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ICM Product Training Part 1 ICM Components © 2005 Cisco Systems, In c. All rights reserved.

ICM Product Training Part 1

ICM Components

© 2005 Cisco Systems, Inc. All rights reserved.

Course acronym vx.x—#-1

ICM Components

ICM Com p onents
Admin Workstation HDS Peripheral (AW) Gateway WVDB (PG) AWDB Visible Network Router + Logger = Central
Admin
Workstation
HDS
Peripheral
(AW)
Gateway
WVDB
(PG)
AWDB
Visible Network
Router + Logger =
Central Controller
N
Carrier
I
CCDB
C
Note: Pre-Routing only
Router
Logger

Private Network

ICM Com p onents ( Central Controller )

ICM Components (Central Controller)

Router + Logger = Central Controller

Visible Network

Router Logger Pre-Routing only N I Carrier C
Router
Logger
Pre-Routing only
N
I
Carrier
C

Private Network

ICM Com p onents ( Central Controller )

ICM Components (Central Controller)

Duplexed Central Controllers Visible Network Visible Network Side A Side B Logger Router Router Logger N
Duplexed Central Controllers
Visible Network
Visible Network
Side A
Side B
Logger
Router
Router
Logger
N
Pre-Routing only
I
N
C
I
C
Carrier
Private Network
Private Network
ICM Com p onents ( Peri p heral Gatewa y)

ICM Components (Peripheral Gateway)

Private Network

ACD PG1B Du lexed PG’s p
ACD
PG1B
Du lexed PG’s
p

Visible Network

To Central Controller

PG1A

ICM Com p onents ( IPCC Gatewa y PG)

ICM Components (IPCC Gateway PG)

ICM Parent

NEW in 7.0

ICM Com p onents ( IPCC Gatewa y PG) ICM Parent NEW in 7.0 A dmin

Private

Admin Workstation

IPCC Enterprise Child Private Router Logger P I CTI M Server IPCC Enterprise Gateway PG Admin
IPCC Enterprise Child
Private
Router
Logger
P
I
CTI
M
Server
IPCC Enterprise
Gateway PG
Admin Workstation

ICM Parent

Private

IPCC System

PG

IPCC Gateway PG Router Logger

The IPCC Gateway feature allows IPCC Enterprise or IPCC Express to appear as a traditional ACD connected to the ICM system

IPCC Gateway PG provides an auto-configuration feature.

IPCC Express Gateway PG Software installed on IPCC Express (CRS)

Admin Workstation IPCC Express Child Router Logger P I M
Admin Workstation
IPCC Express Child
Router
Logger
P
I
M
ICM Com p onents (Admin Workstation)

ICM Components (Admin Workstation)

Initialize and update configuration information.

Write and update routing scripts and administrative scripts.

Monitor the execution of scripts.

Monitor the performance of skill groups, services, routes, and trunks

ICM Com p onents (Admin Workstation) • Initialize and update configuration information. • Write and update
ICM Com p onents (Admin Workstation) • Initialize and update configuration information. • Write and update
ICM Com p onents (Admin Workstation) • Initialize and update configuration information. • Write and update
AWDB HDS WVDB
AWDB
HDS
WVDB
ICM Com p onents (Admin Workstation)

ICM Components (Admin Workstation)

Logger

Router

Real Time Data from PG’s Real-Time Feed CCDB
Real Time Data from PG’s
Real-Time Feed
CCDB

Configuration changes are made from the AW, but are written directly to the Central Controller Database and Router RAM

Client AW’s make changes Through the Distributor AW that is providing its Real-Time Data

* At least one Distributor AW must be installed and have connectivity to the Central Controller

Distributor AW

ICM Com p onents (Admin Workstation) Logger Router Real Time Data from PG’s Real-Time Feed CCDB
AWDB HDS WVDB
AWDB
HDS
WVDB

Real-Time Data

Client AW

ICM Com p onents (Admin Workstation) Logger Router Real Time Data from PG’s Real-Time Feed CCDB
ICM Com p onents ( WebView Server )

ICM Components (WebView Server)

Distributor AW/ WebView Server
Distributor AW/
WebView Server
AW Processes WebView Server IIS (Web Server) Webview Client Third Party SW WebView Reporting SW and
AW Processes
WebView Server
IIS (Web Server)
Webview Client
Third Party SW
WebView
Reporting SW and
Templates
SQL Server
Databases
InfoMaker
(optional)
AWDB
HDS
WVDB
ICM Com p onents ( Databases )

ICM Components (Databases)

CCDB Configuration Info Scripts Historical Data System Events
CCDB
Configuration Info
Scripts
Historical Data
System Events
ICM Databases AWDB Real-Time Data Copy of Configuration data and Scripts
ICM Databases
AWDB
Real-Time Data
Copy of
Configuration data
and Scripts

Central Controller

Distributor AW

HDS Copy of Historical Data WVDB Report Templates
HDS
Copy of Historical
Data
WVDB
Report Templates

Must reside on a

Distributor AW

AWDB

ICM Com p onents ( Full y Du p lexed S y stem )

ICM Components (Fully Duplexed System)

Example of a fully Duplexed ICM system

Private

Private

Carrier Carrier PG1A PG1B PG2A PG2B ACD ACD Public (visible) Public (visible) Public (visible) Public (visible)
Carrier
Carrier
PG1A
PG1B
PG2A
PG2B
ACD
ACD
Public (visible)
Public (visible)
Public (visible)
Public (visible)
Logger
Router
Carrier
Router
Logger
Admin Workstation
Admin Workstation
Private
Private
Central Controller Side A
Central Controller Side B
ICM Com p onents ( Addin g a new Contact Center )

ICM Components (Adding a new Contact Center)

Adding a new ACD allowing fully redundant inter-flow would require many new Tie Lines and is expensive

In most cases the new ACD must be from same vendor to allow interoperability

New ACD
New ACD
ICM Com p onents ( Addin g a new Contact Center )

ICM Components (Adding a new Contact Center)

New Contact Center

Private IPCC Express with Gateway PG software PG1A PG1B ACD Carrier Public (visible) Public (visible) Public
Private
IPCC Express with Gateway PG software
PG1A
PG1B
ACD
Carrier
Public (visible)
Public (visible)
Public (visible)
L
ogger
R
ou er
t
R
ou er
t
L
ogger
Carrier
Admin Workstation
Admin Workstation
Private
Private
Central Controller Side A
Central Controller Side B
ICM Terms ( Routin g Client )

ICM Terms (Routing Client)

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
ICM Terms ( Routin g Client ) ACD Call Treatment Skill Group Service PG CG MRD
Service PG CG MRD DN Call Type
Service
PG
CG
MRD
DN
Call Type

Carrier via a NIC

Peripheral via a PG

Schedule N Carrier I C ICM Label Peripheral Target NTG + DNIS
Schedule
N
Carrier
I
C
ICM
Label
Peripheral Target
NTG + DNIS
Script
Script
ICM Terms ( Routin g Client ) ACD Call Treatment Skill Group Service PG CG MRD
Skill Target
Skill Target
ICM Terms ( Routin g Client ) ACD Call Treatment Skill Group Service PG CG MRD
Route
Route
ICM Terms ( Routin g Client ) ACD Call Treatment Skill Group Service PG CG MRD
ICM Terms ( Route Re q uest )

ICM Terms (Route Request)

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
Service PG CG Post-Routing Pre-Routing N Carrier I C ICM
Service
PG
CG
Post-Routing
Pre-Routing
N
Carrier
I
C
ICM

Route Request

Inquiry made by a Routing Client

Two types of Route Requests

  • - Pre-Routing

  • - Post-Routing

MRD DN Call Type Schedule
MRD
DN
Call Type
Schedule
Script
Script
ICM Terms ( Route Re q uest ) ACD Call Treatment Skill Group Service PG CG
Skill Target
Skill Target
ICM Terms ( Route Re q uest ) ACD Call Treatment Skill Group Service PG CG
Label Peripheral Target NTG + DNIS
Label
Peripheral Target
NTG + DNIS
Route
Route
ICM Terms ( Route Re q uest ) ACD Call Treatment Skill Group Service PG CG

ICM Terms (Call Type)

ICM Terms ( Call T yp e)
ACD Call Treatment Service Skill Group •Calls are categorized based on DN and if available, CLID
ACD
Call
Treatment
Service
Skill Group
•Calls are categorized based on DN
and if available, CLID and/or CED
•D
e erm nes w
t
i
hi
c
h S
cr p
i
t t
o run
based on Schedule
PG
CG
Call Type
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

ICM Terms (Schedule)

ICM Terms ( Schedule )
ACD Call Treatment Service Skill Group •After you create a script, you have to specify under
ACD
Call
Treatment
Service
Skill Group
•After you create a script, you have
to specify under what conditions
you want the ICM software to use it
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

ICM Terms (Script)

ICM Terms ( Scri pt)
ACD Call Treatment Service Skill Group •A routine the administrator constructs and defines that the Router
ACD
Call
Treatment
Service
Skill Group
•A routine the administrator
constructs and defines that
the Router performs once the
script is scheduled
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

ICM Terms (Script)

ICM Terms ( Scri pt)
ICM Terms ( Scri pt) • Routing scripts determine where to d sen ll ca s

Routing scripts

determine where to

d

sen

ll

ca

s on a ca

ll-b

y

-

call basis. Routing

scripts are constructed

to support your

business rules

ICM Terms ( Scri pt) • Routing scripts determine where to d sen ll ca s

Administrative scripts

perform background

i

d

process ng an

are

scheduled to run at

specified time

intervals.

ICM Terms (Skill Target)

ICM Terms ( Skill Tar g et )
ACD Call Treatment Service Skill Group •Skill Target refers to the entity at the peripheral to
ACD
Call
Treatment
Service
Skill Group
•Skill Target refers to the entity
at the peripheral to which the
call is dispatched
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

ICM Terms (Route)

ICM Terms ( Route )
ACD Call Treatment Service Skill Group •A value returned by a routing script that maps to
ACD
Call
Treatment
Service
Skill Group
•A value returned by a routing
script that maps to a service
and a s
p
ecific (skill) tar et at a
g
peripheral
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route
ICM Terms ( Peri p heral Tar g et )

ICM Terms (Peripheral Target)

ACD Call Treatment Service Skill Group •Combination of Network Trunk Group and DNIS value •A peripheral
ACD
Call
Treatment
Service
Skill Group
•Combination of Network Trunk Group and
DNIS value
•A peripheral target is associated with a
service, skill group or agent at a peripheral
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

ICM Terms (Label)

ICM Terms ( Label )
ACD Call Treatment Service Skill Group •A value that ICM returns to the routing client. The
ACD
Call
Treatment
Service
Skill Group
•A value that ICM returns to the routing
client. The routing client maps the
label to either an announcement, or a
trunk group and DNIS value
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route
ICM Terms ( Network Trunk Grou p)

ICM Terms (Network Trunk Group)

ACD Call Treatment Service Skill Group •Describes the Carrier’s view of the trunks •A N e
ACD
Call
Treatment
Service
Skill Group
•Describes the Carrier’s view of the
trunks
•A N
e wor
t
k T
run
k G
roup maps o one
t
or more peripheral trunk groups
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

ICM Terms (Trunk Group)

ICM Terms ( Trunk Grou p)

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
ICM Terms ( Trunk Grou p) ACD Call Treatment Skill Group Service l PG CG •
Service l PG CG
Service
l
PG
CG

Peripherals view of the trunks

A collection of trunks associated with

i

l d

e

fi

ne

th

e

l

oca

ti

on

  • i era

h

a s ng e per p

of that peripheral

MRD DN Call Type Schedule N Carrier I C ICM Label Peripheral Target NTG + DNIS
MRD
DN
Call Type
Schedule
N
Carrier
I
C
ICM
Label
Peripheral Target
NTG + DNIS
Script
Script
ICM Terms ( Trunk Grou p) ACD Call Treatment Skill Group Service l PG CG •
Skill Target
Skill Target
ICM Terms ( Trunk Grou p) ACD Call Treatment Skill Group Service l PG CG •
Route
Route
ICM Terms ( Trunk Grou p) ACD Call Treatment Skill Group Service l PG CG •

ICM Terms (Trunks)

ICM Terms ( Trunks )

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
ICM Terms ( Trunks ) ACD Call Treatment Skill Group Service PG CG MRD DN Call
Service PG CG MRD DN Call Type
Service
PG
CG
MRD
DN
Call Type

Some number of outside lines that are

available for making and receiving calls

Schedule N Carrier I C ICM Label Peripheral Target NTG + DNIS
Schedule
N
Carrier
I
C
ICM
Label
Peripheral Target
NTG + DNIS
Script
Script
ICM Terms ( Trunks ) ACD Call Treatment Skill Group Service PG CG MRD DN Call
Skill Target
Skill Target
ICM Terms ( Trunks ) ACD Call Treatment Skill Group Service PG CG MRD DN Call
Route
Route
ICM Terms ( Trunks ) ACD Call Treatment Skill Group Service PG CG MRD DN Call

ICM Terms (Peripheral)

ICM Terms ( Peri p heral )

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
ICM Terms ( Peri p heral ) ACD Call Treatment Skill Group Service PG PG CG
Service PG PG CG MRD DN Call Type
Service
PG
PG
CG
MRD
DN
Call Type

Cisco term for such entities as an ACD

or VRU/IVR

Any device connected to the PIM of a

Schedule N Carrier I C ICM Label Peripheral Target NTG + DNIS
Schedule
N
Carrier
I
C
ICM
Label
Peripheral Target
NTG + DNIS
Script
Script
ICM Terms ( Peri p heral ) ACD Call Treatment Skill Group Service PG PG CG
Skill Target
Skill Target
ICM Terms ( Peri p heral ) ACD Call Treatment Skill Group Service PG PG CG
Route
Route
ICM Terms ( Peri p heral ) ACD Call Treatment Skill Group Service PG PG CG

ICM Terms (Service)

ICM Terms ( Service )
ACD Call Treatment Service Skill Group caller requires PG CG MRD DN Call Type Schedule
ACD
Call
Treatment
Service
Skill Group
caller requires
PG
CG
MRD
DN
Call Type
Schedule
ICM Terms ( Service ) ACD Call Treatment Service Skill Group caller requires PG CG MRD
ICM Terms ( Service ) ACD Call Treatment Service Skill Group caller requires PG CG MRD

A particular type of processing the

This can be defined as an Application

(Aspect) or VDN (Definity)

N Carrier I C ICM Label Peripheral Target NTG + DNIS
N
Carrier
I
C
ICM
Label
Peripheral Target
NTG + DNIS
Script
Script
ICM Terms ( Service ) ACD Call Treatment Service Skill Group caller requires PG CG MRD
Skill Target
Skill Target
ICM Terms ( Service ) ACD Call Treatment Service Skill Group caller requires PG CG MRD
Route
Route
ICM Terms ( Service ) ACD Call Treatment Service Skill Group caller requires PG CG MRD

ICM Terms (Skill Group)

ICM Terms ( Skill Grou p)

ACD

Call Treatment Skill Group
Call
Treatment
Skill Group
ICM Terms ( Skill Grou p) ACD Call Treatment Skill Group Service PG CG MRD DN
Service PG CG MRD DN Call Type
Service
PG
CG
MRD
DN
Call Type

A collection of agents sharing a

common set of skills

Schedule N Carrier I C ICM Label Peripheral Target NTG + DNIS
Schedule
N
Carrier
I
C
ICM
Label
Peripheral Target
NTG + DNIS
Script
Script
ICM Terms ( Skill Grou p) ACD Call Treatment Skill Group Service PG CG MRD DN
Skill Target
Skill Target
ICM Terms ( Skill Grou p) ACD Call Treatment Skill Group Service PG CG MRD DN
Route
Route
ICM Terms ( Skill Grou p) ACD Call Treatment Skill Group Service PG CG MRD DN

ICM Terms (Agent)

ICM Terms (Ag ent )
ACD Call Treatment Service Skill Group •A person who can answer incoming calls PG CG MRD
ACD
Call
Treatment
Service
Skill Group
•A person who can answer incoming
calls
PG
CG
MRD
DN
Call Type
Schedule
Script
N
Carrier
I
Skill Target
C
ICM
Label
Peripheral Target
NTG + DNIS
Route

Summary

Summar y

This lesson provided an overview of the Cisco ICM System.

You should now be able to:

Discuss the benefits of ICM Call by Call Routing

Briefly describe the ICM architecture and the role of each of

the system components

© 2005 Cisco Systems, In c. All rights reserved. Course acronym vx.x—#-32
© 2005 Cisco Systems, In c. All rights reserved. Course acronym vx.x—#-32