System IPCC Enterprise Installation and Configuration Guide

System IPCC Enterprise Installation and Configuration Guide
System IPCC Enterprise Installation and Configuration
Guide
Cisco IPCC Enterprise Edition
7.0(0)
May 2007
Americas Headquarters
Cisco Systems, Inc.
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Copyright © 2007 Cisco Systems, Inc. All rights reserved.
Table of Contents
Preface ...........................................................................................................................................................1
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................3
Conventions................................................................................................................................................3
Obtaining Documentation...........................................................................................................................4
Cisco.com..............................................................................................................................................4
Product Documentation DVD.................................................................................................................4
Ordering Documentation........................................................................................................................5
Documentation Feedback...........................................................................................................................5
Product Alerts and Field Notices ...............................................................................................................5
Cisco Product Security Overview...............................................................................................................5
Reporting Security Problems in Cisco Products ...................................................................................6
Obtaining Technical Assistance..................................................................................................................7
Cisco Technical Support & Documentation Website..............................................................................7
Submitting a Service Request...............................................................................................................7
Definitions of Service Request Severity.................................................................................................8
Obtaining Additional Publications and Information.....................................................................................8
Part 1. Product and Platform Information...................................................................................11
1. Introduction to System IPCC Enterprise...................................................................................................13
About IPCC Enterprise ............................................................................................................................13
About System IPCC Enterprise Core Components..................................................................................13
IPCC Enterprise Optional Software Components....................................................................................15
Basic IPCC Call Flow...............................................................................................................................16
2. IPCC Enterprise Platform Specifications..................................................................................................19
About IPCC Enterprise Server Hardware Requirements.........................................................................19
About IPCC Enterprise Operating System Requirements........................................................................21
About IPCC Enterprise Network and Active Directory Domain Requirements.........................................21
Supported Windows Active Directory Models......................................................................................21
About IPCC Enterprise 3rd Party Software Requirements.......................................................................22
About IPCC Internationalization and Localization Support......................................................................22
About IPCC Enterprise Component Version Interoperability....................................................................22
Licensing Requirements and System Limitations.....................................................................................23
About Non-Supported Component Features in an IPCC Environment....................................................23
3. System IPCC Deployment Models............................................................................................................25
About System IPCC Deployment Models.................................................................................................25
Choosing A Deployment Model: Load Considerations.............................................................................28
Part 2. Installing and Configuring System IPCC Enterprise.....................................................29
4. Overview of Installation and Configuration Tasks......................................................................................31
Hardware Installation Checklist................................................................................................................31
IPCC Enterprise Staging Requirements...................................................................................................32
IPCC Enterprise Component Software Installation Checklist...................................................................32
IPCC Enterprise Component Software Configuration Tasks....................................................................34
5. Installing and Configuring Cisco CallManager for System IPCC Enterprise.............................................35
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How to Install Cisco CallManager for IPCC Enterprise............................................................................35
CallManager Configuration Tasks.............................................................................................................36
About the CallManager Administration Utility...........................................................................................36
How to Configure Agent IP Phones for IPCC Enterprise..........................................................................37
How to Configure IP Phones on the CallManager...............................................................................37
How to Set the Agent IP Phone Configuration on the IP Phone..........................................................38
About the CallManager Extension Mobility Feature.................................................................................38
How to Configure CTI Route Points..........................................................................................................39
How to Configure CTI Ports......................................................................................................................40
How to Configure JTAPI Users for the Agent/IVR Controller and IP IVR..................................................41
6. Installing and Configuring Cisco IP IVR for IPCC Enterprise....................................................................43
About IP IVR.............................................................................................................................................44
About IP IVR Installation Prerequisites.....................................................................................................44
How to Install IP IVR for IPCC Enterprise................................................................................................44
IP IVR Configuration Tasks.......................................................................................................................45
About the CRS Administration Utility........................................................................................................46
How to Configure the Directory Profile.....................................................................................................46
How to Configure the JTAPI User on the IP IVR System.........................................................................48
How to Configure CTI Port Groups...........................................................................................................48
How to Configure the ICM Subsystem.....................................................................................................50
How to Configure and Upload VRU Scripts..............................................................................................50
About Translation Routing and Post Routing............................................................................................51
How to Configure IP IVR for Translation Routing......................................................................................52
How to Configure IP IVR for IPCC Post Routing......................................................................................54
How to Configure and Start the Application Engine.................................................................................55
How to Verify and Update the JTAPI Client..............................................................................................55
7. Installing and Configuring the Controllers and Administration & WebView Reporting..............................57
3rd Party Software: Prerequisite Installations...........................................................................................57
3rd Party Software: Packaged Software...................................................................................................58
Installation Guidelines..............................................................................................................................59
Installing and Configuring the Controllers and Administration & WebView Reporting..............................59
Post-Installation Configuration: How to Configure Machines....................................................................62
About the IPCC Web Administration Tool Deployment Wizard.................................................................62
Initial Configuration: Machine Type Requirements....................................................................................63
How to Complete Deployment Wizard Pages...........................................................................................64
Wizard Page: Describe your IPCC Deployment...................................................................................64
Wizard Page: Describe the IPCC Machine in your Deployment .........................................................64
Wizard Page: IPCC Network Settings..................................................................................................65
Wizard Page: Call Manager Connectivity Settings...............................................................................66
Wizard Page: IVR Connectivity Settings..............................................................................................67
Wizard Page: Database Settings ........................................................................................................68
Re-Accessing and Disabling the Deployment Wizard..............................................................................68
About Machine Roles...............................................................................................................................68
Post-Installation Configuration: Create Additional IVR Connections and Grant System Permissions......69
Post-Installation Configuration: Create Agents and Groups.....................................................................70
Post-Installation Configuration: Set Up Contact Routing..........................................................................71
8. Installing Agent and Supervisor Desktop Software for IPCC Enterprise...................................................73
About Agent and Supervisor Desktops for IPCC Enterprise....................................................................73
About the CTI Server and the CTI OS Server .........................................................................................74
About Agent and Supervisor Desktop Installation Prerequisites..............................................................74
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How to Install CTI OS...............................................................................................................................75
How to Install the CTI OS Supervisor Desktop....................................................................................75
How to Install the CTI OS Agent Desktop............................................................................................76
How to Install and Configure the Cisco Agent Desktop Applications.......................................................77
Cisco Agent Desktop (CAD) Pre-Installation Requirements................................................................77
How to Install and Configure the Cisco Agent Desktop Applications...................................................80
9. Installing and Configuring Outbound Option for IPCC Enterprise.............................................................83
About Outbound Option............................................................................................................................83
How to Install Outbound Option for IPCC Enterprise...............................................................................84
Outbound Option Configuration Tasks......................................................................................................84
How to Configure Outbound Option Dialers.............................................................................................84
How to Configure General System Time Options.....................................................................................85
How to Enable Call Variables for Outbound Option..................................................................................85
How to Configure the Transfer to IVR Feature..........................................................................................86
How to Configure CallManager for Outbound Option...............................................................................86
How to Configure the Outbound Option Port Devices.........................................................................86
How to Enable the CallManager Call Waiting Option on Outbound Agent Phones ............................87
How to Configure Music on Hold.........................................................................................................87
About Scripting for Outbound Option........................................................................................................88
About the Outbound Control Variable..................................................................................................88
About the Outbound Percent Variable..................................................................................................89
10. Installing and Configuring Cisco Multichannel Components for IPCC Enterprise...................................91
About IPCC Enterprise Multichannel Components..................................................................................91
About Cisco Collaboration Server........................................................................................................91
About Cisco E-Mail Manager...............................................................................................................92
About Multichannel Installation Prerequisites...........................................................................................92
How to Install Multichannel Components for IPCC Enterprise.................................................................92
About IPCC Configuration for Multichannel Components........................................................................93
About Multichannel Controllers............................................................................................................93
About Media Routing Domains............................................................................................................93
About Multichannel Agents..................................................................................................................94
About Multichannel Skill Groups..........................................................................................................94
About Application Instances (Multichannel Authentication).................................................................95
About Administration Connections.......................................................................................................95
About Universal Queue and Multichannel Routing Scripts..................................................................96
How to Configure Multichannel Components for IPCC Enterprise...........................................................97
How to Modify Media Routing Domain Configuration..........................................................................97
How to Configure Application Instances..............................................................................................98
How to Establish Administration Connections.....................................................................................99
How to Set Call Variables...................................................................................................................100
How to Write IPCC Routing Scripts for Multichannel Options............................................................101
How to Configure Cisco Collaboration Server for IPCC Integration...................................................101
How to Configure Cisco Media Blender for IPCC Integration............................................................102
How to Configure Cisco E-Mail Manager for IPCC Integration..........................................................102
11. Configuring Reporting for IPCC Enterprise...........................................................................................105
About Reporting Configuration Prerequisites.........................................................................................105
IPCC Reporting Configuration Tasks......................................................................................................106
How to Configure Service Levels...........................................................................................................106
How to Modify the Global Service Level for Call Types......................................................................106
How to Set Service Levels for Specific Call Types.............................................................................107
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How to Modify the Global Service Level for Skill Groups...................................................................107
How to Set Service Levels for Specific Skill Groups..........................................................................108
How to Configure Bucket Intervals.........................................................................................................108
How to Create Bucket Intervals.........................................................................................................108
How to Re-Set the Global Bucket Interval.........................................................................................109
How to Set Bucket Intervals for Specific Call Types...........................................................................109
How to Configure Short Calls.................................................................................................................109
How to Configure Short Calls for Call Types......................................................................................109
About Other Reporting Setup Options....................................................................................................110
About IPCC Supervisory Features....................................................................................................110
About Agent Transfer and Conferencing............................................................................................110
Part 3. Appendixes......................................................................................................................111
12. IPCC Troubleshooting...........................................................................................................................113
Installation Issues...................................................................................................................................113
Machine Initializer and Active Directory Issues......................................................................................114
Tomcat and IIS Issues............................................................................................................................115
IPCC Web Administration Access Errors ...............................................................................................116
Machine Creation/Modification Errors ...................................................................................................117
Write to Database Issues ......................................................................................................................118
Database Connection Issues..................................................................................................................119
Miscellaneous Issues/Information..........................................................................................................120
13. About System IPCC Enterprise Databases..........................................................................................121
Overview of IPCC Databases.................................................................................................................121
About IPCC Data....................................................................................................................................123
About the IPCC Central Database..........................................................................................................124
Administration & WebView Reporting Local Database...........................................................................124
About the Historical Database................................................................................................................125
About the WebView Database................................................................................................................125
About the Outbound Option Database...................................................................................................126
Configuration Management Service (CMS)............................................................................................126
Historical Data Administration................................................................................................................126
14. Increasing Fault Tolerance in an IPCC Enterprise System...................................................................129
How to Set Up a Recovery Number for Your IPCC System....................................................................129
How to Improve Failure Detection..........................................................................................................129
15. Uninstalling and Reinstalling IPCC.......................................................................................................131
How to Uninstall the Controllers and Administration & WebView Reporting..........................................131
How to Re-Install the Controllers and Administration & WebView Reporting.........................................132
16. System IPCC to Cisco ICM Component and Feature Comparison.......................................................133
System IPCC to ICM Component Mapping............................................................................................133
System IPCC to ICM Object Mapping....................................................................................................134
System IPCC to ICM Installation Differences.........................................................................................134
Index ...........................................................................................................................................................135
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List of Figures
Figure 1: System IPCC Core Components......................................................................................................................14
Figure 2: System IPCC Optional Components................................................................................................................15
Figure 3: Basic IPCC Call Flow......................................................................................................................................17
Figure 4: System IPCC Deployment Topology...............................................................................................................28
Figure 5: System IPCC Databases.................................................................................................................................122
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System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Preface
Purpose
Welcome to the Cisco System IP Contact Center (IPCC) Enterprise Edition Installation and
Configuration Guide. This guide provides information to help you understand, install, and
configure the System deployment of IPCC Enterprise.
Audience
This guide is written for anyone who is responsible for installing, configuring, and maintaining
a System IPCC Enterprise in a production or laboratory system, including network administrators,
IPCC system administrators, and call center administrators.
Organization
This guide contains the following sections:
Section
Description
Introduction to System IPCC Enterprise Provides a brief description of the IPCC Enterprise
system and an explanation of its components.
IPCC Enterprise Platform Specifications Provides hardware and software specifications for
System IPCC Enterprise components. It also provides
a list of component features not supported when
components are deployed as part of a System IPCC
Enterprise deployment.
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Preface
Organization
Section
Description
System IPCC Deployment Models
Provides an overview of System IPCC supported
deployments.
Overview of Installation and
Configuration Tasks
Provides task checklists designed to help you track
your progress as you install and configure IPCC.
Installing and Configuring Cisco
CallManager for IPCC Enterprise
Describes how to install and configure Cisco
CallManager software for System IPCC Enterprise.
Installing and Configuring Cisco IP IVR Describes how to install and configure IP IVR
for IPCC Enterprise
software.
Installing and Configuring the
Controllers and Administration &
WebView Reporting
Describes how to install and configure the IPCC
Controllers and Administration & WebView
Reporting component.
Installing and Configuring Outbound
Option for IPCC Enterprise
Describes how to configure the optional Outbound
Option feature for System IPCC Enterprise.
Installing Agent and Supervisor
Desktops for IPCC Enterprise
Describes how to install and configure Cisco Agent
Desktop and CTI OS Agent Desktop and IPCC
Supervisor Desktop.
Installing and Configuring Cisco
Multichannel Components for IPCC
Enterprise
Describes how to install and configure Cisco
Multichannel software for System IPCC Enterprise.
Configuring Reporting for System IPCC Describes tasks required to configure reporting for
Enterprise
your IPCC Enterprise system.
IPCC Troubleshooting
Provides troubleshooting information for IPCC
installation, utilities, and use.
About System IPCC Enterprise
Databases
Describes IPCC databases.
Uninstalling and Reinstalling IPCC
Describes how to uninstall and reinstall the IPCC
controllers and Administration & WebView Reporting
machines.
Increasing Fault Tolerance in an IPCC Provides information on how to configure IPCC
Enterprise System
Enterprise for fault tolerance.
System IPCC to Cisco ICM Component Maps System IPCC terminology and functionality to
and Feature Comparison
its Cisco ICM counterparts.
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Preface
Related Documentation
Related Documentation
For additional documents and information about IPCC Enterprise and the System deployment
of IPCC Enterprise, see the Cisco web page (http://www.cisco.com/univercd/home/home.htm).
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.
• 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>
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Preface
Obtaining Documentation
Convention
Description
< >
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
Cisco documentation and additional literature are available on Cisco.com. Cisco also provides
several ways to obtain technical assistance and other technical resources. These sections explain
how to obtain technical information from Cisco Systems.
Cisco.com
You can access the most current Cisco documentation at this URL:
http://www.cisco.com/techsupport
You can access the Cisco website at this URL:
http://www.cisco.com
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
Product Documentation DVD
The Product Documentation DVD is a comprehensive library of technical product documentation
on a portable medium. The DVD enables you to access multiple versions of installation,
configuration, and command guides for Cisco hardware and software products. With the DVD,
you have access to the same HTML documentation that is found on the Cisco website without
being connected to the Internet. Certain products also have .PDF versions of the documentation
available.
The Product Documentation DVD is available as a single unit or as a subscription. Registered
Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product
number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL:
http://www.cisco.com/go/marketplace/
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Preface
Documentation Feedback
Ordering Documentation
Registered Cisco.com users may order Cisco documentation at the Product Documentation
Store in the Cisco Marketplace at this URL::
http://www.cisco.com/go/marketplace/
Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m.
(0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere
by calling 011 408 519-5055. You can also order documentation by e-mail at
[email protected] or by fax at 1 408 519-5001 in the United States
and Canada, or elsewhere at 011 408 519-5001.
Documentation Feedback
You can rate and provide feedback about Cisco technical documents by completing the online
feedback form that appears with the technical documents on Cisco.com.
You can submit comments about Cisco documentation by using the response card (if present)
behind the front cover of your document or by writing to the following address:
Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA
95134-9883
We appreciate your comments.
Product Alerts and Field Notices
Modifications to or updates about Cisco products are announced in Cisco Product Alerts and
Cisco Field Notices. You can register to receive Cisco Product Alerts and Cisco Field Notices
by using the Product Alert Tool on Cisco.com. This tool enables you to create a profile and
choose those products for which you want to receive information. Access the tool at this URL:
http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en.
Cisco Product Security Overview
Cisco provides a free online Security Vulnerability Policy portal at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
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Preface
Cisco Product Security Overview
From this site, you will find information about how to:
• Report security vulnerabilities in Cisco products.
• Obtain assistance with security incidents that involve Cisco products.
• Register to receive security information from Cisco.
A current list of security advisories and notices for Cisco products is available at this URL:
http://www.cisco.com/go/psirt
To see security advisories, security notices, and security responses as they are updated in real
time, you can subscribe to the Product Security Incident Response Team Really Simple
Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is
found at this URL:
http://www.cisco.com/en/US/products/products_psirt_rss_feed.html
Reporting Security Problems in Cisco Products
Cisco is committed to delivering secure products. We test our products internally before we
release them, and we strive to correct all vulnerabilities quickly. If you think that you might
have identified a vulnerability in a Cisco product, contact PSIRT:
• For Emergencies only: [email protected]
An emergency is either a condition in which a system is under active attack or a condition
for which a severe and urgent security vulnerability should be reported. All other conditions
are considered nonemergencies.
• For Nonemergencies: [email protected]
In an emergency, you can also reach PSIRT by telephone:
• 1 877 228-7302
• 1 408 525-6532
Note: We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example,
GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with
information that has been encrypted with PGP versions 2.x through 9.x.
Never use a revoked or an expired encryption key. The correct public key to use in your
correspondence with PSIRT is the one linked in the Contact Summary section of the Security
Vulnerability Policy page at this URL:
http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Preface
Obtaining Technical Assistance
The link on this page has the current PGP key ID in use.
If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone
numbers before sending any sensitive material to find other means of encrypting the data.
Obtaining Technical Assistance
Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco
Technical Support & Documentation website on Cisco.com features extensive online support
resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance
Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service
contract, contact your reseller.
Cisco Technical Support & Documentation Website
The Cisco Technical Support & Documentation website provides online documents and tools
for troubleshooting and resolving technical issues with Cisco products and technologies. The
website is available 24 hours a day, at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support & Documentation website requires a
Cisco.com user ID and password. If you have a valid service contract but do not have a user ID
or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Note: Use the Cisco Product Identification (CPI) tool to locate your product serial number
before submitting a web or phone request for service. You can access the CPI tool from the
Cisco Technical Support & Documentation website by clicking the Tools & Resources Tools.
Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or
click the Cisco Product Identification Tool RMAs. The CPI tool offers three search options:
by product ID or model name; by tree view; or for certain products, by copying and pastingshow
command output. Search results show an illustration of your product with the serial number
label location highlighted. Locate the serial number label on your product and record the
information before placing a service call.
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests.
(S3 and S4 service requests are those in which your network is minimally impaired or for which
you require product information.) After you describe your situation, the TAC Service Request
Tool provides recommended solutions. If your issue is not resolved using the recommended
resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request
Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
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Preface
Obtaining Additional Publications and Information
For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by
telephone. (S1 or S2 service requests are those in which your production network is down or
severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests
to help keep your business operations running smoothly
To open a service request by telephone, use one of the following numbers:
• Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
• EMEA: +32 2 704 55 55
• USA: 1 800 553-2447
For a complete list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established
severity definitions.
Severity 1 (S1) - Your network is down, or there is a critical impact to your business operations.
You and Cisco will commit all necessary resources around the clock to resolve the situation.
Severity 2 (S2) - Operation of an existing network is severely degraded, or significant aspects
of your business operation are negatively affected by inadequate performance of Cisco products.
You and Cisco will commit full-time resources during normal business hours to resolve the
situation.
Severity 3 (S3) - Operational performance of your network is impaired, but most business
operations remain functional. You and Cisco will commit resources during normal business
hours to restore service to satisfactory levels.
Severity 4 (S4) - You require information or assistance with Cisco product capabilities,
installation, or configuration. There is little or no effect on your business operations.
Obtaining Additional Publications and Information
Information about Cisco products, technologies, and network solutions is available from various
online and printed sources.
• Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief
product overviews, key features, sample part numbers, and abbreviated technical specifications
for many Cisco products that are sold through channel partners. It is updated twice a year
and includes the latest Cisco offerings. To order and find out more about the Cisco Product
Quick Reference Guide, go to this URL:
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Preface
Obtaining Additional Publications and Information
http://www.cisco.com/go/guide
• Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise.
Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
• Cisco Press publishes a wide range of general networking, training and certification titles.
Both new and experienced users will benefit from these publications. For current Cisco Press
titles and other information, go to Cisco Press at this URL:
http://www.ciscopress.com
• Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and
networking investments. Each quarter, Packet delivers coverage of the latest industry trends,
technology breakthroughs, and Cisco products and solutions, as well as network deployment
and troubleshooting tips, configuration examples, customer case studies, certification and
training information, and links to scores of in-depth online resources. You can access Packet
magazine at this URL:
http://www.cisco.com/packet
• iQ Magazine is the quarterly publication from Cisco Systems designed to help growing
companies learn how they can use technology to increase revenue, streamline their business,
and expand services. The publication identifies the challenges facing these companies and
the technologies to help solve them, using real-world case studies and business strategies to
help readers make sound technology investment decisions. You can access iQ Magazine at
this URL:
http://www.cisco.com/go/iqmagazine
• Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering
professionals involved in designing, developing, and operating public and private internets
and intranets. You can access the Internet Protocol Journal at this URL:
http://www.cisco.com/ipj
• Networking products offered by Cisco Systems, as well as customer support services, can
be obtained at this URL:
http://www.cisco.com/en/US/products/index.html
• Networking Professionals Connection is an interactive website for networking professionals
to share questions, suggestions, and information about networking products and technologies
with Cisco experts and other networking professionals. Join a discussion at this URL:
http://www.cisco.com/discuss/networking
• World-class networking training is available from Cisco. You can view current offerings at
this URL:
http://www.cisco.com/en/US/learning/index.html
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
9
Preface
Obtaining Additional Publications and Information
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
10
Part 1: Product and Platform Information
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 1
Introduction to System IPCC Enterprise
This section contains the following topics:
•
•
•
•
About IPCC Enterprise , page 13
About System IPCC Enterprise Core Components, page 13
IPCC Enterprise Optional Software Components, page 15
Basic IPCC Call Flow, page 16
About IPCC Enterprise
The Cisco IPCC Enterprise system functions as a virtual ACD. Some of the capabilities of IPCC
include intelligent multichannel contact routing, ACD functionality, network-to-desktop computer
telephony integration (CTI), interactive voice response (IVR) integration, call queuing, and
consolidated reporting.
With IPCC Enterprise, the contact center manager can configure agents to handle inbound and
outbound voice, Web collaboration, text chat, and e-mail requests. The agents can switch between
those media on a task-by-task basis. Customers can choose the medium that is most comfortable
and convenient for them. IPCC Enterprise can be used in a single-site environment or integrated
into a multi-site contact center via Cisco's IPCC Gateway.
About System IPCC Enterprise Core Components
This section describes the core software components of the System IPCC Enterprise system.
For more detailed information regarding software components and IPCC architecture, refer to
the Cisco IP Contact Center Enterprise Edition Solution Reference Network Design Guide.
Core components of System IPCC include an Administration & WebView Reporting machine,
a Central Controller, an Agent/IVR Controller, Cisco CallManager, and Cisco IP IVR. Reporting
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 1: - Introduction to System IPCC Enterprise
About System IPCC Enterprise Core Components
is provided through WebView. Agent desktop functionality is provided through, optionally,
CTI OS or Cisco Agent Desktop (CAD) software.
Figure 1: System IPCC Core Components
Component
Description
Central Controller
The Central Controller, the Agent/IVR Controller, and the Administration & WebView
Reporting components provides intelligent contact routing and ACD functionality, including
monitoring and controlling agent state, CTI capabilities, and gathering real-time and historical
data for reporting in the IPCC Enterprise system.
Agent/IVR Controller
Administration &
WebView Reporting
The Central Controller provides system call routing and logging functionality. The Agent/IVR
Controller provides communication link between the central controller and the Cisco
CallManager and IP IVR. The Administration & WebView Reporting component provides
system administration/configuration and WebView reporting functionality.
Cisco CallManager
Cisco CallManager provides features comparable with those of a traditional PBX system and
handles the switching requirements of the IPCC system. It allows deployment of voice
applications and the integration of telephony systems with Intranet applications.
Cisco IP IVR
Cisco IP IVR provides Interactive Voice Response (IVR) and queuing capability in the IPCC
system.
Note: Based on your licensing, the IP IVR version you are running may be named “IP IVR”
or “IP Queue Manager.” In either case, the instructions for deploying it with IPCC are the
same. “IP IVR” is the term used throughout this guide.
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Chapter 1: Introduction to System IPCC Enterprise
IPCC Enterprise Optional Software Components
Component
Description
Note: IPCC Enterprise does not support CRS clustering (duplexed IP IVRs that failover to
the same CTI route points). System IPCC supports connections for up to five IP IVRs per
Agent/IVR Controller. In deployments containing multiple IP IVRs, System IPCC's Network
VRU automatically balances load across the IP IVRs based on trunk availability.
CTI OS or CAD
desktops
Cisco CTI Object Server (CTI OS) and Cisco Agent/Supervisor Desktop (CAD) are
server-based CTI solutions that provide desktops used by contact center agents and supervisors.
You select which of these applications to deploy with your IPCC system.
CTI OS includes the CTI OS Agent Desktop, IPCC Supervisor Desktop, CTI OS Toolkit, and
Client Interface Library (CIL). Cisco Agent/Supervisor Desktop includes the Desktop
Administrator, Agent Desktop, and Supervisor Desktop.
IPCC Enterprise Optional Software Components
The following optional software components can be (but are not required to be) deployed in an
IPCC Enterprise system. This group of components provide outbound dialing capability and
Web and E-mail interactivity to IPCC. The Web and e-mail options are referred to collectively
in IPCC Enterprise deployments as the Multichannel components.
Figure 2: System IPCC Optional Components
Component
Description
Outbound Controller
The Outbound Controller provides outbound dialing capability for the Outbound Option feature.
It is required only if you are deploying Outbound Option.
Outbound Option is a feature that provides outbound dialing functionality along with existing
inbound capabilities of IPCC software. With Outbound Option, contact centers can be configured
for automated outbound activities. Agents who are not busy handling inbound requests can
perform outbound calls, thereby maintaining a high level of agent productivity.
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 1: - Introduction to System IPCC Enterprise
Basic IPCC Call Flow
Component
Description
Multichannel Controller The Multichannel Controller provides a communication link between the Central Controller
and the E-Mail Manager and/or Web Collaboration Option add-ons. It is required only if you
are deploying E-Mail Manger or Web Collaboration Option.
Cisco Collaboration
Server/Cisco Media
Blender
Cisco Collaboration Server (CCS) provides Web collaboration between a caller and contact
center agent. Agents can share information with customers over the Web, such as Web pages,
forms, and applications, while at the same time conducting a voice conversation or a text chat.
Collaboration Server routes requests to the IPCC Central Controller via the Multichannel
Controller, and the Central Controller selects the agent to handle the request.
Cisco Media Blender (CMB) functions as an event bus, sharing software events between
Collaboration Server and IPCC. It provides a firewall gateway to allow communication between
the Collaboration Server, which resides outside the firewall, and the IPCC Multichannel
Controller inside the firewall.
Cisco E-Mail Manager Cisco E-Mail Manager (CEM) manages high volumes of customer inquiries submitted to
company e-mail boxes or a Web site. E-Mail Manager selects agents and teams to receive
incoming messages, categorizes and prioritizes messages, suggests response templates, and,
if desired, sends automatic responses. E-Mail Manager sends route requests to the Central
Controller via the Multichannel Controller, and the Central Controller routes the request to an
available agent.
Basic IPCC Call Flow
The figure below shows the flow of a basic IPCC call. In this scenario, all of the agents are
assumed to be "not ready" when the call arrives, so the call is routed by the System IPCC
controller to the IP IVR. While the call is connected to the IP IVR, call queuing treatment
(announcements, music, and so on) is provided. When an agent becomes available, the IPCC
controller directs the IP IVR to transfer the call to that agent's phone. At the same time the call
is being transferred, the IPCC controller sends the caller data such as Automatic Number
Identification (ANI) and Directory Number (DN) to the agent desktop software.
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Chapter 1: Introduction to System IPCC Enterprise
Basic IPCC Call Flow
Figure 3: Basic IPCC Call Flow
The call flow shown above is as follows:
1. Call delivered from PSTN to voice gateway.
2. MGCP or H.323 Route Request sent to Cisco CallManager.
3. JTAPI Route Request sent to ICM.
4. ICM runs routing script. No available agent found, so ICM label returned from routing
script.
5. ICM instructs Cisco CallManager to transfer call to IP IVR, and Cisco CallManager does
as instructed.
6. IP IVR notifies ICM that call has arrived.
7. ICM instructs IP IVR to play queue announcements.
8. Agent becomes ready (completed previous call or just went ready).
9. ICM sends call data to selected agent screen and instructs the IP IVR to transfer the call
to the agent phone.
10. IP IVR transfers the VoIP voice path to selected agent phone.
11. Call is answered by agent.
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 1: - Introduction to System IPCC Enterprise
Basic IPCC Call Flow
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 2
IPCC Enterprise Platform Specifications
This section provides information on hardware and software specifications for IPCC Enterprise
components. It also provides a list of any component features not supported when components
are deployed as part of an System IPCC Enterprise deployment.
This section contains the following topics:
•
•
•
•
•
•
•
•
About IPCC Enterprise Server Hardware Requirements, page 19
About IPCC Enterprise Operating System Requirements, page 21
About IPCC Enterprise Network and Active Directory Domain Requirements, page 21
About IPCC Enterprise 3rd Party Software Requirements, page 22
About IPCC Internationalization and Localization Support, page 22
About IPCC Enterprise Component Version Interoperability, page 22
Licensing Requirements and System Limitations, page 23
About Non-Supported Component Features in an IPCC Environment, page 23
About IPCC Enterprise Server Hardware Requirements
IPCC 7.0(0) components are supported only on Cisco MCS or MCS-equivalent servers. See the
Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials (BOM) for
further specifics on hardware requirements including recommended platform sizing guidelines
(not specific brands or models of servers), based on the types of available hardware systems.
The BOM for IPCC Enterprise is available from cisco.com at: http://www.cisco.com/en/US/
products/sw/custcosw/ps1001/products_usage_guidelines_list.html.
The table below summarizes the box requirements for each IPCC component type. Refer to the
Cisco IP Contact Center Enterprise Edition Solution Reference Network Design Guide for
detailed deployment models, performance limitations, network considerations, and installation
options.
Note: Always install the Controllers and Administration & WebView Reporting on a "clean"
machine--that is, one which has a fresh install of the operating system and any prerequisite
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 2: - IPCC Enterprise Platform Specifications
About IPCC Enterprise Server Hardware Requirements
software. Under no circumstances should the Controllers or Administration & WebView
Reporting be installed on a domain controller or DNS server.
IPCC Enterprise
Component
Box Requirements
CallManager
Must be installed on its own machine. Do not install other IPCC Enterprise components
on the CallManager.
System IPCC supports clustering of Call Managers.
IP IVR
Must be installed on its own machine. Do not install other IPCC Enterprise components
on the IP IVR.
System IPCC supports connections for up to five IP IVRs per Agent/IVR Controller. In
deployments containing multiple IP IVRs, System IPCC's Network VRU automatically
balances load across the IP IVRs based on trunk availability.
Central Controller,
Agent/IVR Controller,
Administration & WebView
Reporting
All three can be installed on a single machine. Or the Central Controller and Agent/IVR
Controller can be installed on the same machine and Administration & WebView Reporting
on another. Or all three can be deployed standalone. Do not install other IPCC Enterprise
components on these machines.
The Central Controller and Agent/IVR Controller can be duplexed for hardware fault
tolerance.
You can install two Administration & WebView Reporting machines, although these
machines are not duplexed.
Outbound Controller
Must be installed on its own machine. Do not install other IPCC Enterprise components
on the Outbound Controller.
The Outbound Controller cannot be duplexed.
Multichannel Controller
Multichannel Controllers for CCS and CEM must be installed on separate machines. You
must install Media Blender on the Multichannel Controller for CCS. You must install the
CEM T Server on the Multichannel Controller for CEM. Do not install any other IPCC
Enterprise components on these machines.
The Multichannel Controller cannot be duplexed.
Cisco Collaboration Server The Cisco Collaboration Server (CCS) must be installed on its own machine. Do not install
other IPCC Enterprise components on the Collaboration Server. Do not install the Cisco
Collaboration Server on the same machine as Cisco Media Blender.
Cisco E-Mail Manager
The Cisco E-Mail Manager (CEM) T Server must be installed on the CEM Multichannel
Controller. Do not install other CEM components on the Multichannel Controller. The
E-Mail Manager database server and client must be installed on separate machines. Do
not install other IPCC Enterprise components on other E-Mail Manager servers.
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Chapter 2: IPCC Enterprise Platform Specifications
About IPCC Enterprise Operating System Requirements
IPCC Enterprise
Component
Box Requirements
Cisco Media Blender
Must be installed on the same machine as the Multichannel Controller for CCS. Do not
install any other IPCC Enterprise components on the Media Blender.
CTI OS or CAD
The CTI OS Server is installed automatically on the Agent/IVR Controller. CTI OS desktop
software is installed on agent, supervisor, and CTI OS developer client machines.
For smaller deployments, CAD Services can be deployed on the Agent/IVR Controller.
For larger deployments, CAD Services can be installed on a separate machine. CAD
desktop software is installed on agent, supervisor, and CAD developer client machines.
About IPCC Enterprise Operating System Requirements
See the following documents for operating system requirements for IPCC Enterprise components:
• For CallManager, see the CallManager Compatibility Matrix at www.cisco.com/univercd/
cc/td/doc/product/voice/c_callmg/http://
• For IP IVR, see the Cisco Response Solutions (CRS) Software and Hardware Compatibility
Guide at http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/index.htm
• For all other IPCC Enterprise components, see the Cisco Intelligent Contact Management
Software Release 7.0(0) Bill of Materials at
http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htmindex.htm
(http://www.cisco.com/univercd/cc/td/doc/product/icm/ccbubom/index.htm)
About IPCC Enterprise Network and Active Directory Domain Requirements
System IPCC 7.0(0) components require a Windows Active Directory domain. See the Staging
Guide for ICM/IPCC Enterprise and Hosted Editions for further specifics on Active Directory
configuration and other network configuration requirements. Additional network consideration
and planning guidelines can be found into the Cisco IP Contact Center Enterprise Edition
Solution Reference Network Design Guide
Supported Windows Active Directory Models
Under Windows, the IPCC software requires the use of Active Directory and DNS to maintain
the Active Directory model. The account database that validates users in the domain is kept in
the Active Directory. Windows has built-in methods to replicate this account database to the
domain controllers within the forest and domain, across the various Active Directory sites.
See the Staging Guide for ICM/IPCC Enterprise and Hosted Editions for detailed information
on supported Windows Active Directory models and requirements.
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Chapter 2: - IPCC Enterprise Platform Specifications
About IPCC Enterprise 3rd Party Software Requirements
About IPCC Enterprise 3rd Party Software Requirements
Many IPCC components require certain prerequisite 3rd party software that must be loaded
prior to installation. See the documents listed below to determine prerequisite software for each
IPCC component.
See the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials for
information on supported 3rd party software version numbers.
IPCC Component
Document
CallManager
Installing Cisco CallManager
IP IVR
Cisco IP IVR Installation Guide
Central Controller, Agent/IVR Controller,
In the Installing and Configuring the Controllers and Administration
Administration & WebView Reporting,
& WebView Reporting (page 57)section of this guide
Multichannel Controller, Outbound Controller
Cisco Collaboration Server
Cisco Collaboration Server Installation Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions
Cisco Media Blender
Cisco Media Blender Installation Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions
Cisco E-Mail Manager
Cisco E-Mail Manager Installation and Configuration Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions
About IPCC Internationalization and Localization Support
See the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials for
information on System IPCC Enterprise Internationalization and Localization support.
About IPCC Enterprise Component Version Interoperability
See the IPCC Compatibility Guide for the list of Cisco IP Phone and IPCC component (e.g.,
CallManager, IP IVR, CTI OS) versions supported by IPCC Enterprise 7.0(0). The IPCC
Compatibility Guide is updated regularly to reflect subsequent component releases and services
releases.
The IPCC Compatibility Guide is available from cisco.com at:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_technical_documentation.html
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 2: IPCC Enterprise Platform Specifications
Licensing Requirements and System Limitations
Licensing Requirements and System Limitations
For licensing requirements and system limitations, see the Cisco Intelligent Contact Management
Software Release 7.0(0) Bill of Materials. .
About Non-Supported Component Features in an IPCC Environment
Prior to installing and configuring IPCC Enterprise components, consult the Release Notes for
Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) for a list of any component
features or configurations not supported in an IPCC Enterprise environment. Cisco CallManager
in particular has certain features that cannot be used within IPCC Enterprise.
The Release Notes for Cisco IPCC/ICM Enterprise & Hosted Editions Release 7.0(0) are
available at
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_release_notes_list.html
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 2: - IPCC Enterprise Platform Specifications
About Non-Supported Component Features in an IPCC Environment
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 3
System IPCC Deployment Models
This section contains the following topics:
• About System IPCC Deployment Models, page 25
• Choosing A Deployment Model: Load Considerations, page 28
About System IPCC Deployment Models
System IPCC Enterprise supports a number of different deployment models. The number of
physical machines required for your System IPCC Enterprise deployment can vary depending
on:
• Whether you choose to install the Central Controller, Agent/IVR Controller, and
Administration & WebView Reporting on one machine (an All-in-One); two machines (a
Central Controller-Agent/IVR Controller plus standalone Administration & WebView
Reporting); or on three separate boxes.
Note: All-in-One deployments are supported in lab environments only.
• Whether you choose to deploy the Central Controller, Agent/IVR Controller, and
Administration & WebView Reporting machine(s) as simplexed (one instance of each) or
duplexed (two of each for enhanced fault tolerance).
• Whether you choose to deploy the multichannel and/or outbound options.
The following table and diagrams define individual box requirements and illustrate some sample
System IPCC deployment model topologies.
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Chapter 3: - System IPCC Deployment Models
About System IPCC Deployment Models
IPCC Enterprise
Component
Box Requirements
Can be Duplexed?
CallManager
Must be installed on its own machine. Do not install other IPCC Can be clustered.
Enterprise components on the CallManager.
IP IVR
Must be installed on its own machine. Do not install other IPCC No.
Enterprise components on the IP IVR.
Note: System IPCC supports
connections for up to five IP
IVRs per Agent/IVR
Controller. In deployments
containing multiple IP IVRs,
System IPCC's Network
VRU automatically balances
load across the IP IVRs
based on trunk availability.
Central Controller
Can be installed standalone, or with an Agent/IVR Controller, or Yes
with an Agent/IVR Controller and Administration & WebView
Reporting.
Do not install any other IPCC Enterprise components on this
machine.
Agent/IVR Controller Can be installed standalone, or with a Central Controller, or with Yes
a Central Controller and Administration & WebView Reporting.
Do not install any other IPCC Enterprise components on this
machine.
Administration &
WebView Reporting
Can be installed standalone, or with an with an Agent/IVR
Controller and a Central Controller.
Do not install any other IPCC Enterprise components on this
machine.
No. However, two
non-duplexed
Administration & WebView
Reporting machines can be
installed.
Outbound Controller Must be installed on its own machine. Do not install other IPCC No
Enterprise components on the Outbound Controller.
Multichannel
Controller
Multichannel Controllers for Cisco Collaboration Server (CCS) No
and Cisco E-Mail Manager (CEM) must be installed on separate
machines. Install Media Blender on the Multichannel Controller
for CCS. Install the CEM T Server on the Multichannel Controller
for CEM. Do not install any other IPCC Enterprise components
on these machines.
Cisco Collaboration
Server
The Collaboration Server must be installed on its own machine. No
Do not install the Cisco Collaboration Server on the same machine
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 3: System IPCC Deployment Models
About System IPCC Deployment Models
IPCC Enterprise
Component
Box Requirements
Can be Duplexed?
as Cisco Media Blender. Do not install other IPCC Enterprise
components on the Collaboration Server.
Cisco E-Mail Manager The E-Mail Manager database server and client must be installed No
on separate machines. Do not install other IPCC Enterprise
components on the E-Mail Manager.
Cisco Media Blender Must be installed on the same machine as the Multichannel
Controller for CCS. Do not install any other IPCC Enterprise
components on the Media Blender.
No
CTI OS or CAD
No
The CTI OS Server is installed automatically on the Agent/IVR
Controller. CTI OS desktop software is installed on agent,
supervisor, and CTI OS developer client machines.
For smaller deployments, CAD Services can be deployed on the
Agent/IVR Controller. For larger deployments, CAD Services can
be installed on a separate machine. CAD desktop software is
installed on agent, supervisor, and CAD developer client machines.
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 3: - System IPCC Deployment Models
Choosing A Deployment Model: Load Considerations
Figure 4: System IPCC Deployment Topology
Choosing A Deployment Model: Load Considerations
In choosing a deployment model, consider the following guidelines and limitations:
• All-in-One deployments of the Central Controller, Agent/IVR Controller, and Administration
& WebView Reporting are supported in lab environments only; Cisco does not support the
use of All-in-Ones in a live, production environment.
• Light-load production environments may choose to deploy the Central Controller and
Agent/IVR Controller on the same machine. Production environments that anticipate heavy
call load should install the Central Controller and Agent/IVR Controller on separate machines
for optimum performance.
• It is strongly recommended that all production environments use duplexed deployments of
the Central Controller and Agent/IVR controller. Duplexed deployments add critical safeguards
against machine failure.
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Part 2: Installing and Configuring System IPCC
Enterprise
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System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 4
Overview of Installation and Configuration Tasks
Setting up a System IPCC Enterprise system involves a significant number of installation and
configuration tasks. This section includes task checklists designed to help you track your progress
as you install and configure System IPCC.
This section contains the following topics:
•
•
•
•
Hardware Installation Checklist, page 31
IPCC Enterprise Staging Requirements, page 32
IPCC Enterprise Component Software Installation Checklist, page 32
IPCC Enterprise Component Software Configuration Tasks, page 34
Hardware Installation Checklist
Task
Notes
Install the Media Convergence
Hardware and OS requirements for these servers are available from the Cisco
Server(s) for Cisco CallManager, IP Intelligent Contact Management Software Release 7.0(0) Bill of Materials .
IVR, and IPCC.
Network architecture requirements are described in the Staging Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions, and in the Cisco IP Contact Center
Enterprise Edition Solution Reference Network Design Guide.
Install IP phones. Configure each IP Install the IP phones after installing Cisco CallManager. If you are configuring
phone with an IP address.
the phones through auto-registration, also enable auto-registration on Cisco
CallManager before installing the phones.
Refer to the user documentation for your phone for information on IP address
configuration requirements.
Refer to the IPCC Enterprise Compatibility Guide for a list of supported IP Phones.
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Chapter 4: - Overview of Installation and Configuration Tasks
IPCC Enterprise Staging Requirements
Note: The Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Materials is
available from cisco.com at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_usage_guidelines_list.html.
IPCC Enterprise Staging Requirements
Staging requirements include all network and OS platform prerequisite that must be in place
before you install IPCC components. Staging requirements for IPCC components include:
• Windows OS configuration
• Windows network configuration
• Active Directory setup
• Firewall and security configuration
• SQLServer installation
• Remote monitoring and management tool setup (optional)
• Cisco Quality of Service (QoS) setup (optional)
Windows network, active directory, firewall, SQLServer, and remote monitoring staging
information is described in the Staging Guide for ICM/IPCC Enterprise and Hosted Editions.
Security setup and guidelines, including Cisco recommended settings for encryption, IPSec,
NAT, and firewall configuration are described in the Security Best Practices Guide for ICM
and IPCC Enterprise and Hosted Editions. Cisco QoS planning and deployment is described
in the Pre-Installation Guide for Cisco ICM Enterprise Edition and the Cisco IP Contact Center
Enterprise Edition Solution Reference Network Design Guide.
IPCC Enterprise Component Software Installation Checklist
This section lists the installation tasks for the IPCC Enterprise software components.
Note: See the IPCC Enterprise Compatibility Guide for the list of Cisco IP Phone and IPCC
component (e.g., CallManager, IP IVR) versions supported by IPCC Enterprise 7.0(0). The
IPCC Compatibility Guide is updated regularly to reflect subsequent component releases and
services releases. The IPCC Enterprise Compatibility Guide is available from cisco.com at:
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_technical_documentation.html
Task
IPCC Installation Prerequisites
IPCC Installation Notes
Install CallManager
There are no IPCC-specific installation prerequisites
for CallManager.
None
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Chapter 4: Overview of Installation and Configuration Tasks
IPCC Enterprise Component Software Installation Checklist
Task
IPCC Installation Prerequisites
Install IP IVR
Prior to installing IP IVR you must install and configure When installing IP IVR for use
Cisco CallManager. On the CallManager configuration, with IPCC Enterprise, be sure
you must have:
to select the ICM option during
installation. This installs the
• Configured one CTI Route Point for each post route basic IP IVR platform, which
number and/or one for each translation route DNIS. includes:
• Configured CTI Ports for the IP IVR. The port
numbers must match the port numbers used when
installing the JTAPI interface on the IP IVR.
• Created an IP IVR user and associated the user with
CTI Route Point(s) and CTI Port(s).
IPCC Installation Notes
• IP IVR profile in the DC
Directory
• Basic components of the IP
IVR
• Default IPCC scripts
• Enabled CTI for the IP IVR user.
Installing IP IVR also installs
the required JTAPI Client. You
Note: Note: In IP IVR version 4.0(x) and above IP IVR can use the JTAPI Client Update
route points, CTI ports, and the JTAPI user for IP IVR tool to ensure that you have the
can be created directly in the IP IVR administration most recent version.
interface; they do not need to be created in
CallManager.
Install System IPCC Central
Controller, Agent / IVR
Controller, and Administration
& WebView Reporting
component.
Prior to installing the Central Controller, Agent / IVR None
Controller, and Administration & WebView Reporting
component you must install and configure Cisco
CallManager. On the CallManager, you must have:
• Configured one CTI Route Point for each post route
number and/or one for each translation route DNIS.
• Created an Agent/IVR Controller user and associated
the JTAPI user with CTI Route Point(s) and CTI
Port(s).
• Enabled CTI for the Agent/IVR Controller user.
You must also install IP IVR. On the IP IVR, you must
have:
• Configured the VRU Port Group.
• Configured the ICM subsystem.
• Uploaded VRU scripts.
• Specified the VRU Connection Port.
• Configured translation routing on the IP IVR
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Chapter 4: - Overview of Installation and Configuration Tasks
IPCC Enterprise Component Software Configuration Tasks
Task
IPCC Installation Prerequisites
IPCC Installation Notes
Option: If deploying Outbound None
Option, install the Outbound
Controller.
None
Option: If deploying the
multichannel options (CCS
and/or CEM) install the
Multichannel Controller(s).
None
None
Option: If deploying Cisco
Prior to installing CCS you must install a Multichannel Collaboration Server must be
Collaboration Server, install Controller.
installed before IPCC can be
CCS and Cisco Media Blender
configured for multichannel
routing.
Option: If deploying Cisco
Prior to installing CEM you must install a Multichannel Configuration of E-Mail
E-Mail Manager, install CEM Controller.
Manager takes place during
client and database software.
installation.
Install CTI OS or CAD
agent/supervisor desktop
software.
Prior to installing agent/supervisor desktops, you must None
install and configure all other non-optional IPCC
software.
IPCC Enterprise Component Software Configuration Tasks
Subsequent sections in this document guide you through configuring each IPCC
component/functionality area. Each section contains a list of the configuration tasks for that
component, as well as a list of prerequisites that must be met before that component can be
configured.
1. Configure CallManager
2. Configure IP IVR
3. Configure the System IPCC Central Controller, Agent / IVR Controller, Administration
& WebView Reporting component, Outbound Controller (if deployed), and Multichannel
Controller(s) (if deployed).
4. Configure the Outbound Option feature (if deployed)
5. Configure Agent And Supervisor Desktops
6. Configure Multichannel applications (if deployed)
7. Configure reporting
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Chapter 5
Installing and Configuring Cisco CallManager for
System IPCC Enterprise
This section describes how to install and configure Cisco CallManager for System IPCC
Enterprise.
Note: IPCC Enterprise 7.0(0) supports multiple CallManager versions. The instructions in the
section are based on CallManager version 4.0(1).
This section contains the following topics:
•
•
•
•
•
•
•
•
How to Install Cisco CallManager for IPCC Enterprise, page 35
CallManager Configuration Tasks, page 36
About the CallManager Administration Utility, page 36
How to Configure Agent IP Phones for IPCC Enterprise, page 37
About the CallManager Extension Mobility Feature, page 38
How to Configure CTI Route Points, page 39
How to Configure CTI Ports, page 40
How to Configure JTAPI Users for the Agent/IVR Controller and IP IVR, page 41
How to Install Cisco CallManager for IPCC Enterprise
To install Cisco CallManager, follow the step-by-step installation instructions included in the
Installing Cisco CallManager Guide. There are no IPCC-specific installation prerequisites or
instructions for CallManager.
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Chapter 5: - Installing and Configuring Cisco CallManager for System IPCC Enterprise
CallManager Configuration Tasks
Once installation is complete, confirm that the following are true before you begin configuring
CallManager for IPCC Enterprise:
• A CallManager instance has been created on the CallManager server.
• All CallManager services and third-party services required by CallManager are running.
• The BAT Tool has been installed on the CallManager.
See Also
Installing Cisco CallManager Guide
Bulk Administration Tool Guide for Cisco CallManager
CallManager Configuration Tasks
After you install CallManager, complete these tasks to configure CallManager for use with
IPCC. Perform tasks in the order listed. Instructions for each are included later in this section.
CallManager Configuration Task
Notes
1. Configure the agent IP phones.
Prior to this, you must have installed your Cisco IP phones on your network.
For instructions, refer to the documentation packaged with your Cisco IP phone.
2. Configure the CTI Route Points.
Note: If you are using IP IVR 4.0(x) or later, the CTI Route Points controlled
by the IP IVR can be configured directly in the IP IVR Administration interface;
you do not need to configure them in Call Manager. The Route Points for dialed
numbers must still be created in CallManager Administration.
3. Configure the CTI Ports.
Note: If you are using IP IVR 4.0(x) or later, CTI Ports can be configured
directly in the IP IVR Administration interface; you do not need to configure
them in Call Manager.
4. Create JTAPI user accounts and
Create one account to associate with the phones and Agent/IVR Controller,
associate them with the JTAPI phones, and one account to associate with IP IVR and the CTI Ports.
Route Points, and Ports.
Note: If you are using IP IVR 4.0(x) or later, the JTAPI user for the IP IVR
can be created directly in the IP IVR Administration interface.
About the CallManager Administration Utility
Most of the tasks in this section are performed from the CallManager Administration utility.
CallManager Administration is installed on all CallManager servers. To access CallManager
Administration, select Start > Programs > Cisco CallManager > Administration. Or, in a Web
browser, enter http://<CallManager_servername>/ccmadmin.
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Chapter 5: Installing and Configuring Cisco CallManager for System IPCC Enterprise
How to Configure Agent IP Phones for IPCC Enterprise
How to Configure Agent IP Phones for IPCC Enterprise
How to Configure IP Phones on the CallManager
To function with CallManager, each Cisco IP phone in your IPCC Enterprise system must be
registered and configured within the CallManager Administration database.
There are three different ways of doing this:
• Manual configuration: In manual configuration, each agent IP phone is configured individually.
This is the configuration method described in this document.
• Auto-registration: Auto-registration allows you to automatically add a Cisco IP Phone to the
Cisco CallManager database when you connect the phone to your IP telephony network.
During auto-registration, Cisco CallManager assigns the next available sequential directory
number to the phone. In many cases, you might not want to use auto-registration; for example,
if you want to assign a specific directory number to a phone. The procedure for setting up
auto-registration is not described in this guide. For instructions, see the Cisco CallManager
Administration Guide.
• Bulk configuration: The CallManager Bulk Administration Tool is a plug-in application that
lets you add, modify, and delete multiple Cisco IP Phones in batch mode. Procedures for
using the Bulk Administration Tool are not described in this guide. For instructions, see the
Bulk Administration Tool Guide for Cisco CallManager.
To manually configure agent IP phones on the CallManager, perform the following steps for
each agent IP Phone in your IPCC Enterprise System:
Step 1
In CallManager Administration, select Device > Add a Device.
Step 2
From Device Type, select Phone. Click Next.
Step 3
From Phone Type, select the model of Cisco IP phone you are configuring. Click Next.
Step 4
In the MAC Address field, enter the phone's MAC address. To determine an IP phone's MAC
address consult the sticker on the back of the phone, or, on the phone, select Settings > Network
Configuration > Select.
Step 5
From Device Pool, select Default.
Step 6
Click Insert. A message displays asking if you want to add a directory number for line 1 of this
phone now. Click OK.
Step 7
In Directory Number, enter the directory number for this phone. This will be the agent's ID for
logging into the phone.
Step 8
Set the Call Waiting field. If the agent using this phone:
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Chapter 5: - Installing and Configuring Cisco CallManager for System IPCC Enterprise
About the CallManager Extension Mobility Feature
Will use IPCC's Outbound Option feature (which allows outbound calling), set Call Waiting to
On.
Will not use Outbound Option set Call Waiting to Off. Disabling Call Waiting ensures that the
forward on busy option is available.
Note:
• If no agents on this CallManager will make outbound calls, you can set the CallManager
system default for Call Waiting Enable to Off. See the CallManager Administration online
Help for instructions on setting CallManager system defaults.
• The Call Waiting option does not appear and is on by default in CallManager versions 4.0(1)
and greater.
Step 9
Click Insert. A message displays confirming the device record has been created in the
CallManager database. Click OK.
Step 10
Create additional phones, as necessary.
How to Set the Agent IP Phone Configuration on the IP Phone
You must set the configuration on each agent IP phone so that it can locate and connect to Cisco
CallManager. To set the necessary configuration, on each agent IP phone in your IPCC Enterprise
system:
Step 1
Press Settings.
Step 2
Press **# to unlock the configuration.
Step 3
Select Settings > Network Configuration > Select.
Step 4
Set Alternative TFTP to Yes.
Step 5
Press Save and then press Exit.
Step 6
Power cycle the phone. If you are using power plugs, pull the cord out of the phone and put it
back in again. If you are using inline power, disconnect and then reconnect the network cable
About the CallManager Extension Mobility Feature
CallManager provides an Extension Mobility feature that lets users access their Cisco IP phone
configuration, including line appearances, services, and speed dials, from other Cisco IP phones.
If you enable Extension Mobility, agents can share the same IP phone and retain their personal
settings. In an IPCC Enterprise system, IP phones with Extension Mobility have the same
behavior and features as regular IP phones. Procedures for enabling Extension Mobility are not
described in this guide. For instructions, see the Cisco CallManager Features and Service Guide.
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Chapter 5: Installing and Configuring Cisco CallManager for System IPCC Enterprise
About the CallManager Extension Mobility Feature
How to Configure CTI Route Points
A CTI Route Point is a virtual device that can receive multiple concurrent calls for
application-controlled redirection. Calls are directed to a route point, which subsequently routes
the call to an available CTI port--the front end of the redirection application. The CTI route
point is the number a caller dials to access the application. At least one CTI route point must
be configured for each redirection application in use. In IPCC Enterprise, these applications
include IP IVR and Cisco JTAPI running on the Agent/IVR Controller.
Once a CTI route point has been created, lines (directory numbers) can be added and configured.
CTI route points are used for post-routing with IPCC. In the event that the Agent/IVR Controller
is down or the IPCC cannot route a call, you can post-route the call to another CTI Route Point.
Note: If you are using IP IVR 4.0(x) or later, the CTI Route Points controlled by the IP IVR
can be configured directly in the IP IVR Administration interface; you do not need to configure
them in Call Manager. Consult your IP IVR documentation for instructions. The Route Points
for dialed numbers must still be created in CallManager Administration.
To configure a CTI Route Point:
Step 1
In CallManager Administration, select Device > Add New Device.
Step 2
From Device Type, select CTI Route Point. Click Next.
Step 3
In Device Name, enter the Route Point name.
Step 4
From Device Pool, select Default.
Step 5
Click Insert. A message displays confirming the device record has been created in the
CallManager database. Click OK.
Step 6
In Directory Number, enter the number of this device.
Note: Record the directory number that you enter; You will need it later when you A) configure
a port group for translation routing in IP IVR and B) configure the Network IVR in the IPCC
Web Administration Tool.
Step 7
From Call Waiting, select On.
Note: The Call Waiting option does not appear and is on by default in CallManager versions
4.0(1) and greater.
Step 8
Optionally, in Forward All, Forward Busy, Forward No Answer, and Forward on Failure, enter
the directory numbers of the device that you want the call to go to in the event that IPCC cannot
route the call.
Step 9
Click Insert.
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Chapter 5: - Installing and Configuring Cisco CallManager for System IPCC Enterprise
About the CallManager Extension Mobility Feature
Step 10
Repeat these steps to create additional CTI Route Points, as necessary. For example, you might
create two route points for inbound dialing (one for post routing and one for translation routing)
and two for IP IVR (one for post routing and one for transfer to IVR).
How to Configure CTI Ports
A CTI Port is a virtual port analogous to a trunk line in a traditional ACD or PBX setting. The
CTI Port allows access to the post-routing capabilities of IP IVR.
The number of ports you configure is determined by your needs and available licenses. In order
to accept or place calls, the JTAPI subsystem requires one CTI port device for each call to be
managed simultaneously.
If you are using IP IVR 4.0(x) or later, CTI Ports can be configured directly in the IP IVR
Administration interface; you do not need to configure them in Call Manager. Consult your IP
IVR documentation for instructions.
Note: If you are using IP IVR 4.0(x) or later, CTI Ports can be configured directly in the IP
IVR Administration interface; you do not need to configure them in Call Manager. Consult your
IP IVR documentation for instructions.
To configure CTI ports:
Step 1
In CallManager Administration, select Device > Phone.
Step 2
Click Add a New Phone.
Step 3
From Phone Type, select CTI Port. Click Next.
Step 4
In Device Name, enter a unique name for the device.
Step 5
From Device Pool, select Default.
Step 6
Click Insert. A message displays confirming the device record has been created in the
CallManager database. Click OK.
Step 7
In Directory Number, enter a dialable phone number. Values can include numeric characters
and route pattern wildcards and special characters except for (.) and (@).
Step 8
From Call Waiting, select Off.
Note: The Call Waiting option does not appear and is on by default in CallManager versions
4.0(1) and greater.
Step 9
Click Insert. A message displays confirming the directory number has been assigned to the
current device. Click OK.
Step 10
Repeat these steps to create additional port groups, as necessary.
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Chapter 5: Installing and Configuring Cisco CallManager for System IPCC Enterprise
About the CallManager Extension Mobility Feature
How to Configure JTAPI Users for the Agent/IVR Controller and IP IVR
Cisco CallManager supports the Java Telephony Application Programming Interface (JTAPI)
for deploying telephony applications. JTAPI gives IPCC access to the Cisco CallManager
directory. JTAPI uses the directory to determine which IPCC devices it has the privilege to
control.
A user account must be associated with each JTAPI device. For IPCC Enterprise, you must
create a JTAPI user for 1) the connection to the IPCC Agent/IVR Controller, and 2) the
connection to each IP IVR in your deployment.
Note: If you are using IP IVR 4.0(x) or later, the JTAPI user for IP IVR can be configured
directly in the IP IVR Administration interface; you do not need to configure them in Call
Manager. You must still create the JTAPI user for the CallManager PG in CallManager
Administration.
To configure JTAPI users for the Agent/IVR Controller and IP IVR:
Step 1
In CallManager Administration, select User > Add a New User. The User Information page
opens.
Step 2
Enter a first and last name for the user.
Step 3
In UserID, enter the User ID for the Agent/IVR Controller user.
Step 4
In User Password, enter a password. Re-enter it in Confirm Password.
Step 5
In PIN, enter an IP phone password (at least five characters). Re-enter it in Confirm PIN.
Note: Record the user names and passwords that you create for the JTAPI users. You will need
to supply these when you configure A) CallManager connectivity for the Agent/IVR Controller
in IPCC Web Administration; B) the IP IVR JTAPI user in CRA Admin.
Step 6
Select Enable CTI Application Use.
Step 7
Click Insert.
Step 8
Under Application Profiles, click Device Association.
Step 9
Click Select Devices. All the Device names and extensions display. Select all of the devices
this user will control.
• For the Agent/IVR Controller user, select the IP phones and the Agent/IVR Controller route
points.
• For the IP IVR user, select the IP IVR route points and the ports.
Step 10
Select No Primary Extension.
Step 11
Click Update.
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Chapter 5: - Installing and Configuring Cisco CallManager for System IPCC Enterprise
About the CallManager Extension Mobility Feature
Step 12
Repeat these steps to create additional JTAPI users as necessary.
See Also
Installing Cisco CallManager Guide
Cisco CallManager Administration Guide
Bulk Administration Tool Guide for Cisco CallManager
Cisco CallManager Features and Service Guide
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Chapter 6
Installing and Configuring Cisco IP IVR for IPCC
Enterprise
This section describes how to install and configure Cisco IP IVR for System IPCC Enterprise.
Note:
• IPCC Enterprise 7.0(0) supports multiple IP IVR versions. The instructions in the section are
based on IP IVR version 3.5(x). Subsequent versions of IP IVR offer enhanced capabilities
for automatically synchronizing settings in IP IVR with CallManager, including the ability
to create route points, port groups, and JTAPI users directly within the IP IVR administration
interface. For more information, see your IP IVR documentation.
• Based on your licensing, the IP IVR version you are running may be named “IP IVR” or “IP
Queue Manager.” In either case, the instructions for deploying it with IPCC are the same.
“IP IVR” is the term used throughout this guide.
This section contains the following topics:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
About IP IVR, page 44
About IP IVR Installation Prerequisites, page 44
How to Install IP IVR for IPCC Enterprise, page 44
IP IVR Configuration Tasks, page 45
About the CRS Administration Utility, page 46
How to Configure the Directory Profile, page 46
How to Configure the JTAPI User on the IP IVR System, page 48
How to Configure CTI Port Groups, page 48
How to Configure the ICM Subsystem, page 50
How to Configure and Upload VRU Scripts, page 50
About Translation Routing and Post Routing, page 51
How to Configure IP IVR for Translation Routing, page 52
How to Configure IP IVR for IPCC Post Routing, page 54
How to Configure and Start the Application Engine, page 55
How to Verify and Update the JTAPI Client, page 55
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Chapter 6: - Installing and Configuring Cisco IP IVR for IPCC Enterprise
About IP IVR
About IP IVR
Cisco IP IVR provides Interactive Voice Response (IVR) and queuing capability in the IPCC
system. Cisco IP IVR is a multichannel (voice/data/Web) IP-enabled Interactive Voice Response
solution that provides an open, extensible, and feature-rich foundation for the creation and
delivery of IVR solutions using Internet technology. In addition to handling traditional telephony
contacts, you can create IP IVR applications to respond to HTTP requests and send e-mail
messages.
Note: IPCC Enterprise does not support CRS clustering (duplexed IP IVRs that failover to the
same CTI route points). Additionally, CRS (IP IVR) 4.0(x) does not allow multiple clusters to
share the repository profile for scripts.
About IP IVR Installation Prerequisites
Before installing and configuring IP IVR for use with IPCC Enterprise, you must:
IP IVR Installation
Prerequisite
Notes
Install and configure Cisco On the CallManager configuration, you must have:
CallManager
• Configured your IP phones.
• Configured one CTI Route Point for each post route number and/or one for each
translation route DNIS.
• Configured CTI Ports for the IP IVR. The port numbers you use when installing the
JTAPI interface on the IP IVR must match these numbers.
• Created an IP IVR user and associated the user with CTI Route Point(s) and CTI Port(s).
Enabled CTI for the IP IVR user.
Note: In IP IVR versions 4.0(x) and above these prerequisite items can be created directly
in the IP IVR administration interface. They do not need to be created in CallManager.
For more information, see your IP IVR documentation.
How to Install IP IVR for IPCC Enterprise
To install Cisco IP IVR, follow the step-by-step installation instructions included in the Cisco
Customer Response Applications Installation Guide.
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Chapter 6: Installing and Configuring Cisco IP IVR for IPCC Enterprise
IP IVR Configuration Tasks
When installing IP IVR for use with IPCC Enterprise, you must select the ICM option during
installation. This installs the basic IP IVR platform, which includes:
• IP IVR profile in the DC Directory
• Basic components of the IP IVR
• Default IPCC scripts
Installing the IP IVR also installs the required JTAPI Client. (As necessary, you can use the
JTAPI Client Update Tool to ensure that you have the most recent version. See How to Verify
and Update the JTAPI Client for instructions.)
Once installation is complete, confirm that the following are true before you begin configuring
IP IVR for IPCC Enterprise:
• In the CRS Administration utility, ICM appears under the subsystems menu. If it does not,
a modification to the license (.lic) file may be required.
IP IVR Configuration Tasks
After you install IP IVR, complete these tasks to configure IP IVR for use with IPCC Enterprise
Environment. Perform tasks in the order listed. Instructions for each are included later in this
section.
IP IVR Configuration Task
Notes
1. Configure the Directory Profile.
Make note of the host name.
2. Configure JTAPI user on IP IVR.
3. Configure CTI Port Groups.
4. Configure the ICM Subsystem.
5. Create and upload VRU scripts.
6. Configure IP IVR for IPCC Post / Translation Routing.
7. Configure and start the Application Engine.
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Chapter 6: - Installing and Configuring Cisco IP IVR for IPCC Enterprise
About the CRS Administration Utility
About the CRS Administration Utility
Most of the tasks in this section are performed from the Customer Response Applications
Administration utility. CRS Administration is installed on your IP IVR server. Access the CRS
Administrator at: http://<ipivr_server name>/appadmin.
How to Configure the Directory Profile
You must create a directory profile for each Cisco IP IVR system. The directory profile contains
the directory host name or IP address, directory port number, directory user (DN), directory
password, base context, server type, and the configuration profile name. There are two directories
associated with each IP IVR system: the Configuration Directory and the Repository.
Each IP IVR system has its own Configuration Directory in the Lightweight Directory Access
Protocol (LDAP) directory for storing configuration information.
The Repository is the subdirectory of the LDAP directory where the IP IVR scripts are stored.
By default, every time you create a configuration directory, the Cisco Application Administration
creates an identically named repository, but if you select the check box for the use a different
repository profile option, multiple IP IVR directory profiles can share one easily updated
repository. The repository keeps one backup version of each script for recovery purposes. You
can revert to the previous version if necessary. You manage IP IVR scripts with the Repository
Manager, which is installed with both the Cisco Application Editor and the Cisco Application
Engine.
To configure the Directory Profile:
Step 1
In CRS Administration, select System > Configuration and Repository.
Step 2
From Server Type, select DC Directory.
Step 3
In Directory Host Name, enter the host name or IP address of the Cisco IP Telephony Directory
server where the configuration profile resides or will reside with the CRS Engine profile. This
information must be consistent with that entered in the CTI Manager A area on the CTI Manager
Locations pane during CRS installation.
Optionally, enter the host names or IP addresses of alternative directory servers to be used in
the event of a failover. Enter these in the order they should be used if failover occurs. Use
semicolons, commas, or spaces to separate multiple entries. The information entered in this
field must be consistent with the information entered in the CTI Manager B area on the CTI
Manager Locations pane during CRS installation.
Step 4
In the Directory Port Number field, enter the port number of the Cisco IP telephony directory.
The default is 8480.
Step 5
In the Directory User (DN) field, enter the username (called the distinguished name) configured
on the directory server for the user with permission to modify the Cisco IP Telephony tree and
object entries, or accept the default information.
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Chapter 6: Installing and Configuring Cisco IP IVR for IPCC Enterprise
About the CRS Administration Utility
Step 6
In the Directory Password field, enter a password for the directory user.
Step 7
In the Base Context field, enter the branch of the Cisco IP Telephony Directory tree that contains
the Cisco configuration information, or accept the default information.
Step 8
In the User Base field, enter the branch of the Cisco IP Telephony Directory tree that contains
user information, or accept the default information.
Step 9
Click Next.
Step 10
In the Profile Name field, perform one of the following tasks:
• From the drop-down list, choose the profile name that identifies this server configuration or
repository. Or...
• Click Edit.
Step 11
Enter a new profile name. Click OK.
Step 12
Click Next.
Step 13
Perform one of the following tasks:
• To create the repository profile on the same server as your configuration profile, accept the
default setting.
• To maintain separate profiles for your configuration and repository, click the Use a Different
Repository Profile radio button. The Repository Configuration dialog box opens. Complete
the fields with configuration information appropriate for your repository directory, and then
click OK.
Step 14
Click Next. The User Maintenance page opens. If you want to find a specific Cisco CallManager
user, enter search criteria (such as a user name) in the Enter Search Criteria text field and click
Search. If more than 75 users are configured on Cisco CallManager, you can search for users
who are not displayed.
Step 15
From the CMUsers list box, select one or more Cisco CallManager users, and then click < to
move the selected users to the CRS Administrator/Supervisor list box
Step 16
For each user moved to the CRS Administrator/Supervisor list box, select a user in the list box
and choose either Administrator or Supervisor from the Group drop-down list. Because only
an administrator can update the CRS system, you must select at least one user to become an
administrator.
Step 17
Click Finish to complete the process and initialize configuration and repository profiles. The
Directory Setup page displays your configuration choices.
You are now ready to use the Application Administration web interface to administer your IP
IVR system.
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Chapter 6: - Installing and Configuring Cisco IP IVR for IPCC Enterprise
About the CRS Administration Utility
How to Configure the JTAPI User on the IP IVR System
When configuring CallManager, you configured a JTAPI user for your IP IVR . This user must
now be identified in the IP IVR software.
Note: In IP IVR version 4.0(x) and above, you do not need to create the IP IVR JTAPI user in
the CallManager Administration. Instead, follow the steps below and the user will be
automatically created on the CallManager.
To configure the JTAPI user for IP IVR:
Step 1
In CRS Administration, select Subsystems > JTAPI.
Step 2
In the JTAPI provider(s) field, enter your CallManager's host name or IP address.
Step 3
In the UserID and password fields, enter the information that you created in Cisco CallManager
for the IP IVR user.
Note: In IP IVR version 4.0(x) and above, rather than UserID you enter a User Prefix. IP IVR
JTAPI users will then be automatically created on the CallManager with the ID <prefix>_<IP
IVR node #>--for example, IPIVR_JTAPI_1.
Step 4
Click Update.
How to Configure CTI Port Groups
A CTI Port Group is a group of access points into the IPCC telephone network. You use CTI
Port Groups to associate Cisco IP IVR applications, translation routes, post routes, bust
treatments, and reroute on ring no answer treatments with an IPCC trunk group.
A CTI port is a virtual device that is used by Cisco CallManager applications, including IP IVR,
to create virtual lines. CTI ports are configured through Cisco CallManager Administration.
CTI ports in a CTI Port Group must have consecutive directory numbers. For example, if you
want twenty CTI ports in a particular CTI port group, and the first number is 9001, the rest of
the ports will be 9002 through 9020. With twenty ports, the IP IVR can handle twenty calls at
a time.
Note:
• If your system is co-located with Cisco CallManager, you can configure a maximum of 256
CTI ports in total for all CTI port groups. Configuring more CTI ports than this limit results
in calls being aborted by the system in an unspecified manner.
• In IP IVR versions 4.0(x) the procedure for creating and configuring port groups varies from
those listed below. In IP IVR 4.0(x), CRA Admin prompts you for CTI Port information and
automatically creates the necessary records on the CallManager. For more information, see
your IP IVR documentation.
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Chapter 6: Installing and Configuring Cisco IP IVR for IPCC Enterprise
About the CRS Administration Utility
If you are deploying IPCC with multiple IP IVRs, each CTI Port Group must have a unique
Group ID across all IP IVRs configured in system. System IPCC requires the use of specific
port group IDs for post and translation routing (see steps below).
To configure a CTI port group:
Step 1
In CRS Administration, select Subsystems > JTAPI. (Note: System > Control Center in IP IVR
4.0(x)).
Step 2
Click CTI Port Groups.
Step 3
Click Add a New JTAPI Call Control Group.
Step 4
In Group ID field, enter a unique ID for the port group. In System IPCC, you MUST use the
following port group IDs:
• For IP IVR 1 (the first physical IP IVR in your deployment), Post Route Port Group ID = 0,
Translation Route Port Group ID = 1
• For IP IVR 2, Post Route Port Group ID = 2, Translation Route Port Group ID = 3
• For IP IVR 3, Post Route Port Group ID = 4, Translation Route Port Group ID = 5
• For IP IVR 4, Post Route Port Group ID = 6, Translation Route Port Group ID = 7
• For IP IVR 5, Post Route Port Group ID = 8, Translation Route Port Group ID = 9
Step 5
Press the Tab key to automatically populate the Description field.
Step 6
From Calling Search Space for Redirect, select the option that specifies the search space, or
partition, that the calling device searches when attempting to redirect the call.
Step 7
Click Associate CTI Ports.
Step 8
From the Available CTI Port List Filters drop-down lists, choose Device Name and Is Exactly,
and then click the Find button.
The Directory Number and Device Name of the CTI port appear under their respective columns.
Step 9
Select the CTI ports you want to associate with this port group.
Step 10
Click Update.
Step 11
Click Add.
Step 12
As necessary, repeat these steps to create additional port groups and associate them with CTI
ports.
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About the CRS Administration Utility
How to Configure the ICM Subsystem
The ICM Subsystem on IP IVR allows IP IVR to interact with IPCC. It is the queuing engine
for IPCC Enterprise. The IPCC Service Control interface allows IPCC to provide call processing
instructions to IP IVR. It also provides IPCC with event reports indicating changes in call state.
To configure the ICM Subsystem:
Step 1
In CRS Administration, select Subsystems > ICM.
Step 2
In the VRU Connection Port field, enter the TCP IP port number on the IP IVR machine that
the IPCC Agent/IVR Controller will use to communicate to IP IVR. The default value is 5000.
Use the default unless you have a compelling reason to use a different port.
Note: Record the VRU Connection Port that you enter. You need to configure IVR connectivity
in the IPCC Web Administration Tool with this number.
Step 3
In the Service Control field, click the Yes radio button. The Service Control interface allows
the Agent/IVR Controller to provide call-processing instructions to IP IVR. It also provides IP
IVR with event reports indicating changes in call state. You must enable the service control
interface to use the ICM Subsystem.
Step 4
In the Parameter Separator field, enter the character used to delineate individual parameters in
a multiple parameter variable or accept the default ( | (pipe)).
Step 5
In the Additional VRU Call Information check boxes, check any expanded call variables you
want to use to pass call-related information.
Step 6
Click Update. The configuration information is added to the system.
How to Configure and Upload VRU Scripts
IPCC Enterprise uses Voice Response Unit (VRU) scripts to handle interactions with contacts.
These scripts are loaded as applications on the CRS Engine.
IP IVR comes with some default scripts that are loaded as applications on the CRS Engine. You
also can create your own VRU scripts using the Cisco CRS Editor. When configuring IPCC,
you configure any VRU scripts that you plan to use. You must upload the scripts to the IP IVR
Repository so the scripts will be available if IPCC sends a Run VRU Scripts request to IP IVR.
Note: Note: The CRS administration interface uses the term "VRU." The IPCC Web
Administration Tool interface uses the term "IVR." These mean the same thing. Therefore,
"VRU scripts" = "IVR scripts."
To configure VRU Scripts.
Step 1
In CRS Administration, select Subsystems > ICM.
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About Translation Routing and Post Routing
Step 2
Click ICM VRU Scripts.
Step 3
Click Add a New VRU Script.
Step 4
In the VRU Script Name field, enter a name for the VRU script you want to add.
Step 5
In the Script field:
• From the Script drop-down list, choose the CRS script that you want to associate with the
VRU script. OR...
• Click the Edit button. The User Prompt dialog box opens. Enter the name of the script, and
then click OK . The User Prompt dialog box closes, and the name you entered appears in the
Script field.
Note: Record the name of the script you enter. You need to configure IVR scripts in IPCC Web
Administration with this value.
Step 6
Click Add.
The second ICM VRU Script area closes, and the name of the VRU script you added appears
in the first ICM VRU Scripts area.
Step 7
Repeat these steps to add any additional VRU scripts.
About Translation Routing and Post Routing
Depending on how you choose to do call routing, you must configure your IPCC deployment
for post routing and possibly translation routing as well.
Translation Routing
In translation routing, IPCC receives the call instead of IP IVR. Since IP IVR does not receive
the call first, it does not run an initial script. After receiving the call, IPCC runs a script. You
must configure Cisco IPCC translation routing when IP IVR is used as a queue point for a Cisco
IPCC solution in which calls are expected to be routed by the Agent/IVR Controller to IP IVR.
The call attributes will be reported as part of a configured translation-route on IPCC.
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About Translation Routing and Post Routing
IPCC routing scripts can direct calls based on various criteria, such as time of day or the
availability of subsystems. IPCC routing scripts can use four commands to interact with IP IVR:
• Connect connects the call. IPCC sends the connect message with a label to instruct IP IVR
where to direct the call.
• Release hangs up the call.
• Run VRU Script runs a VRU script on IP IVR.
• Cancel cancels the VRU script that is currently running.
Post Routing
In post routing, IP IVR receives calls directly from CallManager. CallManager sends the call
to the post routing route point on IP IVR. IP IVR searches the designated port group for a free
CTI port and accepts the call. If there is not a free port, the caller hears ringing until there is a
free port to take the call.
If you configured the route point to run an initial application, such as a script to welcome the
caller and collect an account number, IP IVR runs that script, notifies IPCC about the call, and
waits for further instructions. If you did not configure an initial application, IP IVR just informs
IPCC. IPCC runs a routing script after being notified of the call. The IP IVR system responds
to the commands from IPCC until it signals that the call is complete.
For example, the IPCC routing script could send a Run VRU Script request to IP IVR, instructing
IP IVR to run a VRU script that plays music and thanks the caller for their patience. When an
agent becomes available, IPCC sends a Cancel request and IP IVR stops running the current
VRU script. IPCC then sends a Connect command with a Normal label that indicates the
extension of the free agent. The IP IVR system routes the call to the agent indicated on the label.
Note: System IPCC does not support post routing withina System IPCC deployment. However,
post routing is supported between a child System IPCC and its parent in an IPCC Gateway
deployment. (See your IPCC Gateway documentation for more information.)
How to Configure IP IVR for Translation Routing
To configure IP IVR for translation routing, you first add an ICM translation routing application
and then assign a JTAPI trigger to this application.
Note: Before you can configure a translation routing application, you must first upload any
VRU scripts that the application will need.
To configure IP IVR for translation routing:
Step 1
In CRS Administration, select Applications > Configure Applications.
Step 2
Click Add a New Application.
Step 3
From Application Type, select Cisco ICM Translation-Routing.
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About Translation Routing and Post Routing
Step 4
In the Name field, enter the name of the script on which the IPCC translation-routing is based.
Step 5
Press the Tab key to automatically populate the Description field.
Step 6
In the ID field, accept the ID, or enter a unique ID. This field corresponds to the service identifier
of the call reported to the Cisco ICM and configured in the Cisco ICM translation route.
Step 7
In Maximum Number of Sessions, enter the maximum number of sessions that the application
will be able to handle simultaneously.
Step 8
In the Enabled field, accept the default radio button Yes.
Step 9
In the Timeout (in secs) field, enter a value (in seconds). This value is the maximum amount
of time the system will wait to invoke the application before rejecting a contact.
Step 10
From the Default Script drop-down list, choose the script that will be run if a system error
occurs, or if instructed by the Cisco ICM to route to the default treatment.
Step 11
Click Add. A message displays confirming the operation has been successfully executed.
Step 12
Click OK.
Step 13
Click Add New Trigger. The Add a New JTAPI Trigger page opens.
Step 14
From Trigger Type, select , and then click Next.
Step 15
From CTI Route Point Directory Number, choose the CTI route point number that you configured
for translation routing in the Cisco CallManager.
Step 16
From the Language drop-down list, choose the appropriate language, or accept the default
language. The Application Name field is automatically populated with the Application Name.
Step 17
In Maximum Number of Sessions, enter the maximum number of sessions that can be
simultaneously triggered by this trigger; for translation routing, this number is the same as the
number of ports available for translation routing.
Step 18
In Idle Time-out (in ms), enter a maximum value (in milliseconds). This value is the maximum
amount of time that the system will wait before rejecting a call.
Step 19
In the Enabled field, accept the default radio button Yes.
Step 20
From the Call Control Group drop-down list, choose the appropriate call control group.
Step 21
From the Primary Dialog Group drop-down list, choose the appropriate primary dialog group,
or none.
Step 22
From the Secondary Dialog Group drop-down list, choose the appropriate secondary dialog
group, or none.
Step 23
Click Add.
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About Translation Routing and Post Routing
How to Configure IP IVR for IPCC Post Routing
To configure IP IVR for post routing, you first add an ICM post routing application and then
assign a JTAPI trigger to this application.
Note: Before you can configure an IPCC routing application, you must first upload any VRU
scripts that the application will need.
To configure IP IVR for post routing:
Step 1
In CRS Administration, select Applications > Configure Applications.
Step 2
Click Add a New Application.
Step 3
From Application Type, select Cisco ICM Post-Routing.
Step 4
In the Name field, enter the name of the script on which the translation-routing is based.
Step 5
Press the Tab key to automatically populate the Description field.
Step 6
In the ID field, accept the ID, or enter a unique ID. This field corresponds to the service identifier
of the call reported to the Cisco ICM and configured in the Cisco ICM translation route.
Step 7
In Maximum Number of Sessions, enter the maximum number of sessions that the application
will be able to handle simultaneously.
Step 8
In the Enabled field, accept the default radio button Yes
Step 9
In the Timeout (in secs) field, enter a value (in seconds). This value is the maximum amount
of time the system will wait to invoke the application before rejecting a contact.
Step 10
From the Default Script drop-down list, choose the script that will be run if a system error
occurs, or if instructed by IPCC to route to the default treatment.
Step 11
Click Add. A message displays confirming the operation has been successfully executed.
Step 12
Click OK.
Step 13
Click Add New Trigger.
The Add a New Trigger page opens.
Step 14
From Trigger Type, select JTAPI, and then click Next.
Step 15
From CTI Route Point Directory Number, choose the CTI route point number that you configured
for post routing in the Cisco CallManager.
Note: Record this value. You will need it when you configure the Network IVR in IPCC Web
Administration.
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How to Verify and Update the JTAPI Client
Step 16
From the Language drop-down list, choose the appropriate language, or accept the default
language. The Application Name field is automatically populated with the Application Name.
Step 17
In Maximum Number of Sessions, enter the maximum number of sessions that can be
simultaneously triggered by this trigger; for translation routing, this number is the same as the
number of ports available for translation routing.
Step 18
In Idle Time-out (in ms), enter a maximum value (in milliseconds). This value is the maximum
amount of time that the system will wait before rejecting a call.
Step 19
In the Enabled field, accept the default radio button Yes.
Step 20
From the Call Control Group drop-down list, choose the appropriate call control group.
Step 21
From the Primary Dialog Group drop-down list, choose the appropriate primary dialog group,
or none.
Step 22
From the Secondary Dialog Group drop-down list, choose the appropriate secondary dialog
group, or none.
Step 23
Click Add.
How to Configure and Start the Application Engine
The Application Engine is a group of Java beans that can be combined in many ways to create
applications such as IP IVR. The Application Engine is the execution vehicle for IP IVR flows,
or scripts.
The subsystems will not start until the configuration of all elements is complete and valid. After
completing all of the IPCC configuration, return to this topic to configure and start and the
Application Engine.
To configure and start the Application Engine:
Step 1
In CRS Administration, select System > Engine. (Note: System >Control Center in IP IVR
4.0(x)
Step 2
Configure the engine parameters as needed. You can also monitor engine activity from this
page. Consult the CRA Administration online Help for more information.
Step 3
Click Start Engine.
How to Verify and Update the JTAPI Client
During installation, the IP IVR installer automatically detects the JTAPI Client used by the
specified CallManager server and installs this JTAPI Client on the server.
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How to Verify and Update the JTAPI Client
If you change versions of Cisco CallManager after installing IP IVR, CallManager may use a
different version of the JTAPI Client than the version used by IP IVR. The JTAPI Client Update
Tool enables you to update the JTAPI Client on the CRS server and Cisco Agent Desktop to
the same JTAPI Client version used by Cisco CallManager
The JTAPI Client Update Tool is installed by default in the C:\Program Files\wfavvid directory
and is accessible from the Windows Start menu under Programs > Cisco CRS Administration.
See Also
Cisco Customer Response Applications Installation Guide
Cisco Customer Response Application Administration Guide
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Chapter 7
Installing and Configuring the Controllers and
Administration & WebView Reporting
This section describes how to install and configure the Central Controller, Agent/IVR Controller,
Administration & WebView Reporting, and Multichannel and Outbound Controllers for IPCC
Enterprise.
This section contains the following topics:
•
•
•
•
•
•
•
•
•
•
•
•
•
3rd Party Software: Prerequisite Installations, page 57
3rd Party Software: Packaged Software, page 58
Installation Guidelines, page 59
Installing and Configuring the Controllers and Administration & WebView Reporting, page
59
Post-Installation Configuration: How to Configure Machines, page 62
About the IPCC Web Administration Tool Deployment Wizard, page 62
Initial Configuration: Machine Type Requirements, page 63
How to Complete Deployment Wizard Pages, page 64
Re-Accessing and Disabling the Deployment Wizard, page 68
About Machine Roles, page 68
Post-Installation Configuration: Create Additional IVR Connections and Grant System
Permissions, page 69
Post-Installation Configuration: Create Agents and Groups, page 70
Post-Installation Configuration: Set Up Contact Routing, page 71
3rd Party Software: Prerequisite Installations
This section lists 3rd party software that must be installed, configured, or enabled prior to
installing Controllers and Administration & WebView Reporting. These are in addition to the
hardware, network, and operating system requirements described in the IPCC Enterprise Platform
Specifications (page 19) section of this document.
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3rd Party Software: Packaged Software
Machine Type
Prerequisite(s)
Notes
All
Windows SNMP and
Though not required, if you plan to use IPCC's optional SNMP
WMI services installed monitoring feature, the Windows SNMP and WMI components
must be enabled prior to installation.
Central Controller,
Administration &
WebView Reporting
SQLServer2000
SQLServer2000 must be installed as follows:
• Appropriate service pack as described in the Cisco Intelligent
Contact Management Software Release 7.0(0) Bill of Materials
• Configuration settings as described in the Staging Guide for
ICM/IPCC Enterprise and Hosted Editions
• Named Pipes ordered before TCP IP (do this using the SQL
Server Client Network utility)
Administration &
WebView Reporting
IIS, Internet Explorer
The Windows IIS component must be installed.
For access to the IPCC Web Administration Tool, IE 6.0 sp1 or
greater must be installed.
3rd Party Software: Packaged Software
The following 3rd party software is packaged and installed automatically with the Controllers
and Administration & WebView Reporting:
Software/Version
Installed On
Functionality
Apache Tomcat 5.0
Administration & WebView Reporting
Servlet engine for the IPCC Web
Administration Tool.
JDK 1.4.2_04
Administration & WebView Reporting;
Agent/IVR Controller
Java Development Kit.
New Atlanta Servlet Exec 5.0
ISAPI
Administration & WebView Reporting
Servlet engine for WebView Reporting.
Sybase EAServer 5.1.0
Administration & WebView Reporting
Translates reports to database queries for
WebView Reporting.
Note: For information on whether subsequent version releases of this packaged software are
supported with System IPCC, consult the Cisco Intelligent Contact Management Software
Release 7.0(0) Bill of Materials.
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Installation Guidelines
Installation Guidelines
After ensuring that all pre-installation prerequisites have been met for each machine on which
you are installing IPCC, you can proceed with the System IPCC Enterprise installation.
Note: Always install the Controllers and Administration & WebView Reporting on a "clean"
machine--that is, one which has a fresh install of the operating system and any prerequisite
software. Under no circumstances should the Controllers or Administration & WebView
Reporting be installed on a domain controller or DNS server.
IPCC components can be installed in any order. A suggested installation order would be:
• Central Controller
• Administration & WebView Reporting
• Agent / IVR Controller
• Optionally, the Outbound Controller
• Optionally, the Multichannel Controller. (Note: The Multichannel Controller is required only
for deployments that include the multichannel options--CEM and/or CCS. If you are deploying
both of these options, you must install, on separate machines, a Multichannel Controller for
each.
Note: It is strongly recommended that you complete IPCC installation all on machines in your
deployment before you begin configuring those machines. At minimum, a Central Controller
and an Administration & WebView Reporting machine must be installed before any configuration
is possible.
Installing and Configuring the Controllers and Administration & WebView Reporting
To install IPCC software for your controllers and Administration & WebView Reporting:
Step 1
Login to the machine on which you want to install the first component using an Active Directory
domain account. This account must have:
a.
Administrative privileges to the local machine.
b.
Permissions to create the IPCC Active Directory root Organizational Unit (OU) and
facilities on your domain.
Step 2
Insert the System IPCC Enterprise DVD in your machine's DVD drive.
Step 3
Navigate to the top level of the System IPCC DVD.
Step 4
Double-click setup.exe to launch the installer.
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Installation Guidelines
Step 5
At the Welcome screen, click Next.
Step 6
At the Set Up Machine Role screen, select the component set you want to install on this machine:
• All-in-One installs the System IPCC Central Controller, Agent/IVR Controller, Administration
features, and WebView Reporting.
• Central Controller + Agent/IVR Controller installs the System IPCC Central Controller and
Agent/IVR Controller.
• Central Controller installs the System IPCC Central Controller only.
• Agent/IVR Controller installs the System IPCC Agent/IVR Controller only.
• Administration & WebView Reporting installs System IPCC Administration features and
WebView Reporting.
• Outbound Controller installs the System IPCC Outbound Controller which provides outbound
dialing capability for the Outbound Option add-on.
• Multichannel Controller installs the System IPCC Multichannel Controller which provides
a communication link between the Central Controller and the E-Mail Manager and/or Web
Collaboration Option add-ons.
Step 7
At the Setup Type screen, specify whether this machine will be: simplexed or side A of a
duplexed deployment, OR side B of a duplexed deployment. Do not install a side B machine if
you have not already installed its side A counterpart.
Step 8
Optionally, at the Security Hardening screen, specify whether or not you want to apply security
hardening features to this machine.
Note: Security hardening applies Cisco recommended Windows hardening settings to your
server, including settings for encryption, IPSec, NAT, and firewall configuration. See the Security
Best Practices Guide for ICM and IPCC Enterprise and Hosted Editionsfor more information
on IPCC security hardening.
Step 9
At the Start Copying Files screen, review the list of components to be installed and click Next
to proceed or Back to modify your selections.
Step 10
The install begins. Certain stages of the install, particularly installation of WebView and the
IPCC databases, may take some time to complete. This is normal behavior.
Step 11
After files complete copying, the IPCC Machine Initializer opens, in which you specify the
Active Directory domain information for your deployment:
If this is the first machine on which you are installing IPCC, you will be prompted to create 1)
the Cisco root for your domain, and 2) the facility under which this deployment will run.
If this is a subsequent machine installation, you will only need to select the appropriate AD
facility from the list. All machines in your deployment must use the same facility.
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Installation Guidelines
Note: To create AD roots and facilities, you must have the appropriate privileges for your Active
Directory domain. This means either that you are an AD administrator, or that the domain
administrator has delegated you full control to this AD OU. See the Staging Guide for ICM/IPCC
Enterprise and Hosted Editions for detailed information on deploying System IPCC Enterprise
in Active Directory domains.
a.
To create the Cisco root, in the IPCC Machine Initializer, under IPCC Root click Create.
b.
Click on the + and the dialog shows all the Organizational Units in the domain. Select the
OU you want the Cisco_Root to reside.
c.
Click OK. The Cisco root--automatically named Cisco_ICM--is created.
d.
To create the IPCC facility, under Create or Select Existing Facility click Create.
e.
Enter a name for the facility.
f.
Click OK.
Step 12
Click OK. The IPCC Machine Initializer creates the Active Domain entries, sets up the database
rights and sets up registry and local accounts.
Step 13
If you installed an Agent/IVR Controller on this machine, install the JTAPI client on that machine
as follows:
a.
Open a browser window on the Agent/IVR Controller machine.
b.
Enter the URL for the CallManager Administration utility: http://<CallManager machine
name>/ccmadmin.
c.
Choose Application > Install Plugins.
d.
Click the icon next to Cisco JTAPI. A File Download box opens.
e.
Choose Run this program from its current location. Click OK.
f.
On the Security Warning box, click Yes to install.
g.
Choose Next or Continue through the remaining Setup screens. Accept the default
installation path.
h.
Click Finish.
Step 14
Reboot the computer, logging in using the same account you used to install System IPCC
Enterprise.
Step 15
Repeat the steps in this section to install System IPCC on the other machines in your deployment.
When all installations are complete, proceed to the Post-Installation Configuration steps below.
Note: It is strongly recommended that you complete IPCC installation all on machines in your
deployment before proceeding to configuring those machines. At minimum, a Central Controller
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About the IPCC Web Administration Tool Deployment Wizard
and an Administration & WebView Reporting machine must be installed before any configuration
is possible.
Post-Installation Configuration: How to Configure Machines
After the Controllers and Administration & WebView Reporting have been installed on each
machine in your deployment, use the Deployment Wizard in the IPCC Enterprise Web
Administration Tool to set basic configuration information for each of these machines. This
basic configuration sets system connection information, writes critical registry settings, and
enables required services.
The Web Administration Tool is installed on the Administration & WebView Reporting machine.
If your deployment includes two Administration & WebView Reporting machines, you can
access the Web Administration Tool from either of these machines. However, it is still the case
that only one of these machines is the "deployment master"--the machine from which other
machines can be initially configured. In a deployment that includes two Administration &
WebView Reporting machines, the wizard will prompt you to specify which of your
Administration & WebView Reporting machines is the deployment master.
To access the IPCC Web Administration Tool:
Step 1
On any machine, open a Web browser (IE 6 or greater) and access the IPCC Enterprise Web
Administration Tool at: https://<Administration & WebView Reporting machine DNS or IP
Address>/ipccAdmin.
The first time you access the IPCC Web Administration Tool you will be prompted to accept
a self-signed security certificate. Install the certificate as follows:
1. In the IE Security Alert dialog, click View Certificate.
2. Click Install Certificate, then follow prompts to complete the installation.
Note: See the Troubleshooting section of this document if you are prompted to accept a certificate
subsequent to an initial login.
Step 2
On the Login page, enter the user name and password of the account you used to install System
IPCC Enterprise. Password is case-sensitive.
About the IPCC Web Administration Tool Deployment Wizard
Immediately after installation, each machine in your deployment must be configured before it
can be used in IPCC. The first time you access the IPCC Web Administration Tool after installing
IPCC software it automatically displays the Deployment Wizard. The Deployment Wizard steps
you through the process of configuring each controller and Administration & WebView Reporting
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Initial Configuration: Machine Type Requirements
machine in your system (CallManager and IP IVR you configure separately, using the
administration tools for those applications) .
Note: Access to the Deployment wizard is limited to users with System Administrator privileges
in the IPCC Web Administration Tool. The Active Directory user who installs the controller
machines and Administration & WebView Reporting is automatically assigned System
Administration privileges. Non-system administrators are presented a welcome page when they
access IPCC Web Administration.
Initial Configuration: Machine Type Requirements
The first machine to be configured is always the Administration & WebView Reporting machine
on which you are running the Web Administration Tool. After that, the wizard will prompt you
to configure, in order:
• Side A Central Controller
• Side B Central Controller (if deployed)
• Side A Agent/IVR Controller
• Side B Agent/IVR Controller (if deployed)
• Second Administration & WebView Reporting (if deployed)
• Outbound Controller (if deployed)
• Multichannel Controller for E-Mail Manager (if deployed)
• Multichannel Controller for Collaboration Server (if deployed)
Different machine types require different configuration. For each machine type, the Deployment
Wizard displays in sequence the configuration pages that must be completed for each, as shown
below:
Machine Type
Configuration Requirements
Central Controller
IPCC Network settings, Database settings
Agent/IVR Controller
IPCC Network settings, CallManager Connectivity settings, IVR
Connectivity settings
Outbound Controller
IPCC Network Settings, CallManager Connectivity settings
Multichannel Controller
IPCC Network settings
Administration & Reporting
IPCC Network settings, Database settings
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How to Complete Deployment Wizard Pages
How to Complete Deployment Wizard Pages
Wizard Page: Describe your IPCC Deployment
The first page in the Wizard prompts you to specify your deployment model. Complete its fields
as follows:
Step 1
<machine> is the Deployment Master: Check this if this Administration & WebView Reporting
machine in your deployment will serve as the "deployment master"--the machine from which
other machines will be configured. Only one Administration & WebView Reporting machine
can be the deployment master. If you deselect the check box, the Wizard will terminate after
the current machine is configured--thereafter, you must configure additional machines from the
specified deployment master.
Step 2
Disable the Deployment Wizard: Optionally, select this check box to permanently disable the
Wizard after the current machine is created. Any machines that need to be added/configured
subsequently must be done by running the Machine Wizard (from the Machines page). For this
reason, it is recommended that only advanced users select this option.
Step 3
Deployment: Select the deployment model you are using.
Step 4
IPCC Options: Select any additional controllers you are deploying for optional components
(Cisco E-Mail Manager, Cisco Collaboration Server, and Outbound Option). Note that while
at installation there is only a single controller type for multichannel (CEM and CCS) options,
you must install on separate machines a separate controller for each of these options you are
deploying, and each must be configured separately.
Step 5
Click Next. A message displays alerting you to the machine you will now configure.
Wizard Page: Describe the IPCC Machine in your Deployment
The second page in the Wizard prompts you to specify the role of the machine you are currently
configuring. Complete its fields as follows:
Step 1
Machine Hostname or IP Address: Enter the DNS or IP address of the machine you are
configuring.
Note:
• For Administration & WebView Reporting machines and All-in-Ones IP addresses cannot
be entered; you can enter a hostname only.
• If a connection to that machine cannot be made, or if the Wizard detects that the appropriate
IPCC software has not been installed, you will be unable to proceed.
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Step 2
Description: Optionally, include an internal description of this machine. This description will
help you identify the machine when selecting for future actions within the IPCC Web
Administration Tool.
Step 3
Role: Select the role this machine serves in your IPCC deployment. A default selection will
already be made and in most cases this is what you should use. However, within certain limits,
you have the ability to change the role of a machine. See the About Machine Roles section in
this document for more information.
Step 4
Click Next.
Wizard Page: IPCC Network Settings
The third page in the Wizard prompts you to specify IPCC Network settings required for the
machine you are currently configuring. Complete its fields as follows:
Step 1
If the machine you are configuring contains a Central Controller or Agent/IVR Controller,
specify whether this machine type will be simplexed or duplexed in your deployment. Select
Duplex if two physical machines (side A and side B) will each run the IPCC software.
Note: When setting up a standalone Central Controller in a duplexed environment, the first
Central Controller must be set to Simplexed at initial configuration. After the second Central
Controller is configured, you can then return to the first and set it to Duplex.
Step 2
Provide network addresses, as fields indicate. Depending on the machine type you are
configuring, you may need to provide: A) both public and private addresses for B) both side A
and side B for both the Central Controller and Agent/IVR Controller.
When completing these fields:
• Public Hostname = The visible network address of the Side A machine. You can enter either
the machine's DNS or IP address.
• Private Hostname = The private network address of the Side A machine. You can enter either
the machine's DNS or IP address.
• If you are deploying a simplexed system, the value in side B fields can either be left blank
or must be identical to the values for side A. For a duplexed environment, specify different
addresses for the side A and B machines.
Step 3
If the machine you are configuring contains an Agent/IVR Controller, select Collect Agent and
Skill Group Statistics if you want to allow real-time agent and skill group data to be displayed
in agent desktops. You can also modify the default collection interval for skill group data.
Enabling agent reporting automatically disables Quality of Service for the CTI Server.
Step 4
Reboot Machine on Error causes IPCC to automatically initiate a reboot in the event of a critical
error. This option is selected by default. In a duplexed environment, rebooting on error will
keep the system up if only one of the sides fail. Do not deselect Reboot Machine on Error unless
specifically told to do so by Customer Support.
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Step 5
Do not deselect Reboot Machine on Request unless specifically told to do so by Customer
Support. Turning off this option prevents the machine from rebooting, even if it detects a serious
system-wide problem.
Step 6
Optionally, for deployments that use the Mobile Agent option, the codec to be used for both
incoming customer and outgoing Mobile Agent calls. For more information on codec selection
see the Mobile Agent Guide for Cisco Unified CC Enterprise & Hosted.
Step 7
Optionally, select the type of type of supervisor Silent Monitoring you will use in your
deployment. If you select Disabled, CTI OS-based silent monitor will be configured, but disabled.
For more information on silent monitor setup see the CTI OS System Manager's Guide.
Step 8
Optionally, use the QoS link(s) to enable the Cisco Quality of Service (QoS) feature.
Set DSCP (DiffServ Codepoint) and 802.1p priority tagging as appropriate and allowed. The
defaults are acceptable if your network is Cisco AVVID compliant. Otherwise, consult your
network administrator or Cisco representative for the proper values for these fields.
See the ICM Pre-installation Planning Guide for Cisco ICM Enterprise Edition and the IPCC
Enterprise Solution Reference Network Design (SRND) Guide for information on implementing
Cisco QoS, including calculating bandwidth requirements and important information on using
it with Microsoft Packet Scheduler.
Step 9
If you are configuring a standalone Administration & WebView Reporting machine, specify
the Preferred Central Controller as follows:
In a duplexed deployment that includes two standalone Administration & WebView Reporting
machines, set each to use a different preferred Central Controller. Doing this provides protection
against potential data replication issues resulting from failover.
In a simplexed deployment, or if your deployment includes only one Administration & WebView
Reporting machine, set the preferred Central Controller to the Side A machine.
Step 10
Click Next.
Step 11
If the machine you are currently configuring is a Multichannel Controller, Click Finish. The
machine will now be configured and the appropriate IPCC services started on it. When that
process is complete, the Wizard will prompt you to configure the next machine in your
deployment.
If the current machine is not a Multichannel Controller, proceed to Wizard Page: Call Manager
Connectivity Settings.
Wizard Page: Call Manager Connectivity Settings
If the machine you are currently configuring includes an Agent/IVR Controller or an Outbound
Controller, the next page to display prompts you for information on your Call Manager. (If you
are not configuring an Agent/IVR or Outbound Controller, proceed to Wizard Page: Database
Settings.)
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On the Call Manager Connectivity Settings page, complete the following:
Step 1
Call Manager Machine Hostname or IP Address: Enter the DNS or IP address of the Call
Manager machine in your deployment; or, for Outbound Option, the CallManager TFTP Server.
Step 2
If the machine you are working with is an Agent/IVR Controller, enter or modify the following
additional fields:
Call Manager Agent Extension Length: Enter the Call Manager extension length you entered
when you configured Call Manager. Defaults to 7.
Call Manager JTAPI User ID and Password: Enter the user ID and password of the JTAPI user
you created when configuring Call Manager.
Step 3
Click Next.
Step 4
If the machine you are currently configuring is an Outbound Controller, Click Finish. The
machine will now be configured and the appropriate IPCC services started on it. When that
process is complete, the Wizard will prompt you to configure the next machine in your
deployment.
If the current machine is not an Outbound Controller, proceed to Wizard Page: IVR Connectivity
Settings.
Wizard Page: IVR Connectivity Settings
If the machine you are currently configuring includes an Agent/IVR Controller, the next page
to display prompts you for information on your IP IVR.
On the IVR Connectivity Settings page, complete the following:
Step 1
Click Enable to enable the IP IVR within the IPCC deployment.
Step 2
IVR Machine Hostname or IP Address: Enter the DNS or IP address of the IP IVR machine in
your deployment.
Note: If you are deploying multiple IP IVRs, additional IP IVRs can be added later via the IVR
Connectivity page.
Step 3
IVR Connection Port Number: Enter the VRU Connection Port number specified in the CRS
Administration Tool when your IP IVR was configured. This defaults to 5000, the same default
port that IP IVR uses.
Step 4
Click Next.
Step 5
Click Finish. The machine will now be configured and the appropriate IPCC services started
on it. When that process is complete, the Wizard will prompt you to configure the next machine
in your deployment.
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Re-Accessing and Disabling the Deployment Wizard
Wizard Page: Database Settings
If the machine you are currently configuring includes a Central Controller or Administration &
WebView Reporting, the next page to display prompts you for IPCC database maintenance
information.
IPCC can initiate a purge process on the Central Controller and Administration & WebView
Reporting machine according to a set schedule. The purge process deletes records that are older
than a specified number of days. By default, the purge process runs each night at 12:30 A.M.
On the Database Settings page, accept the default value or complete the following:
Step 1
In Database Purge Schedule, indicate the time and days on which you want the purge job to
execute.
Step 2
Click Next.
Step 3
Click Finish. The machine you are working with will now be configured and the appropriate
IPCC services started on it. When that process is complete, the Wizard will prompt you to
configure the next machine in your deployment.
Re-Accessing and Disabling the Deployment Wizard
The Deployment Wizard displays automatically the first time you access the IPCC Web
Administration Tool after installing IPCC. It will continue to display in the Web Administration
Tool until every machine in your deployment has been configured. After that, it will never
display . Until then, you can also access it by clicking the Run Deployment Wizard button on
the Machines page.
Experienced users, familiar with the configuration requirements for each IPCC machine type,
may prefer to configure machines independent of the Deployment Wizard. To allow this, the
first screen of the Deployment Wizard includes a Disable Deployment Wizard check box.
Checking this box will permanently disable the Deployment Wizard. There is also a Disable
Deployment Wizard button on the Machines page. Choose carefully when selecting this
option--once selected, the Deployment Wizard will be permanently unavailable. The button on
the Machines page that can be used to access it after initial configuration will no longer appear.
About Machine Roles
A System IPCC role must be assigned to each controller machine and Administration & WebView
Reporting machine in your system. Typically this is done when the Deployment Wizard is run
immediately after installation. However, if you prefer not to use the Deployment Wizard for
initial configuration, or if you need to modify the role or settings of a machine, or if you need
to add a new machine to your deployment, you can do so through the Machines Wizard in the
IPCC Web Administration Tool.
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Post-Installation Configuration: Create Additional IVR Connections and Grant System Permissions
For machines that already have an assigned role, you can modify roles within the limits of the
rules listed below. Typically, changing a machine role would only be done in the course of
growing your deployment model. If the machine was installed as:
• A standalone Administration & WebView Reporting machine, the role cannot change.
• An Agent/IVR Controller or an Outbound or Multichannel Controller, the role can only be
changed to one of those three.
• A Central Controller or a Central Controller + Agent/IVR Controller, the role can only be
changed to one of those two.
• An All-In-One, it can change to a Agent/IVR Controller+Central Controller or a standalone
Central Controller, but with a warning that it cannot subsequently be changed back. You
cannot make this change if you are running the IPCC Web Administration Tool on the
All-In-One you are attempting to change. You would first need to install a standalone
Administration & WebView Reporting machine, and then make the change from the Web
Administration Tool running on that machine.
Post-Installation Configuration: Create Additional IVR Connections and Grant System
Permissions
Perform the tasks listed below to create, as necessary, connections to additional IP IVRs in your
system and to grant user permissions to the IPCC Web Administration Tool and WebView
Reporting.
Task
Description
IPCC Web
Administration Tool
Location
Create IVR Connections; Once IPCC software has been installed, connection information to IVR Connectivity page;
Configure the Network any additional IP IVR(s) in your deployment must be specified in Network IVR page
IVR
the IPCC Web Administration Tool. Also, the Network IVR (which
serves as a virtual IVR connection to multiple physical IVRs) must
be configured.
Assign IPCC system
privileges. Assign
WebView Reporting
access.
There are three levels of IPCC privilege: System Administrator;
Administrative
Administrator; and WebView User. All require that the prospective Permissions page
user first have an Active Directory account on IPCC's AD domain.
System Administrators and (Contact Center) Administrators both
have access to the IPCC Web Administration Tool, with System
Administrators having access to a wider range of pages. WebView
users have access to WebView Reporting. Note: Agent supervisors
can also be given access to WebView (via the Agents page) their
access will be limited to reports on the agent teams they supervise.
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Post-Installation Configuration: Create Agents and Groups
Post-Installation Configuration: Create Agents and Groups
Perform the tasks listed below to create agent records and agent groupings for your IPCC system.
Tasks do not need to be performed in the order shown below; however, this order offers
expediency as it reflects dependencies of certain record types on the pre-existence of others.
Task
Description
IPCC Web
Administration
Tool Location
Create Agent Desk Settings. Agent Desk Settings associate a set of permissions or characteristics Agent Desk
with specific agents, such as how and when calls to these agents are Settings page
redirected, how and when they enter various works states, and whether
they can make outbound calls.
You can create a Default Desk Setting that is the set of permissions
automatically assigned to all new agents unless overridden.
Create Agents and Agent
Supervisors. Assign desk
settings to agents. Give
supervisors WebView
access.
In order to use IPCC, all prospective agents first need an account which Agents page
includes a login ID and password. You can designate certain agents as
supervisors, allowing them to be later designated as supervisors of agent
teams. Supervisors--provided they have an Active Directory account
on IPCC's AD domain--can be given access to WebView Reporting.
You can assign different desk settings to different agents based on their
needs, and, as necessary, temporarily suspend their login privileges or
turn on Agent State Trace, which allows you to track their transition
through various states of readiness.
Create Skill Groups and
A skill group is a collection of agents that share a common set of skills. Skill Groups page
assign agents to skill groups. In IPCC, skill groups are one of the primary devices for routing and
reporting.
An agent can be associated with multiple skill groups and each skill
group is associated with a specific media routing domain (MRD) such
as voice, chat, or e-mail. Note that the IPCC Web Administration Tool
allows you to create, view, and assign agents to Voice skill groups only.
If you are deploying other MRD options, skill groups associated with
those MRDs must be administered via the Administration interfaces
for those applications.
Create Agent Teams. Assign Agent teams allow you to associate a set of agents with a specific
agents and supervisors to supervisor. In addition to reporting uses, this association also allows
teams.
IPCC to determine which supervisor to route an agent's Supervisor
Assist requests to.
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Agent Teams page
Chapter 7: Installing and Configuring the Controllers and Administration & WebView Reporting
Post-Installation Configuration: Set Up Contact Routing
Task
Description
IPCC Web
Administration
Tool Location
Optionally, create Enterprise
Skill Groups. Assign skill
groups to enterprise skill
groups.
An enterprise skill group is a logical grouping of skill groups, and can Enterprise Skill
include skill groups from different MRDs. Through enterprise skill
Groups page
groups, you can generate reports that include any grouping of skill
groups you desire. Note: Unlike the Skill Groups page, the Enterprise
Skill Groups page in IPCC Web Administration can display skill groups
from all MRDs.
Post-Installation Configuration: Set Up Contact Routing
Perform the tasks listed below to configure contact (voice and non-voice) routing for your IPCC
system. Tasks do not need to be performed in the order shown below; however, this order offers
expediency as it reflects dependencies of certain record types on the pre-existence of others.
Task
Description
IPCC Web Administration Tool
Location
Create Call Types. A call type is a category of incoming routable task.
Call Types page
Specific call types are associated with Dialed Numbers.
In this association, each call type has a schedule that
determines which routing script(s) are active for that call
type at any time. Because the call type determines which
routing script is run for a call, the call type defines call
treatment in an IPCC Enterprise system.
There are two classes of call type/dialed number
associations: voice and non-voice.
Create Dialed
numbers. Map Call
Types to Dialed
Numbers.
In IPCC, you set up a Dialed Number List, which
Dialed Numbers page
identifies all of the phone numbers in your contact center
that customers can dial to initiate contact. Dialed numbers
are mapped to call types; this mapping is used to identify
the appropriate routing script for each call.
A typical call center requires a number of dialed number
definitions. In addition to answered calls, dialed numbers
also need to be set up for ring on no answer, dialed number
plan entries, and for supervisor/emergency assist calls.
Optionally, create As desired, you can create IPCC Call and User variables Call Variables page; User Variables
Call and User
that can then be used to pass call and user data to routing page; Application Gateway page;
Variables,
scripts.
Database Lookups page
Application
Gateways, and
Database Lookups.
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Task
Description
IPCC Web Administration Tool
Location
Optionally, identify As desired, identify scripts used by your IVR so that IPCC IVR Script page
IVR Scripts.
can interact with them.
Note: IVR scripts should be tagged as "Interruptible."
This allows a script to be interrupted once a routing target
becomes available. If not so tagged, a call queued in the
IVR will not be transferred until the script completes, even
if the agent becomes available beforehand.
Install Internet
Script Editor;
Create IVR scripts,
IPCC routing and
administration
scripts, and
multichannel scripts
After you have completed your IPCC configuration in the Create IVR scripts (for IP IVR) using
IPCC Web Administration Tool, you can write IVR
the CRA Editor application.
scripts, IPCC routing and administrative scripts, and as
Create IPCC routing and administration
necessary, scripts for your multichannel applications:
scripts using the Internet Script Editor
An
IVR
script
is
a
routing
script
that
controls
voice
application (or its local-access version
•
treatment activity on an IVR (in System IPCC, your on the Administration & WebView
IVR product is IP IVR). The content of the voice
Reporting machine), Script Editor.
treatment activity is entirely determined by the IVR. It
You can install Internet Script Editor on
can be as simple as playing a single recorded
announcement or as complex as an entire self-service any client machine that can access the
IPCC Web Administration Tool. To
operation.
install Internet Script Editor on a client
• An IPCC routing script processes call routing requests machine: 1) From the client machine,
from a routing client. Typically it examines several
login to IPCC Web Admin; 2) On the
targets and applies selection rules to find an available Downloads page, download the Script
qualified agent or a target with the shortest expected Editor installer; 3) Run the installer on
delay. You can set up different routing scripts to
the client.
execute for different types of tasks. You can define call
types in terms of the telephone number the caller dialed, Scripts for use with multichannel (Cisco
the number the caller is calling from, and additional Collaboration Server and Cisco E-Mail
digits entered by the caller. For each call type, you can Manager) and/or outbound options
schedule different routing scripts to execute on different typically require additional setup in the
administration interfaces for these
days or at different times of the day. operation. An
products.
• An IPCC administrative script runs periodically to
For detailed information on creating and
perform a task, such as setting variables.
deploying scripts for IPCC, see the ICM
Scripting and Media Routing Guide for
Cisco ICM/IPCC Enterprise & Hosted
Editions (for IPCC routing and
administration scripts), the Cisco
Customer Response Applications Editor
Step Reference Guide (for IVR scripts),
and your multichannel and outbound
option documentation.
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Chapter 8
Installing Agent and Supervisor Desktop Software
for IPCC Enterprise
This section provides information on installing agent and supervisor desktop software for IPCC
Enterprise. To provide agent and supervisor desktop software, you can deploy either Cisco CTI
OS or Cisco Agent Desktop (CAD)/Cisco IPCC Supervisor Desktop with IPCC Enterprise.
Note: This guide does not describe post-installation configuration of CTI OS and CAD desktops.
For that information, see the IPCC Administration Guide for Cisco IPCC Enterprise Edition .
The following Cisco documents provide more detailed information on the
installation/configuration tasks described in this section:
• CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
• Cisco Agent Desktop (CAD) Installation Guide
• IPCC Administration Guide for Cisco IPCC Enterprise Edition
This section contains the following topics:
•
•
•
•
•
About Agent and Supervisor Desktops for IPCC Enterprise, page 73
About the CTI Server and the CTI OS Server , page 74
About Agent and Supervisor Desktop Installation Prerequisites, page 74
How to Install CTI OS, page 75
How to Install and Configure the Cisco Agent Desktop Applications, page 77
About Agent and Supervisor Desktops for IPCC Enterprise
Cisco Computer Telephony Integration (CTI OS) and Cisco Agent/Supervisor Desktop (CAD)
are server-based CTI solutions that provide desktops used by contact center agents and
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About the CTI Server and the CTI OS Server
supervisors. Both desktop packages are supported by IPCC. You deploy one or the other in your
IPCC system:
• CTI OS includes the CTI OS Server, CTI OS Agent Desktop, IPCC Supervisor Desktop,
CTI OS Toolkit, and Client Interface Library (CIL). It provides an object-oriented software
development toolkit for development and deployment of CTI applications.
• Cisco Agent/Supervisor Desktop (CAD) includes the Desktop Administrator, Agent Desktop,
and Supervisor Desktop.
About the CTI Server and the CTI OS Server
Regardless of which agent desktop software you deploy--CAD or CTI OS--both communicate
to IPCC via the CTI server-- a software process that runs on the Agent/IVR Controller. The
CTI Server is the CTI gateway into IPCC's data and services. It allows IPCC to deliver agent,
call, and customer data in real-time to a server and/or workstation application as events occur
throughout the life of a call.
Both also require the CTI OS Server. The CTI Server and CTI OS Server are both installed
automatically and reside on your Agent/IVR Controller. No manual installation or configuration
of these components is necessary.
About Agent and Supervisor Desktop Installation Prerequisites
Before installing and configuring agent and supervisor desktop software for use with IPCC
Enterprise, you must:
Desktop Installation Prerequisite
Notes
Install and configure Cisco CallManager
Install and configure IP IVR
Install and configure the controllers and
Administration & WebView Reporting
Create agents, supervisors, and teams
If you are deploying CTI OS and want to use CTI OS includes a Silent Monitor feature, which enables a supervisor to
the CTI OS Silent Monitoring feature...
listen to an agent's call by forwarding voice traffic from an agent's phone
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How to Install CTI OS
Desktop Installation Prerequisite
Notes
to the supervisor's computer. The supervisor listens to the call through
the sound card on his/her computer, not the phone.
• If the agent is using a hard phone, connect the agent's computer to the
second port on the agent's phone to forward the agent's voice traffic
to the supervisor.
• If the agent is using Media Termination, the supervisor must have a
hard phone connected to his/her computer in order to use Silent Monitor
for that agent.
Note: For more information and instructions on configuring the Silent
Monitor feature, see the CTI OS System Manager's Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions.
How to Install CTI OS
CTI OS incorporates the CTI OS Server, the CTI OS Toolkit, Agent Desktop, Supervisor Desktop
and Client Interface Library. Step-by-step installation instructions for CTI OS are included in
the CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
Note: The CTI OS Server is installed automatically and resides on your Agent/IVR Controller.
No manual installation or configuration of this components is necessary.
How to Install the CTI OS Supervisor Desktop
Warning: CTI OS uses certificates (self-signed or third-party) for authentication between
the CTI OS server and desktop clients. Before you install the supervisor desktop, you must
know which (self-signed or third party) certificate type your company uses. After you
install the supervisor desktop, you will need to copy key and request files from the client
to the CA machine, sign them, and then return signed files to the client. If you are not
already familiar with the CTI OS certificate signing procedures used at your company,
please consult you CTI OS administrator or the CTI OS System Managers Guide before
proceeding with desktop software installation.
To install the CTI OS Supervisor Desktop, complete these steps:
Step 1
Open a browser on the client machine where you want to install the software and log into the
IPCC Web Administration Tool.
Note: Access IPCC Web Administration at: https:<Administration & WebView Reporting
machine IP or DNS name>/ipccAdmin. You will need to login using an account that has
Administrator or System Administrator privileges for IPCC.
Step 2
Go to System Management Pages > Downloads.
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How to Install CTI OS
Step 3
Click the link for the CTIOSClient.zip file and select Save to download the file.
Step 4
After the download is complete, unzip the file and double-click setup.exe to launch the installer.
Step 5
Click Yes on the Software License Agreement screen.
Step 6
On the Destination Location screen, accept the default installation directory or click the Browse
button to specify another directory. Click OK.
Step 7
On the Select Components screen, select IPCC Supervisor Desktop. Click Next.
Step 8
On the CTI OS Server Information screen, enter the name or IP address for your Agent/IVR
Controller. Accept the default Port number 42028. Click Next.
Step 9
Click Next to start the installation.
Step 10
In the Client Security dialog, select the Certificate Authority type used by your company. Enter
a security password 8-30 characters long. Click OK.
Note: Record this password. You will need to provide it when the certificate request file from
this client is signed on the CA machine.
Step 11
The next screen displays further actions that must be taken to sign files based on the Certificate
Authority type. Please review this information if you are unfamiliar with it. Click Next.
Step 12
When the installation of files is complete, Click Finish.
Step 13
Reboot the machine to complete the installation.
How to Install the CTI OS Agent Desktop
Warning: CTI OS uses certificates (self-signed or third-party) for authentication between
the CTI OS server and desktop clients. Before you install the supervisor desktop, you must
know which (self-signed or third party) certificate type your company uses. After you
install the supervisor desktop, you will need to copy key and request files from the client
to the CA machine, sign them, and then return signed files to the client. If you are not
already familiar with the CTI OS certificate signing procedures used at your company,
please consult you CTI OS administrator or the CTI OS System Managers Guide before
proceeding with desktop software installation.
To install the CTI OS Agent Desktop, complete these steps:
Step 1
Open a browser on the client machine where you want to install the software and log into the
IPCC Web Administration Tool.
Note: Access IPCC Web Administration at: https:<Administration & WebView Reporting
machine IP or DNS name>/ipccAdmin. You will need to login using an account that has
Administrator or System Administrator privileges for IPCC.
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How to Install and Configure the Cisco Agent Desktop Applications
Step 2
Go to System Management Pages > Downloads.
Step 3
Click the link for the CTIOSClient.zip file and select Save to download the file.
Step 4
After the download is complete, unzip the file and double-click setup.exe to launch the installer.
Step 5
Click Yes on the Software License Agreement screen.
Step 6
On the Destination Location screen, accept the default installation directory or click the Browse
button to specify another directory. Click OK.
Step 7
On the Select Components screen, select Agent Desktop. Click Next.
Step 8
On the CTI OS Server Information screen, enter the name or IP address for your Agent/IVR
Controller. Accept the default Port number 42028. Click Next.
Step 9
Click Next to start the installation.
Step 10
In the Client Security dialog, select the Certificate Authority type used by your company. Enter
a security password 8-30 characters long. Click OK.
Note: Record this password. You will need to provide it when the certificate request file from
this client is signed on the CA machine.
Step 11
The next screen displays further actions that must be taken to sign files based on the Certificate
Authority type. Please review this information if you are unfamiliar with it. Click Next.
Step 12
When the installation of files is complete, Click Finish.
Step 13
Reboot the machine to complete the installation.
How to Install and Configure the Cisco Agent Desktop Applications
Cisco Agent Desktop (CAD) Pre-Installation Requirements
For Cisco Agent Desktop applications to work properly, your agents must be organized into
teams and some must be designated as supervisors. Create agents, teams, and supervisors in
IPCC (using the IPCC Web Administration Tool) before you install Cisco Agent Desktop
software.
Use the following worksheet to assemble the configuration information required during CAD
installation. Depending on your configuration, you may not need to complete every section of
the worksheet.
Item
Value
Primary Directory Services
Host name / IP address
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Item
Logical contact center name
Secondary Directory Services
Host name / IP address
Base Services
Host name / IP address
Recording & Playback service(s)
Host name / IP address
Host name / IP address
VoIP Monitor Service(s)
Host name / IP address
Host name / IP address
Host name / IP address
Host name / IP address
CallManager (Publisher)
Host name / IP address
CallManager (Subscribers)
Host name / IP address
Host name / IP address
Host name / IP address
Host name / IP address
CallManager Database
CallManager version
Database login ID
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Value
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How to Install and Configure the Cisco Agent Desktop Applications
Item
Value
Database password
IPCC SQL Logger Database
(Located on Central Controller)
Instance name
Login ID
Password
Side A Host name / IP address
Side B Host name / IP address
CTI Service Associated with CallManager
Peripheral ID
Side A Host name / IP address
Port
Side B Host name / IP address
Port
CTI Service Associated with IP IVR
Peripheral ID
Side A Host name / IP address
Port
Side B Host name / IP address
Port
CTI OS (Server 1)
(Located on Agent/IVR Controller)
Peripheral ID
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Item
Value
Side A Host name / IP address
Port
Side B Host name / IP address
Port
CTI OS (Server 2)
(Located on Agent/IVR Controller)
Peripheral ID
Side A Host name / IP address
Port
Side B Host name / IP address
Port
Backup Data
Location path
_________________________________
_________________________________
How to Install and Configure the Cisco Agent Desktop Applications
To install Cisco Agent Desktop, follow the step-by-step installation instructions included in the
Cisco Agent Desktop Installation Guide.
CAD components must be installed in this order:
1. Services
2. Desktop Administrator
3. Supervisor Desktop and Agent Desktops
CAD Services and the Desktop Administrator are installed from the CAD CD. The CAD
Configuration application runs automatically after you install the services and Desktop
Administrator on the CRS server. Following that, you can change your configuration settings
by launching the Desktop Administrator.
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How to Install and Configure the Cisco Agent Desktop Applications
The Supervisor and the Agent Desktops are installed from the Web server on which the CAD
services are installed.
Note: It's important to communicate to CAD agents and supervisors that they must login to
their CAD desktop application using their Login Name, not an Agent ID. System IPCC Enterprise
does not support desktop login using an Agent ID.
See Also
Cisco Desktop Administrator User's Guide
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How to Install and Configure the Cisco Agent Desktop Applications
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Chapter 9
Installing and Configuring Outbound Option for IPCC
Enterprise
This section describes how to configure the optional Outbound Option feature for IPCC
Enterprise.
Note: This guide does not describe how to create dialing campaigns for Outbound Option. For
that information, see the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC
Hosted Editions.
This section contains the following topics:
•
•
•
•
•
•
•
•
•
About Outbound Option, page 83
How to Install Outbound Option for IPCC Enterprise, page 84
Outbound Option Configuration Tasks, page 84
How to Configure Outbound Option Dialers, page 84
How to Configure General System Time Options, page 85
How to Enable Call Variables for Outbound Option, page 85
How to Configure the Transfer to IVR Feature, page 86
How to Configure CallManager for Outbound Option, page 86
About Scripting for Outbound Option, page 88
About Outbound Option
Outbound Option is a feature of IPCC that provides outbound dialing functionality along with
the existing inbound the existing inbound capabilities of IPCC. With Outbound Option, contact
centers can be configured for automated outbound activities. Agents who are not busy handling
inbound requests can perform outbound calls, thereby maintaining a high level of agent
productivity.
For IPCC Enterprise, a Cisco voice gateway is required to place customer calls.
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How to Install Outbound Option for IPCC Enterprise
How to Install Outbound Option for IPCC Enterprise
You install Outbound Option by installing the Outbound Controller as described in Installing
and Configuring the Controllers and Administration & WebView Reporting (page 57).
Note: IPCC automatically installs Outbound components to your deployment's side A Central
Controller. These components are then enabled if and when you add an Outbound Controller
to the deployment.
Outbound Option Configuration Tasks
After you install Outbound Option, complete these tasks to configure it for use with IPCC.
Perform tasks in the order listed. Instructions for each are included later in this section.
CallManager Configuration Task
Notes
1. Configure the dialer.
2. Disable MTP Required option if you are using Call Progress Analysis
(CPA).
3. Configure General System Time Options.
4. Enable Outbound Option Call Variables
5. Create a transfer to IVR campaign if you are using the transfer to IVR
feature.
6. On the CallManager, configure port devices, call waiting, and music on
hold.
7. Create Outbound Option Scripts.
_________________________________
_________________________________
How to Configure Outbound Option Dialers
All dialers used in the Outbound Option system must be configured through the Outbound
Option Dialer Configuration Component option in the IPCC Configuration Manager. IPCC
Configuration Manager is accessible from the IPCC Admin program group on your
Administration & WebView Reporting machine.
To configure the Outbound Option dialer:
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Outbound Option Configuration Tasks
Step 1
In IPCC Configuration Manager, select Outbound Option > Dialer.
Step 2
Click the Retrieve button.
Step 3
Click the Add button to add a new Dialer.
Step 4
Complete the fields on the Dialer General tab.
Step 5
Click the Port Map Selection tab to begin adding ports to the Dialer.
Note: This specifies the number of ports available on the Dialer and the extension numbers,
which the CallManager assigns to those ports. The maximum number of ports per Dialer is 96.
Each configured port represents a Dialer phone device on CallManager. These Dialer phone
devices carry a greater device weight than standard IP telephones.
Step 6
Enter the port number range.
Step 7
Click Save to save all the configuration information.
How to Configure General System Time Options
To comply with regulations concerning what time contacts might be called, specify the General
System Time options. This time range entered here applies to all campaigns which the Outbound
Option system will run, and supersedes any individual campaign time ranges. This guarantees
that a contact is not called before or beyond a particular time. Outbound Option automatically
converts the times specified to the contact's local time.
To configure the system time options:
Step 1
In the IPCC Configuration Manager, double-click the Outbound Option - System Options option
from the drop-down list.
Step 2
Enter values for the customer dialing time range, as desired.
Step 3
Click OK to save the changes.
How to Enable Call Variables for Outbound Option
Enable the Outbound Option call variables using Call Variables page in the IPCC Web
Administration Tool. To enable the Outbound Option call variables:
Step 1
In the IPCC Web Administration Tool select Contact Management > Call Variables.
Step 2
Enable the Enable expanded call context check box.
Step 3
One-by-one, open all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign,
BADialedListID, BAResponse, BAStatus, and BAResponse).
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How to Configure the Transfer to IVR Feature
Step 4
Click the Enabled check box.
Step 5
Click Save.
How to Configure the Transfer to IVR Feature
If you are using the transfer to IVR feature, create a transfer to IVR campaign following the
instructions in the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted
Editions . When using this feature, note that Outbound Option only supports IP IVR Type 2.
Note: The transfer to IVR feature is only supported for Outbound Option on Cisco IP Contact
Center (IPCC Enterprise). You can not use this feature in the Direct Preview or the regular
Preview modes.
Transfer to IVR campaigns might require translation routes if using a Type 2 IVR.
How to Configure CallManager for Outbound Option
After you have configured the Outbound Option feature in IPCC you must return to Cisco
CallManager to configure port devices for the Outbound Option Dialer and configure music on
hold for Outbound Option devices.
How to Configure the Outbound Option Port Devices
After creating a dialer port map in IPCC for Outbound Option, you must create dialer port
devices using Cisco CallManager.
To create Dialer Port Devices in Cisco CallManager:
Step 1
After configuring the Dialer Port Map (in Configuration Manager), click the Export button to
save the port map configuration to a CSV-formatted test file, such as DialerportExport.CSV.
Step 2
Using the CallManager Bulk Administration Tool (choose Application > BAT), create a new
phone template. (Cisco CallManager BAT must first be installed. You can install BAT from
the Cisco CallManager Install Plugins page.) Choose the Cisco 30 VIP phone option, set the
device pool, and choose the Default 30 VIP phone button template.
Step 3
Insert a single line with no speed dials.
Step 4
Copy the exported CSV file to the BAT phone directory on the publisher CallManager (typically
C:\Batfiles\Phones).
Step 5
Using BAT, choose Configure Phones and select the exported CSV file and newly created phone
template to import the file and create the new devices.
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How to Configure CallManager for Outbound Option
Step 6
Step 7
Associate the newly created devices with the JTAPI user that you created for the Agent/IVR
Controller:
a.
From the CallManager Administration page, choose User > Global Directory and click
Search.
b.
Click the Agent/IVR Controller JTAPI user that you created. Click Device Association.
c.
In the Device List Filter, select Directory Number and enter the first few digits of the
newly created dialer ports.
d.
Click Select Devices. Make sure the check box next to each dialer port is checked.
Click Update.
Note: Make sure the CallManager Call Waiting option is enabled on each outbound agent phone.
If the Call Waiting option is not enabled, every customer call transferred to an agent will fail.
(CallManager Release 4.0(0) and later users do not need to enable this option since it is enabled
by default.)
How to Enable the CallManager Call Waiting Option on Outbound Agent Phones
The Call Waiting option must be enabled in CallManager on each outbound agent phone to
ensure that every customer call successfully transfers to an available agent.
Note: CallManager Release 4.0(0) and later users do not need to enable this option since it is
enabled by default.
To enable the Call Waiting option:
Step 1
From the CallManager Phone Configuration window, select Line 1.
Step 2
In the Directory Number Settings submenu, select the On option in the Call Waiting pull-down
selection box.
Step 3
Click Update to save the changes.
How to Configure Music on Hold
Once Outbound has an established customer call, the call is placed on hold for a short time
(usually a sub-second) before being transferred to an agent. During this time, the customer might
hear a set of tones indicating that the call has been placed on hold.
Step 1
Configure Cisco CallManager to play music while on hold for the device pool containing the
Outbound Option Dialer port devices.
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About Scripting for Outbound Option
Step 2
Use a short (about 5 seconds) blank sound file to ensure that the customer does not hear anything
during the short time period before the call is transferred.
About Scripting for Outbound Option
For Outbound Option, you must create:
• A routing script that uses the dialed number for the MR routing client and routes through a
Select node to previously configured skill groups.
• An administrative script for each skill group to control the Outbound Control variable and
the skill group reservation percentage.
Instructions for writing scripts for Outbound Option are provided in the Outbound Option Setup
and Configuration Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions and the
Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions .
When writing scripts for Outbound Option, you must consider two variables:
• The Outbound Control Variable
• The Outbound Percent Variable
About the Outbound Control Variable
The Outbound Option Dialer looks for an Outbound Control variable to understand the mode
for each skill group. You must supply one of the following outbound control values when you
create an administrative script using the Internet Script Editor application:
• INBOUND. Indicates that this skill group is disabled for outbound use and only takes inbound
calls.
• PREDICTIVE_ONLY. Dials several customers per agent. After reaching a live contact, the
Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent's
desk. The predictive algorithm is designed to calculate the number of lines to dial per available
agent to keep agent wait time to a minimum.
• PREDICTIVE_BLENDED. Agents receive inbound calls, but could be used for an outbound
call when available.
• PREVIEW_ONLY. Reserves an agent prior to initiating an outbound call and presents the
agent with a screen pop. The agent might then:
– Accept the call: Dials the customer and transfers the call to the agent
– Skip the call: Agent receives another customer call.
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About Scripting for Outbound Option
– Reject the call: Releases the agent. At this point, the system might deliver the agent another
preview outbound call or a new inbound call.
• PREVIEW_BLENDED. Agents receive inbound calls, but could be used for an outbound
preview call when available.
• PROGRESSIVE_ONLY. Similar to PREDICTIVE_ONLY; however, lines to dial per agent
are not calculated—users configure a fixed number of lines that will always be dialed per
available agent.
• PROGRESSIVE_BLENDED. Similar to PREDICTIVE_BLENDED; but a fixed number of
lines are always dialed per available agent.
About the Outbound Percent Variable
Set the Outbound Percent variable in the same administrative script; for example, select the
Outbound Percent variable in the Set Properties window and enter the agent percentage in the
Value field. This variable controls the percentage of agents logged into a particular skill group
that can be used for outbound dialing. For example, if there are 100 agents logged into skill
group N, and the Outbound Percent variable is set to 50%, 50 agents would be allocated for
outbound dialing.
Note: This variable does not allocate specific agents for outbound dialing, just a total percentage.
Use the Internet Script Editor application to create an administrative script for each Outbound
Option skill group to control the Outbound Control variable and the skill group reservation
percentage. The Outbound Option Dialer looks at the value of this variable to determine which
mode each skill group uses.
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About Scripting for Outbound Option
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Chapter 10
Installing and Configuring Cisco Multichannel
Components for IPCC Enterprise
This section describes how to install and configure Cisco Multichannel software for IPCC
Enterprise.
This section contains the following topics:
•
•
•
•
•
About IPCC Enterprise Multichannel Components, page 91
About Multichannel Installation Prerequisites, page 92
How to Install Multichannel Components for IPCC Enterprise, page 92
About IPCC Configuration for Multichannel Components, page 93
How to Configure Multichannel Components for IPCC Enterprise, page 97
About IPCC Enterprise Multichannel Components
IPCC Multichannel components include the Cisco Collaboration Server and Cisco E-Mail
Manager. These optional IPCC components provide Web and E-mail interactivity to IPCC.
About Cisco Collaboration Server
Cisco Collaboration Server (CCS) provides Web collaboration between a caller and contact
center agent. Agents can share information with customers over the Web, such as Web pages,
forms, and applications, while at the same time conducting a voice conversation or a text chat.
Collaboration Server routes requests to the Central Controller via a Multichannel Controller,
and the Central Controller then selects the agent to handle the request.
When deployed with IPCC Enterprise, CCS must be deployed with Cisco Media Blender. Cisco
Media Blender (CMB) functions as an event bus, sharing software events between Collaboration
Server and IPCC. It provides a firewall gateway to allow communication between the
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About Multichannel Installation Prerequisites
Collaboration Server, which resides outside the firewall, and the Multichannel Controller inside
the firewall. CMB must be installed on the Multichannel Controller for Collaboration Server.
About Cisco E-Mail Manager
Cisco E-Mail Manager (CEM) manages high volumes of customer inquiries submitted to
company e-mail boxes or a Web site. E-Mail Manager selects agents and teams to receive
incoming messages, categorizes and prioritizes messages, suggests response templates, and, if
desired, sends automatic responses. E-Mail Manager sends route requests to the Central Controller
via a Multichannel Controller, and the Central Controller routes the request to an available
agent. The CEM T Server software must be installed on the Multichannel Controller for E-Mail
Manager.
About Multichannel Installation Prerequisites
Before installing and configuring multichannel applications for use with IPCC Enterprise, you
must:
Installation Prerequisite
Installation Notes
Install and configure the IPCC Central Controller, Agent/IVR Controller, and Administration
& WebView Reporting components.
Install and configure one Multichannel Controller for each multichannel option being
deployed.
How to Install Multichannel Components for IPCC Enterprise
Step-by-step installation instructions for Multichannel components are included in the guides
listed below. There are no IPCC-specific installation instructions for Multichannel components.
• Cisco Collaboration Server Installation Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions
• Cisco Media Blender Installation Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
• Cisco E-Mail Manager Installation and Configuration Guide for Cisco ICM/IPCC Enterprise
& Hosted Editions
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About IPCC Configuration for Multichannel Components
About IPCC Configuration for Multichannel Components
Before configuring IPCC for Multichannel options, you must understand these concepts described
in this section:
• About Multichannel Controllers
• Media Routing Domains and Media Classes
• Multichannel Agents
• Application Instances (Multichannel Authentication)
• About Administration Connections
• Multichannel Skill Groups
• Universal Queue and Multichannel Routing Scripts
About Multichannel Controllers
To route any Multichannel request, you must establish a Multichannel Controller. The
Multichannel Controller accepts and translates information in requests initiated from the Web
or through E-Mail into information that IPCC routing scripts can understand.
When IPCC receives a new task request from the application, it runs a pre-defined IPCC script
to determine how to handle the task. As a result of the execution of the script, IPCC 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 IPCC. IPCC 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 IPCC-determined best available agent that has the matching
skill within the enterprise.
Note: You can use IPCC Web Collaboration software to route Web Callback and Delayed
Callback requests.
About Media Routing Domains
IPCC uses Media Routing Domains (MRDs) to organize how requests for different media are
routed. An MRD is a collection of skill groups that are associated with a common communication
medium. IPCC uses an MRD to route a task to an agent who is associated with a skill group
and a particular medium.
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About IPCC Configuration for Multichannel Components
System IPCC supports five classes of Media Routing Domains:
• Multi-session chat
• Single-session chat
• Blended Collaboration
• Voice (used for traditional voice calls, as well as Web Callback and delayed callback, and
Blended Collaboration using legacy ACDs)
• E-Mail
About Multichannel Agents
In an IPCC configuration, you can create two different types of agents:
• Voice agents--Agents who can receive telephone calls are referred to as Voice agents. Note
that a Voice agent can also be configured to receive non-voice requests, such as Single-session
Chat, Multi-Session Chat, and E-Mail.
• Non-voice agents--Agents who can receive only non-voice requests. That is, non-voice agents
cannot use the phone
You can create agents using either the IPCC Web Configuration Tool or the administration
interface for the multichannel software you're deploying. However, in order to use multichannel
applications, agents must A) be enabled those for multichannel applications, and B) be assigned
multichannel skill groups. This can only be done in the administration interface for the
multichannel software you're deploying
Configuring an agent for multichannel means assigning that agent to at least two skill groups
(one for each media). For example, the agent might handle both e-mail and phones, Single-session
chat and phones, or Blended Collaboration and e-mail.
In most cases, the Agent/IVR Controller tracks and records the state and activity of all voice
and non-voice agents.
See Also
Cisco Collaboration Server Administration Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions
Cisco Web Collaboration Administration online help
Cisco E-Mail Manager Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco E-Mail Manager Administration online help
About Multichannel Skill Groups
In a Multichannel configuration, skill groups are medium-specific. When an agent logs in via
phone, or Web Collaboration, or E-Mail Manager, the agent automatically logs into skill groups
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About IPCC Configuration for Multichannel Components
associated with that agent within the correct MRD. Then, as a task request for a specific MRD
begins script execution, the Agent/IVR Controller considers only the skill groups associated
with that specific MRD. This allows one script to be written to handle many MRDs.
You can use the IPCC Web Administration Tool to create and view skill groups for the Voice
MRD only. You must create and manage skill groups for Multi-session chat, Single-session
chat, Blended Collaboration, and E-Mail using the Multichannel software options.
The following table outlines the proper procedures for creating skill groups:
Create skill groups for this Media Class...
...using the interface for this software:
Voice
IPCC Web Administration Tool
Multi-session chat, Single-session chat, Blended
Collaboration
IPCC Web Collaboration option (CCS)
E-Mail
IPCC E-Mail Manager option (CEM)
About Application Instances (Multichannel Authentication)
An application instance represents a single software application that has been integrated with
IPCC. System IPCC supports a single application instance each for Collaboration server and
E-Mail Manager. These instances must be configured in IPCC.
You configure multichannel authentication through the Multichannel Authentication page in
the IPCC Web Administration Tool. For each Multichannel option that you want to use, you
must establish an application key (password) that identifies the multi-media feature you want
to implement. Once you have configured multichannel authentication in IPCC, you must also
create matching application instances in Collaboration Server and E-Mail Manager.
Use the form below to make note of the application instance and key you assign to each feature.
You can use the information here later when you establish the Application Instance on ICM,
Collaboration, and E-Mail software.
Configuration element
Value
Application instance ID for Collaboration
CCS (hard-coded)
Application key for Collaboration
cisco (default)
Application instance for E-Mail
CEM (hard-coded)
Application key for E-Mail
cisco (default)
About Administration Connections
You must configure a communications path between IPCC and the multichannel software.
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About IPCC Configuration for Multichannel Components
Connections between the multichannel software and IPCC Administration & WebView Reporting
use Java Remote Method Invocation (RMI). With such a connection, an RMI registry exists on
both sides of the firewall. Each registry identifies its machine to the machine on the other side
of the firewall.
When configuring IPCC and Multichannel options, note that each connection registers at its
registry port using its link name. You must therefore define a link name and a registry port for
IPCC Administration & WebView Reporting, the Collaboration server, and the E-Mail Manager
server.
Before you begin, gather the information in the table below.
Configuration element
Value
Host name or IP address of the IPCC Administration & WebView Reporting
Machine
IPCC Administration & WebView Reporting service name
IPCC Administration & WebView Reporting RMI registry port
Host name or IP address of the Collaboration server
Application service name for the Collaboration server
RMI registry port for the Collaboration server
Host name or IP address of the E-Mail Manager server
Application service name for the E-Mail Manager server
RMI registry port for the E-Mail software
_________________________________
_________________________________
About Universal Queue and Multichannel Routing Scripts
Universal Queue is a feature of the IPCC architecture that places multiple media types under
the routing control of IPCC. IPCC routing scripts allow you to target a task to a specific agent.
The Queue to Agent Script node enables an agent to receive and work more than one task at a
time. As a result, Universal Queue coordinates an agent's ability to work on multiple tasks of
various media. It supports a simple control model where an agent's ability to handle an additional
task depends on what task that agent is currently handling. For this level of control, IPCC must
have exclusive access to task assignment.
The Queue to Agent node allows the targeting of a task (the work performed by an agent) to a
script-specified agent. For Universal Queue to work, the agent must be assigned to skill groups
where IPCC picks the agent. (IPCC automatically picks the agent for Voice skill groups.)
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How to Configure Multichannel Components for IPCC Enterprise
The Central Controller has the ability to move tasks out of the present script execution and
resubmit them into the system as a new invocation.
How to Configure Multichannel Components for IPCC Enterprise
After installation, Multichannel components must be configured for integration with IPCC.
The following table lists the configuration tasks required for Multichannel components in an
IPCC Enterprise deployment. Perform tasks in the order listed. Instructions for each are included
later in this section.
Configuration Task
Notes
Optionally, modify Media Routing Domain configuration
Configure application key for multichannel authentication
Establish administration connections
Set call variables
Write IPCC routing scripts for multichannel options
Configure Cisco Web Collaboration Server for IPCC integration
Configure Cisco Media Blender for IPCC integration
Configure Cisco E-Mail Manager for IPCC integration
_____________________________
_____________________________
How to Modify Media Routing Domain Configuration
A Media Routing Domain for the each supported media class is created and configured
automatically by IPCC during installation. These can be used as is; or, if desired, you can modify
the default settings for any of the MRDs you are deploying.
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How to Configure Multichannel Components for IPCC Enterprise
The Media Routing Domains supported by System IPCC are:
• Multi-session chat
• Single-session chat
• Blended Collaboration
• E-Mail
• Voice
To modify the default settings for MRDs you are deploying:
Step 1
In the IPCC Web Administration Tool, select Multichannel Management > Media Routing
Domains.
Step 2
Click the MRD you want to modify.
Step 3
Modify default values as desired. Consult the online Help for the Media Routing Domains page
for instructions on completing individual fields.
How to Configure Application Instances
An application instance for the each multichannel option is created and configured automatically
by IPCC during installation. While these can be used as is, in most cases you may prefer to
modify the default password created at installation.
To configure application instances:
Step 1
In the IPCC Web Administration Tool, select Multichannel Management > Multichannel
Authentication.
Step 2
On the Multichannel Authentication list page, click the multi-channel application (CCS or CEM)
you want to edit.
Step 3
Under Application Key, select Change.
Note: Record the application key. You need to enter this value in your multichannel applications.
Step 4
Enter and re-enter the Application Key. This is the password that the integrated application will
use to be identified by IPCC.
Step 5
Click Save.
Step 6
Repeat this procedure to add the application instance for the other application type.
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How to Configure Multichannel Components for IPCC Enterprise
How to Establish Administration Connections
You must configure a communications path between IPCC and the Multichannel software.
You must ensure that values entered on the IPCC Administration & WebView Reporting machine
match those entered on the Collaboration Server and E-Mail software.
Perform the following steps for each multi-media server you are setting up. For instance, if you
are setting up two servers--for Collaboration and one for E-Mail--you must set up two separate
administration connections.
To establish administration connections:
Step 1
From the IPCC Administration program group on the IPCC Administration & WebView
Reporting machine, select CMS Control.
Step 2
Select the Application tab.
Step 3
Click Add. The Application Connection Details dialog box displays.
Step 4
Enter the application connection properties as follows:
ICM Distributor AW link. Enter the link name on the IPCC software. This can be any value,
but must match the value you configure for “remote link name” in your multichannel applications.
ICM Distributor AW RMI registry port. Enter the RMI registry port number you want the IPCC
Administration & WebView Reporting machine to use.
Note: To prevent conflicts with SQLServer which will use port 1099 under certain circumstances,
Cisco recommends that you use port number 2099 rather than the default.
Application link. Enter the link name for the Collaboration or E-Mail server.
Application RMI registry port. Enter the RMI registry port number you want the Collaboration
or E-Mail server to use. All multichannel applications must use the same ports, and this value
must match the port number you entered for the ICM Distributor AW RMI registry port.
Note: To prevent conflicts with SQLServer which will use port 1099 under certain circumstances,
Cisco recommends that you use port number 2099 rather than the default.
Application host name. Enter the host name or IP address of the Collaboration server or E-Mail
server.
Step 5
Click OK twice. This restarts the Cms_Jserver on the Administration & WebView Reporting
machine.
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How to Configure Multichannel Components for IPCC Enterprise
See Also
Cisco Collaboration Server Installation Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions
Cisco Media Blender Installation Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco E-Mail Manager Installation and Configuration Guide for Cisco ICM/IPCC Enterprise
& Hosted Edition
How to Set Call Variables
Several call variables must be configured in the IPCC Web Administration Tool--for each
integrated multichannel feature--in order to route multichannel requests.
Three call variables are automatically installed for the E-Mail software. These are:
• cisco.CEM.Category
• cisco.CEM.MessageKey
• cisco.CEM.Priority
You must set up two variables if you intend to use the Blended Collaboration and/or Voice
Media Routing Domains (to route Web or Delayed Callback requests). the ECC variables are:
• user.cisco.cmb
• user.cisco.cmb.callclass
Use the Call Variables page in the IPCC Web Administration Tool to limit the user.cisco.cmb
variable to 8 bytes and the user.cisco.cmb.callclass variable to 10 bytes to prevent call variable
space limitations.
Note: You need not specify these variables in your input map on the Collaboration server. These
variables are added to your input map whenever you enable the Voice or Blended Collaboration
MRDs.
In addition, if changes are made to the call variables in your inmap file, or to call variables in
IPCC, you must restart Cisco Collaboration Server for changes to take effect.
To configure call variables. complete these steps:
Step 1
In the IPCC Web Administration Tool, select Contact Management > Call Variables.
Step 2
Click Create.
Step 3
Complete the required data.
Step 4
Click Save.
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Chapter 10: Installing and Configuring Cisco Multichannel Components for IPCC Enterprise
How to Configure Multichannel Components for IPCC Enterprise
See Also
IPCC Web Administration Tool online help
How to Write IPCC Routing Scripts for Multichannel Options
You must also write routing scripts that will route Multichannel requests to appropriate agents.
Step 1
Once you have completed the Collaboration Server and/or E-Mail Manager set up, write scripts
to test routing of each media, and universal queue. See the ICM Scripting and Media Routing
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions and your multichannel documentation
for instructions on creating routing scripts for multichannel applications.
How to Configure Cisco Collaboration Server for IPCC Integration
Setting up Collaboration software to suit your contact center's needs involves many steps. The
following checklist outlines those steps that pertain to setting up the integration with IPCC
software.
Note: If you are deploying the Cisco Dynamic Content Adapter with Collaboration Server, you
do not need to perform any IPCC-specific tasks to integrate with IPCC. Configure DCA as
described in the Cisco Dynamic Content Adapter documentation set.
To configure Collaboration Server for IPCC integration:
Step 1
Identify the Collaboration Server machine.
Step 2
Run the Integrate with ICM wizard. This wizard walks you through defining the CCS application
instance in an IPCC-integrated configuration and establishing an IPCC Administration connection
to IPCC Administration & WebView Reporting.
The wizard also covers:
Enabling IPCC Media Routing Domains
Establishing Media Blender connections. When you perform this step, you must copy two files
form the Collaboration machine to the Media Blender machine. These files are
<connection>.properties and collaboration.properties.
Enabling IPCC Agent Peripheral. You must enable the peripheral that will track agent activity.
This is the IPCC Agent/IVR Controller.
Step 3
Create queues.
Step 4
Create agents and skill groups.
Step 5
Configure HTML callforms to gather caller information.
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How to Configure Multichannel Components for IPCC Enterprise
See Also
Cisco Collaboration Server Installation Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions
Cisco Collaboration Server Administration Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions
Cisco Collaboration Server Database Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco Collaboration Server Administration online help
How to Configure Cisco Media Blender for IPCC Integration
To configure Media Blender for IPCC integration:
Step 1
Configure the ciscocti.properties file.
Step 2
Configure the firewall gateway.
See Also
Cisco Media Blender Installation Guide
Cisco Media Blender Administration Guide
How to Configure Cisco E-Mail Manager for IPCC Integration
Setting up E-Mail software to suit your contact center's needs involves many steps. The following
list outlines those steps that pertain to setting up the integration with IPCC.
Note: In the steps below, if you are using two IPCC Administration & WebView Reporting
machines, either machine can be specified.
To configure E-Mail Manager for IPCC integration:
Step 1
Complete the ICM Tab in the E-Mail Manager configuration utility. You must enter the following
information on this tab:
The E-Mail Manager application instance name (CEM) and application key
The IPCC Media Routing Domain
The Administration Connection name to the IPCC Administration & WebView Reporting
machine
RMI Service Name and Registry port for E-Mail Manager software
RMI Service Name and Registry port for the IPCC Administration & WebView Reporting
machine
Host Name of the IPCC Administration & WebView Reporting machine
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How to Configure Multichannel Components for IPCC Enterprise
Step 2
Establish an Administration connection to the Administration & WebView Reporting machine.
Step 3
Enable ICM Media Routing Domains.
Step 4
Enable IPCC Agent Peripheral--You must enable the peripheral that will track agent activity.
This is the IPCC Agent/IVR Controller.
Step 5
Configure ICM Routing skill groups and agents.
Step 6
Configure rules to route messages to those skill groups.
See Also
Cisco E-Mail Manager Installation and Configuration Guide for Cisco ICM/IPCC Enterprise
& Hosted Editions
Cisco E-Mail Manager Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco ICM E-Mail Manager: Administration online help
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Chapter 10: - Installing and Configuring Cisco Multichannel Components for IPCC Enterprise
How to Configure Multichannel Components for IPCC Enterprise
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Chapter 11
Configuring Reporting for IPCC Enterprise
This section describes tasks required to configure reporting for your IPCC Enterprise system.
Refer to the Reporting Guide for Cisco IPCC Enterprise & Hosted Editions for important IPCC
Enterprise reporting conceptual information information and planning considerations.
Most of the setup required for IPCC Enterprise reporting is accomplished in the course of normal
IPCC component configuration described elsewhere in this document. This section consolidates
that information, and lists additional required and optional reporting configuration tasks beyond
those covered earlier. The tasks described in this section are all performed using the IPCC Web
Administration Tool.
This section contains the following topics:
•
•
•
•
•
•
About Reporting Configuration Prerequisites, page 105
IPCC Reporting Configuration Tasks, page 106
How to Configure Service Levels, page 106
How to Configure Bucket Intervals, page 108
How to Configure Short Calls, page 109
About Other Reporting Setup Options, page 110
About Reporting Configuration Prerequisites
Before performing the reporting configuration tasks in this section, you must:
1. Install and configure Call Manager
2. Install and configure IP IVR
3. Install and configure the Central Controller, Agent/IVR Controller, and Administration
& Reporting
4. Create Call Types, agents and Skill Groups.
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Chapter 11: - Configuring Reporting for IPCC Enterprise
IPCC Reporting Configuration Tasks
IPCC Reporting Configuration Tasks
Below are the basic reporting configuration tasks required in an IPCC Enterprise system. Perform
tasks in the order listed. Instructions for each are included later in this section.
1. Configure Service Levels for Call Types and Skill Groups
2. Configure Bucket Levels
3. Optionally, modify Short Calls configuration
4. Optionally, modify other features that affect reporting
How to Configure Service Levels
Service Level configuration allows you set and measure goals for answering calls. For example,
your goal might be to answer 80% of calls within two minutes. By configuring Service Level
settings accordingly, your reports can then show you the percentage of calls that are answered
within that time threshold. In Service Level configuration, you also determine how abandoned
calls should impact the Service Level.
You define Service Level settings for Call Types and Skill Groups. Global Service Level settings
must be defined for each. These can be overridden by local settings for specific Call Types and
Skill Groups.
For Call Types, global Service Level settings are specified in Call Type Global Options. The
system-default values for global Call Type Service Level are:
• Call Type Service Level Threshold: 20
• Call Type Service Level Type: Ignore abandoned calls
For Skill Groups, global Service Level settings are specified as an attribute of each media routing
domain to which your Skill Groups belong. The system-default global Service Level values for
all MRDs are:
• Skill Group Service Level Threshold: 30
• Skill Group Service Level Type: Ignore abandoned calls
How to Modify the Global Service Level for Call Types
To modify the global Call Type Service Level for your IPCC Enterprise system:
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How to Configure Service Levels
Step 1
In the IPCC Web Administration Tool, select Call Management > Call Types > Global Options.
Step 2
Specify a value for Service Level Threshold, in seconds.
Step 3
Select the Service Level Type.
Step 4
Click Save.
How to Set Service Levels for Specific Call Types
If desired, you can also configure the Service Levels for specific Call Types. These will override
the system level setting:
Step 1
In the IPCC Web Administration Tool, select Contact Management > Call Types.
Step 2
Select the Call Type whose Service Level you want to set.
Step 3
Set Service Level Threshold to Use Specified Threshold.
Step 4
Specify a value for Service Level Threshold, in seconds.
Step 5
Select the Service Level Type.
Step 6
Click Save.
How to Modify the Global Service Level for Skill Groups
To modify the global Skill Group Service Level for your IPCC Enterprise system:
Step 1
In the IPCC Web Administration Tool, select Multichannel Management > Media Routing
Domains.
Step 2
Select the media routing domain you want to work with.
Step 3
Specify a value for Service Level Threshold, in seconds.
Step 4
Click Save.
Note: The global Service Level Type setting for Skill Groups is Ignore Abandoned Calls. This
setting is not editable at the global level and is not visible in the IPCC Web Administration Tool
interface.
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How to Configure Bucket Intervals
How to Set Service Levels for Specific Skill Groups
If desired, you can also configure the Service Levels for specific Skill Groups. These will
override the system level setting on the media routing domain:
Step 1
In the IPCC Web Administration Tool, select Contact Management > Skill Groups.
Step 2
Select the Skill Groups whose Service Level you want to set.
Step 3
Set Service Level Threshold to Use Specified Threshold.
Step 4
Specify a value for Service Level Threshold, in seconds.
Step 5
Select the Service Level Type.
Step 6
Click Save.
How to Configure Bucket Intervals
Bucket Intervals allow you to track data for calls abandoned or answered within specific time
increments (for example, between 0 and 8 seconds, or under 60 seconds). Bucket Intervals are
associated with Call Types and can be set for the system as a whole and for individual Call
Types. Local settings override those set at the system level. By configuring intervals in relation
to your Service Levels, you can track how closely to your Service Level calls are abandoned.
You can create multiple Bucket Interval groups for use with different Call Types.
To avoid reporting inconsistencies, only modify Bucket Interval settings at specific time
boundaries (that is, end of day, week, or month). Ensure that no one is running reports for the
intervals that you are changing when you modify the boundaries.
IPCC ships with a single system default Buckets Interval whose boundaries (increments) are:
8, 30, 60, 90, 120, 180, 300, 600, and 1200 (in seconds).
How to Create Bucket Intervals
Before you can assign a Bucket Interval (either as the new global default or to a particular Call
Type) you must create its definition. To define a Bucket Interval:
Step 1
In the IPCC Web Administration Tool, select Call Management > Advanced > Bucket Intervals.
Step 2
Click Create.
Step 3
In the Add Name field, enter a name for the interval.
Step 4
In the Upper Bounds fields, add up to nine successive increments to measure, in seconds.
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How to Configure Short Calls
Step 5
Click Save.
How to Re-Set the Global Bucket Interval
To re-set the Global Bucket Interval for your IPCC Enterprise system:
Step 1
In the IPCC Web Administration Tool, select Call Management > Call Types > Global Options.
Step 2
In the ICM Configuration Manager, select Tools > Miscellaneous Tools > System Information.
Step 3
Click Save.
How to Set Bucket Intervals for Specific Call Types
If desired, you can also configure Bucket Intervals for specific Call Types. These will override
the global level setting:
Step 1
In the IPCC Web Administration Tool, select Contact Management > Call Types.
Step 2
Select the Call Type whose Bucket Interval you want to set.
Step 3
From the Bucket Intervals list, select the interval you want to use.
Step 4
Click Save.
How to Configure Short Calls
A Short Call is a call that is either abandoned or answered very quickly. By defining what you
believe to be a short call, then you can filter out those calls that you believe did not stay in the
system long enough to be counted as a real call. Short Calls are configured for Call Types only,
and only at the global level, meaning you cannot create different short call definitions for specific
Call Types. The system default is 5 seconds.
Note: The concept of Short Calls applies to the Voice media class only.
How to Configure Short Calls for Call Types
To configure Abandoned Short Calls for Call Types:
Step 1
In the IPCC Web Administration Tool, select Contact Management > Call Types > Global
Options.
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Chapter 11: - Configuring Reporting for IPCC Enterprise
About Other Reporting Setup Options
Step 2
Set Abandoned Call Wait Time to a value, in seconds. This value indicates the length of calls
to be considered abandoned. Calls that last longer than this are not considered abandoned. To
not track abandoned calls, leave the field blank.
Step 3
Click Save.
About Other Reporting Setup Options
This section lists additional IPCC Enterprise features whose configuration has reporting
implications.
About IPCC Supervisory Features
Supervisors of agent teams can take advantage of supervisory features available with their Agent
Desktop software.
Supervisory features include:
• Supervisor and emergency assist: Allows agents to activate supervisor assist or emergency
assist buttons on their desktop.
• Barge-In: Allows a supervisor to conference into an agent call from his or her desktop.
• Intercept: Allows a supervisor to intercept (take over) a call from his or her desktop.
Note: These supervisory features apply only to IPCC voice contact. They are not available to
agents using Media Routing Domains (MRDs) other than Voice.
The IP Contact Center Enterprise Edition Reporting Guide provides guidelines and details for
setting up supervisory features.
About Agent Transfer and Conferencing
Agents can transfer or conference a call by manually transfering the call to another agent or by
conferencing-in another agent or party by dialing the recipient's extension directly.
The IP Contact Center Enterprise Edition Reporting Guide provides guidelines and details for
setting up agent transfer and conferencing.
See Also
Cisco IP Contact Center Enterprise Edition Administrator Guide
Cisco IP Contact Center Enterprise Edition Reporting Guide
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Part 3: Appendixes
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System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
112
Chapter 12
IPCC Troubleshooting
This section contains the following topics:
•
•
•
•
•
•
•
•
Installation Issues, page 113
Machine Initializer and Active Directory Issues, page 114
Tomcat and IIS Issues, page 115
IPCC Web Administration Access Errors , page 116
Machine Creation/Modification Errors , page 117
Write to Database Issues , page 118
Database Connection Issues, page 119
Miscellaneous Issues/Information, page 120
Installation Issues
This section offers workarounds for issues that can occur during installation of the IPCC
controllers and Administration & WebView Reporting machines.
Symptom
Condition
Workaround
Installer complains
SQLServer missing or
insufficient service pack
Occurs if SQLServer2000 has
not been installed on a machine
on which the Central Controller
and/or Administration &
WebView Reporting is being
installed.
1. Stop installer. 2. Install SQLServer 2000 using setting
specified in the Staging Guide for ICM/IPCC Enterprise
and Hosted Editions. 3. Apply appropriate SQLServer
service pack as specified in the Cisco Intelligent Contact
Management Software Release 7.0(0) Bill of Materials. 4.
When complete, restart installer.
Installer complains
SQLServer protocols in
wrong order
Occurs if TCP IP protocol is
ordered before Named Pipe in
SQLServer configuration.
1. Stop installer. 2. Reorder protocols via Start > Programs
> MS SQL Server >Client Network Utility. 3. When
complete, restart installer.
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Machine Initializer and Active Directory Issues
Symptom
Condition
Installer complains SNMP Occurs if Windows SNMP
or WMI not detected
Services not fully installed
Workaround
Stop installer and install SNMP/WMI as described below
(Note: you may need to have the Windows OS install media
to complete this operation):
1. Start > Control Panel > Windows Add/Remove
Programs > Add Windows Components.
2. Select Management and Monitoring Tools check box.
3. Click Details button.
4. Select the SNMP and WMI check boxes.
5. Click OK/Next to complete the Add Windows
Components wizard. When complete, resume install.
Note: SNMP/WMI is only needed for CDP, an optional
monitoring feature of IPCC. If you do not plan to use CDP,
you can ignore the error message during the install.
Installer complains a
Occurs if one or more services Message can be safely ignored. If you get one of these
service could not be started the installer attempts to start is errors, the installer will allow you to Retry or Cancel. It is
because it is already
already running.
OK to Cancel.
running
Machine Initializer and Active Directory Issues
This section offers workarounds for issues pertaining to the IPCC Machine Initializer and/or
Active Directory.
Symptom
Condition
Workaround
Machine Initializer returns
“…cannot bind to GUID…”
error.
Occurs if machine cannot connect Run netdiag from Windows 2003 support tools.
to the domain controller.
Verify your computer is in the domain and its
DNS server can locate the Domain Controller.
Verify the Domain Controller is up and running.
Cannot create a Cisco_ICM Root Occurs if you do not have the
or Facility
necessary Active Directory
privileges.
Make sure you are running with the correct
permissions Run netdiag from Windows 2003
support tools
Error returned by IPCC Machine The domain controller is not in
Initializer
native mode.
Consult your Domain Administrator.
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Tomcat and IIS Issues
The Machine Initializer Log files are located at: c:\temp\ipccMachineInitialization.log. When
launched, by the IPCC Installer, Machine Initializer tracing and error messages appear in the
installation log file located at: c:\temp\IPCCInstallLogs\<date_stamp>\IPCCInstall.log.
See the Staging Guide for ICM/IPCC Enterprise and Hosted Editions for additional Active
Directory troubleshooting instructions.
Tomcat and IIS Issues
Tomcat and IIS are required to serve IPCC Web-based applications including the IPCC Web
Administration Tool, WebView, and the Agent Re-skilling Tool.
IPCC Web Administration uses Tomcat as its servlet engine. Tomcat is installed to icm\tomcat
and runs as a service--Apache Tomcat. The Tomcat service startup type is set to as Automatic
and the service starts automatically after installation. It runs as a domain user with local
administrator rights for JDBC access, remote registry, and services access. Access to Tomcat
is allowed only through SSL and the IIS front-end. Direct access to Tomcat ports is disabled
during installation.
Tomcat log files are located at: icm\tomcat\logs. Additional IPCC Web Administration log files
are located at: icm\tomcat\webapp\uiroot\WEB-INF\logs. There are both error and trace log
files.
As necessary, to troubleshoot Tomcat issues, turn up logging by modifying the value for the
APIServer.TraceFilter.sysTraceFilter.verbosity property in this file:
icm\tomcat\webapps\uiroot\WEB-INF\properties\common\apiserver\logManager\APIServer.properties.
The default, value is VERBOSITY_NONE (logging is off). To turn logging up, change the
value the LOCAL_DUMP then restart the Tomcat service.
Symptom
Condition
Workaround
Tomcat service does not start.
Check the Windows Services panel and Tomcat
log files for errors.
Tomcat starts up but cannot load
sadlib.dll
Tomcat service path is incorrect. Verify icm\bin is specified as the path to the
service executable.
Pages served via Tomcat render
slowly.
Usually occurs the first time
Tomcat must render a page.
Self-correcting; Pages will render more quickly
on subsequent access.
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IPCC Web Administration Access Errors
Microsoft Internet Information Service (IIS) is used as the front-end to Tomcat. It uses Apache
ISAPI dll to connect to Tomcat icm\tomcat\bin\i386\isapi_redirector2.dll. If you suspect issues
related to IIS, ensure that:
• The IIS Virtual Directory points to the directory: icm\tomcat\bin\i386
• IIS manages the SSL layer. SSL is enabled by default during IPCC installation with a
self-signed certificate. Both “Require Secure channel (SSL)” and “Require 128-bit encryption”
must be set.
• In IIS 6, Web Services Extensions lists jakarta as Allowed.
IPCC Web Administration Access Errors
This section offers workarounds for issues that can occur accessing the IPCC Web Administration
Tool.
Symptom
Condition
Cannot access the IPCC
Web Administration
Tool...browser returns
page not found error
Tomcat service is not started on
Start the Apache Tomcat service and/or IIS via
Administration & WebView
Windows Services panel.
Reporting machine...OR...IIS is not
started on Administration &
WebView Reporting machine
Cannot access the IPCC
Web Administration
Tool...URL is accessible
but UI fails to display
Occurs in Internet Explorer running
on Windows 2003, the result of IE's
Enhanced Security Configuration,
standard on Windows 2003.
1. Access the IPCC Web Administration Tool from a
browser on another machine not running Windows
2003...OR...2. In the 2003 browser, select Tools >
Internet Options > Security. Selected Trusted Sites >
Sites and add your URL to the list of trusted sites. Note
that you may have to reboot the machine to get the
trusted site to work...OR...3. Turn off IE Enhanced
Security Configuration for the machine via Start >
Control Panel > Add/Remove Programs > Add/Remove
Windows Components > Internet Explorer Enhanced
Security Configuration. Then restart the browser.
Can't login via login page You are not using valid AD
username/password or don't belong
to proper AD Security Group...OR...
the Domain Controller is
down...OR... the connection between
the Domain Controller and the
Administration & WebView
Reporting machine is down.
Verify you are using valid AD username/password and
belong to the proper AD Security Group...OR...verify
the Domain Controller is up...OR...verify the network
connection to the Domain Controller is up. As a last
resort, re-start the Administration & WebView
Reporting machine.
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Workaround
Chapter 12: IPCC Troubleshooting
Machine Creation/Modification Errors
Symptom
Condition
Workaround
IPCC Web Administration Occurs when you access the IPCC
Tool forces you to accept Web Administration Tool Login
a certificate each time you page.
access it.
1. Install the certificate as follows: a) In the IE Security
Alert dialog, click View Certificate; b) Click Install
Certificate, then follow prompts to complete the
installation....OR...2. In the 2003 browser, select Tools
> Internet Options > Security. Selected Trusted Sites >
Sites and add your URL to the list of trusted sites. Note
that you may have to reboot the machine to get the
trusted site to work...OR...3. Turn off IE Enhanced
Security Configuration for the machine via Start >
Control Panel > Add/Remove Programs > Add/Remove
Windows Components > Internet Explorer Enhanced
Security Configuration. Then restart the browser.
IPCC Web Administration
Tool functionality seems
to be missing or
inclomplete.
Consult the ICM/IPCC Bill of Materials (BOM) for
supported browser versions...OR...disable popup
blocking...OR...enable javascript for your browser.
You are using an unsupported
browser...OR...popup blocking is
enabled on your
browser...OR...javascript is not
enabled on your browser.
Machine Creation/Modification Errors
This section offers workarounds for some that can occur when creating or modifying machines
in the IPCC Web Administration Tool.
Symptom
Condition
Workaround
The IPCC Web
Administration Tool
returns an "unable to find
registry" error when you
attempt to create or
modify a machine.
The machine Hostname or IP
Address is incorrect...OR...the
machine is not running...OR...IPCC
has not been installed correctly in
the machine...OR...the IPCC
Machine Initializer has not been run
on the machine..OR...File and Printer
Sharing for Microsoft Networks is
not enabled on that machine.
Verify the machine Hostname or IP
Address...OR...verify the machine is
running...OR...verify IPCC has been installed correctly
in the machine...OR...rerun the IPCC Machine Initializer
on the machine...OR...enable "File and Printer Sharing
for Microsoft Networks" at Start > Settings > Network
Connections... Local Area Connections > General tab
> Properties.
The IPCC Web
Administration Tool
returns an "unable to start
services" error when you
attempt to create or
modify a machine.
Any of the conditions described for
"unable to find registry" error
(above)...OR... IPCC is timing-out
attempting to connect to the
machine.
Use workarounds for "unable to find registry" error
(above)...OR...
Increase the timeout value by adding the following line
to properties.xml:
<PROPERTY name="machineWizServicesTimeout"
value="180" />
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Write to Database Issues
Symptom
Condition
Workaround
180 is the default value-- the number of seconds the
software tries to start each service or set of services
before timing out.
properties.xml is located at <install
drive>:\icm\tomcat\webapps\uiroot\
web-inf\properties\default\ipccAdmin
IPCC machines are
created in the Web
Administration Tool but
later fail to display - it
appears as if they do not
exist or were deleted.
Can occur in a duplexed
environment if machine data written
to the Side A database was not
replicated to the Side B database (for
example, if the Central Controllers
were mistakenly configured as
Simplexed) AND the Side A db is
brought down, causing System IPCC
to look to the Side B db for data.
Run the Synchronize command in the ICMDBA utility
on the Central Controller Side A machine to
synchronize the Side A and B databases. To synchronize
using ICMDBA:
1. On the Side A Central Controller machine: Start
> Run and enter icmdba in the Run dialog.
2. Expand the tree under the selected machine in the
ICMDBA dialog: Servers > <MachineName> >
Instances > ipcc > LoggerA. Select ipcc_sideA.
3. From the Data menu, click Synchronize...
Make sure the Source Server and Database
pulldowns display the Central Controller and
database that contain the Machines data (usually
the Side A Central Controller and database).
Make sure the Destination Server and Database
pulldowns display the Central Controller and
database that do not contain the Machines data
(usually the Side B Central Controller and
database).
4. Click the Synchronize button.
Write to Database Issues
This section offers workarounds for issues that can occur when writing or connecting to the
IPCC database.
Symptom
Condition
Workaround
The IPCC Web Administration Tool IPCC timing out trying to You can increase the timeout value by adding the
returns an "Unable to start the Conapi make a write connection to following line to properties.xml.
Connection on this Administration & the database.
<PROPERTY name="machineWizConapiTimeout"
WebView Reporting machine" error.
value= "360" />
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Chapter 12: IPCC Troubleshooting
Database Connection Issues
Symptom
Condition
Workaround
360 is the default value-- the number of seconds the
software waits for Conapi to come up before timing
out.
Database Connection Issues
JDBC
IPCC Web Administration uses JDBC to talk to the local database on Administration & WebView
Reporting machines for read operations. JDBC uses domain authentication so Tomcat service
must be running as authorized account; this account is created automatically by the IPCC
Machine Initializer.
JDBC connection errors shows up in error and log files as: ERROR CRITICAL
IPCCAdminErrors.6 DB_QUERY_CONNECT_FAILED
JDBC connection properties are defined in:
icm\tomcat\webapps\uiroot\WEB-INF\properties\default\ipccAdmin\client.properties. In this
files, the following property values must appear (note that host name, user, password, and
domain properties are commented out):
• JDBCDriver=net.sourceforge.jtds.jdbc.Driver
• JDBCUrlPrefix=jdbc:jtds:sqlserver://
• #JDBCHostname=host
• #JDBCUser=user
• #JDBCPassword=pass
• #JDBCDomain=domain
• JDBCICMInstance=ipcc
ConAPI
The Configuration Application Programming Interface (ConAPI) allows IPCC and multichannel
options to share configuration information about agents and their related skill groups. ConAPI
runs on Administration & WebView Reporting machines.
ConAPI requires a fully-working path from the Administration & WebView Reporting machine
to the Central Controller. IPCC automatically creates a ConAPI connection for the IPCC Web
Administration Tool in the CMS Control Console utility. It is normal for the ConAPI connection
to be down until you run the IPCC Deployment Wizard.
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Chapter 12: - IPCC Troubleshooting
Miscellaneous Issues/Information
ConAPI connection error shows up in error and log files as: ERROR CRITICAL
IPCCAdminErrors.7 DB_UPDATE_CONNECT_FAILED
Miscellaneous Issues/Information
This section offers workarounds for miscellaneous issues and other general system information.
Symptom
Condition
Workaround
Unable to reference the IPCC In certain deployment scenarios, an external system or option The IPCC System PG
System PG Peripheral ID
may need to know the IPCC System PG Peripheral ID in Peripheral ID is always
order to establish a connection with System IPCC. One
1000.
example of this is when trying to establish a System IPCC
as a child in an IPCC Gateway deployment.
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Chapter 13
About System IPCC Enterprise Databases
This section contains the following topics:
•
•
•
•
•
•
•
•
•
Overview of IPCC Databases, page 121
About IPCC Data, page 123
About the IPCC Central Database, page 124
Administration & WebView Reporting Local Database, page 124
About the Historical Database, page 125
About the WebView Database, page 125
About the Outbound Option Database, page 126
Configuration Management Service (CMS), page 126
Historical Data Administration, page 126
Overview of IPCC Databases
Depending on your deployment model, IPCC may use up to five separate databases to store
configuration and call transaction data. All IPCC databases are created and sized automatically
during installation. Initial sizing of databases is well in excess of system capacity needs, meaning
you should never need to resize your IPCC databases.
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Chapter 13: - About System IPCC Enterprise Databases
Overview of IPCC Databases
Figure 5: System IPCC Databases
The table below lists the databases (excluding multichannel) created and used by System IPCC
Enterprise.
Database
Stores
DB Name
Machine Location
Size
Central Database
All IPCC configuration, script, and call ipcc_side<A or Central Controller sides A 14 Gb
transaction data
B>
and B
Administration &
WebView Reporting
Local Database
Copies of the Central database
configuration data and scripts
ipcc_awdb
Administration &
WebView Reporting
1.4 Gb
Historical Database
All IPCC historical data that has
expired on the Central database.
ipcc_hds
Administration &
WebView Reporting
14 Gb
100 Mb
Note: All-in-One deployments do not
include or support a Historical
database. They DO support historical
reporting from the Central Database.
WebView Database
WebView configuration data
wvdb
Administration &
WebView Reporting
Outbound Option
Database
Outbound Option data
ipcc_baA
Central Controller side A 1.4 Gb
only
Note: Only used if Outbound Option
is deployed.
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Chapter 13: About System IPCC Enterprise Databases
About IPCC Data
Note:
• In duplexed deployments (deployments that include physical side A and side B machines),
copies of side A machines are maintained on side B and automatically synchronized with
their side A counterparts.
• The "up to five separate databases" total above does not include the additional databases
created by multichannel options (if you include multichannel options in your deployment).
See the Cisco Collaboration Server and Cisco E-Mail Manager documentation for more
information on multichannel databases.
• For specific information on the tables of the IPCC databases, see the Database Schema
Handbook for Cisco ICM/IPCC Enterprise & Hosted Editions.
About IPCC Data
IPCC handles three types of data:
• Configuration data is stored in the Central, Historical, and local databases.
• Historical data is stored in the Central and the Historical databases
• Real-time data is stored in the local database.
Configuration and Script Data
Configuration data describe your call center; for example, all of your agents, call types, and
dialed numbers are part of the configuration data. Configuration data can also include data that
has been imported from other systems, such as workforce scheduling data. In duplexed Central
Controller systems, configuration data is kept duplexed on both Central databases. It is always
re-synchronized when a Central Controller is restarted. Script data is also kept in both Central
databases. Script data include all call routing and administrative scripts that IPCC uses in call
routing.
Historical and Real-time Data
Historical data and Real-time data provide information about certain objects in the system such
as skill groups and agents. Real-time data provide current information on these objects.
Historical data fall into four categories: five-minute snapshots, half-hour summaries, call detail
records, and events. The five-minute tables contain snapshot data, which are values that are
derived from real-time data. Snapshot data provides a view of contact center activity at a
particular instant. Since the five-minute values change frequently, they are not synchronized
across the Central databases of a duplexed Central Controller.
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Chapter 13: - About System IPCC Enterprise Databases
About the IPCC Central Database
About the IPCC Central Database
The IPCC Central database is the main configuration and call data database for IPCC. It resides
on the Central Controller machine. If the Central Controller is duplexed, each physical Central
Controller has its own copy of the database. The name of the central database is ipcc_side<A
or B>.
Call data is maintained in the Central DB for a period of up to two weeks. Thus, is serves as
the "real-time" database for IPCC. Data in excess of two weeks old is transferred to the Historical
DB.
The Central database stores:
• Full configuration information for IPCC
• All routing scripts—current and, if you choose to save them, past versions
• Event data
• Call detail data
• Five-minute summary data
• Half-hour historical data
The Central database maintains 5-minute summary and half-hour historical data for each:
• Skill group
The Central database also maintains five-minute summary data for Routing Clients and Scripts
and half-hour data for Application Gateways. Although you can view these data in reports, you
cannot modify them directly or indirectly.
Administration & WebView Reporting Local Database
Each Administration & WebView Reporting machine has a copy of the Central database
configuration data and scripts in its local database. This database is used to make changes to
configuration and script data; when you change the IPCC configuration through the IPCC Web
Administration Tool, or you create scripts with the Internet Script Editor, the data is written
first to the Central Database and then replicated out to the Administration & WebView Reporting
local database. As necessary, the Central Controller forwards any changes in historical data to
the Historical Data Server (HDS) machine.
The Administration & WebView Reporting Local database is named ipcc_awdb.
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Chapter 13: About System IPCC Enterprise Databases
About the Historical Database
The Administration & WebView Reporting local database contains the following information:
• Configuration information (copied from the Central database)
• Scripts (copied from the Central database)
• Real-time data
The real-time client process on the Administration & WebView Reporting machine keeps the
real-time data in the local database up-to-date. It receives real-time data from the real-time
server approximately every ten seconds. Old real-time data is constantly overwritten by new
real-time data.
Temporary Database
Because real-time data are written and read frequently, the real-time tables are stored in memory
as temporary tables. Although these tables physically reside in the temporary
database--TEMPDB--you can access them as if they were in Administration & WebView
Reporting local database.
About the Historical Database
Administration & WebView Reporting components need to access historical data (half hour
data, call detail, etc.). IPCC stores historical data in the Central database on the Central Controller.
The Central Controller also forwards historical records to the Historical Data Server (HDS)
machine for storage in a special local database--the Historical database. The Historical database
resides on the Administration & WebView Reporting machine. It is sized at installation to 14
gigabytes, more than sufficient for ongoing historical data storage requirements. It's database
name is ipcc_hds.
In deployments that include two Administration & WebView Reporting machines both serve
as the HDS machines.
Note: All-in-One deployments do not include or support a Historical database. In these
deployments, historical reporting data is served from the Central database.
About the WebView Database
The WebView database resides on the Administration & WebView Reporting machine. It stores
WebView configuration data (such as saved report definitions)--but not actual report data. The
WebView database is sized at installation to 100 megabytes which is more than sufficient to
store all WebView configuration data. It's database name is wvdb.
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Chapter 13: - About System IPCC Enterprise Databases
About the Outbound Option Database
About the Outbound Option Database
The Outbound Option database resides on the machine that includes the Central Controller. The
Outbound Option database is sized at installation to 1.4 gigabytes which is more than sufficient
to store all Outbound Option data. It's database name is ipcc_baA.
Configuration Management Service (CMS)
The Configuration Management Service (CMS) authenticates the connection between IPCC
and its database for database writes. It also coordinates the configuration of objects common to
both IPCC and to application instances such as Cisco E-Mail Manager and Cisco Collaboration
Server. It also authenticates agents when they log in. Common objects are stored both in the
application instance local database and the IPCC Central database. The copy of the data in the
Central database is used for integrated reporting and for authentication of agents. The copies
of the data in the application instance databases is used for application specific reporting and
for application operation.
CMS includes the following components:
• A set of client libraries that reside on the application instance system and are called by the
application.
• A service process that runs on Administration & WebView Reporting.
The server process reads configuration data from the Administration & WebView Reporting
database and writes configuration data to IPCC via the Central Controller API (CCAPI). The
CMS client library communicates with the CMS server process using a message bus.
Note: See the Cisco Collaboration Server Administration Guide for Cisco ICM/IPCC Enterprise
& Hosted Editions for information about Cisco Collaboration Server databases. See the Cisco
E-Mail Manager Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for
information about Cisco E-Mail Manager databases.
Historical Data Administration
IPCC maintains a database on each side of the Central Controller and a local database on each
Administration & WebView Reporting machine. Each database consists of a group of interrelated
tables. As you add or update data in the database, you must ensure that logical relationships are
maintained. For example, if you delete a call type, you must not leave dialed numbers in the
database that reference that call type. If you do, the integrity of the database is broken. The
IPCC Web Administration Tool prevents you from making certain changes that disrupt the
integrity of the data in the database. However, it cannot prevent all such changes. Usually, if
data integrity in the local database is temporarily disrupted, no major problems occur. However,
integrity problems in the Central database could cause errors in system processing.
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Chapter 13: About System IPCC Enterprise Databases
Historical Data Administration
Note: To protect the integrity of the IPCC databases, do not use third-party tools to modify
them. These tools do not protect against disruptions of database integrity. (You can use third-party
tools to view IPCC data.)
When IPCC is installed, it automatically performs integrity checks to make sure that the database
is configured correctly. After that, the integrity of the Central database is maintained by the
IPCC software. You do not need to manually check the integrity of the IPCC Central database.
If you ever have a problem with data integrity in the Central database, the problem is most likely
a software problem that needs to be addressed by your IPCC support provider.
Note: Any manual integrity checks of the central database must involve your IPCC support
provider. Do not run the DBCC CHECKDB procedure on the Central database while the IPCC
system is running. This procedure will stop the logger process running on the Central Controller.
About the Database Purge Procedure
IPCC initiates a purge process on the Central Controller and the HDS Administration & WebView
Reporting machine once every day. The purge process deletes records that are older than a
specified number of days. By default, the purge process runs each night at 12:30 A.M. You can
specify a different purge schedule on the Database page in the IPCC Web Administration Tool.
Historical Tables
Default Retention Time
Application_Event, Config_Message_Log, Event
14 days
Logger_Admin, Recovery
30 days
All other historical tables
14 days in Central Controller, 1095 days in Administration
& WebView Reporting
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Chapter 13: - About System IPCC Enterprise Databases
Historical Data Administration
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Chapter 14
Increasing Fault Tolerance in an IPCC Enterprise
System
This appendix provides information on how to configure IPCC Enterprise for enhanced fault
tolerance. For more information on designing and implementing fault tolerance in IPCC
Enterprise system, see the Cisco IP Contact Center Enterprise Edition Solution Reference
Network Design Guide.
How to Set Up a Recovery Number for Your IPCC System
Cisco recommends setting up your system with a recovery number for fail-over situations. For
example, you might forward calls to voice mail. You might also decide to forward calls to
another CTI Route Point or dialed number that sends the call to a special recovery script on the
system.
Once you have determined an appropriate recovery number for your system, configure Call
Forward No Answer and Call Forward Busy on the CTI Route Points for the Agent/IVR
Controller and the IP IVR to point to this recovery number.
Also configure the CallForward on Busy (CFB) option on your phones to point to this number
as well. You can use the CallManager Bulk Administration Tool to do this for a group of phones,
or you can configure each line individually using the CallManager administration Web pages.
How to Improve Failure Detection
The Agent/IVR Controller will detect a failure after two successive heartbeats are missed. You
can improve failure detection by reducing the time between heartbeats sent by the CallManager.
You use the Server Heartbeat Interval (sec) field on the CallManager to set the time interval
between heartbeats. The default is 30 seconds; Cisco recommends changing this to the minimum
value of 5.
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Chapter 14: - Increasing Fault Tolerance in an IPCC Enterprise System
How to Set Up a Recovery Number for Your IPCC System
To change the heartbeat interval:
Step 1
From the Start menu, select Programs -> Cisco JTAPI -> JTAPI Preferences.
Step 2
Set the Advanced -> Server Heartbeat Interval (sec) field to 5 seconds.
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Chapter 15
Uninstalling and Reinstalling IPCC
How to Uninstall the Controllers and Administration & WebView Reporting
As necessary, you can uninstall the controllers and Administration & WebView Reporting from
any machine. Care must be taken not to uninstall a component that is still referenced by other
components in an active system.
Note: Uninstalling IPCC will not uninstall the following: the IPCC database, Cisco JTAPI,
Servlet Exec, the Sybase EAServer, and the JDK. As desired, the database can be deleted
manually in SQLServer. Cisco JTAPI must be uninstalled through Windows Add/Remove
Programs. On the Administration & WebView Reporting machine, Servlet Exec, the Sybase
EAServer, and the JDK MUST be uninstalled following the 3rd party software uninstallation
instructions for System IPCC deployments located in the WebView Installation and
Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editions.
Step 1
In IPCC Web Administration, on the Machines page, delete the machine you want to uninstall.
Always delete a machine prior to uninstalling its IPCC software, even if you later plan to reinstall
IPCC on that machine. Failing to do this will cause an condition whereby IPCC Web
Administration believes the machine still exists and is properly configured, resulting in
communication errors.
Step 2
From the Windows > Control Panel > Add/Remove Programs, select IPCC Enterprise...OR...
Insert the System IPCC Enterprise DVD in your machine's DVD drive and run setup.exe from
the top level of the DVD.
Note: It is not necessary to stop IPCC services prior to an uninstall, the uninstall program will
do this for you.
Step 3
After the uninstall is complete, reboot the machine. In some instances, uninstall may fail to
remove the IPCC directory and some of its files. After reboot, you can remove it by deleting
this directory: <root>\icm.
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Chapter 15: - Uninstalling and Reinstalling IPCC
How to Re-Install the Controllers and Administration & WebView Reporting
How to Re-Install the Controllers and Administration & WebView Reporting
Controller and Administration & WebView Reporting software can be re-installed only if it has
first been uninstalled. You cannot re-install the software over itself--rerunning setup over a
current install will uninstall the product. Further, Cisco JTAPI, Servlet Exec, the Sybase
EAServer, and the JDK MUST be uninstalled prior to a reinstall of IPCC software. Uninstall
Cisco JTAPI through Windows Add/Remove Programs. IMPORTANT: On the Administration
& WebView Reporting machine, you must uninstall Servlet Exec, the Sybase EAServer, and
the JDK following the 3rd party software uninstallation instructions for System IPCC
deployments located in theWebView Installation and Administration Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions.
Note: Always delete a machine (in IPCC Web Administration, on the Machines page) prior to
uninstalling its IPCC software. Do this even if you later plan to reinstall IPCC on that machine.
Failing to do this will cause an condition whereby IPCC Web Administration believes the
machine still exists and is properly configured, resulting in communication errors.
During a re-install, if you did not manually delete the old IPCC database, IPCC will be use the
old database rather than overwriting it.
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Chapter 16
System IPCC to Cisco ICM Component and Feature
Comparison
System IPCC Enterprise shares many components and functionality in common with Cisco
Intelligent Contact Management (ICM). In System IPCC, some of these components have been
rebranded, although their functionality remains the same.
While this document was produced specifically for System IPCC and reflects this rebranding,
it may refer readers to other documents that use the ICM naming conventions for these
components. Further, certain utilities available to System IPCC users may also use ICM naming
conventions in their interfaces. Therefore, this section maps System IPCC machine types to
their ICM equivalents, and also describes ICM objects that are either non-applicable or have
been rebranded in System IPCC.
This section contains the following topics:
• System IPCC to ICM Component Mapping, page 133
• System IPCC to ICM Object Mapping, page 134
• System IPCC to ICM Installation Differences, page 134
System IPCC to ICM Component Mapping
The table below maps System IPCC machine types to their equivalent ICM components.
System IPCC Machine Type
Corresponding ICM Component
Central Controller
CallRouter, Logger
Agent/IVR Controller
System PG, CTI Server, CTI OS Server
Administration & WebView Reporting
Distributor Admin Workstation, Historical Data Server (HDS),
WebView
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Chapter 16: - System IPCC to Cisco ICM Component and Feature Comparison
System IPCC to ICM Object Mapping
System IPCC Machine Type
Corresponding ICM Component
Multichannel Controller
Media Routing Peripheral Gateway (MR PG)
Outbound Controller
Outbound Dialer, MR PG
System IPCC to ICM Object Mapping
Following is a list of ICM objects either not used or renamed in System IPCC:
• While the following ICM objects are supported by system IPCC, they are configured
automatically and therefor are not exposed through the configuration tools: labels, persons,
device targets, and trunk groups.
• Configuration of translation routes is automatic--no manual configuration is required.
• System IPCC does not support post routing withina System IPCC deployment. Post routing
is supported between a child System IPCC and its parent in an IPCC Gateway deployment.
(See your IPCC Gateway documentation for more information.)
• System IPCC does not support services, sub-skill groups, or Dialed Number Plan configuration.
• System IPCC's call variables are equivalent to ICM's expanded call context variables.
• System IPCC's network IVR is equivalent to ICM's network VRU.
System IPCC to ICM Installation Differences
Following is a list of differences between the way certain shared ICM/System components are
installed in System IPCC versus in ICM:
• System IPCC supports a single customer instance per Active Directory Facility OU. This
instance is automatically named "ipcc."
• All ICM databases and the Outbound Option database are installed, sized, and configured
automatically in System IPCC installs. No manual configuration of these databases is required.
• The IPCC System PG is installed and configured transparently in System IPCC. This is the
only Agent PG type supported by System IPCC. No manual configuration of PG client type,
PIMs, etc. is required.
• WebView and the WebView 3rd Party Utilities are installed automatically in System IPCC.
No manual install of these product components is required. Agent Reporting is automatically
enabled in System IPCC; It does not need to be manually enabled. All prospective WebView
users must first have an account on the System IPCC's Active Directory domain. Outbound
Option reporting templates are installed automatically and appear in WebView whether
Outbound is deployed or not.
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Index
device targets....134
Index
Distributor AW....133
ECC variables....134
3rd party software
expanded call context variables....134
requirements....22
failure detection....129
abandoned short calls....109
fault tolerance
active directory
increasing....129
supported models....21
global options
Active Directory
for call types....106, 109
troubleshooting....114
hardware requirements....19
Admin Workstation....133
HDS....133
answered short calls....109
Historical Data Server....133
bucket intervals
ICM components in IPCC....133
assigning to call types....108
IIS....115
creating....108
instance....134
call flows....16
internationalization....22
callrouter....133
IPCC
call types
components....13
reporting configuration....106
ipcc instance....134
components
IPCC Web Administration
for IPCC, described....13
troubleshooting....116, 117, 118
multichannel....15
JDBC....119
ConAPI....119
labels....134
Controllers and Administration and WebView Reporting
licensing....23
uninstalling and reinstalling....131
localization....22
CTI OS Server....133
logger....133
CTI Server....133
Machine Initializer....114
customer instance....134
machines
database
connection troubleshooting....119
databases
configuration requirements by type....63
media routing domain
reporting configuration....106
automatic installation....134
MR PG....133
described....121
multichannel....15
maintaining....121
network vru....134
deployment wizard....62, 68
operating system
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Index
requirements....21
unsupported features....23
Outbound Dialer....133
version interoperability....22
Outbound Options....15
WebView
peripheral ID....120
automatic installation....134
persons....134
installation location....133
post routing....134
windows
recovery numbers....129
reinstalling....131
reporting
configuring....105
supervisory features....110
server
requirments....19
service levels
reporting configuration....106
service level threshold
assigning to call types....106
assigning to media routing domains....106
assigning to skill groups....106
services....134
short calls....109
skill groups
reporting configuration....106
sub....134
SQLServer....113
sub skill groups....134
System IPCC
components....13
system pg....133, 134
system pg peripheral id....120
Tomcat....115
translation routes....134
troubleshooting....113, 116, 117, 118
trunk groups....134
uninstalling....131
System IPCC Enterprise Installation and Configuration Guide Cisco IPCC Enterprise Edition 7.0(0)
Index 136
requirements....21
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