side, that is, indicate the side of the Central Controller from which you prefer to receive real-time data. This is important, for example, if the Admin Workstation is collocated with one side of the Central Controller. You can prevent unnecessary traffic on the wide area network by choosing the local side of the Central Controller as the preferred side. If this is a simplexed system, the preferred side must be Central controller side A.

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Step 3

Check WebView Database if you want a WebView database to reside on this Admin Workstation--see the WebView Installation and Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for additional information. Note: If you intend to install WebView on this Distributor AW machine; or if you intend to install WebView on another machine, but configured to point to this Distributor AW machine; then this Distributor AW machine must be HDS-enabled.

Step 4

Check Historical Data Server if you intend to use the HDS. Note: If you want to configure the AW as a Historical Data Server, do not check Historical Data Server the first time you run Setup. For a Historical Data Server, you must first install the Admin Workstation software without the HDS option enabled. Then create the HDS database and run Setup locally to enable the HDS. (If you check this box and no HDS database has yet been installed, inappropriate values will be set that will not be reset by simply creating the database later. Conversely, the HDS database cannot be created on a Distributor AW until the Distributor AW has been set up.) See the ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information on configuring the HDS.

Step 5

Check Partitioning to install the ICM's optional partitioning software. This allows you to partition data in the ICM database and selectively limit access that groups of users have to specific data. See the ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted for more information on ICM Partitioning. Note: Partitioning is only supported for customers using ICM Enterprise. It is not supported in ICM Hosted, IPCC Enterprise, or IPCC Hosted.

Step 6

Check Remote WebView Server(s) if one or more remote Webview servers will be accessing the database. Then click Configure to specify the remote server names. Each Real-time Distributor Admin Workstation must have a Microsoft SQL Server database. Specify the SQL Server Drive. If you are running SQL Server 2005, the Apply SQL Security Hardening check box appears on the dialog box. If you want to apply security hardening, check the Apply SQL Security Hardening box. Once you enable security hardening and then later reinstall the software, the check box is grayed out and checked. See the Security Best Practices Guide for Unified ICM/Contact Center Enterprise & Hosted for more information on ICM security hardening.

Step 7

Step 8

Step 9

In the Central Controller section, enter the enter the IP addresses or host names of the CallRouter machines for each side and the Logger machines for each side. In the case of a simplexed CallRouter/Logger, enter localhost for the B side address. Click Next. The Admin Workstation Client Properties dialog box opens.

Step 10

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How to Configure Remote WebView Server(s)

Step 1

In the Remote WebView Server(s) dialog box, specify the remote WebView servers that will be accessing the database on the AW distributor. You can enter the server's host name or IP address. You can have up to 4 remote WebView servers.

Step 2

Click OK.

How to Set Admin Workstation Client Properties

Step 1

In the Admin Workstation Client Properties dialog box, in the Real Time Distributors section, specify the Admin Workstations that will serve as the primary and (if used) secondary real-time distributors for the site. If you are setting up a real-time distributor AW, one of these fields will be greyed out and contain the information that you entered in the preceding Real-time Distributor Properties dialog box. Note: If you are configuring an HDS, be sure that you indicate it as the primary distributor. Otherwise your WebView reports will go to your Logger machine rather than to your HDS machine. Every Admin site must have at least one--and preferably two--Admin Workstations serve as real-time distributors. At any time, one distributor at each site receives real-time data directly from the Central Controller. Other Admin Workstations receive their real-time data from the distributor For a description of the real-time architecture and advice about choosing Admin Workstations to act as distributors, refer to the Pre-Installation Planning Guide for Cisco Unified ICM Enterprise . Warning: All Admin Workstations for a site must specify the same two machines as the primary and secondary real-time distributors.

Step 2

Check the Workforce Management box if you want to install ICM's optional Cisco Schedule Link product. This allows you to import scheduling information from a third-party workforce management system. Check the Outbound Option Support box to enable the Outbound Option configuration tools in the ICM Configuration Manager. Click Next. The Check Setup Information window opens.

Step 3

Step 4

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See Also For the Real-time Distributor Properties dialog box, How to Set Real-time Distributor Properties (page 49).

How to Complete Admin Workstation Setup

Step 1

In the Check Setup Information window, ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click Next to begin copying files. If Setup successfully copies all the files, it displays the final screen and asks whether you want to start the ICM Node Manager now. Do not start the Node Manager until you have completed the entire ICM installation. Click Finish to exit Setup (and optionally start the Node Manager). If you choose to start it, the Node Manager automatically starts the other ICM processes on the Admin Workstation: the local logger process, the real-time client, and (if the Admin Workstation is the active distributor) the real-time distributor.

Step 2 Step 3

Step 4

An ICM Admin Workstation icon appears on your desktop.

Admin Workstation Databases

When you install a Distributor Admin Workstation, ICM Setup automatically sizes and creates a local database on the machine. Because this database is constantly overwritten by new data, the database size remains fairly constant. You normally do not need to resize the Distributor AW real-time database. If you do need to resize the Distributor AW database, you can do so using the ICM Database Administration (ICMDBA) tool. After you install the AW, you must (if you have checked the Historical Data Server option) create an HDS database on a real-time Distributor Admin Workstation. The same considerations that affect the size of the central database also affect the size of the HDS database. For instructions on installing the HDS database with ICMDBA, refer to the ICM Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

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Chapter 8
WebView Setup
Note: For more information about installing and using Webview, see the WebView Installation and Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted This chapter contains the following topics: How to Add a WebView Component, page 53 How to Set WebView Node Properties, page 54 How to Change a Jaguar Password, page 54 How to Change a Servlet Exec Password, page 55

How to Add a WebView Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the left column under ICM Instances, select an instance. Click Add in the Instance Components section. The ICM Component Selection dialog box opens.

Step 3

Click WebView. If ICM Setup detects that any of the required third-party tools (JDK, EAServer, or New Atlanta Servlet) are not installed on the server, you will see an error message, and the installation cannot proceed. If all third-party tools are in place, you the WebView Node Properties dialog box opens. Note: If a Jaguar Password Needed dialog box appears, see the instructions in How to Change a Jaguar Password (page 54).

See Also Cisco ICM Setup dialog box (page 18); ICM Component Selection dialog box (page 24).

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How to Set WebView Node Properties

Step 1

In the WebView Node Properties dialog box, accept the default drive ), or enter a different drive letter. Note: This field is enabled only if you have not already installed the distributor AW at this machine.

Step 2

Specify Database Locations: WebView Database Hostname. Enter the machine name of the computer that holds the database WebView will use to store saved reports, favorites reports, and scheduled jobs. Distributor AW Hostname. Enter the machine name of the computer where the HDS is enabled.

Step 3

Select the Outbound Option Support checkbox only if you want to install the Outbound Option reporting templates. Leave it blank if you do not use Outbound Option. (This is blank by default. ) The Service Account Management section of the dialog box has three radio buttons. If you select Do Not Modify Service Accounts, the service accounts are not recreated and Service Account Manager is not invoked. If you select Setup Creates Service Accounts, the Service Account Manager is invoked silentlly. without bringing up the Service Account Manager. If you select User Manages Service Accounts, the installer invokes the Service Account Manager tool, allowing you to take control of setting up the service account name and password. Once the tool is closed, the installer finishes the installation steps.

Step 4

Step 5

Click Next.

How to Change a Jaguar Password

A Jaguar Password Needed dialog box appears if you changed the Jaguar Sybase EAServer connection password from the default when you installed the EAServer from the ICM Third-Party Tools CD.
Step 1

In the Enter EASever (Jaguar) Password field of the Jaguar Password Needed dialog, enter the password that you assigned when you installed the Sybase EAServer.

Note: For more information about Jaguar administration, see WebView Installation and Administration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted .

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How to Change a Servlet Exec Password

New Atlanta ServletExec is a WebView 3rd party tool and is therefore only applicable when WebView is installed in a tradiitional ICM deployment. If your environment requires a higher level of security, you might want to reset your password. To reset your password, follow these steps:
Step 1 Step 2

Select Start > Programs > New Atlanta > ServletExec 5.0 ISAPI > ServletExec Admin.. Log in to the ServletExec Administration page using the login name admin and a blank password (no password). From the left panel under Web Applications, select users. A list of users appears on the right panel.

Step 3

Step 4 Step 5

From the list of users, select admin. Select an appropriate password for admin, and click Submit. Your password is reset.

Step 6

Log in to Servlet Exec using the new password.

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Chapter 9
Peripheral Gateway Setup
About the Peripheral Gateway
Each contact center device (ACD, PBX, or IVR/VRU) communicates with ICM software through a Peripheral Gateway (PG). The PG reads status information from the device and passes it back to the ICM software. The PG runs one or more Peripheral Interface Manager (PIM) processes, which are the software components that communicate with proprietary ACD and IVR/VRU systems. Note: A single PG can support ACD PIMs, VRU PIMs, and Media Routing PIMs, though the ACD PIMs must all be of the same kind and the VRUs must all be of the same kind. Before you install a Peripheral Gateway (PG), the Windows operating system (for version specifics refer to the Cisco Intelligent Contact Management Software Release 7.5(1) Bill of Materials--including SNMP and (for Windows 2003) WMI--must be installed on the computer, you must have set up the Windows Active Directory services for ICM software, and you must have set up at least one ICM instance. Further, before you can complete the installation of a Peripheral Gateway, you must create configuration records in the ICM database. To create these configuration records you must have installed a CallRouter, a Logger, and an Admin Workstation. To configure a PG, you must know the visible network addresses for the CallRouter machines. If the PG is duplexed, you must know the visible and private network addresses of its duplexed peer. For each PG, you must have defined a Logical_Interface_Controller record, a Physical_Interface_Controller record, and a Peripheral record for each PIM you intend to configure--though at least one Peripheral record is necessary. (Configure ICM creates these records automatically if you choose Configure a PG using the PG Explorer.)

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Note: ICM software restricts running more than two PGs of the same instance on a single machine at the same time. See Also Before You Install an ICM Component; How to Add an Instance.

How to Make PG Configuration Changes

The following discusses how to create the necessary configuration records.
Step 1

Start the ICM Router, Logger, and AW services (using the ICM Service Control icon on your desktop). Start the Configuration Manager on the Admin Workstation. To start the Configuration Manager, double-click on its icon within the ICM Admin Workstation program group. Note: For information about the Configuration Manager, refer to the ICM Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

Step 2

Step 3

To create the appropriate configuration records for a PG, run the PG Explorer in Configuration Manager. The following records are created with these options: Logical_Interface_Controller (one for each PG) Physical_Interface_Controller (one for each PG) Peripheral (at least one for each PG) Routing_Client (one or more for each PG that uses Post-Routing)

Step 4

You can view and edit the individual records through the Configuration Manager. For example, to view a Logical_Interface_Controller record, choose Logical Interface Controller from the Requesters menu. The Configuration Manager displays a list of records. To view a specific record, double-click on it, or select it and click the Update button. To complete the installation of PGs, you need to get a few specific values from the records you create in the Configuration Manager, namely, the Logical Controller ID from the Logical_Interface_Controller record and the Peripheral ID from each Peripheral record.

How to Enable Device Management Protocol Connections

If you have not already done so, you must enable Device Management Protocol (DMP) connections within the CallRouter for each PG.

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Step 1

Run the local version of ICM Setup that was installed on the CallRouter machine. (The executable is ICMSetup.exe in the \icm\bin directory.) In the ICM Instance section of the Cisco ICM Setup dialog box, select the desired instance. In the Instance Components section of the Cisco ICM Setup dialog box, select the Router and click Edit. Proceed to the CallRouter's Device Management Protocol Properties dialog box, as described in "CallRouter Setup" section. Then make appropriate entries as discussed in "How to Set Device Management Protocol Properties".

Step 2 Step 3

Step 4

See Also Cisco ICM Setup dialog box (page 18). For setting DMP properties, How to Set Device Management Protocol Properties (page 29).

How to Add a Peripheral Gateway Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the left column under ICM Instances, select an instance. Click Add in the Instance Components section. The ICM Component Selection dialog box opens.

Step 3

Click Peripheral Gateway. The Peripheral Gateway Properties dialog box opens.

See Also Cisco ICM Setup dialog box (page 18); ICM Component Selection dialog box (page 24).

How to Set Peripheral Gateway Properties

Step 1

In the Peripheral Gateway Properties dialog box, check Production mode and Auto start at system startup unless you are specifically told otherwise by your ICM support provider. This ensures that the Peripheral Gateway can restart itself automatically if necessary. Note: However, 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. The IPCC Express Gateway PG may not be set to Auto Start; it must be started manually. If Auto Start is selected for this PG, it will have no effect.

Step 2

Check Duplexed Peripheral Gateway if the PG is part of a duplexed pair

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Note: The IPCC Express Gateway PG can only be installed Simplexed. This PG will be installed as Simplexed Side A even if other selections are made.
Step 3

In the ID field, select from the drop-down list the PG's device identifier as enabled in the CallRouter's Device Management Protocol Properties dialog box. Note: Each logical PG must have a unique device assignment at the CallRouter. (If a PG is duplexed, both physical machines use the same device assignment.) To add another logical PG, you must enable another PG device for the CallRouter.

Step 4

If the PG is duplexed, specify whether you are installing Side A or Side B. If the PG is simplexed, select Side A. Use the Client Type Selection section of the screen to select the type of Peripheral Gateway you want to add. Use the Add and Remove buttons to select or de-select PG types. You can install one "switch" PG type and one VRU PG at the same time. Warning: If you select IPCC System as your "switch" PG type, you must also select VRU. Note: If you select IPCC Enterprise Gateway or IPCC Express Gateway as your "switch" PG type, you cannot also select VRU. If you attempt to add a VRU in this case, an error message is displayed. To allow the ICM software to route e-mail if there is no CallManager or ACD PG installed, you need to install and configure both a Media Routing PG and a NonVoiceAgent PG. CTI Sever must also be configured on both PG machines. The MR PG interface provides routing instructions to the Cisco E-Mail Manager application, while the Non-Voice Agent PG configuration is used to report agent state and status to the ICM software.

Step 5

Step 6

Choose the local Drive on which you want to install the PG software. Note: Be sure to note the drive you are using for future reference, since this information is required when applying software patches.

Step 7

Click Next. The Peripheral Gateway Component Properties dialog box opens.

See Also For the CallRouter's Device Management Protocol Properties dialog box, How to Enable Device Management Protocol Connections (page 58).

How to Set Peripheral Gateway Component Properties

Step 1

In the Peripheral Gateway Component Properties dialog box, in the Peripheral Interface Managers section, click Add.

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The Add PIM dialog box opens.

Step 2

After you are done adding PIMs, in the Peripheral Gateway Configuration section, enter the Logical controller ID from the Logical_Interface_Controller record for the PG. You can view the Logical_Interface_Controller record for the PG using the PG Explorer tool from the Configuration Manager. The CTI Call Wrapup Data Delay applies only if a CTI application interfaces with the PG. The option specifies the number of seconds the PG waits for the CTI client to send data after the agent finishes call wrap-up. The default is 120 seconds. The PG waits this long for the CTI client to explicitly release the wrap-up data. If the time expires, the PG assumes the wrap-up data are complete. Each of the remaining options in this dialog box is available only for specific peripheral types.

Step 3

Step 4

The Demand command server option is enabled only if the PG supports Galaxy ACDs. Check this option if you want to use the ICM's Demand Command Client to send demand commands to the ACD. The Event Link option is available only if the PG supports Aspect CallCenter ACDs. Check this option if you want the PG to communicate with the ACD through the Aspect Event Link. The MIS Enabled option is available only if the PG supports Managed Interface Service. Check this option if you want the PG to communicate with the peripheral's MIS subsystem. The VRU Reporting section and its options are available only if the PG supports VRUs---and if the default behavior for VRU reporting is not enforced. Select the option that you want to use for VRU reporting. The Service Control option is enabled by default. The Definity ECS Setting section and its options are available only if the PG supports Avaya DEFINITY ECS ACDs. Check the appropriate option to specify whether the ACD runs in non-EAS mode, normal EAS mode, or EAS with PHD mode. The Using MAPD option is for DEFINITY ACDs which use the MAP/D interface. When you click the Advanced button in the Peripheral Gateway Component Properties dialog box, the MDS and DMP Properties dialog box opens. When you are done setting options in the Peripheral Gateway Component Properties dialog box, click Next. The Device Management Protocol Properties dialog box appears.

Step 5

Step 6

Step 7

Step 8

Step 9

Step 10

See Also For the Add PIM dialog box, How to Add Peripheral Interface Managers (page 66). For the MDS and DMP Properties dialog box, How to Set MDS and DMP Properties (page 62). For the Device Management Protocol Properties dialog box, How to Set Device Management Protocol Properties (page 62).

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How to Set MDS and DMP Properties

Step 1

In the MDS & DMP Properties dialog box, in the Message Delivery System section, do not change the default values for the Timed delivery queue interval or the Timed deliver queue threshold, unless told to do so by your ICM support provider. The Disable ICM time synchronization option is used to select time synchronization service. The box is checked, by default, since the Windows operating system uses its own integrated time service. However, if the machine is a workgroup machine, uncheck this box to enable ICM Time Synchronization. Note that Setup will not change current configuration when performing an Upgrade all. In the Device Management Protocol section, for the ICM system ID, enter the number of the PG as specified in the Peripheral Gateway Properties window (for example, enter 3 for PG 3). The Network Probe interval determines how frequently the PG sends test messages to the CallRouter. Do not change this value unless told to do so by your ICM support provider.

Step 2

Step 3

Step 4

Click OK when you are finished with this dialog box. This accepts the information that you entered, and returns you to the Peripheral Gateway Component Properties dialog box.

See Also For the Peripheral Gateway Component Properties dialog box, How to Set Peripheral Gateway Component Properties (page 60).

How to Set Device Management Protocol Properties

When you click Next in the Peripheral Gateway Component Properties dialog box, the Device Management Protocol Properties dialog box opens.
Step 1

In the Device Management Protocol Properties dialog box, if you prefer that the PG communicate with one side or the other of the Central Controller (for example, if the PG is collocated with one side), indicate the preferred side. Whether you specify a preferred side or not, if the PG cannot communicate with one side, it will automatically switch to the other. Indicate, for both Side A and Side B (if duplexed), whether the PG is local to (CallRouter is local (LAN)) or remote from (CallRouter is remote (WAN)) each side of the Central Controller. Note: Local means co-resident on the same box or on the same LAN.

Step 2

Step 3

The Usable bandwidth (Kbps) fields input the bandwidth (in kilobits per second) available from the PG to the CallRouter, side A and side B.
a.

If the CallRouter is local, the default is 30000 Kbps. This is usually an appropriate value.

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b. Step 4

If the CallRouter is remote, the default is 320 Kbps. This is usually an appropriate value.

In the Heartbeat interval (100 ms) fields, the default value of 4 (that is, 400 milliseconds) is usually appropriate. Heartbeats from a remote PG to the CallRouter must compete with other network traffic on the visible WAN. If bandwidth is limited, you might want to reduce the frequency of these heartbeats to allow for the timely delivery of other data from the PG. On the other hand, if the heartbeat interval is too long, network error bursts might interfere with heartbeat detection. This can cause the CallRouter to send unnecessary diagnostic traffic which places a further load on the network.

Step 5

Click Next. The Peripheral Gateway Network Interfaces dialog box opens.

See Also For the Peripheral Gateway Component Properties dialog box, How to Set Peripheral Gateway Component Properties (page 60)

How to Set Peripheral Gateway Network Interfaces

Step 1

In the Peripheral Gateway Network Interfaces dialog box, in the Private Interfaces section, enter the TCP/IP addresses of the private network for the PG machines (PG private A, PG private A high) and, if it is duplexed, its pair (PG private B, PG private B high). If the PG is simplexed, enter localhost for the B side addresses. In the Visible Interfaces section, enter the visible network addresses for the PG (PG visible A, PG visible B)and CallRouter (Router visible A, Router visible A high, Router visible B, Router visible B high) machines---see How to Set Central Controller Network Interfaces. If simplexed, enter localhost for the B side addresses. If you wish to use the Cisco ICM Quality of Service (QoS) feature for the Private Interfaces, click QoS... in that section. The PG Private Link QoS Settings dialog box opens.

Step 2

Step 3

Step 4

If you wish to use the Cisco ICM Quality of Service (QoS) feature for the Visible Interfaces, click QoS... in that section. The PG Visible Link QoS Settings dialog box opens.

Step 5

If you do not wish to use QoS---or after you have made your QoS settings---click Next. The Check Setup Information window opens.

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See Also For Router interfaces, How to Set Central Controller Network Interfaces (page 32). For the PG Private Link QoS Settings dialog box, How to Set the QoS Feature for the PG Private Interfaces (page 64). For the PG Visible Link QoS Settings dialog box, How to Set the QoS Feature for the PG Visible Interfaces (page 65). For the Check Setup Information window, How to Complete Peripheral Gateway Setup (page 65).

How to Set the QoS Feature for the PG Private Interfaces

The PG Private Link QoS Settings dialog box comes in two forms. If you are installing the PG on Side A of a duplexed system, or you are installing the PG on a simplexed system, you see the PG Private Link QoS Settings (Side A) dialog box. If you are installing the PG on Side B of a duplexed system, you see the PG Private Link QoS Settings (Side B) dialog box. Further, the precise nature of the Side A and Side B forms depends on whether you use Microsoft Packet Scheduler or not; that is, there are actually four forms.
Step 1

In the PG Private Link QoS Settings (Side A) dialog box, check Enable QoS. (There is no Enable QoS box in the PG Private Link QoS Settings (Side B) dialog box. QoS is enabled on Side B if, and only if, it is enabled on Side A.) Check Use Packet Scheduler if you plan to use Microsoft Packet Scheduler. Leave Use Packet Scheduler unchecked if you do not plan to use Microsoft Packet Scheduler. If Use Packet Scheduler is checked for Side A, it must be checked for Side B. If Use Packet Scheduler is unchecked for Side A, it must be unchecked for Side B. Note: Cisco recommends NOT implementing Microsoft Packet Scheduler for ICM 7.5(1). For more information about ICM QoS, and about this recommendation in particular, refer to the Pre-Installation Planning Guide for Cisco Unified ICM Enterprise . If you plan to use Microsoft Packet Scheduler you must install it separately---it is not installed from ICM Setup.

Step 2

Step 3

Select DSCP priority markings and 802.1p priority tagging, and enter Bandwidth information, as appropriate and allowed---if Packet Scheduler is used, Setup checks that Total usable bandwidth (Kbps) is at least 1544 and that the Bandwidth Percent values add up to 100. Note the following differences among the four forms: With Packet Scheduler there are only two priority levels (High and Low)---the Medium Priority traffic is marked the same as the Low Priority traffic. Bandwidth settings are not enabled on Side B because that information is obtained from Side A.

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The Select Network Interface Card list is used only with Packet Scheduler, in which case a Card must be selected from the display of available Cards. When using Packet Scheduler, the same DSCP and 802.1p settings must be used for every ICM instance that uses a given Network Interface Card. Record the settings you use to make sure that this rule is followed. When not using Packet Scheduler, the Side B dialog box has no fields enabled because that information is obtained from Side A.
Step 4

Click OK, which accepts the information that you entered, and returns you to the Peripheral Gateway Network Interfaces dialog box.

See Also For the Peripheral Gateway Network Interfaces dialog box, How to Set Peripheral Gateway Network Interfaces (page 63).

How to Set the QoS Feature for the PG Visible Interfaces

Step 1

In the PG Visible Link QoS Settings dialog box, check Use Packet Scheduler if you plan to use Microsoft Packet Scheduler. Leave Use Packet Scheduler unchecked if you do not plan to use Microsoft Packet Scheduler.

Step 2

Select DSCP priority markings and 802.1p priority tagging, and enter Bandwidth information, as appropriate and allowed---if Packet Scheduler is used, Setup checks that Total Usable Bandwidth (kbps) for Side A and Side B is at least 56 each and that the Bandwidth Percent values add up to 100. With Packet Scheduler there are only two priority levels (High and Low)---the Medium Priority traffic is marked the same as the High Priority traffic.

Step 3

Click OK, which accepts the information that you entered, and returns you to the Peripheral Gateway Network Interfaces dialog box.

See Also For the Peripheral Gateway Network Interfaces dialog box, How to Set Peripheral Gateway Network Interfaces (page 63).

How to Complete Peripheral Gateway Setup

Step 1

In the Check Setup Information window, ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click Next to begin copying files.

Step 2

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The copying process may take several minutes to complete. You can continue with other work while Setup operates in the background.
Step 3

If Setup successfully copies all the files, it displays the final screen and asks whether you want to start the ICM Node Manager now. Do not start the Node Manager until you have completed the entire ICM installation. Click Finish to exit Setup (and optionally start the Node Manager). If you choose to start it, the Node Manager automatically starts the other ICM processes on the PG. After installing the PG software for an Aspect ACD, you might also have to install an Application Bridge Server. After installing the PG software for a DMS-100 ACD, you might also have to install a CompuCALL Server Gateway.

Step 4

See Also For installing an Aspect Application Bridge Server, Aspect Application Bridge Server Setup. For installing a DMS-100 CompuCALL Server Gateway, CompuCALL Server Gateway Setup.

How to Add Peripheral Interface Managers

A Peripheral Interface Manager (PIM) is that part of the PG software that communicates directly with a peripheral. You must add a PIM for each peripheral associated with the PG. Each PG can have up to 32 associated peripherals (and, hence, up to 32 PIMs).
Step 1

In the Add PIM dialog box, select the appropriate Client Type from the drop-down list (either the "switch" PG type that was selected in the Peripheral Gateway Properties dialog box, or VRU, if that was selected as well, or instead). Select the PIM to add from the Available PIMs list. The list contains only PIM numbers that are not already defined for this PG. When you click OK, a Configuration dialog box appears in which you can enter the properties of the peripheral. In general, the fields in the dialog box are different for each switch type. However, each Configuration dialog box does contain an Enabled option, a Peripheral name field, and a Peripheral ID field. Click OK when you are finished with the Configuration dialog box. This accepts the information that you entered, and returns you to the Peripheral Gateway Component Properties dialog box. The specific Configuration dialog boxes are described in the following subsections.

Step 2

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How to Configure the ACP1000 PIM

Step 1

In the ACP1000 Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the Supervisor Interface section, enter the TTY Link Port Number. The ACP1000 PIM uses this link to obtain agent configuration information when the PIM starts up. In the ApplicationLink Interface section, select the type of interface you want to establish between the PG and the host server. The choices are: TCP. Click this radio button if you want to configure an ethernet connection to the host server. Enter the Host Name of the server and the TCP Port Number. Named Pipe. Click this radio button if you want to configure a named pipe connection to the host server. Enter the Pipe Name.

Step 2

Step 3

Step 4

Step 5

How to Configure the Agent Routing Services (ARS) PIM

To configure the ARS PIM:
Step 1

In the ARS PIM Configuration dialog box, to put the PIM into service, check the Enable option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. ThePeripheral name field defaults. In the Peripheral ID field, enter the ID for the peripheral. TheGateway Provider defaults toCisco. The Cisco Gateway Type defaults to Avaya. For thePBX Host Name field, enter the Host name or IP address of the AES Server where the gateway will connect via ASAI links. ForPBX Host Port Number, enter the ASAI link number(s) used for event and routing communications.

Step 2 Step 3 Step 4 Step 5 Step 6

Step 7

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The /event tag is used to indicate one or more ASAI links used for event notification and call control. You may include multiple link numbers by delimiting them with commas (e.g. /event 1,3,5). The /route tag is used to indicate the ASAI link used for SCI support via routing. Valid values include a single number from 1 to 8. Note that only one ASIA link is supported for /route. Examples of valid values for this field are /event 1 and /event 1,2 /route 3
Step 8

TheGateway Host Name is the name of the host computer that accepts information for the PIM. It defaults and is greyed out. The Gateway Host Port Number is the port number of the host computer that accepts information for the PIM. It defaults to 6101. You can change it if this port is used by another application.

Step 9

How to Configure the Alcatel A4400 PIM

Step 1

In the Alcatel A4400 Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the Alcatel host name field, enter the TCP host name of the Alcatel A4400 system. Optionally, in the Alcatel backup host name field, enter the TCP host name of the backup Alcatel A4400 system. In the Alcatel connection port field, enter the TCP port number of the Alcatel A4400 system. For Alcatel switch releases 3.0 and greater, you need to check the box labeled No Events for Calls In Progress.

Step 2

Step 3

Step 4 Step 5

Step 6 Step 7

How to Configure the Aspect PIM (using Event Link)

The dialog box you see for Aspect ACDs depends on whether or not you chose Event Link in the Peripheral Gateway Component Properties dialog box. If you chose Event Link, the Aspect Event Link Configuration dialog box opens:
Step 1

To put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running.

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Step 2

In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). Specify the primary and backup CallCenter ACDs for the Aspect Real-Time Bridge (RTB), Application Bridge (AB), and Event Monitor Request (EMR) link. Specify the TCP port used for the Event Monitor Request link in the Datalink port field. Also, if you are using the private PG interface, specify that interface in the Host Interface field. Otherwise the PG uses the public interface by default. The public and private PG interfaces are IP addresses, or names associated with the IP addresses, defined in the HOSTS file. Note: After you finish installing the PG, you may wish to install the Aspect Application Bridge Server.

Step 3

Step 4

Step 5 Step 6

See Also For the Peripheral Gateway Component Properties dialog box, How to Set Peripheral Gateway Component Properties (page 60). For installing an Aspect Application Bridge Server, Application Bridge Server Setup.

How to Configure the Aspect PIM (not using Event Link)

The dialog box you see for Aspect ACDs depends on whether or not you chose Event Link in the Peripheral Gateway Component Properties dialog box. If you did not choose Event Link, the Aspect Configuration dialog box opens:
Step 1

To put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). To provide full functionality, the PIM must establish a connection to the Aspect Application Bridge. Enter the port number for this connection (from the Aspect Data Link configuration table) in the App port field. Do not check the Offered by service option unless your ICM support provider tells you otherwise. This option prevents the PIM from gathering statistics about individual ICM routes. Note: After you finish installing the PG, you may wish to install the Aspect Application Bridge Server.

Step 2

Step 3

Step 4

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See Also For the Peripheral Gateway Component Properties dialog box, How to Set Peripheral Gateway Component Properties (page 60). For installing an Aspect Application Bridge Server, Application Bridge Server Setup.

How to Configure Automated Administrator for Symposium (AAS)

To configure Automated Administrator for the Symposium ACD, complete the AAS Configuration dialog box as follows:
Step 1 Step 2

Check Enabled to enable AAS. If Enabled is not checked, AAS is disabled. Enter the AAS Name identifying the AAS for each PIM by. Use the format "aas" and the number (for example: aas1, aas2). Note: All entries are case-sensitive. The PG name and the AAS name are each combinations of the node and the side.

Step 3

Enter the name of the Symposium Site. The Symposium Sitename is found in the Start >
Programs > Symposium Call Center Server > System Information > Site Name directory.

Step 4

Enter the following AW-1 Information:

a.

The Host Name that specifies the IP address of the AW machine for ICM primary distributor AW. The AW Link1 that specifies the ICM Distributor AW Link 1 name for the primary distributor AW. The Application Link1 name for the primary distributor.

b.

c. Step 5

Enter the following AW-2 Information:

a.

The Host Name that specifies the IP address of the AW machine for ICM secondary distributor AW. The AW Link2 that specifies the ICM Distributor AW Link 2 name for the secondary distributor AW. The Application Link2 name for the secondary distributor.

b.

c. Step 6

Enter the following AAS Host Information:

a.

The Application Username that specifies the Application Instance name. This is the same name used to configure the Application Instance in ICM Configuration Manager. In ICM

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Configuration Manager select: Tools > List Tools > Application Instance List, then click Retrieve to get the Application Instance for AAS.
b.

The Application Password Application Instance List and click Retrieve to get the Application Instance password for AAS. The SideA Host Name that specifies the AAS machine IP address/host for SideA. The SideB Host Name that specifies the AAS machine IP address/host for SideB. The RMI Port that specifies the application RMI registry port number. The SideA Port that specifies the AAS machine port for SideA. The SideB Port that specifies the AAS machine port for SideB.

c. d. e. f. g. Step 7

Enter the SEI CORBA Information:

a.

The SEI CORBA Hostname that specifies the IP address of the Symposium Call Center Server machine ("SEI CORBA" refers to the Symposium Call Center Server). The SEI CORBA Port that specifies the port of the Symposium Call Center Server machine ("SEI CORBA" refers to the Symposium Call Center Server).

b.

Step 8

Enter the SEI User Information:

a. b.

The Name field specifies the SEI user name. The Password specifies the SEI password.

How to Configure the Avaya DEFINITY PIM (not using MAPD)

The dialog box you see for DEFINITY ACDs depends on whether or not you chose the Using MAPD option in the Peripheral Gateway Component Properties dialog box. If you did not choose the Using MAPD option, the Definity ECS PIM Configuration (CVLAN on Definity LAN Gateway or BRI CallVisor PC) dialog box opens:
Step 1

To put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID).

Step 2

Step 3

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Step 4

Check CMS Enabled if you plan to use CMS, then fill in the information about the CMS connection in the Call Management System (CMS) Configuration section. The CMS Data Timeout is in milliseconds. In the CVLAN Configuration on DLG/BRI CallVisor PC section, enter the requested information about the CallVisor setup for both sides of a duplexed PG (or only for Side A if simplexed). In the Minimum number of overall ASAI links before Failover field, enter the minimum number of Adjunct Switch Application Interface (ASAI) links needed to handle the expected call load. (Each ASAI link can handle up to 8000 busy hour calls.) For each CallVisor host, enter the Hostname, and indicate which ASAI links to use. (Each ASAI link connects to a BRI or Ethernet port on the DEFINITY.)

Step 5

See Also For the Peripheral Gateway Component Properties dialog box, How to Set Peripheral Gateway Component Properties (page 60).

How to Configure the Avaya DEFINITY PIM (using MAPD)

The dialog box you see for DEFINITY ACDs depends on whether or not you chose the Using MAPD option in the Peripheral Gateway Component Properties dialog box. If you chose the Using MAPD option, the Definity ECS PIM Configuration (CVLAN on MAPD) dialog box opens:
Step 1

To put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). Use the CVLAN/MAPD Configuration fields to describe the Multi-Application Platform in Definity (MAP/D) connections for the PG (and its duplexed pair, if any). In the Monitor ASAI links field, indicate which ASAI Links in the MAP/D system the PG will use for monitoring calls, stations, and so forth. In the Post-Route ASAI links field, indicate which ASAI Links in the MAP/D system the PG will use for ICM Post-Routingpostroute_def. In the Heartbeat Maintenance field, indicate which ASAI Links in the MAP/D system the ICM will use for heartbeat maintenance. In the Minimum number of overall ASAIs links before failover field, indicate the minimum number of ASAI links required for the expected call load. If the PG is duplexed and the number of links available to the PG falls below this value, the ICM attempts to switch over to the other PG. Use the Default Timed ACW value (Seconds) field to indicate the default after-call-work (ACW) value for agents. A zero in the field indicates that the ICM will get this value from the peripheral monitor table. Values entered in this field apply only to monitored agents.

Step 2

Step 3

Step 4

Step 5

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See Also For the Peripheral Gateway Component Properties dialog box, How to Set Peripheral Gateway Component Properties (page 60).

How to Configure the CallManager PIM

To configure the CallManager PIM:
Step 1

In the CallManager Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the Agent extension length field, enter the number of digits in the agent extension. The default is 7; the maximum is 15. In the Service field, enter the host name or the IP address of the machine that is running the Cisco CallManager software. If using the host name, the name must be in the hosts file. In the User ID field, enter the User ID entered for the PG on the Cisco CallManager Administrator web page when you added the PG as a new user. (This field cannot be blank.) In the User password field, enter the User Password entered for the PG on the Cisco CallManager Administrator web page. (This field cannot be blank.) In the Mobile Agent Codec drop-down list, select a codec value. Note: Both in-coming customer call and out-going Unified MA calls must use the same codec because of the way the JTAPI connects calls through the gateways. For more information see Mobile Agent Guide for Cisco Unified CC Enterprise & Hosted.

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Step 8

How to Configure the DMS-100 PIM

Step 1

In the DMS-100 Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID).

Step 2

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Step 4

In the CompuCALL Sessions section, to configure a new CompuCALL session, click Add; to modify an existing session, select the session and click Edit. In either case, the DMS100 Session Configuration dialog box opens.

Step 5

In the DMS100 Session Configuration dialog box, enter or edit the ApplicationID, an integer that identifies the ICM as the application that is initiating the logon request. Enter or edit the BusinessGroupID, an integer that identifies your company. Your Interexchange Carrier defines this ID. Enter or edit the NetworkNodeID, an integer identifier that specifies the switch that the ICM will use to communicate. . This is the switch the host computer connects to via the CompuCALL link. Your Interexchange Carrier defines this ID.

Step 6

Step 7

Step 8 Step 9

Enter or edit the Password, which is the same as the BusinessGroupID's password. Enter or edit the ServiceID, an integer that identifies the application context to be set for the session (that is, a service profile containing Application Service Options or subsets, as defined by your Interexchange Carrier). Enter or edit the ServiceVersion, an integer that specifies the application level or the signaling version that the host application is using (for example, 35 for BCS35). The CompuCALL Link IDs section shows the CompuCALL links defined on the local computer. The CompuCALL link defines how the ICM PG interacts with the DMS-100.

Step 10

Step 11

Click OK. This accepts the information that you entered, and returns you to the DMS-100 Configuration dialog box.

Step 12

In the DMS-100 Configuration dialog box, in the CompuCALL Links section, to configure a new CompuCALL link, click Add; to modify an existing session, select the link and click Edit. In either case, the DMS-100 Link Configuration dialog box opens.

Step 13

In the DMS-100 Session Configuration dialog box, the X.25 link option is the only one currently available. Enter or edit the Port Number, an integer identifier for the X25 card installed on the local computer. Enter or edit the User Data, which is four octets of data (each octet ranging from 0 to 255, expressed in hexadecimal). These data are provided by the Interexchange Carrier as the PROTOCOL sub-field.

Step 14

Step 15

Enter or edit the Local Address, the X25 address of the local computer. The system administrator provides this value.

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Step 16

Enter or edit the Remote Address, the X25 address of the remote switch. The system administrator provides this value. Click OK. This accepts the information that you entered, and returns you to the DMS-100 Configuration dialog box.

Step 17

Step 18

Enter the TCP Interface Hostname (or IP address) and the TCP Port Number. Note: After you finish installing the PG, you may wish to install the DMS-100 CompuCALL Server Gateway.

See Also For installing the DMS-100 CompuCALL Server Gateway, CompuCALL Server Gateway Setup.

How to Configure the Expert Advisor PIM

Step 1

In the Expert Advisor Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Expert Advisor is running. In the Peripheral name field, enter the Peripheral name of the peripheral from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value of the peripheral from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In Expert Agent Runtime Server name, enter the hostname or IP address of the Expert Agent Runtime server. In Expert Agent Runtime Server port, enter the port number for the Expert Agent Runtime server. Click OK.

Step 2

Step 3

Step 4

Step 5

Step 6

How to Configure the G2 PIM

Step 1

In the G2 Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name).

Step 2

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Step 3

In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the Application host name field, enter the name of the host computer that passes information to the PIM. In the Receive connection port field, enter the PG port number on which the PIM receives the information

Step 4

Step 5

How to Configure the Galaxy PIM

Step 1

In the Galaxy Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). Specify the Galaxy ACD X.25 port used for the Foreign Processor Data Link (FPDL). The PIM connects to this port to monitor data from the Galaxy ACD. The ICM collects information from the Galaxy ACD at the end of each logging period. In the Log period minutes field, specify the length of the logging period used by the ACD. In the Daily cutoff minutes field, specify how many minutes after midnight the first period of each day begins. In addition to the normal database tables for peripheral historical and real-time data, the ICM optionally populates additional tables with unprocessed historical data directly from the Galaxy. This allows you, for example, to run legacy reports on Galaxy data. You can choose to populate any or all of these additional tables by checking the appropriate options in the Pass through section. The VarCTI facility is an optional feature of the Galaxy ACD that provides host computing services through a VarCTI server. If the PG connects to the VarCTI server for the ACD, check the Enabled box in the VarCTI section. Then enter the Hostname or IP address of the VarCTI server, the Port on the server that the PG uses, and the Switch ID---the identifier for the ACD recognized by the server.

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Step 8

How to Configure the IPCC Enterprise Gateway PIM

Step 1

In the IPCC Enterprise Gateway Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running.

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Step 2

In the Peripheral name field, enter the Peripheral name of the parent server from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value of the parent server from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In System PG A name, enter the hostname or IP address of the Side A child server. In System PG A port, enter the port on the Side A child server (the server port of the CG). If the child system is duplexed, in System PG B name and System PG B port enter the corresponding information for Side B. If the child system is simplexed, leave these fields blank. Note: The System PG A and B port numbers are the port numbers for the CTI Server running on the System PG machine. These default to 42027 (Side A) and 43027 (Side B) and cannot be configured on System IPCC. On enterprise IPCC using the System PG, the ID changes based on the PG (PG1A, PG2A, etc.) . As necessary, these port numbers can be confirmed as follows: On the System PG machine, examine the Process Information window for the CTI process (for side A, this would be CG1A; for side B, CG1B). The port used by that process displays in the Process Information window's title bar.

Step 3

Step 4 Step 5 Step 6

Step 7

In System PG Peripheral ID, enter the Peripheral ID of the Side A child peripheral (if the child system is duplexed, the Peripheral ID is the same for Side A and Side B).

How to Configure the IPCC Express Gateway PIM

Step 1

In the IPCC Express Gateway Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name of the parent server from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value of the parent server from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the IPCC Express Host Name field, enter the hostname or IP address of the child server. In the IPCC Express Host Port field, enter the port of the child server.

Step 2

Step 3

Step 4 Step 5

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How to Configure the IPCC System PIM

Note: An IPCC System PIM must have a VRU PIM associated with it. When a VRU PIM is installed along with the IPCC System PIM, the Peripheral ID for the VRU will automatically be assigned by Setup, and cannot be changed by the user. The valid range for VRU Peripheral IDs is 4500-4999, starting with 4500. However, if VRUs with Peripheral IDs 4500, 4501, and 4502 exist, and then the VRU with Peripheral ID 4501 is deleted, if a new VRU PIM is added, that new VRU PIM will have the Peripheral ID 4501 rather than 4503. That is, the Peripheral IDs are reusable.
Step 1

In the IPCC System Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the Agent extension length field, enter the number of digits in the agent extension. The default is 7; the maximum is 15. In the Service field, enter the host name or the IP address of the machine that is running the Cisco CallManager software. If using the host name, the name must be in the hosts file. In the User ID field, enter the User ID entered for the PG on the Cisco CallManager Administrator web page when you added the PG as a new user. (This field cannot be blank.) In the User password field, enter the User Password entered for the PG on the Cisco CallManager Administrator web page. (This field cannot be blank.)

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

How to Configure the MD110 PIM

Step 1

In the Ericsson MD110 Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the Application Link Host field, enter the IP host name or IP address of the machine with the Application Link software.

Step 2

Step 3

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Step 5

In the Connection Port field, enter the TCP server port used by the Application Link machine. The default is 2555. The Application Link Option field must be set to 1. The CCM ODBC DSN name must be the same name used when configuring the DSN for the Call Center Manager (CCM) connection. The CCM Machine Name must be the name of the machine that holds the CCM database. The CCM User Name is the name of the user that has access to the CCM machine. The CCM Password is the password assigned for the CCM user.

Step 6 Step 7

Step 8 Step 9 Step 10

How to Configure the MediaRouting PIM

The MediaRouting Configuration dialog is used to configure the Media Routing interface. This interface allows application software, such as Cisco E-Mail Manager and Cisco Collaboration Server, to access the ICM software task and agent management services for different customer contact media, such as e-mail, fax, Web-collaboration, Internet-chats, and voice. Note: In most cases, the MediaRouting PG tracks and records the state and activity of all voice and non-voice agents. However, you can configure a Non-Voice PG rather than a Media Routing PG to monitor state and activity of agents who are non-voice agents. However, this is optional, and not necessary if you already have a MediaRouting PG configured for Voice agents. Customer contact applications use the MediaRouting interface to request instructions from the ICM software, when they receive a contact request from a customer using one of the media, such as e-mail, fax, Web-collaboration, Internet-chat or voice. When the ICM software receives a new task request from the application, the ICM runs a pre-defined ICM script to determine how to handle the task. As a result of the execution of the ICM script, ICM sends an instruction to the application to do one of the following: Execute an application script that is stored on the application server, and return the application script execution result to ICM. ICM then tries to find a best available agent that has the matching skill within the enterprise, and assigns this agent to this task. Handle the new task with an ICM determined best available agent that has the matching skill within the enterprise.
Step 1

In the MediaRouting Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID).

Step 2

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Step 4

In Application Hostname (1), enter the host name or the IP address of the application server machine (Collaboration Server or E-Mail Manager). If using the host name, the name must be in the hosts file. In Application Connection Port (1), enter the port number on the application server machine that the PIM will use to communicate with the application. Note: If you are configuring the PIM for the Cisco ICM E-Mail Manager option, use 1600 for the connection port number. For the Cisco ICM Collaboration Server option, use the default of 2000. This also applies for the application connection port (2).

Step 5

Step 6

If two applications will interface with the ICM software, in Application Hostname (2), enter the host name or the IP address of the second application server machine (Collaboration Server or E-Mail Manager). If using the host name, the name must be in the hosts file. If two applications will interface with the ICM software, in Application Connection Port (2), enter the port number on the second application server machine that the PIM will use to communicate with the application. In Heartbeat Interval (seconds), specify how often the PG will check its connection to the application server. The default value is usually appropriate. In Reconnect Interval (seconds), specify how often the PG will try to re-establish a lost connection to the application server. The default value is usually appropriate.

Step 7

Step 8

Step 9

How to Configure the Meridian PIM

In the Meridian Configuration dialog box, the Simulator machine option is for internal Cisco use only.
Step 1

To put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the Interface section, select the interface to be used between the Meridian and the PG. The following table summarizes the interface options. Note: The Enhanced CTI interface provides additional detail about call handling (such as transfers and conferences), but also requires additional configuration. For help in choosing the best interface, consult your ICM support provider.

Step 2

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Table 4: Meridian to PG Interfaces

Interface

Description

Enhanced CTI using MEI and Meridian Provides enhanced data for CTI applications in Link or SCCS with MLS addition to normal Pre-Routing, Post-Routing, and monitoring capabilities. MEI with Meridian Link or SCCS with Provides normal Pre-Routing, Post-Routing, and MLS for Post-Routing only monitoring capabilities. MEI with no Meridian Link or SCCS with MLS High Speed Link Provides normal Pre-Routing and monitoring capabilities. Provides limited capabilities; supported for backwards compatibility only.

Step 5

If you choose the enhanced CTI interface, you can also choose what information to save in Termination Call Detail rows. Information from the MEI or High Speed Link includes queuing information such as delay times. Information from the Meridian Link or SCCS with MLS contains information set by a CTI client, such as call variables and wrap-up data. (If you choose both, the ICM software writes two Termination Call Detail rows for each call.) You can specify the type of DNIS matching that the PG applies to the ACD by checking the Enable partial DNIS matching, Partial DNIS matches on last 4 digits, and Match any trunk group options. The PG must connect to either the ACD's Meridian Event Interface (MEI) of an associated MAX system or to the High Speed Link (HSL). If you plan to use the HSL interface, you must have selected High Speed Link in the Interface section. If you plan to use MEI, you must have selected one of the three MEI options in the Interface section. Note that the PG can connect to an MEI proxy server if there is more than one MEI client. To support Post-Routing, the PG must connect to the ACD's Meridian Link or SCCS with MLS interface. To enable this feature, you must have chosen one of the two Meridian Link options in the Interface section.

Step 6

Step 7

If the PG communicates with the PG through the Meridian Event Interface (MEI), fill in the fields in the MEI configuration section.
a.

In the MEI Server A field, enter the IP name or address of the MAX system that is running the MEI. (If you use a name, that name must be in the PG's host file.) Similarly for the MEI Server B field if the servers are duplexed. In the MEI Server A port field, enter the port number used when MEI was configured on the MAX. The preferred port number is 44444. Similarly for the MEI Server B port field if the servers are duplexed. Set the Client ID to Cisco_ICM (the default).

b.

c.

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Step 8

If the PG has a connection to the ACD's Meridian Link or SCCS with MLS, fill in the fields in the Meridian Link configuration section.
a.

In the Server name field, enter the IP name or address of the Meridian Link or SCCS with MLS system. (If you use a name, that name must be in the PG's host file.) In the Server port field, enter the well-known port used by the Meridian Link or SCCS with MLS (3000, by default). In the Link Host Name field, enter the TCP hostname specified in the Meridian Link's link 1 configuration file. In the Link Machine Name field, enter the Meridian 1 Machine name specified in the Meridian Link's link 0 configuration file. In the Instance Number field, enter the Meridian 1 customer number for which the PG routes calls.

b.

c.

d.

e.

Step 9

If the PG communicates with the ACD through the High Speed Link (HSL), fill in the fields in the High speed link configuration section.
a.

To allow the proper initialization of agent state data, set MAX screen scrape to 1 and set MAX port to the name of the Meridian MAX port. In MAX ID and MAX password, enter the MAX supervisor ID and password to be used to retrieve the information. In the HSL port field, enter the name of the Meridian HSL port to which the PG connects.

b.

c.

Note: After you finish installing the PG, you may wish to install the Cisco MEI Server. This is used in configurations where multiple connections to the MEI are required. The Cisco MEI Server, and its installation, are discussed in the Cisco ICM Software ACD Supplement for Nortel Meridian.

How to Configure the NEAX2400 PIM

Step 1

In the NEAX2400 Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). Enter the Switch IP Address of the OAI/Infolink interface of the NEC switch. This can be found by using the AIPT command of the NEC IMXMAT utility.

Step 2

Step 3

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Step 5

The Port Number Start and Port Number End must be set to the port number of the first port in the 16 port range of ports provided by the NEC switch. This is currently 1024.

How to Configure the NonVoiceAgent PIM

In most cases, the MediaRouting PG tracks and records the state and activity of all voice and non-voice agents. However, you can configure a Non-Voice PG rather than a Media Routing PG to monitor state and activity of agents who are non-voice agents. However, this is optional, and not necessary if you already have a MediaRouting PG configured for Voice agents.
Step 1

In the NonVoiceAgent Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID).

Step 2

Step 3

How to Configure the Rolm 9005 PIM

Step 1

In the Rolm 9005 Configuration, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). Enter the Revision number of the ACD. In the Supervisor Terminal Settings section, enter the login ID (Supervisor user ID) and password (Supervisor Password) that the PG will use to connect to the ACD's Supervisor terminal port. Enter the number of the First COM port on the PG through which the PG communicates with the Supervisor terminal interface and the total number of COM ports (Num COM Ports) the PG uses. In the COM Port Setting section, specify the Idle timeout and Wait timeout values in milliseconds. Specify the Baud rate and Parity for the COM ports.

Step 2

Step 3

Step 4 Step 5

Step 6

Step 7

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How to Configure the Siemens Hicom PIM

Step 1

In the Siemens 9751 Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the CallBridge host name field, enter the TCP/IP host name for the CallBridge for Workgroups connection on the ACD. In the CallBridge connection port field, enter the port number for the connection (1040 by default).

Step 2

Step 3

Step 4

Step 5

How to Configure the Spectrum PIM

Step 1

In the Spectrum Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name) In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the Spectrum Revision field, enter the revision number of the Spectrum ACD. If you use a group number greater than 255, set Two Byte Groups to 1; otherwise, set to 0. In the Supervisor CRT section, enter the login ID (Supervisor ID) and password (Supervisor Password) that the PG will use to connect to the Spectrum's Supervisor CRT port. Enter the number of the COM port (CRT port) on the PG through which the PG communicates with the Supervisor CRT interface and the baud rate (CRT baud rate) of that port. In the Transaction Link section, first specify whether to use the X.25, TCP, or DualLink interface.
a.

Step 2

Step 3

Step 4 Step 5 Step 6

Step 7

Step 8

If you choose X.25, enter the number of the X.25 port on the PG through which the PG communicates with the Spectrum's Transaction Link. If you choose TCP or DualLink, enter the TCP Hostname for the ACD and the Port number for the Transaction Link. Note that two Transaction Link ports are needed configured on the two PDI III cards for Duplex PG with DualLink configuration.

b.

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How to Configure the Symposium PIM

Step 1

In the Symposium Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). In the SCCS Host field, enter the IP host name or IP address of the Symposium Call Center Server. If using the IP host name, the name must be in the IP hosts file used by the PG. Use the radio button to set the Symposium Version number you are using. Use the Meridian Link Configuration section to configure the link to the Meridian switch.

Step 2

Step 3

Step 4

Step 5

Step 6

In the Link Host Name field, enter the TCP hostname specified in the link 1 configuration file on the Meridian Link system. The default, Lanlink, is usually appropriate. In the Link Machine field, enter the Meridian 1 Machine name specified in the link 0 configuration file on the Meridian Link system. The default, SL16, is usually appropriate. In the Server port field, enter the well-known port used by the Meridian Link. The default is 3000. In the Instance Number field, enter the instance number on the Meridian 1 for which the PG routes calls. The default is 0. Use the RTD Link Configuration section to configure the Real Time Data link, which is used for agent reporting.

Step 7

Step 8

Step 9

Step 10

In the Client Login field, enter the user name that was assigned for RTD requesters on the SCCS. The default is sysadmin. In the Client Password field, enter the password for the specified user. The default is nortel. Use the HDX Link Configuration section to configure the Host Data Exchange link, which is used for Symposium call scripting processing.

Step 11

Step 12

In the Client Host Name field, enter the IP name or IP address for the Symposium PG machine. If using the IP name, the name must be in the IP hosts file used by the PG. In the Client Provider field, enter the ID by which the HDX server will identify the Symposium PG. The default is 64206. Normally, the default is used. In the Client Instance field, enter the instance string that the Symposium PG sends to the HDX server. The default is Cisco Symposium PIM. Normally, the default is used.

Step 13

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Step 15

If you are installing Automated Administrator for the Symposium ACD, check Install AAS. Refer to How to configure Automated Administrator for Symposium (AAS) (page 70) for additional information on configuring AAS.

How to Configure the VRU PIM

To configure the VRU PIM, complete the following steps:
Step 1

In the VRU Configuration dialog box, to put the PIM into service, check the Enabled option. This allows the PIM to communicate with the peripheral when the Peripheral Gateway is running. In the Peripheral name field, enter the Peripheral name from the Configuration Manager (use the PG Explorer tool to view the Peripheral name). In the Peripheral ID field, from the Peripheral record, enter the Peripheral ID value from the Configuration Manager (use the PG Explorer tool to view the Peripheral ID). Note: There are cases in which the Peripheral ID for a VRU is automatically assigned by Setup.

Step 2

Step 3

Step 4 Step 5 Step 6

In the VRU host name field, enter the name by which the VRU is known to the network. Enter the number of the VRU connection port that the PG connects to. In the Reconnect interval (sec) field, specify how often, in seconds, the PG will try to re-establish a lost connection to the VRU. The default value is usually appropriate. In the Heartbeat interval (sec) field, specify how often, in seconds, the PG will check its connection to the VRU. The default value is usually appropriate. In the DSCP field, use the drop-down box to override the default value and set it to the desired DSCP value. The list of DSCP values in the drop-down box are the same as what are used during setup for connection between the Peripheral Gateway (PG) and the CallRouter. On an existing VRU PG system, this registry key will not exist. In that scenario, the PIM code will use CS3 as the default value when the VRU PIM process is activated.

Step 7

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Chapter 10
CTI Server Setup
About the CTI Server
The CTI Server is an optional ICM node that allows a desktop or server application to receive call control information from the ICM and from call center peripherals. This information can be used, for example, in a screen pop on the agents desktop. The CTI Gateway is available as part of the CiscoEnterprise CTI product. Note: Cisco supports installation of CTI Server on the same machine where the Peripheral Gateway software is installed. Installing CTI Sever on a machine separate from the PG may cause network problems including, but not limited to, network disconnects, agents missing calls, and agents forced into Not_Ready. Before installing CTI Server, you must have installed/set up all the other components of ICM as described in the preceding sections.

How to Add a CTI Server Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the left column under ICM Instances, select an instance. Click Add in the Instance Components section. The ICM Component Selection dialog box opens.

Step 3

Click CTI Server. The CTI Server Properties dialog box opens.

See Also Cisco ICM Setup dialog box (page 18); ICM Component Selection dialog box (page 24).

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How to Set CTI Server Properties

Step 1

In the CTI Server Properties dialog box, check Production mode and Auto start at system startup unless you are specifically told otherwise by your ICM support provider. This ensures that the CallRouter can restart itself automatically if necessary. Note: However, 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.

Step 2 Step 3

Check the Duplexed CTI Server option if you are configuring redundant CTI Server machines. In the CG (CTI Gateway) node properties section, the CG node ID must match the PG node ID (for example, CG 1 and PG 1). The ICM system ID is the Device Management Protocol (DMP) number of the PG associated with the CTI Gateway. Generally this is the same as the number associated with the CG ID in step 3. If the CTI Server will be duplexed, specify which Side you are installing: Side A or Side B. If the CTI Server will be simplexed, choose Side A. Click Next. Setup loads any current installation settings and then the CTI Server Component Properties dialog box opens.

Step 4

Step 5

Step 6

How to Set CTI Server Component Properties

Step 1

In the CTI Server Component Properties dialog box, Setup automatically generates a Client Connection Port Number. You can use this value or change to a standard port number. Clients use this port number to connect to the CTI Server. If you have multiple nodes running on a single machine, each must use a different port number.

Step 2

If you want to require that an agent be logged into the client before the client receives events from the CTI Server, check the Agent Login Required for Client Events box. This prevents clients from accessing data for other agents. Click Next. The CTI Server Network Interface Properties dialog box opens.

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How to Set CTI Server Network Interface Properties

Step 1

In the CTI Server Network Interface Properties dialog box, in the PG public interfaces section, enter the public network addresses for the PG (or PGs, if duplexed) associated with the CTI Server. In the CG private interfaces section, enter the private network addresses of the CTI Server. In the CG visible interfaces section, enter the visible network addresses of the CTI Server. Click Next. The Check Setup Information window opens.

Step 2 Step 3 Step 4

How to Complete CTI Server Setup

Step 1

In the Check Setup Information window, ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click Next to begin copying files. The copying process may take several minutes to complete. You can continue with other work while Setup operates in the background.

Step 2

Step 3

If Setup successfully copies all the files, it displays the final screen and asks whether you want to start the ICM Node Manager now. Do not start the Node Manager until you have completed the entire ICM installation. Click Finish to exit Setup (and optionally start the Node Manager). If you choose to start it, the Node Manager automatically starts the other ICM processes on the CTI Server.

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Chapter 11
Network Interface Controller Setup
About the Network Interface Controller
The Network Interface Controller (NIC) connects the ICM software to the IXC signaling network. The NIC receives a route request from the signaling network for each incoming call and passes the request to the ICM software. The ICM software responds with routing information (a routing label), which the NIC passes back to the IXC signaling network. NICs are implemented as software on the same server as the CallRouter. Before you can complete the installation of a Network Interface Controller (NIC), you must create configuration records in the ICM database. To create these configuration records you must have installed a CallRouter, a Logger, and an Admin Workstation. Caution: Your NIC Server MUST be on the same domain as the ICM. This section discusses: Running the ICM Configuration Manager on an Admin Workstation to create configuration records for NICs. Running the local ICM SETUP on the CallRouter machine to set up NICs on that machine.

How to Create Necessary Configuration Records

The following discusses how to create the necessary configuration records.
Step 1 Step 2

Start the ICM AW, Logger and Router services. Start the Configuration Manager on the Admin Workstation. To start the Configuration Manager, double-click on its icon within the ICM Admin Workstation program group.

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For information about the Configuration Manager, see the ICM Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
Step 3

To create the appropriate configuration records for a NIC, run the NIC Explorer from the ICM Admin Workstation Group directory. The following records are created with these options: Logical_Interface_Controller (one for each NIC) Physical_Interface_Controller (one or more for each NIC) Routing_Client (one or more for each NIC)

Step 4

You can view and edit the individual records through the Configuration Manager. For example, to view a Logical_Interface_Controller record, choose Logical Interface Controller from the Requesters menu. The Configuration Manager displays a list of records. To view a specific record, double-click on it, or select it and click the Update button. To complete the setup for NICs, you need to get a few specific values from the records you create in the Configuration Manager, namely, the Physical Controller ID from each Physical_Interface_Controller record.

How to Configure the AT&T NIC

Step 1

In the AT&T NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate. Use the Gateway Properties section to enter values for each connection between the NIC and the AT&T Gateway.

Step 2

Step 3

In the Description field, enter any descriptive text you want for the connection to the AT&T Gateway. In the Address field, enter the IP address or hostname for the AT&T Gateway. In the Port field, enter the TCP port to use for connection to the AT&T Gateway.

Step 4 Step 5

How to Configure the AUCS INAP NIC

Step 1

In the Unisource NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate.

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Use the Gateway Properties section to enter values for each connection between the NIC and the Unisource INAP Gateway.
Step 3

In the Description field, enter any descriptive text you want for the connection to the Unisource INAP Gateway. In the Address field, enter the IP address or hostname for the Unisource INAP Gateway. In the Port field, enter the TCP port to use for connection to the Unisource INAP Gateway.

Step 4 Step 5

How to Configure the CAIN NIC

Step 1

In the CAIN NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate. Use the Gateway Properties section to enter values for each connection between the NIC and the CAIN Gateway.

Step 2

Step 3

In the Description field, enter any descriptive text you want for the connection to the CAIN Gateway. In the Address field, enter the IP address or hostname for the CAIN Gateway. In the Port field, enter the TCP port to use for connection to the CAIN Gateway.

Step 4 Step 5

How to Configure the CRSP NIC

Step 1

In the CRSP NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate. Use the SCP/VRU Clients section to enter values for the SCP. Check the Enabled box to enable an SCP. In the Description field, enter a description of the SCP. In the Description field, enter a description of the SCP. In the IP Address field, enter the IP address of the SCP. In the Client ID field, enter the ID of the SCP. If there are multiple SCPs using the same IP address, the Client ID must be unique for each SCP at the address.

Step 2 Step 3 Step 4

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How to Configure the CWC NIC

Step 1

In the CWC NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate. Use the Gateway Properties section to enter values for each connection between the NIC and the CWC Gateway.

Step 2

Step 3

In the Description field, enter any descriptive text you want for the connection to the CWC Gateway. In the Address field, enter the IP address or hostname for the CWC Gateway. In the Port field, enter the TCP port to use for connection to the CWC Gateway.

Step 4 Step 5

How to Configure the GKTMP NIC

Step 1

In the GKTMP NIC Properties dialog box, use the Network Interface Controller Properties to apply settings to the NIC device. In the Local IP Address field, enter the IP address or host name for the GKTMP NIC. In the Listening TCP Port Number field, enter the port number that the GKTMP NIC will use to listen for TCP/IP connections. In the Physical Controller ID field, enter the Integer identifier for the GKTMP NIC from the Physical_Interface_Controller table in the ICM database. In the Maximum number of Sessions field, enter the number of sessions you want the NIC to support. The GKTMP NIC supports up to a maximum of 64 sessions. In the RAS Port Number field, enter the port number used in the LCF response message for the Registration, Admission and Status protocol address. The default is 1719. Check the Provide distinct LRQ destInfo alias address space box if you want the GKTMP NIC to add a special prefix character to all LRQ destinationInfo aliases before they go to the NAM router. Check the Cycle through alternate EP selections box to enable the GKTMP NIC to cycle alternate EP selections. A maximum of ten endpoint transport addresses are configurable in the NAM.

Step 2 Step 3

Step 4

Step 5

Step 6

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How to Configure the ICRP NIC

Set up the Network Interface Controller (NIC) for an Intelligent CallRouter Protocol (ICRP) routing client in the ICRP Properties dialog box. This dialog box opens when you choose ICRP and click its Configure button in the Router Component Properties window.
Step 1

Physical controller Integer identifier for the ICRP NIC from the Physical_Interface_Controller table in the NAM database.. ICRP NIC ID Specify the ApplicationGatewayID for the ICRP NIC as configured in the NAM database. IP Name The high priority private network address of the CallRouter. The routing client recognizes this as the CallRouter source IP address. Handshake timeout Milliseconds to wait for a handshake response from the routing client. In the Maximum number of Sessions field, enter the number of sessions you want the NIC to support. The GKTMP NIC supports up to a maximum of 64 sessions. Network Applications Manager/Service Control Point Specify the Side A and Side B addresses for each Network Applications Manager (NAM) that acts as a Service Control Point (SCP) for the ICRP NIC. Side A address Enter the address of the Side A SCP. Side B address Enter the address of the Side B SCP.

Step 2

Step 3

Step 4 Step 5

Step 6

Step 7 Step 8

How to Configure the INCRP NIC

Refer to the Setup and Configuration Guide for Cisco ICM Hosted for information on configuring the INCRP NIC.

How to Configure the MCI NIC

Step 1

In the MCI NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. Typically, you do not need to change any other values in this dialog box. The first field is initialized to the high priority, private network IP address of the CallRouter machine. The other values are standard defaults for all MCI NICs.

Step 2

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How to Configure the Nortel NIC

Step 1

In the Nortel NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate. In the bottom part of the dialog box, fill in the specific information for each network SCP that communicates with the NIC.

Step 2 Step 3

How to Configure the NTL NIC

Step 1

In the NTL NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the dialog box, the default values are usually appropriate.

Step 2

How to Configure the Sprint NIC

Step 1

In the Sprint NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. Set the Number SCPs field to 4. Typically, you do not need to change any other values in this dialog box. The Number links per SCP is standard for all Sprint NICs. Do not change the values of the other fields unless told to do so by your ICM support provider.

Step 2 Step 3

How to Configure the SS7IN NIC

Step 1

In the SS7IN NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate. Use the Gateway Properties section to enter values for each connection between the NIC and the SS7IN Gateway. Note: Only one SS7IN Gateway per server is supported.

Step 2

Step 3

In the Description field, enter any descriptive text you want for the connection to the SS7IN Gateway. In the Address field, enter the IP address or hostname for the SS7IN Gateway.

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Step 5

In the Port field, enter the TCP port to use for connection to the SS7IN Gateway.

How to Configure the Stentor NIC

Step 1

In the Stentor NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate. In the bottom part of the dialog box, fill in the specific information for each network ATfG that communicates with the NIC.

Step 2 Step 3

How to Configure the TIM INAP NIC

Step 1

In the TIM INAP NIC Properties dialog box, enter the Physical controller ID value from the Configuration Manager. For the other fields in the top part of the dialog box, the default values are usually appropriate. Use the Gateway Properties section to enter values for each connection between the NIC and the TIM INAP Gateway.

Step 2

Step 3

In the Description field, enter any descriptive text you want for the connection to the TIM INAP Gateway. In the Address field, enter the IP address or hostname for the TIM INAP Gateway. In the Port field, enter the TCP port to use for connection to the TIM INAP Gateway.

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Chapter 12
CompuCall Server Gateway Setup
About the CompuCALL Server Gateway
For a DMS-100 ACD, the ICM Peripheral Gateway connects to the DMS-100 CompuCALL interface. If another application also requires a connection to the DMS-100, then you must install the CompuCALL Server (CCS) so that the PG and application can share a session on the DMS-100. Install the CCS after you have installed the PG software.

How to Add a CompuCALL Server Gateway Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the left column under ICM Instances, select an instance. Click Add in the Instance Components section. The ICM Component Selection dialog box opens.

Step 3

Click CompuCALL Server Gateway. The CompuCALL Server Gateway Properties dialog box opens.

See Also Cisco ICM Setup dialog box (page 18); ICM Component Selection dialog box (page 24).

How to Set CompuCALL Server Gateway Properties

Step 1

In the CompuCALL Server Gateway Properties dialog box, in the Node Manager Properties section, choose Production mode and Auto start at system startup unless you are specifically told otherwise by your ICM support provider.

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Step 2

In the CCS node properties section, enter the CCS Gateway ID and the ICM system ID number for the CCS Node. Since the CCS must be simplexed, Side A is the only option. Choose the local Drive on which you want to install CCS. Click Next. The CompuCALL Server Gateway Component Properties dialog box opens.

Step 3

How to Manage CompuCALL Server Gateway Component Properties

The CompuCALL Server Gateway Component Properties dialog box lets you add, edit, or remove CompuCALL Server configurations.
Step 1

Do one of the following:

a. b.

Click Add, to add a new server configuration. Select a server in the CompuCALL Servers list and click Edit, to make changes regarding that server configuration. Select a server in the CompuCALL Servers list and click Delete, to remove that server configuration from the list.

c.

Step 2 Step 3

If you clicked Add or Edit, the CompuCALL Server Properties dialog box opens. When you are finished with this dialog box, click Next. The Check Setup Information window opens.

See Also For the CompuCALL Server Properties dialog box, How to Set CompuCALL Server Properties (page 100). For the Check Setup Information window, How to Check Setup Information (page 104)

How to Set CompuCALL Server Properties

Step 1

In the CompuCALL Server Properties dialog box, if you want to the server to accept any session, check the Accept Any Session box. In the CompuCALL Server Interface Parameters section, enter the parameters required to configure the connection to the CompuCALL Server. It is not necessary to enter the ServerID. In the EMTPort field, enter the port number that the DMS PIM uses to communicate with the CCS (40429 is the default). In the TCP Port field, enter the port number that the third-party application and the DMS PIM will use to communicate with the CCS (2500 is the default).

Step 2

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Step 3

In the ACD Links section, you can Add, Edit or Delete an ACD link. When you click the Add or Edit button, the ACD Link Configuration dialog box opens and allows you to configure an ACD link. In the CompuCALL Sessions section, you can Add, Edit or Delete a CompuCALL session. When you click the Add or Edit button, the Session Configuration dialog box opens and allows you to configure a session. In the Application X25 Links section, you can Add, Edit or Delete an X.25 application link. When you click the Add or Edit button, the Application X25 Link Configuration dialog box opens and allows you to configure an X.25 application link. When you are finished with this dialog box, click OK, which returns you to the CompuCALL Server Gateway Component Properties dialog box.

Step 4

Step 5

Step 6

See Also For the ACD Link Configuration dialog box, How to Configure an ACD Link (page 101). For the Session Configuration dialog box, How to Configure a Session (page 102). For the Application X25 Link Configuration dialog box, How to Configure an Application X.25 Link (page 103). For the CompuCALL Server Gateway Component Properties dialog box, How to Set CompuCALL Server Gateway Properties (page 99).

How to Configure an ACD Link

Use the ACDLink Configuration dialog box to configure the link between the CCS and the DMS-100 ACD.
Step 1

In the Link ID field, enter a unique digit between 1 and 8, to correspond with the ACD Link Parameters selected in the Session Configuration dialog box. In the Link Name field, enter a unique name for the link of up to 40 ASCII characters. In the Link Interface Types section, select either X.25 or TCP. For either link, enter the Port Number. For a TCP link the Host Name is the DMS-100 ACD TCP well-known port number. For an X.25 link the Local Address is not used. When you are finished entering information in the ACDLink Configuration dialog box, click OK, which returns you to the CompuCALL Server Properties dialog box.

Step 2 Step 3 Step 4 Step 5

Step 6

See Also For the Session Configuration dialog box, How to Configure a Session (page 102). For the CompuCALL Server Properties dialog box, How to Set CompuCALL Server Properties (page 100).

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How to Configure a Session

Step 1

In the Session Configuration dialog box, in the CompuCALL Login Properties section, enter the following information:
a.

The ApplicationID is an integer that identifies the ICM as the application that is initiating the logon request. The BusinessGroupID is an integer that identifies your company. Your Interexchange Carrier defines this ID. The NetworkNodeID is an integer identifier that specifies the switch that the ICM will use to communicate. This is the switch the host computer connects to via the CompuCALL link. Your Interexchange Carrier defines this ID. The Password corresponds to the BusinessGroupID. The ServiceID is an integer that identifies the application context to be set for the session (that is, a service profile containing Application Service Options or subsets, as defined by your Interexchange Carrier). The ServiceVersion is an integer that specifies the application level or the signaling version that the host application is using (for example, 35 for BCS35). The TCPLinkSetName specifies the linkset parameter for TCP connections.

b.

c.

d. e.

f.

g. Step 2

In the ACD Link Parameters section, select links that will be used by the session. Use the link numbers that are assigned with the ACDLink Configuration dialog box. Enter the X.25 SVC call parameter configured on the DMS-100 in the X25 User field. Enter the X.25 SVC call parameter destination DTE address configured on the DMS-100 in the X25 Remote field. In the AppIDs for Unknown Message section, select the applications that will receive unknown messages. Unknown messages are those that may be introduced in future versions of the CompuCALL interface. The AppID corresponds to the ID listed in the CompuCALL Applications section of this dialog box. In the Session Parameters section, the Delay Activation and Delay Logon are not used. Select Disable Session if no lower priority applications are allowed to logon, or allowed to remain logged on, unless the highest priority configured application is logged on. Force Failover and Passive Failover are not used. In the CompuCALL Applications section, you can choose to Add, Edit or Delete an application. When you click on Add or Edit, the Application Configuration dialog box opens. When you are finished entering information in the Session Configuration dialog box, click OK, which returns you to the CompuCALL Server Properties dialog box.

Step 3

Step 4

Step 5

Step 6

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See Also For the ACD Link Configuration dialog box, How to Configure an ACD Link (page 101). For the Application Configuration dialog box, How to Configure an Application (page 103). For the CompuCALL Server Properties dialog box, How to Set CompuCALL Server Properties (page 100).

How to Configure an Application

Use the Application Configuration dialog box to configure the DMS-100 peripheral interface manager and the third party applications that will run for the session.
Step 1 Step 2

Enter the Application Name. In the Desired Link Count field, enter the desired number of active links, which is the desired number for the active application with the highest priority. The Minimum Link Count field is not currently used. In the Priority field, assign a priority number for the application (lower number indicates higher priority). In the Proxy Application ID field, enter the Application ID of the third-party application and the DMS-100 PIM (this is the same as the ServerID in the CompuCALL application logon message). When you are finished, click OK, which returns you to the Session Configuration dialog box.

Step 3 Step 4

Step 5

Step 6

See Also For the Session Configuration dialog box, How to Configure a Session (page 102).

How to Configure an Application X.25 Link

Use the Application X25 Link Configuration dialog box to configure the link between a third-party application and the CCS.
Step 1

Enter X25 Link ID, which corresponds to the labels used in the Application Configuration dialog box. In the X25 Link Name field, enter a name for the link. Enter the X.25 Port number in the X25 Port field. Enter the X.25 DTE address assigned to the link in the X25 Local Address field. When you are finished, click OK, which returns you to the CompuCALL Server Properties dialog box.

Step 2 Step 3 Step 4 Step 5

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See Also For the Application Configuration dialog box, How to Configure an Application (page 103). For the CompuCALL Server Properties dialog box, How to Set CompuCALL Server Properties (page 100).

How to Check Setup Information

Step 1

In the Check Interface Setup window, ensure that the settings displayed are as you intended. If you want to modify any settings before proceeding, use the Back button. When the settings are correct, click Next to begin copying the files and complete the installation.

Step 2

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Chapter 13
ICM Network Gateway Setup
About the ICM Network Gateway
The ICM Network Gateway is a protocol gateway between the SS7 network and the ICM that provides SS7 protocol handling services.

How to Set ICM Network Gateway Properties

Use the ICM Network Gateways Properties dialog box to set general properties for the ICM Network Gateway. This is a protocol gateway between the SS7 network and the ICM that provides SS7 protocol handling services. Enter values for the following:
Step 1

Production mode Always run in Production Mode unless told otherwise by your Cisco support representative. If this box is not checked, the ICM Node Manager runs in debug mode. Auto start at system startup Specify whether you want the ICM Node Manager to start automatically when you start the computer. You should always set this option for a Peripheral Gateway. ID Specify the Network Gateway node ID (NWGATEWAY 1 or NWGATEWAY 2) by selecting the ID from the drop-down box. You can configure two Network Gateways on the same node. However it is recommended you have only one gateway configured per node. Note: The Network Gateway node ID is not the same ID the NIC uses for the gateway. This ID is used only to identify the gateway on the node.

Step 2

Step 3

Step 4 Step 5

Network Specify the network type. Currently, ATT, AIN, SS7 and INAP are supported. Side A / Side B If you are installing a duplexed component, specify whether you are installing Side A or Side B. If the component is simplexed, choose Side A. The Network Gateway must be installed on the same side as the NIC.

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Chapter 13: ICM Network Gateway Setup About the ICM Network Gateway

Step 6

Target drive Choose the disk drive on which you want to install the Network Gateway software. You must choose a local drive. Setup installs the Network Gateway files to the \icm directory on the drive you select.

How to Set Network Connections for the Network Gateway

Use the Network Gateway Network Interface Components dialog box to specify the network connections for the Network Gateway. Enter values for the following:
Step 1 Step 2

SS7 GATEWAY The IP address of the Signaling Access Network interface. SS7 SESSION The number of the port that the Network Gateway uses to communicate with the NIC. The default is port 39000. You can use another port providing it does not conflict with other port assignments on the Network Gateway node. Select SS7 Card Type Indicate the type of SS7 card, ISA or PCI, installed in the gateway. MEMORY The base memory address of the Network Gateway. The default is 851968. DEVICE(0-3) The Interrupt Request number for each Network Gateway card installed in the node machine. You can use the default setting or select another setting, providing the IRQ you select is not being used by another device.

Step 3 Step 4 Step 5

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Chapter 14
Aspect Application Bridge Server Setup
About the Application Bridge Server
For an Aspect ACD, the ICM Peripheral Gateway connects to the Aspect Application Bridge. If another application also requires a connection to the Application Bridge, then you must install the Application Bridge Server (ABS). Install the ABS after you have installed the PG software. If the PG is duplexed, the ABS can be either simplexed (run on only one of the PG machines) or duplexed (run on each PG machine). Running ABS duplexed allows applications to continue to receive data if one PG node fails.

How to Add an Application Bridge Server Component

Step 1 Step 2

In the Cisco ICM Setup dialog box, in the left column under ICM Instances, select an instance. Click Add in the Instance Components section. The ICM Component Selection dialog box opens.

Step 3

Click Application Bridge Server. The Application Bridge Server Properties dialog box opens.

See Also Cisco ICM Setup dialog box (page 18); ICM Component Selection dialog box (page 24).

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Chapter 14: Aspect Application Bridge Server Setup About the Application Bridge Server

How to Set Application Bridge Server Properties

Step 1

In the Application Bridge Server Properties dialog box, in the Node Manager Properties section, choose Production mode and Auto start at system startup unless you are specifically told otherwise by your ICM support provider. In the Side preference section, if you are installing duplexed ABS and you prefer that one side run rather than the other, specify the preferred side. In the Settings section, specify the maximum number of unsent messages you want the ABS to queue for each application (Maximum queue depth). Specify the maximum amount of time (in seconds) you want the ABS to wait for an application to accept a connection (Application timeout). If the ABS is duplexed, specify the maximum amount of time (in seconds) you want the ABS to wait for its duplexed peer to establish a connection (Partner connect). Click Next. The Application Bridge Server Applications dialog box opens.

Step 2

Step 3

Step 4

Step 5

Step 6

How to Manage Application Bridge Server Applications

The Application Bridge Server Applications dialog box lets you activate, deactivate, add, edit, or remove ABS applications.
Step 1

Do one of the following:

a. b.

Click Add, to add a new application. Select an application in the Applications list and click Edit, to make changes regarding that application. Select an application in the Applications list and click Delete, to remove that application from the list.

c.

Step 2 Step 3

If you clicked Add or Edit, the Application Properties dialog box opens. After you are through managing your applications, click Next.

Files are copied as needed and the ABS installation completed.

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How to Set Application Properties

Step 1

Add or modify the Name of the application. The Field Separator may be 47 for a slash (/) or 124 for a vertical line (|). Check the Active box if you want the application to be active. In the CallCenter section, check the Connect first box if you want the ABS to connect to the CallCenter ACD before connecting to the application. Specify in the Hostname field the IP address or hostname of the ACD, and in the Port Number field the port number that connects to the ACD for the application on the PG. In the Side A section, specify in the Hostname field the application's IP address or hostname and in the Port Number field the PG port number that connects to it. If the application is duplexed, in the Side B section, for that side, specify in the Hostname field the application's IP address or hostname and in the Port Number field the PG port number that connects to it. Click OK.

Step 2

Step 3

Step 4

Step 5

This returns you to the Application Bridge Server Applications dialog box.

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Chapter 15
MEI Server Setup
About the MEI Server
The MEI Server is an ICM module that allows the ICM to share the Meridian MAX MEI Network interface from the Meridian ACD with other applications. The ICM requires a connection to the MEI Network interface which only allows a single connection. The MEI Server allows other applications to use the MEI Network interface in conjunction with the ICM.

How to Set MEI Server Node Properties

Step 1

In the MEI Server Node Properties dialog box, check Production mode and Auto start at system startup unless you are specifically told otherwise by your ICM support provider. This ensures that the MEI Server can restart itself automatically if necessary. Check Duplexed MEI Server if the server is part of a duplexed pair In the ID field, specify the number of the MEI Server (MEISVR 1 through MEISVR 80). In the ICM System ID field, specify the number of the MEI Server. If the server is duplexed, specify whether you are installing Side A or Side B. If the server is simplexed, select Side A. Choose the local Drive on which you want to install the server software. Note: You must choose a local drive. Setup installs the MEI Server files to the directory \icm\bin on the drive that you select.

Step 2 Step 3 Step 4 Step 5

Step 6

Step 7

Click Next. The MEI Server Properties dialog box opens.

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Chapter 15: MEI Server Setup About the MEI Server

How to Set MEI Server Properties

Step 1

In the MEI Server Properties dialog box, in the Name of the Meridian MAX Name of the Meridian MAX field, specify the The DNS name or IP address of the Meridian MAX system that is running MEI. Note: If the DNS name is used then this name must be in the "hosts" file used by the MEI.

Step 2

In the Meridian MAX IP port field, specify the port used when MEI was configured on Meridian MAX. 44444 is the suggested value. In the MEI Server port field, specify the port used by Meridian PG when Meridian PG configures MEI Server Port from Setup program. 44444 is the suggested value for the first instance installed on the system. For multiple MEI Server installations on one system, each MEI Server should have its unique port number. Accept the default value for Client ID of MEI Server. Accept the default value for Maximum Number of Clients (the maximum number of client applications which can be connected to the MEI Server).

Step 3

Step 4 Step 5

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Chapter 16
Outbound Option Dialer Setup
About the Outbound Option Dialer
The Outbound Option dialer is software that adds outbound dialing functionality to the existing inbound capabilities of ICM software.

How to Set Outbound Option Dialer Properties

Step 1

In the initial Dialer Properties dialog box, check Production mode and Auto start at system startup unless you are specifically told otherwise by your ICM support provider. This ensures that the Dialer can restart itself automatically if necessary. Note: However, 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.

Step 2

For Dialer Type, select BA Dialer if you are installing a dialer for the Avaya Definity G3. Select BA_IP Dialer if you installing a dialer for an IPCC configuration. Click Next to enter additional dialer properties.

Step 3

How to Set Outbound Option Dialer Properties

In the second Dialer Properties dialog box, complete Outbound Dialer property configuration be entering values for the following:
Step 1

Blended agent server The host name or IP address of the BA server. This is typically the same machine where the Blended Agent Campaign Manager is located.

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Step 2 Step 3

CTI server A The host name or IP Address of the machine that has side A of CTI server installed. CTI server port A The port number the dialer uses to interface with CTI server side A. The default is 42067. CTI server B For duplexed installations, the host name or IP Address of the machine that has side A of CTI server installed. CTI server port B For duplexed installations, the port number the dialer uses to interface with CTI server side B. The default is 42067. Heart beat How often the dialer checks its connection to the CTI server, in milliseconds. The default value is usually acceptable. Media routing port (IPCC installations only) The port number the dialer uses to interface with the Media Routing PIM on the Media Routing PG. The default is 2000, and is usually acceptable. Call Manager TFTP server (IPCC installations only) The host name or IP address of the CallManager TFTP server. This is the same machine used for the CallManager publisher.

Step 4

Step 5

Step 6

Step 7

Step 8

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Chapter 17
Localizing WebView and Script Editor
You can localize WebView and Script Editor by installing the Language Pack. This chapter contains the following topics: Supported Languages, page 115 Installing the Language Pack, page 116 Adjusting the WebView Date Format, page 117

Supported Languages
English is the default language and is installed with ICM Setup installer. If you want to localize WebView or Script Editor, you must run the Language Pack. The following 15 languages are supported by WebView: English (US) French (France) French (Canada) German Spanish Italian Portuguese (Brazil) Japanese Chinese (Simplified)

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Chapter 17: Localizing WebView and Script Editor Installing the Language Pack

Chinese (Traditional) Korean Russian Dutch Swedish Danish The following 5 languages are supported by Script Editor: English (US) French (France) French (Canada) Japanese Chinese (Simplified) The Language Pack Installer is located on the same DVD with the ICM Setup media.

Installing the Language Pack

In ICM 7.5(1) the Language Pack installation is a separate process from the Unified ICME setup. You run the Language Pack after the Unified SCCE setup has been completed. If you have installed ICM on a localized version of Windows 2003, you should be all set after running the Language Pack. If you plan to install ICM on a multilingual version of Windows 2003 server, you need to follow the procedure listed in Installing the Language Pack on An English Windows 2003 Server (page 117) to set up your Windows system. If you have installed ICM on a multilingual version of Windows 2003, you need to make sure that the language you selected during the Language Pack installation matches the language setting in Windows regional options. To check that there is a match, do the following: 1. Select Start > Settings > Control Panel > Regional and Language Options. 2. Click the Advanced tab.

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3. Under Select a language to match the language version of the non-Unicode programs you want to use, the language displayed on the pull-down list should be the same as the language you selected during the Language Pack installation. You also need to follow the procedure listed in Adjusting the WebView Data Format (page 117) to change the date format used by the Jaguar Server.

Installing the Language Pack on an English Windows 2003 Server

To localize the Windows system, do the following: 1. Set up an English Windows 2003 server with SP 2. 2. Run the Multilingual User Interface (MUI) language pack to install a localized user interface. The InstallShield Wizard takes you through the steps. Click Next to proceed through the screens. 3. On the Language Selection dialog box, select a language 4. Under Default User Settings, do the following: Select the default user setting for the localized language. Select the Match the language for non-Unicode programs with the default user language check box. Select the Match the default shell UI font with the default user language check box.

5. When the installation completes, reboot your machine. 6. Select Start > Settings > Control Panel > Regional and Language Options. In the Regional Options tab under Standards and Formats, select a country to match its date format. 7. In the Languages tab under Language used | menus and dialogs, select a localized language. 8. Click OK and log off the Windows system. The Windows system is now in the localized language.

Adjusting the WebView Date Format

After localizing your Windows system, adjust the date format in WebView. This is necessary because the Jaguar served used by WebView does not recognize the localized user interface applied on the MUI version of Windows 2003 server.

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Finding the User Name of the Jaguar Server

To locate the user name complete these steps:
Step 1

On the desktop, right-click My Computer and click Manage. The Computer Management dialog box appears.

Step 2

In the left panel of the Computer Management window, expand Services and Applications, and then click Services. A list of services appears in the right panel of the Computer Management dialog box.

Step 3

Right click Jaguar and then click Properties. The Jaguar Properties dialog box appears.

Step 4

On the Log On tab in the This account field, locate the name of the Jaguar server; for example, jagintlserver-211.

Finding the Security ID (SID) of the Jaguar Server User

To locate the SID, complete these steps:
Step 1

Select Start > Run, enter regedit, and click OK The Registry Editor dialog box opens.

Step 2

Open My Computer > HKEY_LOCAL_MACHINE > SOFTWARE > Microsoft > Windows NT > Current Version > Profile List. You will see a list of subfolders under this registry key. Open each of the folders and look for the Jaguar server user name in the Data column for the ProfileImagePath. The name of the folder in which the Jaguar server user name appears is the SID. Make a note of the SID, especially the last digits, which differentiate the SID from the names of the other folders; for example, S-1-5-21-789336058-1343024091-1801674531-2783.

Changing the Date Format for the Jaguar Service

To change the date format, complete these steps:
Step 1

While still in the Registry Editor, select HKEY_USERS > <SID of the user> > Control Panel > International and double click the sShortDate field. The Edit String dialog box appears.

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Step 2 Step 3

Enter d/M/yyyy on a UK system. OR enter yyyy/M/d on a French Canadian system. Click OK.

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Chapter 18
Post Installation Information and Tasks
Files and Directories
ICM Setup installs most of the ICM files under a directory named ICM. If you install the Admin Workstation software, ICM Setup also creates or updates several other files.

The ICM Directory Structure

The ICM Setup procedure creates a directory named ICM in the root directory of the drive you choose. The ICM directory contains a subdirectory for the customer you created in Setup. The customer directory contains a subdirectory for each component you installed. The following table lists the directory names for each component.
Table 5: Component Installation Directories

Component

Directory Name

Application Bridge Server Admin Workstation CTI Server Distributor Logger Outbound Option Dialer Peripheral Gateway Router

ABS AW CG1A (for CG 1, side A), CG1B (for CG 1, side B), CG2A (for CG 2, side A), ... DIS LA (for side A) or LB (for side B) Dialer PG1A (for PG 1, side A), PG1B (for PG 1, side B), PG2A (for PG 2, side A), ... RA (for side A) or RB (for side B)

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Component

Directory Name

WebView

AW, Web For example, if you install the router software for side A, a directory named RA is created in the customer directory under ICM directory. The following table describes the contents of each subdirectory under the component directories. Note that not all subdirectories apply to all components.

Table 6: Installation Subdirectories

Directory

Components

Contents

bin custom export filters hist install logfiles snmp ssl tomcat web

all Admin Workstation Admin Workstation, Logger, Distributor Logger Peripheral Gateway Admin Workstation, Logger, Distributor all all Admin Workstation, WebView Admin Workstation WebView

ICM executable files. Do not modify these files. WebView templates and custom templates. (These files are only used by WebView, and are installed only if WebView is installed.) Initially empty. Files written to the export directory on the Logger are automatically copied to Customer Support. Files that determine which events are automatically reported to Cisco. Do not modify these files. Used by the PG as temporary storage for historical data. Files that are used by ICM Setup during initial installation or subsequent Setup changes. Initially empty. ICM processes may write log files to this directory. SNMP files. SSL files. (Installed only if WebView, Agent Re-skilling, and/or Internet Script Editor are enabled.) Tomcat files. (Installed only if Agent Re-skilling is enabled.) Most WebView-related files.

Other Admin Workstation Files

In addition to the files and subdirectories under the ICM directory, the ICM installs a few additional files in the main Windows and System directory (as indicated by the environment variables %WINDIR% and %SYSDIR%) on each Admin Workstation. The value of %WINDIR% is the main Windows directory, for example, C:\WINDOWS. The value of %SYSDIR% is the directory that contains Windows system files, for example, C:\WINDOWS\SYSTEM32. Setup may install or upgrade various runtime files in %SYSDIR%. Two subdirectories of particular note are: %SystemDrive%\CiscoUtils\FirewallConfig (which contains the relevant files, including logs, for Windows Firewall configuration) %SystemDrive%\CiscoUtils\SecurityTemplates (which contains the relevant template files, and logs, related to Security Hardening)
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Configuration Registry
The ICM software stores its environment information in the configuration registry. The configuration registry is a database repository for information about the computer's configuration. You might want to view this information to help diagnose configuration problems. To view the registry, run the Registry Editor (REGEDIT.EXE or REGEDT32.EXE). Warning: Do not change data directly within the registry. Changes made here can cause unexpected behavior and might be overwritten during a subsequent reboot or Setup. Instead, run ICM Setup and make the appropriate changes. Within the HKEY_LOCAL_MACHINE tree, Cisco information is stored under SOFTWARE\Cisco Systems, Inc.\ICM. Within the ICM subtree is a subtree for the customer you created in Setup. Within the customer subtree is a key with the ICM node names installed for the customer on this machine (for example, AW, LoggerA, PG2B, RouterB, CG1A, Distributor). Under that are keys for specific parts of the ICM system. For example, under RealTimeClient on an Admin Workstation you can find information about the real-time distributors, and the names and logon information for the central and local databases. Also, SOFTWARE\Cisco Systems, Inc.\SecurityTemplates\SetupPrompt is the registry named value that can be set to "off" to prevent prompting for Security Hardening. The Script Editor and several other ICM tools store information within the HKEY_LOCAL_USER tree. This information is stored in subtrees under SOFTWARE\Cisco Systems, Inc. See Also Security Hardening Checkbox (page 14).

Node Manager
As part of the installation process, the ICM installation software automatically sets up Cisco ICM Node Manager---Cisco software that manages the other Cisco processes on the machine. Each component for each customer has its own Node Manager, that is, the Node Manager is installed on every ICM system node. The installation software allows you to set up the Node Manager to start automatically or manually. To see all the services installed on a machine, run the ICM Service Control tool and check the All checkbox. You can also view and control services through the Services applet in the Control Panel. The Node Manager starts either automatically or manually depending on the setting you chose for Auto Start in ICM Setup. Normally, you need not make any changes to Node Manager. However, if you want to remove a Node Manager, run instsrv.exe from the \icm\bin directory.

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Chapter 18: Post Installation Information and Tasks Cisco Admin Workstation Program Group

To setup the Node Manager service again, run the local version of ICM Setup.

Cisco Admin Workstation Program Group

When you install the ICM Admin Workstation software on a computer, the Cisco Admin Workstation program group is created in the Windows Program Manager. This group contains icons for the programs to be run by Admin Workstation users. To view information about an item in the group, click on the item and choose Properties from the Program Manager's File menu. The following table lists the properties for each item in the Cisco Admin Workstation group. All the files are in the \icm\bin directory. The ICM Setup program lets you modify the configuration of the Admin Workstation.
Table 7: Program Item Descriptions

Program

File Name

AW Select Call Tracer Check Routes CMS Control (if CMS or Agent Re-skilling is enabled) Configuration Manager Domain Manager Glossary Initialize Local Database Lock Admin Router Log Viewer Scheduled Target Manager Schema Help Script Editor Service Control Service Account Manager Setup SSL Encryption Utility

awselect.exe scripted.exe/calltracer rtcheck.exe cmscontrol.exe Launcher.exe domainmanager.exe icmgloss.hlp AWInit.exe lockadmin.exe rtrlog.exe schtargetman.exe schema.hlp scripted.exe servicecontrol.exe serviceaccountmanager.exe icmsetup.exe sslutil.exe

Post-Installation Tasks
After installing ICM software, you can move on to the following tasks: Setting up your configuration in the ICM database. Refer to the ICM Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted .

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Chapter 18: Post Installation Information and Tasks Post-Installation Tasks

Creating routing scripts to specify how calls are routed. Refer to the ICM Scripting and Media Routing Guide for Cisco ICM/Contact Center Enterprise & Hosted . Monitoring call center performance. Refer to the WebView Installation and Administration Guide for Cisco ICM/Contact Center Enterprise & Hosted . Designing an administration strategy for the ICM system. Refer to the ICM Administration Guide for Cisco ICM/Contact Center Enterprise . Cisco CTI OS is an optional component that allows an external CTI application to communicate with a Peripheral Gateway. You can install a CTI OS Server on the same machine as the Peripheral Gateway software or on a separate machine. For more information on CTI OS, refer to the CTI OS documentation.

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Chapter 19
Appendixes
ICM Component Machine Naming Conventions
Cisco has defined a set of conventions for naming ICM computers. The general syntax is as follows: CSOSSSCCCM The terms in this syntax are as follows: SSS is a unique short code (maximum five letters) that identifies the entire system. CCC is a two- or three-letter code indicating the component type. M is a one- or two-character machine identifier (typically, the side and/or a device number). Your ICM support provider will supply you with a unique system identifier. The following table lists the codes and machine identifiers for each component type.
Table 8: Component Codes

Component Type

Code

Machine IDs

Admin Workstation CallRouter CTI Server Logger Network Interface Controller Peripheral Gateway

AW RTR CG LGR NIC PG

1, 2, 3, . . . A or B 1A, 1B, 2A, 2B, 3A, . . . A or B 1A, 1B, 1C, 1D, . . .; 2A, 2B, 2C, 2D, . . . 1A, 1B, 2A, 2B, 3A, . . .

For example, if the system identifier is XYZ, the Logger on the B side is named CSOXYZLGRB.
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Chapter 19: Appendixes ICM Setup Warning Messages

The letter in the NIC's machine code indicates the relative location of the NIC. The first NIC is named 1A. If its duplexed peer is located at the same site, that NIC is named 1B; if the duplexed peer is located at another site, that NIC is named 1C. If each of two sites contain duplexed NICs, the two at one site are named 1A and 1B and the two at the other site are named 1C and 1D.

Installing RMS Update Files

The ICM CD contains a separate installer program that allows you to update the RMS files for Listener and AlarmTracker. To install the RMS update files:
Step 1 Step 2 Step 3 Step 4

From the ICM CD, open the RMSEventFileUpdate folder. Double-click on Setup.exe. The RMS Event File Update screen displays. Click Next to install the update. Click Finish when the update is complete.

ICM Setup Warning Messages

ICM displays a warning message for the following conditions: CSA Installed. A message may display when you have the Cisco Security Agent installed on your system and you are running the Setup program. If the current version of CSA (CSA 4.5) is running, Setup displays a warning message and asks for permission to stop CSA. If permission is granted, Setup stops CSA, and when installation is completed, automatically restarts CSA. If you have CSA installed but it is not the current version, a message displays (whether or not CSA is running) telling you that you do not have the latest version. ICM patches applied. This warning displays when you click the Upgrade All button, if Setup detects that Service Releases and/or Engineering Specials have been installed on the machine. You must uninstall any Services Releases and Engineering Specials and rerun the Setup program. SNMP not installed. This warning is displayed by Setup if SNMP is not installed. WMI not installed (on Windows 2003). This warning is displayed by Setup on a Windows 2003 operating system if WMI is not installed.

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Index

Standard....47

Index
ACP1000....67 Administration....125 Admin Workstation (see AW)....5, 45 Agent Re-skilling Web Tool....48 Agent Routing Services (ARS) PIM....67 AlarmTracker....128 Alcatel A4400....68 Application Bridge Server....25, 66, 107 Application Gateway....28 Aspect....61, 66, 68, 69, 107 AT&T NIC....92 AUCS INAP NIC....92 Auto start....28, 38, 48 Avaya....61, 71, 72 AW....5, 24, 45 Adding....47 Client....46, 47 Client Properties....51 Completing Setup....52 Database....52 Distributor....46 Files....122 Limited....47 Network (CICM)....47 Network (NAM)....47 Primary Distributor....49 Program Group....124 Properties....47 Real-time Distributor....46, 47 Real-time Distributor Node Properties....48 Real-time Distributor Properties....49 Secondary Distributor....49

Type....47 AW Select....47, 124 Bandwidth....33 CAIN NIC....93 CallManager PIM....73 CallRouter (see Router)....5, 27 Call Tracer....124 Call Wrapup....61 Central Controller....5, 32, 49, 50 Network Interfaces....32 Central Database....44 CG....88 Private Interfaces....89 Visible Interfaces....89 Check Routes....124 CICM....39 Cisco Security Agent (see CSA)....13 Client AW....46 Client Properties....51 CMS....72 CMS Configuration API (ConAPI)....49 CMS Control....124 CMS Node....49 Collaboration Server....49, 79, 80 Communication Between Components....6 Components....5, 10 Communication....6 Duplexed....6 Installing....22 Installing Multiple....20 CompuCALL Server Gateway....25, 66, 99 Configuration Database....124 Configuration Manager....124

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Index

Configuration Registry....123 CRSP NIC....93 CSA....13, 128 CTI....80 CTI Call Wrapup....61 CTI Gateway (see CG)....88 CTI OS....125 CTI Server....5, 25, 87 Adding....87 Completing Setup....89 Component Properties....88 Network Interface Properties....89 Properties....88, 113 Customer....7 Directories....121 Customer ID....29 Customers Types....7 CWC NIC....94 Database....5, 44, 52 Configuration....124 Database routing....28 DEFINITY....61, 71, 72 Device Management Protocol....58, 62 Device Management Protocol Properties....29 Directories....121 Disconnect warnings....31 Distributor AW....46 DMP (see Device Management Protocol)....29 DMS-100....66, 73, 99 Domain Manager about....22 Domain Manager button....18 Duplexed Components....6 Duplexed Logger....38

Duplexed Router....28 EAS....61 ECS....61 E-Mail Manager....49, 60, 79, 80 Ericsson MD110....78 Event Link....68, 69 Fault Tolerance....6 Files AW....122 Firewall....14, 122 G2....75 Galaxy....61, 76 GKTMP NIC....94, 95 Glossary....124 Hardware....9 HDS....38, 46, 50, 51, 52 Historical Data Replication (see HDS)....38 ICM Components....5, 10 Component Selection Dialog Box....22, 24 Directories....121 Files....121 Network Gateway....24 Patches....19, 128 Setup Dialog Box....18 ICM Application Gateway....28 ICMDBA....44, 52 ICMSetup....19 IIS....48 INCRP NIC....95 Initialize Local Database....124 Installation Beginning....18 Order....17 Requirements....17

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Index

Installing Components....22 Multiple Components....20 Instance....6 Adding....20 Deleting....21 Editing....21 Intelligent Contact Management (see ICM)....9 Internet Script Editor Server....49 IPCC Enterprise Gateway PIM....75, 76 IPCC Express Gateway PIM....77 IPCC System PIM....78 Jaguar changing password....54 languages installing the Language Pack....116 localizing the user interface....117 language support....11 Limited AW....47 Listener....128 Lock Admin....124 Logger....5, 24, 37 Adding....38 Completing Setup....44 Component Properties....41 Private Interfaces....42 Properties....38 Type....39 Machine Names....127 Managed Interface Service (see MIS)....61 MAPD....61, 71, 72 MCI NIC....95 MD110....78 MDS....29, 62 MediaRouting....83

MediaRouting PIM....79 MEI Server....24, 111 MEI Server ....112 MEI Server Node Properties....111 Meridian....80 Message Delivery System (see MDS)....62 Microsoft.NET Framework....17 Microsoft Packet Scheduler....64 Microsoft Packet Scheduler (see Packet Scheduler)....33 Microsoft SQL Server....11 MIS....61 Monitoring....125 NAM....28, 29, 39 Naming Conventions....127 NEAX2400....82 Network AW (CICM)....47 Network AW (NAM)....47 Network Gateway....24 Network Interface Controller (see NIC)....5, 91 Network Interface Properties....42 NIC....5, 29, 91 AT&T....92 AUCS INAP....92 CAIN....93 Configuration....91 CRSP....93 CWC....94 GKTMP....94, 95 INCRP....95 MCI....95 Nortel....96 NTL....96 Sprint....96 SS7IN....96 Stentor....97

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Index

TIM INAP....97 Node Manager....22, 35, 44, 47, 48, 52, 66, 89, 99, 108, 123 NonVoiceAgent PIM....83 Nortel NIC....96 NTL NIC....96 Outbound Option....25, 41, 43, 51 Packet Scheduler....33, 64 Partitioning....50 Patches....19, 128 Peripheral Gateway (see PG)....5, 57 Peripheral Interface Manager (see PIM)....57 PG....5, 24, 57 Adding....59 Completing Setup....65 Component Properties....60 Configuration....58 Network Interfaces....63 Private Interfaces....63, 64, 89 Properties....59 Visible Interfaces....65 Visisble Interfaces....63 Phone home....41, 42 PIM....57 Adding....61, 66 Agent Routing Services (ARS)....67 CallManager....73 IPCC Enterprise Gateway....75, 76 IPCC Express Gateway....77 IPCC System....78 MediaRouting....79 NonVoiceAgent....83 VRU....86 Post-Installation Setup....17, 19 Pre-installation....9 Primary Distributor....49

Private Interfaces....32, 33, 42, 63, 64, 89 Private Networks....6 Production mode....28, 38, 47 Program Group....124 Prompt for Security Hardening checkbox....14, 18 Purge....41, 43 QoS....32, 33, 34, 63, 64, 65 Quality of Service (see QoS)....32 Real-time Distributor AW....46 Real-time Distributor Node Properties....48 Real-time Distributor Properties....49 Registry Configuration....123 Remote Monitoring Suite (see RMS)....40 Remote Network Routing....28 RMS....40, 42, 128 Rolm 9005....83 Router....5, 24, 27 Adding....27 Completing Setup....35 Component Properties....29 Device Management Protocol Properties....29 Private Interfaces....32, 33, 42 Properites....28 Visible Interfaces....32, 34 Visisble Interfaces....63 Router Log Viewer....124 Routing Scripts....125 Scheduled Target Manager....124 Schema Help....124 Script Editor....124 Scripts Routing....125 Secondary Distributor....49 Secure Socket Layer (see SSL)....14

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Index

Security....13 Security Hardening....14, 18, 122, 123 SQL Server 2005....50 SQL Server 20050....41 Service Account Manager....39, 49, 54, 124 Service Control....124 ServletExec changing password....55 Setup Beginning....18 CD....17, 19 Dialog Box....18 Local....17, 19 Post-Installation....17, 19 Warning Messages....128 Side....28, 39 Siemens 9751....84 Siemens Hicom....84 SNMP....11, 128 Software....9 Spectrum....84 Sprint NIC....96 SQL Server....11, 50 SS7IN NIC....96 SSL....14 Encryption Utility....14, 124 Staging....10 Standard AW....47 Stentor NIC....97 Symposium....85 System IPCC....49 System reboot....28, 38 Time synchronization....29, 62 TIM INAP NIC....97 Upgrade All

about....24 Upgrade All button....18 Visible Interfaces....32, 34, 65, 89 Visible Networks....6 Visisble Interfaces....63 VRU PIM....86 Reporting....61 VRU PIM....86 Warning Messages....128 Web Collaboration....49 WebView....5, 24, 45, 46 Adding....53 WebView Database....50 WebView Node Properties....54 Windows Monitoring Tools....11 Planning....10 Staging....10 Windows Firewall....14 deploying the configuration script....15 WMI....11, 128

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