IPCCEVol1iui PDF

IPCCE
IP Contact Center Enterprise

Version 1.0
Student Guide Volume 1

IPCCE
Course Introduction
Overview
IPCC Enterprise (IPCCE) is an instructor-led course presented by training partners to System
Engineers and Customers who will be charged with day-to-day interaction with the Cisco IPCC
product.
IPCC Training Curriculum
IPCC Training Curriculum
ICM Product Training Part 1
Adv. Scripting*
Adv. Reporting*
ICM Product Training Part 2
CIPT
CRSD (Recommended)
IPCCE
* Cisco Advanced Services offering

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-2
As shown in the slide above, there are prerequisite courses that should be taken before
attending IPCCE.
Learner Skills and Knowledge
Prerequisite Knowledge
• Cisco CallManager Deployment (CIPT)
• ICM Product Training 7.0 (ICMPT1)
• ICM Product Training 7.0 (ICMPT2)
• Basic Knowledge of IPIVR (CRSD)
• Internetworking Fundamentals
• Basic Contact Center Concepts
2 IP Contact Center Enterprise (IPCCE) v1.0 Copyright © 2006, Cisco Systems, Inc.
Course Goal and Objectives
Objectives
• Demonstrate an overall understanding of the Cisco

IPCC system and environment
• Describe the features, functions and capabilities of
Cisco IPCC
• Demonstrate an overall understanding of the IPCC
Call Flows
• Configure generic IPCC Enterprise and System
IPCC Enterprise contact centers
• A basic understanding of the Agent Desktop
Solutions
• Install and configure Cisco Outbound Option
• Configure a basic Parent ICM and Child System
IPCC (Parent/Child) solution
Copyright © 2006, Cisco Systems, Inc. Course Introduction 3

Course Flow
Course Flow Diagram
Day 1 Day 2 Day 3 Day 4
Course System
Introduction IPCC IPCC
A Enterprise Overview
installation/ Parent/Child
M System IPCC
Overview configuration Enterprise
installation/
configuration
Lunch
CAD/Agent Evaluations
Translation Desktop and
Routing Work Certificates
P IPCC Call
Flows Flows
M
IPCC Outbound
Scripting Option
This is a general guideline of the course flow. Your Instructor will guide you.
Classroom and Introductions
General Administration
Class-related Facilities-related
• Sign-in sheet • Rest rooms
• Length and times • Site emergency
• Participant procedures
materials • Break room
• Appendixes locations
• Attire • Communications
Please introduce yourself!
Please Introduce Yourself
• Your name and work location

• Your job responsibilities
• Your programming / admin background
• Your Cisco ICM experience
• Your other contact center experiences
• Your special objectives for this week

Additional References
Additional sources of information
• Your Cisco Representative

• The ICM/System IPCC Release media
contains PDF versions of configuration
and administration documentation
• http://www.cisco.com/go/ipcc
Cisco Glossary of Terms

For additional information on Cisco terminology, refer to the Cisco Internetworking Terms and
Acronyms glossary of terms at http://www.cisco.com/univercd/cc/td/doc/cisintwk/ita/index.htm.
Cisco Certifications
Cisco Certifications
You are encouraged to join the Cisco Certification Community, a discussion forum open to
anyone holding a valid Cisco Career Certification (such as Cisco CCIE®, CCNA®, CCDA®,
CCNP®, CCDP®, CCIP®, CCVP™, or CCSP™). It provides a gathering place for Cisco
certified professionals to share questions, suggestions, and information about Cisco Career
Certification programs and other certification-related topics. For more information, visit
www.cisco.com/go/certifications.

Overview
IPCC Product Overview
Overview
Discuss the Cisco Customer Interaction Network and its features. More information about the
various components is available at cisco.com or your Cisco Representative.
Cisco Customer Interaction Network
Presentation_ID
© 2005 Cisco Systems, Inc. All rights ©
reserved.
2003, Cisco Systems, Inc. All rights reserved. 2
Course acronym vx.x—#-2
ICM Enterprise Objectives
Enterprise Contact Center Objectives
Maximizing the investment in the existing

Contact Center technology
Automating more customer contacts
Seamlessly integrating all contact center

locations including outsourcers
Integrating CRM with CTI from the network to

the agent desktop
Enterprise Contact Center Objectives
Lowering telecom costs with VoIP
Consolidating disparate ACDs to IP PBX

technology to the Data Center
Consolidating IT infrastructure and

applications
Measuring success through metrics and

integrated reporting
Managed service or hosted utility

deployment alternatives
Copyright © 2006, Cisco Systems, Inc. Overview 3

The Next Chapter in Customer Service

Off-site Off-site
worker Web tools/ worker Web tools/
e-mail e-mail
Remote Remote
sites sites
PBX Remote
Off-site Remote
worker Web tools/ sites
sites
e-mail IP
PBX
CRM CRM
Remote Knowledge
Knowledge sites
workers/skilled PBX workers/skilled
resources Remote resources
sites
CRM
Knowledge
workers/skilled
resources
The Cisco Customer Interaction Network solution helps enable all stakeholders in sales,
service, and support to work together more efficiently and effectively to achieve greater
customer intimacy.
The Cisco Customer Interaction Network (CIN) solution helps enhance interactions across all
customer touch points, including sales, service, outsourcing vendors, and channel partners, to
work together more effectively and efficiently to achieve greater customer intimacy. By
anticipating and responding to customer needs, companies not only improve customer loyalty,
but also optimize the entire production process to deliver what sells.
Customer Interaction Network

Web Apps, Business Rules,
Speech-enabled Routing Logic,
• Shared applications/services self service Treatment Engine,
• Hosted anywhere on network Reporting
CVP
• Distributed services and end
points
Agents
• Standards based interfaces Voice/Data
Network
CRM
Internet
Telephony
Gateway
PSTN Remote/Home Agents CallManager
Knowledge Workers
Departmental Care Groups
Visibility across all customer interaction functions, systems, and processes.

Collaboration with sales, service, outsourcing vendors, channel partners, and customers.
Network security throughout the entire service and support chain, including channel
partners and outsourced service functions.
Flexibility to adapt sales and service organizations to offer new solutions based on
customer needs.

The Customer Interaction Network
ICM Evolves
As the Customer Interaction Network

evolves, ICM evolves with it
Customer Interaction Networks are continually evolving

Customers expect flexible communication paths
— E-mail, chat, voice, fax, and Web
Maximize ROI in your existing technology investments
Multiple vendor support
— ACD, IVR, Carrier networks
Migration to IP
— Is your platform upgradeable and capable of handling new technologies like VoIP?
Growth in the number of mobile or geographically dispersed workers
Capture the upturn in Internet communications
Scalability
ICM Scalability
The ICM’s robust architecture allows any size customer from the single site contact center
to the multi faceted Service Provider to take advantage of its services and build a case for
early return on an ICM investment.
Most installations realize a ROI within the first year.

Carrier Class Reliability
Carrier-Class Reliability
The ICM solution meets carrier-class quality standards - which are significantly more
stringent than traditional data-level reliability - through distributed fault tolerance of all
system components.
Cisco knows that your contact center operation is mission-critical to your business. The
distributed fault tolerance of all ICM software products -- from the network all the way to
the agent’s desktop -- was designed to ensure continuous transaction processing.
Both sides of a duplexed pair of machines operate on the same data simultaneously −
ensuring that if one goes down the other keeps processing. If the problem cannot
automatically be repaired, the system proactively issues a service alert to our Technical
Support Center.
Cisco ICM/IP Contact Center
Cisco ICM/IP Contact Center
Presentation_ID
© 2005 Cisco Systems, Inc. All rights © 2003, Cisco Systems, Inc. All rights reserved.
reserved. 10
Course acronym vx.x—#-10

Cisco IP Contact Center Enterprise
IP Contact Center Enterprise

Cisco’s Mid to Large Market IP-ACD Solution
Designed for Enterprise and
Hosted Environments
Scalable, Architecture
Fault Tolerant
Secure
Intelligent Contact
Management
Web Collaboration
Email, Fax and Vmail
Outbound Dialer
Facilitates Smooth TDM to IP migration
Cisco has multiple offerings in the Contact Center space.

IPCC is Cisco’s Medium to Large Market IP-ACD solution.
It is equally adept in on-premise and hosted environments - allowing flexible deployment
options.
IPCC uses a decentralized server based architecture providing high-scalability.
IPCC is based on Cisco’s Intelligent Contact Manager product which provides high-end,
advanced routing features.
Our Multi-Channel support includes true Web Collaboration with Call-Back, Chat or VoIP.
Email, Fax and Voicemail messaging options allow your Contact Center agents to handle
these types of media in an organized and reportable fashion.
Furthermore, IPCC can work with a circuit-switched, or TDM, solution to provide a
smooth transition from your current solution to IPCC
ICM/IPCC Features
Cisco IPCC Enterprise Features
Queuing and routing Administration

• Skills-based ACD • Common agent configuration
• Multi-channel routing and queuing across channels
• Universal queuing • Streamlined multi-channel
administration
• Interruptability • Synchronization and
• Outbound campaign management verification of configuration
Reporting Agent Desktop

• Web based reporting (WebView) • Out of the Box
• Multimedia / integrated reports • Toolkit Desktop
• Multi-channel real-time statistics • CRM integration
• Redundant database
Through a combination of multi-channel contact management, intelligent routing, and network-

to-desktop computer telephony integration (CTI), the Cisco IPCC Enterprise Edition segments
customers, monitors resource availability, and delivers each contact to the most appropriate
resource anywhere in the enterprise. The software profiles each customer using contact-related
data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web
form, or information obtained from a customer profile database lookup. At the same time, the
system knows which resources are available to meet the customer's needs based on real-time
conditions (agent skills and availability, interactive voice response [IVR] status, queue lengths,
and so on) continuously gathered from various contact center components.

Centralized Management
Centralized Management and Control
• Implement
business rules
• Maintain consistent
service levels
• Generate normalized,
consolidated reports
IPCC Enterprise Script Editor
• One place for defining you multi-site, multi-channel

routing logic
• ACD, IVR and Multi-channel scripting
• Browser based option
• Drag and drop Palette
• Full edit and Quick Edit mode
• Access control
Consolidated Reporting
Enterprise-Wide Consolidated Reporting
• Enterprise-wide, multi-channel, normalized

real-time and historical data
• Reflects service level across
all media types
ICM/IPCC Enterprise Reporting
• Historical and Real-Time

• Browser-based
• Secure
• Unlimited custom
reports
• DB Schema
• Multi-Channel
• Agent
• Skill group
• Services (Application) • Real time • Single site
• Call type • Half hour • Enterprise
• Queue ports • Daily

Agent Desktop Options
Cisco IPCC Enterprise Agent Desktop Options
• Cisco Agent Desktop

• Out of the box soft phone
• Rapid, easy, low-risk deployment
• Initial integration point
• Attractive life-cycle management
• CTI-OS
• Custom development kit
• Simplifies custom CTI integrations
• Pre-integrated CRM
• Strategic integrations with the
leading CRM vendors
Desktop integration
Cisco offers a range of desktop CTI products to meet the varied needs of its customers
Packaged, configurable agent desktop solutions
The Cisco Agent Desktop for the Cisco IP Contact Center (IPCC) Enterprise Edition is a robust
computer telephony integration solution for single-site and multi-site IP-based contact centers
that is easy to deploy, configure, and manage. Cisco Agent Desktop provides call control
capabilities - such as call answer, hold, conference, and transfer, and ACD state control -
ready/not ready, wrap up, etc. Customer information is presented to the agent through an
Enterprise Data window and an optional Screen Pop. Cisco Agent Desktop requires minimum
screen real estate and enables agents to customize its functionality to meet their individual
needs.
Developer tools for custom solutions
For customers who desire a fully customized solution, Cisco provides powerful development
tools that offer ultimate flexibility for CTI solutions. Cisco CTI toolkit provides numerous
application programming interfaces (APIs) for developing integrations between third-party
applications and Cisco ICM Enterprise and IPCC Enterprise. The toolkits provide the ability for
developers in a Windows environment to drag and drop telephony controls into an existing
application. Additionally, Cisco toolkits include numerous examples of sample code that
perform functions such as screen pops and third-party call control.
Cisco Agent Desktop (CAD)
Desktop Applications – Agent Desktop

Outbound
Option
Call Buttons
Control,
ACD state
Team
Active Call Message
Data
Browser
Controls
Browser
content
display
Status bar
with Agent
info fields
Desktop Applications – Supervisor GUI

Toolbar
new
MenuBar
buttons:
• Reskill agent
• Team Msg
• Graph data
SkillGroup (Premium)
Tree
threshold
alerts
Enhanced Tabular
and Premium Real-Time
Data
display
Selectable
graph of
real-time
Agent Tree display
(Premium)
Some Real-
Time Data
Status bar displays
with info offer
fields multiple
Tabular
displays

Custom Agent Desktop Workflows
Desktop Administrator – Voice Contact

Workflow Events
New events:
• Work Ready
• Work Not Ready
• Desktop application
actions triggered
based on agent
transition to work
state
Events moved to Agent
Management Workflows:
• Startup
• Shutdown
Cisco Agent Desktop Administration provides administrators the ability to define and configure
agents' desktops and workflow from a centralized location. Administrators can choose which
agent states are visible on the agent's toolbar, define unique icons for agents and knowledge
worker toolbar buttons, add reason codes for wrap-up and logging out, and customize the look
and feel of agent desktops. It also allows for flexibility in how Cisco Agent Desktop
is configured to meet various operational needs and maintain overall workflow automation
efficiently and cost effectively.
From the administrator's desktop, administrators can set the agent desktop to automatically
transition agents into the next ACD state or enable the agent desktop to automatically answer
the phone for agent—reducing ring time and increasing agent efficiency. Keystroke macros
enable administrators to easily set up or change applications without requiring software coding.
In addition, simplified administration for high-end functions (for example, screen pop, work
automation during calls, post-call work automation, and workflow groups) is provided.
IP Phone Agent
IP Phone Agent
Redesigned and rewritten to

improve functionality and bring it
closer to feature parity with CAD.
Call tracking, call statistics, agent
state transitions, and agent
statistics information available to
supervisor.
Refresh Change
Barge-in and intercept available to Record
screen Agent See Caller
supervisor. Data Call
State
Default “home page” pushed to
phone lets agents see skill statistics
(1 minute).
Configurable call data pops when
call ringing and/or answered
Queue
activity
The IP Phone Agent allows agents to use the Cisco IP 7940 7960 or 7970 telephone as
either their primary ACD interface or as a back up to the Cisco Agent Desktop application.
With IP Phone Agent, agents can log in and out of the ACD, view and change their ACD
state, be informed of caller data through an Enterprise Data display, view statistics
including calls in queue and longest in queue and enter reason codes and wrap-up data.
Advanced feature include displaying team messages and agent initiated call recording.
IP Phone Agent can also act as a backup to Cisco Agent Desktop by allowing the agent to
log in and take calls even if the desktop application is not functioning due to a PC failure.

CTI Toolkit
CTI Toolkit Sample Agent Desktop

ACD Call control Assist Tools:
features features features Stats, chat, record, bad call
• ActiveX components
• Sample application with
source code
• ACD and call control features
• Supervisor assist, agent statistics, chat
• CTI data encryption support through TLS (Transport Layer Security)”
The CTIOS Desktop Toolkit provides pre-built, operational agent and supervisor desktop
applications, along with the source code for custom desktop development. Many sample
applications are included with the toolkit to allow for easy customization. The CTIOS Toolkit
provides flexibility by allowing custom agent or supervisor desktop to be developed, as well as
offering advanced tools for integrating the desktop to a database, CRM, or other applications.
CRM Integrated Desktop
CRM Integrated Desktop

A single agent application for CRM and call center needs
Call Control
Features
Integrated
Multi-channel
Communications
Agent State
Toolbar
Controls
Pre-integrated, CTI-enabled CRM For customers using popular, commercially available CRM
packages, Cisco offers standard integrations that CTI enable the CRM application. The CTI-
enabled CRM application makes use of Cisco CTI technology to provide integration between
the CRM application and telephony components. Contact centers that take advantage of these
pre-integrated solutions provide their agents with a single cockpit application for call control,
screen pop, and total customer management. Agents do not have to concern themselves with
switching between customer service and telephony functions, because all features are delivered
in the single CRM user interface.

Agent Re-skilling
Agent Re-Skilling
• Supervisor interface to edit Skill

Group assignments
• Web-based Interface
• Secure
• Supervisor Login
• Supervisor can only change
agents on their team (supervisors
can edit multiple teams)
• Changes take effect immediately
The IPCC Agent Re-skilling Tool is a browser-based application that enables you to change the
skill group designations of agents on your team, and quickly view skill group members and
details on individual agents. Changes made to an agent's skill group membership take place
immediately without need for the agent to log out and log in again.
Re-skilling can be done on the agent level and on the skill group level. You can add and
remove skill groups from an agent, or you can add or remove agents from a skill group.
ICM Multi-Channel
Integrated Multi-Channel
Integrated voice, web callback, web collaboration,

text chat, e-mail, and outbound
Script control of routing and queuing
across all channel types
Universal Queue
Service Level reporting for each or across
channel types
Common business rules
across channels
Centralized management
and reporting
Cisco IPCC Enterprise provides a state of the art VoIP contact center solution that allows
customers to seamlessly integrate inbound and outbound voice applications with Internet
applications including real-time chat, Web collaboration and e-mail. This integration allows for
unified capabilities, enabling a single agent to support multiple interactions simultaneously
regardless of the communications channel the customer has chosen. Since each interaction is
unique and may require individualized service, Cisco provides contact center solutions to
manage each interaction based on virtually any contact attribute.

Cisco Outbound Option
Single Inbound and Outbound

configuration and administration
Fully integrated to Cisco CTI
Enterprise wide Dialing
Fault Tolerance
Sequential Dialing
Fully integrated to Enterprise
Reporting via Cisco WebView
Integrates with CRM
Assists in TDM to IP migration
Dialing Modes
Predictive Preview
Skill groups run dedicated or blended Skill groups run dedicated or blended
Lines dialed per agent is calculated by Screen Pop before dial being placed
algorithm Ensures agent available prior to placing the
Screen pop delivered along with call
customer call transfer Agent buttons to accept, skip, reject the
previewed call
Progressive Direct Preview

Skill groups run dedicated or blended Skill groups run dedicated or blended
mode Presents agent with customer’s record prior
“Lines dialed per agent” is to dial being placed
configurable Agent buttons to accept, skip, reject the
Screen pop with customer call transfer previewed call
Allows Agent to listen thru the call.
Faster connects. No transfers
Enhanced Call Progress
• Answering Machine, Fax Machine and Modem

detection for IPCC Dialer
• Conforms to Industry standard 99.99% voice
detection rate.
• Ability to detect SIT tones and Network Voicemail.
• Ability to detect Fax machine/modem within 200ms
• Ability to detect Answering Machine within 1.5s
after the Welcome message speech starts.
• Ability to detect Beep tone after Answering
Machine Welcome message.
Pre-Recorded Campaigns
• Contact Centers can run agent-less campaigns via

Pre-recorded messages on Cisco IP IVR
• Increased Agent utilization in Contact Center
- Answering Machines to be sent to an IVR,
- Live caller to be sent to a Live Agent
• Ability to Queue Outbound Calls
• Reduction in Abandon calls in Predictive Mode
• ROI benefits

Cisco E-Mail Manager
Cisco E-Mail Manager Option Features
Powerful processing rules

• Hierarchical, branching rule logic
• Graphical rule building environment
• Sophisticated message tracking
Flexible user administration
• Distributed administration/user roles
• Bulk user management
• Automated service level management
• Real-time reporting queue monitor
Flexible user interface
• Thin browser-based client
• MailTrack
• Dynamic templates
• Multi-queue push routing
Cisco E-Mail Manager Option

Agent Response Screen
Cisco Web Collaboration
Integrating Your Call Center

and Your Web Site
Your call center provides

information and conducts business
Your Web site provides information

and conducts business
The Cisco Web Collaboration Option

joins them together via voice or text chat
Simple Collaboration
Available for Multi-Session Agents
• Page share: Agent and customer can

share web pages with each other
• Text chat: Session

participants
can use text chat to
communicate during
a collaboration session

Cisco Web Collaboration
Complex Collaboration
Available in Single-Session Agent Desktop Only
• Follow-me browsing: Allows one participant to

follow wherever the other participant leads
• Form Share: Agent and caller can fill out Web-
based forms together
• Remote Control: No need to “train the caller”,
agent can work the caller UI remotely
• Application Sharing: Share any
Windows-based application
• White-boarding: Free hand drawing with
custom drawing elements
Sample Collaboration Desktop
Cisco IPCC Remote Agent
Cisco IPCC Remote Agent Option

KEY BENEFITS:
Protect important and private customer information
IP Contact Center
Prevent unauthorized persons from using the network
Work with existing broadband services
Extend access to full suite of contact center applications
High-quality voice and video
Secure VPN Tunnel

Over Broadband Hello.
Is this
Customer
service?
Home Office
Yes hello.
Customer
service
Bill speaking
Customers Never Know that Their Support

Is Being Delivered from a Home Office
The Cisco IP Contact Center Remote Agent Option provides the capability to use remote agents
when staffing contact centers. The strength of the remote agent solution is its ability to provide
an encrypted, secure, IT-managed connection over broadband to the home. The agents have
complete access to all the contact center applications and bypass toll charges with VoIP.
Managers are still able to fully monitor remote agents and provide e-learning programs to train
them.
Remote agents allow contact centers in need of skilled labor to hire without regard for
geographical location. For instance, using nurses in a healthcare contact center is difficult
because of the scarcity of such candidates. A remote agent solution allows a company to utilize
such a person anywhere as long as they have a broadband connection. Access to a larger,
distributed labor pool also leads to quicker staffing.

Cisco IP Communicator
Cisco IP Communicator
• Turns your PC into an IP Agent phone

• Take your Agent ID and office phone
extension with you on the road or at
home
• Feature parity with Cisco’s advanced
IP phones
Cisco IP Communicator is a software-based application that delivers enhanced telephony

support through the PC is designed to meet diverse customer needs by serving as a
supplemental telephone when traveling, a telecommuting device, or as a primary desktop
telephone. With Cisco IP Communicator, remote users don't just take their office extension
with them; they also enjoy access to the same familiar phone services that they have in the
office.
Call Treatment Applications
Call Treatment Applications
IP IVR, Queue Manager, CVP

Static announcements: “All of our agents are
busy… ”
Dynamic announcements: “There are 12 calls in
queue. Your expected wait time is 15 minutes”
Prompts for route options: “To leave a message
press 1, to select from a list of frequently asked
questions…”
Cisco's IP-IVR provides self-service functions as well as acting as a queue point for the
ICM to provide call treatment to callers while all agents are busy.
Cisco's IP Queue Manager is a version of Cisco's IP-IVR that provides only the features
needed for IPCC call queuing at a reduced price
Cisco's CVP is a highly scalable network IVR solution based on Voice Browser
architecture.

Cisco Voice Portal
Customer Voice Portal Components
Customer Voice Portal - Call Control

• Telephony switching and call queuing capability required in the
Contact Center
Customer Voice Portal – VoiceXML

• VoiceXML application development using a plug-in to the
standards-based Eclipse toolkit
• Standards-based J2EE runtime for serving VoiceXML documents
via HTTP
VoiceXML Browser
• Interprets VoiceXML documents
• DTMF or speech are used to fill forms and menus
• Analogous to a PC browser interpreting HTML documents
The Cisco Customer Voice Portal (CVP) is a web-based platform that provides carrier-class
interactive voice response (IVR) and IP switching services on Voice over IP (VoIP) networks.
The CVP feature set includes:
IP-based call switching: CVP can transfer calls over an IP network while maintaining call
control for call treatment or subsequent transfers over the IP network.
IP-based take back and transfer (TNT): CVP can take back a transferred call for further
IVR treatment or transfer it back to the PSTN.
IP-based IVR services: CVP can perform the classic prompt-and-collect functions such as,
"Press 1 for sales, 2 for service," and so forth.
IP-based queuing: Calls can be "parked" on CVP for prompting, music on hold, and so
forth, while waiting for a call center agent to become available.
Compatibility with other Cisco call routing and VoIP products: Specifically, Hosted IPCC
or Intelligent Contact Manager (ICM), Cisco Gatekeeper, Cisco gateways, and Cisco IP
Contact Center (IPCC).
Compatibility with the public switched telephone network (PSTN): Calls can be moved
onto an IP-based network for CVP treatment and then moved back out to a PSTN for
further call routing to a call center.
Carrier-class platform: CVP's reliability, redundancy, and scalability enable it to work with
service-provider and large enterprise networks.
IP-based voice-enabled IVR services: CVP provides for sophisticated self-service
applications (including speech-enabled applications), such as banking, brokerage, and
airline reservations.
Summary
In this lesson, the various components and option of ICM/IPCC Enterprise were discussed.
References
For additional information, refer to these resources:
www.cisco.com
Your Cisco Representative

Lesson 1
IPCC Pre Routing Call Flow
Overview
In this lesson you will learn the IPCC Call Flow using a Pre Route from the Carrier Network.
Objectives
Upon completing this lesson, you will understand the IPCC Call Flow using Pre Routing. This
ability includes being able to meet these objectives:
Understand the use of the Translation Route to VRU node
Understand the use of the Run External Script node
Understand the use of the Queue to Skill Group node
IPCC Pre Route from IXC
In the first example, the NIC will be the Routing Client

in a Pre Route Request. If an agent is available and
no further call treatment is required, a Label in the
form of the Directory Number of the agent IP Phone
will be used as a Route Response
•The Carrier will route the call to the CallManager and

provide a DNIS value (Directory Number of agent IP
Phone). The CallManager will then connect the caller
with the agent IP Phone
In this example call flow it is assumed that an agent is available, no further call treatment is
necessary and CTI Data is not required at the Agent Desktop.
It is typical to see IPCC deployed using Translation Routing. This example is used to show a
Device Target as the Label returned to the Routing Client in a Pre Route scenario. Device
Targets are equal to the Directory Number of the agents IP Phone.
When discussing Post Routing in a later lesson you will notice that the same mechanisms are
used when using the Translation Route to VRU and Queue to Skill Group nodes.
1-2 IP Contact Center Enterprise (IPCCE) v1.0 Copyright © 2006, Cisco Systems, Inc.

Customer MRD/Call Type
Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
A Customer dials a toll free number. The carrier network sends a route request, which contains
at least the dialed number (DN) and if available, the calling line ID (CLID or ANI) and/or any
caller-entered digits (CED), via the Network Interface Controller (NIC) to the ICM Central
Controller (CC).

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Copyright © 2006, Cisco Systems, Inc. IPCC Pre Routing Call Flow 1-3

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Based on the MRD, DN and if available, ANI and CED, the call type is determined.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Based on call type, the script schedule is consulted


Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The selected ICM script now executes. In this example we will assume there is an agent
available and a skill target is selected.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The choice of skill target determines the route to be used.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The route maps to a valid device target.


Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The device target maps to a label. This label has a DNIS value designed to get the caller to the
agent via Call Manager.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The carrier sends the call to the Voice Gateway at the CallManager (Peripheral). The DNIS is
passed to the CallManager. In this case the DNIS value is the Directory Number of an available
agent’s IP Phone (Device Target). The CallManager rings the agent’s IP Phone.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The CallManager directs the Voice Gateway and the agent IP Phone to setup a voice session.
CTI Server delivers CTI data to the agent’s desktop. This can be as little as agent statistics and
call data. Integration is possible with a 3rd party application or CRM package as well.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101 Note: Providing CTI
8102 Data at the agent
8103
desktop implies
8104
8105
Translation Routing
JTAPI Group #1
9501
CAD 9502
CAD
In this example, the NIC will be the Routing Client in a

Pre Route Request. If an agent is not available or
further call treatment is required, a Translation Route
to VRU and Queue to Skill Group nodes are required
•The Carrier will route the call to the CallManager and

provide a DNIS value (in this case a Directory
Number defined as a Translation Routing
Application on the IPIVR).
In this example, a more typical call flow will be discussed. IPCC allows for an all-in-one
solution for queuing and call treatment (CRS Scripts). Using Translation Routes allows for true
“cradle to grave” reporting as well as preserving the identity of the call used to deliver CTI
Data to the agent desktop.
The caller will be provided call treatment and the call

will be queued in the event that no agents are
available.
•The call will be sent to the IPIVR for termination and

prompting the caller for digits (CED)
•If the there are no agents available, the call will
remain on the IPIVR for queuing until an agent
becomes available

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
A Customer dials a toll free number. The carrier network sends a route request, which contains
at least the dialed number (DN) and if available, the calling line ID (CLID or ANI) and/or any
caller-entered digits (CED), via the Network Interface Controller (NIC) to the ICM Central
Controller (CC).

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Based on the MRD, DN and if available, ANI and CED, the call type is determined.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Based on call type, the script schedule is consulted


Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The Translation Route to VRU node will be used to terminate the call at the IPIVR and use the
Translation Route to preserve the identity of the call. The ICM Script will continue to process
the call. The Target will therefore be the IPIVR.
ICM Routing Script

This Script will provide queuing as well as providing
further call treatment to the caller (collect digits)
Use the Translation Route to VRU node to send a call to
the VRU but keep the call active for processing on the
ICM. This is useful for executing scripts that reside on
the VRU.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The choice of Skill Target determines the Routes to be used. One Route refers to the
Translation Route and the other refers to a Service at the Peripheral defined for the purposes of
Translation Routing. The Peripheral Target is the IPIVR

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The Peripheral Target maps to a Label. This Label has a DNIS value that when returned, will
terminate the call at the IPIVR using a Translation Route.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The Label is returned to the Routing Client (carrier via the NIC). The carrier delivers the call to
the Peripheral along with the DNIS. The DNIS is actually one of the Directory Numbers (DNIS
Pool) assigned to a Translation Routing Application on the IPIVR

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
“DNIS Pool”
7001-7003
CallManager will now communicate with the IPIVR across the JTAPI link for purposes of
determining where to present the call to the IPIVR. In this communication the CallManager
sends the DNIS value to the IPIVR and the IPIVR will then correlate a Trigger to a Call
Control Group.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The IPIVR will then select the Port for call termination and inform the CallManager of where
to establish the voice path.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The Voice path is setup between the caller and the IPIVR.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102 Note that the ICM
8103 Script is still running
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The IPIVR now reports call arrival to the ICM via the IPIVR PG. This is done by sending a
REQUEST_INSTRUCTION message that also contains the DNIS value and other call control
information. Because this DNIS value was a specific value chosen by ICM, ICM now knows
the identity of the call and can now continue the previously running script.
Note At this point, the Routing Client has changed to the IPIVR

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
While the call is queued the ICM script should instruct the IPIVR to run an Application. This
Application can be used to provide messages, a menu, or simply music to the caller. In this case
the caller will be instructed to enter digits.
Use the Run External Script node to instruct the

Network VRU to execute a specific VRU script. You
can use multiple VRU Script nodes to execute a
series of scripts on the VRU.
Using the Run External Script node to run a CRS Script, the caller will be prompted to enter
digits that will be used by a CED node.

If the Script runs successfully, the IPIVR will send the collected digits
to the ICM via the VRU PG using Service Control
The Script will pass the caller entered digits to ICM in Call Variable: Call.CallerEnteredDigits

Call.CallerEnteredDigits Schedule
“Please Press…”
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Set Enterprise Call Info Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The CED node will be used to evaluate the CED value and choose a Skill Target.
The CED node will test the value of Call.CallerEnterDigits.

The Case will determine the Skill Target
Use the Queue to Skill Group node to place the call in a

queue for one or more skill groups. If an agent becomes
available, the call is routed to that agent. If an agent is
already available, the node will act like an LAA Select
node and Skill Group nodes.
In the event that no agent is available in the selected Skill Group, the Queue to Skill Group
Node is used to queue the call and the Run External Script node will run the VRU Script;
BasicQ. This Script will provide a simple message and music while in queue until an agent
becomes available. The ICM Network VRU Script definition for BasicQ is set to interruptible
so the call can come out of queue at any point in the Script when an agent becomes available.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
If or when an agent becomes available, the Skill Target is chosen.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The choice of Skill Target will determine the Route to be used.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The Route maps to a Device Target (Device Targets are used in IPCC) rather than a Peripheral
Target that would be typically seen in traditional telephony routing. The Device Target maps to
a Label that is the Directory Number of the agents IP Phone.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The ICM sends a CONNECT request to the IPIVR via the VRU PG using the Label. The
IPIVR interprets the Label and sends a redirect message to the CallManager requesting the call
be sent to a particular IP Phone

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The CallManager rings the IP Phone. When an Off-hook message is received by the
CallManager, the voice path between gateway and the agent IP Phone is established.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Summary
In this lesson you learned the call flow for IPCC Pre Routing from the Carrier Network.
References
ICM Configuration Guide for Cisco ICM Enterprise Edition
ICM/IP Contact Center Scripting and Media Routing Guide
Lesson 2
IPCC Post Route from

CallManager Call Flow
Overview
In this lesson you will learn the IPCC Call Flow using a Post Route from the CallManager.
Objectives
Upon completing this lesson, you will understand the Call Flow using CallManager as the
Routing Client This ability includes being able to meet these objectives:
Understand the use of the Translation Route to VRU node
Understand the use of the Run External Script node
Understand the use of the Queue to Skill Group node
IPCC Post Routing Call Flow
IPCC Post Route from CallManager
In this example, the CallManager will be the Routing

Client in a Post Route Request. The caller will be
provided call treatment and the call will be queued in
the event that no agents are available.
•The call will be sent to the IPIVR for termination and

prompting the caller for digits (CED)
•If then there are no agents available, the call will
remain on the IPIVR for queuing until an agent
becomes available
Cisco best practice indicates that Post Routing from the IPIVR is only used in special cases.
Post Routing indicates that the CallManager is the Routing Client. In a typical Post Routing
Call Flow, the ICM script will begin using the Translation Route to VRU node. The Translation
Route to VRU node provides some advantages in that “Cradle to Grave” reporting is implied
and the Call will be terminated at the queue point before call treatment is provided (caller
entered digits etc.).
ICM Routing Script
ICM Routing Script
You will be creating an ICM Routing Script as shown. You will be using VRU and Queuing
nodes to implement Translation Routing and call treatment.
Copyright © 2006, Cisco Systems, Inc. IPCC Post Route from CallManager Call Flow 2-3

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
A call is initiated to the CallManager environment and is reported to CallManager. The call
setup request comes into CallManager through a voice gateway from the PSTN, or the call
originates as an on-net CCM call.
Route Point 7000 is associated with the

CallManager JTAPI User account

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
A post route request is now initiated to the ICM system via the CallManager PG. Elements of
the call request are passed to the ICM with the MRD and at a minimum, the DN.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
ICM receives the call setup request message from the CallManager PG as a Post-Route request

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Based on the DN and if available, ANI and CED, the call type is determined

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Based on call type, the script schedule is consulted.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The script schedule determines which ICM script to run.
Use the Translation Route to VRU node to send a call to

the VRU but keep the call active for processing on the
ICM. This is useful for executing scripts that reside on
the VRU.
The Translation Route to VRU node will be used to terminate the call at the IPIVR and use the
Translation Route to preserve the identity of the call. The ICM Script will continue to process
the call. The Target will therefore be the IPIVR.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The choice of Skill Target determines the Routes to be used. One Route refers to the
Translation Route and the other refers to a Service at the Peripheral defined for the purposes of
Translation Routing. The Peripheral Target is the IPIVR.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The Peripheral Target maps to a Label. This Label has a DNIS value that when returned, will
terminate the call at the IPIVR using a Translation Route. The Label is returned to the Routing
Client (CallManager).

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
“DNIS Pool”
7001-7003
CallManager will now communicate with the IPIVR across the JTAPI link for purposes of
determining where to present the call to the IPIVR. In this communication the CallManager
sends the DNIS value to the IPIVR and the IPIVR will then correlate a Trigger to a Call
Control Group.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The IPIVR will then select the Port for call termination and inform the CallManager of where
to establish the voice path.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The Voice path is setup between the caller and the IPIVR.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102 Note that the ICM
8103 Script is still running
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The IPIVR now reports call arrival to the ICM via the IPIVR PG. This is done by sending a
REQUEST_INSTRUCTION message that also contains the DNIS value and other call control
information. Because this DNIS value was a specific value chosen by ICM, ICM now knows
the identity of the call and can now continue the previously running script.
Note At this point, the Routing Client has changed to the IPIVR

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
While the call is queued the ICM script should instruct the IPIVR to run an Application. This
Application can be used to provide messages, a menu, or simply music to the caller. In this case
the caller will be instructed to enter digits.
Use the Run External Script node to instruct the

Network VRU to execute a specific VRU script. You
can use multiple VRU Script nodes to execute a
series of scripts on the VRU.
Using the Run External Script node to run a CRS Script, the caller will be prompted to enter
digits that will be used by a CED node.

If the Script runs successfully, the IPIVR will send the collected digits
to the ICM via the VRU PG using Service Control
The Script will pass the caller entered digits to ICM in Call Variable: Call.CallerEnteredDigits

Call.CallerEnteredDigits
Schedule
“Please Press…”
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Set Enterprise Call Info Peripheral Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The CED node will be used to evaluate the CED value and choose a Skill Target.
The CED node will test the value of Call.CallerEnterDigits.

The Case will determine the Skill Target
Use the Queue to Skill Group node to place the call in a

queue for one or more skill groups. If an agent becomes
available, the call is routed to that. If an agent is already
available, the node will act like an LAA Select node and
Skill Group nodes.
In the event that no agent is available in the selected Skill Group, the Queue to Skill Group
Node is used to queue the call and the Run External Script node will run the VRU Script;
BasicQ. This Script will provide a simple message and music while in queue until an agent
becomes available. The ICM Network VRU Script definition for BasicQ is set to interruptible
so the call can come out of queue at any point in the Script when an agent becomes available.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
If or when an agent becomes available, the Skill Target is chosen.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The choice of Skill Target will determine the Route to be used.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The Route maps to a Device Target (Device Targets are used in IPCC) rather than a Peripheral
Target that would be typically seen in traditional telephony routing. The Device Target maps to
a Label that is the Directory Number of the agents IP Phone.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The ICM sends a CONNECT request to the IPIVR via the VRU PG using the Label. The
IPIVR interprets the Label and sends a redirect message to the CallManager requesting the call
be sent to a particular IP Phone

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
The CallManager rings the IP Phone. When an Off-hook message is received by the
CallManager, the voice path between gateway and the agent IP Phone is established.

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD

Schedule
ICM Central Script
Controller
IXC Skill Target

CTI
CM PG IP IVR PG
Server Route
Device Target
IP IVR Label
Gateway
Call Manager
8101
8102
8103
8104
8105
JTAPI Group #1
9501
CAD 9502
CAD
Summary
In this lesson you learned the call flow for IPCC Post Routing from CallManager as the
Routing Client
References
ICM Configuration Guide for Cisco ICM Enterprise Edition
ICM/IP Contact Center Scripting and Media Routing Guide
Lesson 3
Configure CallManager for

IPCC
Overview
In this lesson you will perform basic CallManager configuration required for a successful
connection to IPCC.
Objectives
Upon completing this lesson, you will be able to perform basic CallManager configuration.
This ability includes being able to meet these objectives:
Add Cisco IP Phones.
Create a JTAPI User Account
Create a Route Point
Associate Devices with a User
Cisco CallManager
Cisco CallManager
Media Convergence Servers (MCS)
Cisco CallManager is the software-based call-processing component of the Cisco IP telephony

solution, part of Cisco AVVID (Architecture for Voice, Video and Integrated Data). The
software extends enterprise telephony features and functions to packet telephony network
devices such as IP phones, media processing devices, Voice-over-IP (VoIP) gateways, and
multimedia applications. Additional data, voice, and video services such as unified messaging,
multimedia conferencing, collaborative contact centers, and interactive multimedia response
systems interact with the IP Telephony solution through Cisco CallManager`s open telephony
Application Programming Interface (API). Cisco CallManager is installed on the Cisco Media
Convergence Server (MCS).
Cisco IP Phones
Cisco IP Phones
The Cisco IP Phone series is a standards-based communication appliance. The Cisco IP Phones
can interoperate with IP Telephony systems based on Cisco CallManager technology, H.323, or
Session Initiated Protocol (SIP) and Media Gateway Protocol (MGCP), with system-initiated
software updates.
What needs to be configured:

IP Phones
CTI Route Point

JTAPI User Account
Device Association
Copyright © 2006, Cisco Systems, Inc. Configure CallManager for IPCC 3-3
Adding an IP Phone
IP Phone (7960)
Login to the CallManager: https://<CallManager name or IP Address>/CCMAdmin.
CallManager Admin Login
https://ccmipivr/ccmadmin
Adding an IP Phone
CallManager Admin screen
Add a Cisco 7960 IP Phone
Add a New Phone
Add a 7960 IP Phone
Adding an IP Phone
Phone Configuration
Using Settings then option “3” will display the MAC Address
Add the IP Phone by entering the MAC Address, Device Pool and Button Template. Insert the
IP Phone and configure a Directory Number. Disable Call Waiting for standard Agent
Directory Numbers. For Outbound Agents, leave Call Waiting enabled (default setting for 4.0
and above).
Directory Number
**Call Waiting will be

left enabled for the
Outbound Lab
Call Waiting must

be disabled for a
standard Agent
Directory Number
Adding a User Account
Directory Number
Add a new User: cmpguser. Ensure enable CTI Application use is enabled. This is the user
account used by the CallManager PG PIM for communication between IPCC and CallManager.
Create cmpguser JTAPI User Account
Device Association
Associate IP Phones with cmpguser
Associate the defined IP Phones with the cmpguser User. Verify by observing the Controlled
Devices for the User. Any phone used by a contact center agent has to be associated with the
CallManager JTAPI User.
Associate IP Phones with cmpguser
Ensure “No Primary Extension”

for IP Phones associated with
cmpguser
Add Route Point for CallManager
Add Route Point (DN) for Route Request

CallManager will be the Routing Client. Create a Route Point and
associate it with the cmpguser account
The CallManager will be the Routing client in you configuration. A Route Point must be
created and associated with the cmpguser User Account.
Add Route Point for CallManager

Associate the Route Point with cmpguser (No primary Extension)
Verify that the Route point is a Controlled Device for the cmpguser User.
Summary
In this lesson you performed the prerequisite CallManager configuration required for IPCC
connectivity.
References
Staging Guide ICM/IPCC Enterprise/Hosted Editions ICM/IPCC Software Release 7.0(0)
Lesson 4
CRS Script Editor
Overview
The Cisco CRS Editor is a visual programming environment for creating, modifying,
validating, and debugging telephony and multimedia application scripts in a CRS system..
In IPCC environments the CRS Script Editor is used to create IPIVR scripts. IPCC uses routing
scripts to route calls either to agents or IPIVR scripts. Routing scripts are discussed later in this
course.
Objectives
Upon completing this lesson, you will be able to describe the CRS Script Editor and its basic
functions. This ability includes being able to meet these objectives:
Understand the CRS Script Editor.
Become familiar with the different work areas of the editor
Open the Customer Response Solutions Editor
Open CRS Editor
CRS Script Design

Environment
Only users with Administrative rights to the machine that the CRS Editor is installed on are
able to launch the CRS Editor. Non-administrator users are not able to launch the Editor.
This is true for both Windows 2000 and Windows XP systems.
After you download and launch the CRS Editor for the first time, you can select the Log on
Anonymously button to run the CRS Editor without specifying a Name and Password.
However, in Anonymous mode, you cannot save scripts to the Repository.
The CRS Server information can be any IP address or hostname of a valid node in the CRS
cluster. For a local CRS Editor running in a CRS cluster, this field is automatically pre-filled
with the local host IP address.
Note You must supply a CRS Server IP address the first time you launch the CRS Editor so that
the CRS Editor can download additional information from the CRS Cluster that it needs to
become fully functional. In subsequent launches, the CRS Editor uses the IP address to
properly authenticate the user and download updated configuration information. If no IP
address is supplied, or if the CRS Editor is unable to connect to the cluster, the CRS Editor
starts up with the last known IP address and configuration.
Cisco CRS Editor
CRS Editor
Palette Design Area
Messages
Variables
The Cisco CRS Editor enables you to develop a wide variety of interactive scripts. The CRS
Editor simplifies script development by providing blocks of contact-processing logic in easy-to-
use Java-based steps. Each step has its own unique capabilities, from simple increment to
generating and playing out prompts, obtaining user input, queuing calls, or performing complex
database operations. Although the steps are written in Java, you do not need to understand Java
programming to build a CRS script. You can assemble a script by dragging step icons from a
palette on the left pane of the workspace to the design area on the right pane of the workspace.
The CRS Editor supplies the code required to connect the steps; you provide the variable
definitions and other parameters. You can validate and debug the completed script directly in
the CRS Editor.
Palette pane: Use the Palette pane to choose the steps you need to create your script.
Design pane: Use the Design pane to create your script.
Message pane: Use the Message pane to view messages when you are validating or
debugging a script.
Variable pane: Use the Variable pane to create, modify, and view variables for your script.
Copyright © 2006, Cisco Systems, Inc. CRS Script Editor 4-3

Editor Status Bar
Status Bar
Script Editor Status Bar
Step Number Script Status User Name Free Memory Button
Line Number Cluster Status Available Memory
• Status Bar at bottom of window

• Step number for each palette step
• Line number for every line exposed (expanded)
Step number: The first section displays the step number currently selected
(step/connection) out of how many steps defined in the script. Step numbers correspond to
the order in which they were added to the script and as such does not increment necessarily
when you scroll down the list of steps in the script.
Line number: The second section displays the line number of the currently selected step or
connection out of how many lines are currently displayed in the script. Expanding a step
will increase the total number of lines being displayed.
Script status: The third section displays the script status.
Cluster status: The fourth section displays the cluster status. The text displayed is the
name of the cluster to which the Editor is connected or Unknown if the Editor was started
without information about a cluster.
User name: The fifth section displays information about the logged in user. The text
displayed is the name of the user or Anonymous when the user logs into the Editor
anonymously.
Available memory: The sixth section displays a progress bar with the total available
memory for the Editor and the amount of memory currently in use. This is meant as a
gauge for the user to identify when the Editor will have an out-of-memory condition
because either too many scripts are opened or because the script being edited is too big.
The progress bar changes to red when there is about 10 MB of memory left before reaching
the out-of-memory condition.
Button for freeing memory: The final section is a button that can be used or not to free up
memory not yet recollected by the Java VM. You do not need to use this button since the
(Java Virtual Memory) JVM automatically frees up memory when it can be freed.
Step Palette
Palette Window
List of Folders and Steps
• Steps are Java “beans”

• Customizable logic
• Folders contain steps
To display the contents of a palette, click the plus sign (+) to the left of the palette icon in the
Palette pane. To create your script, drag the steps you want from the Palette pane and drop
them, in their desired order, into the Design pane. Each step performs a specific function and
creates a portion of the underlying programming. You can customize all of the steps once you
have placed them in the Design pane.

Design Pane
Design Window
Drag and Drop the Steps
• Logic flow
• Highlight and
drag (Delay
step)
• Point to bottom
of step that new
step will follow
• Release and
drop
Before you drag a step to the Design pane, close any open customizer window(s). (If you
try to drag a step to the Design pane when a customizer window is open, the Design pane
will not accept the step.)
While dragging a step, move the cursor close to any edge of the script window to scroll the
script in that direction in order to drop the step in the desired location.
While dragging a step, the collapsed steps will not immediately expand. To expand a
collapsed step, move the cursor over the collapsed step for two seconds; the step or
connection then expands.
Set Step Properties
Design Window
Step Properties Popup Menu
• Right click on step

for Properties
option
• Accesses the
Customizer for that
step
Customizer Windows are used to set properties of a Step. Customizer windows have text fields
and or selection fields that you use to configure properties. They might have multiple tabs.
Design Window
Step Properties Customizer
• Customizer
defines step
properties
• Each step has a
different
customizer

Variable Pane
Variable Window
Icons: Add, Modify, Delete
Use the Variable pane of the Cisco CRS Editor to define variables used by a script.
Variables store data while a script executes. Any step in your script can use variables once you
define them in the Variable pane of the CRS Editor window.
Variable Window
Edit Window
• To create, modify
variables
• Many variable data
types
– Integer
– String
– Boolean
– etc.
• See Expression
Language Reference
Guide
Expression Editor
Expression Editor
Expression Editor Window

Expression Value Text Input Field List of Variables
Toolbar Syntax and Operator Tabs

In the Expression Editor window, you can enter an expression in the text field, or you can use
the Variable Expression Dialog Box drop-down menu to get quick access to variables you have
previously defined in the script. When you choose a variable from the Variable drop-down
menu, the variable name appears in the input text field. After you enter the expression, click
OK. The Expression Editor closes.
The Expression Editor window provides an Expression Toolbar. This is the toolbar below the
Values input text box and buttons.
A series of tabs at the bottom of the window, each representing a CRS variable type or a
category of expression constructs.
Selecting a tab displays a set of buttons or a drop-down list. Depending on the variable
type, a tab’s buttons or drop-down list refer to a list of:
— Variables, constructors, methods or attributes
— Constants or keywords
— Prompts, grammars, or documents stored inside the repository

Message Pane
Message Window
• Validation
Information
• Debug Status
You can use the Message pane once you complete your script and you are ready to validate and
debug it. Three procedures are available to do this: validate, reactive debugging, and non-
reactive debugging. Validate is done from the Tools menu and will validate that all steps have
been properly customized and that all execution paths terminate with an End step.
Errors are displayed in the message windows allowing the user to simply click on them to get to
the location of the error in the script. In the reactive debugging, and non-reactive debugging
procedures, you can insert, delete, enable, and disable breakpoints after you have opened the
script window. Information appears in the Debug pane telling you whether or not your script is
valid.
Script Management
Script Management
Four Steps
In the CRS Script Editor:
1. Validate the script
2. Save As the script to
your hard drive or Script
Repository
In the CRS Administration > Script
Management:
3. Upload script to the CRS
Repository
4. Refresh the script and
application in the CRS server
memory
Validate your Script
Script Management
Step One: Validate

• CRS Editor > Tools
>
Validate
• Validation should
be successful
• If not successful,
click on error
in message
window, locate and
repair

Script Management
Script Management
Step Two: Save As

• CRS Editor > File >
Save As
• Saves .aef file to:
– PC hard drive, or
– Script Repository
• Save As allows
developer to see
where file is saved,
avoiding mistakes
Upload and Refresh.
Script Management
Steps Three & Four: Script Upload, Refresh
• CRS Manage Scripts

pages
• Add a Script or Upload to
repository
• Refresh script when
prompted
• Refresh application
when prompted
• When uploading to the
Script Repository,
refresh the script
Debug
Debugging Scripts
Step Disable
Toolbar - Icons Break Over Breakpoint
Debugging will Start End Insert Clear All

not be covered in Breakpoint Breakpoints
this class!
Use the Reactive Debugging procedure to debug scripts that depend on external events for their
execution. For example, the Cisco CRS script aa.aef depends on an external call event (an
incoming call) to trigger its execution.
This procedure is also the only way you can debug Voice Response Unit (VRU) scripts, by
registering for the script filename. When the call starts, the CRS Engine runs the associated
scripts normally until the system reaches the one for which you registered a reactive debugging
session. The system starts debugging the script at that point.
Use the Non-Reactive Debug procedure to debug scripts that do not require external events for
their execution (for example, scripts that derive their steps from the General or Database
palettes alone). This procedure is also useful for debugging script segments or subflows.
Note Script debugging will not be covered in this class unless your instructor chooses to
demonstrate the procedures required.

Summary
In this lesson, the CRS Editor was discussed in great detail. In a later lesson this information
will be helpful when you create a Script of your own.
References
The Cisco CRS Scripting and Development Series contain four volumes:
Volume 1, Getting Started with Scripts (this book), provides an overview of the Cisco CRS
and the CRS Editor Web interface.
Volume 2, Editor Step Reference, describes each individual step in the CRS Editor
palettes.
Volume 3, Expression Language Reference, provides details on working with the Cisco
CRS Expression Editor
Volume 4, Software Development Kit Guide, provides details on how to create steps and
subsystems that are not provided by the Cisco CRS Platform.
Lesson 5
Create a CRS Script
Overview
In this lesson you will create an IPIVR script that collect a digit that will later be used in our
IPCC routing scripts. Your instructor will guide you in starting the Application Editor and
creating the script. This lesson is not a substitute for the CRSD course available from your
Cisco Learning Partner.
Objectives
Upon completing this lesson, you will be able use the CRS Editor to create CRS workflow
scripts. This ability includes being able to meet these objectives:
Create a new script
Set properties of Steps
Create Variables
Validate and save your CRS script
Create a new script
Please Note
• This is an introduction to scripting for the

IPIVR
• This is not a substitute for the CRSD course

delivered by a Cisco Learning Partner
Start the editor and log in as User: student PSWD: training
Start a New Script
• File > New or

use the New
Script Icon
on the tool
bar
New Scripts will always

have a “Start” step
Use File > New or the New Script Icon from the tool bar.
Create a new Variable
Create a Variable of String Type
• Choose String as the Variable

type
• Name the Variable “CollectDigits
The Variable window allows you to create, modify, and view the local application variables.
Use the Variable window icons to add, delete, and modify variables.
To declare a new variable, click the New Variable icon at the top of the Variable window. This
displays the New Variable window. Define a name, type, and value (optional) for the new
variable.
Copyright © 2006, Cisco Systems, Inc. Create a CRS Script 5-3

Steps used in Script
Steps used in the Script
Layout the steps in the CRS editor as shown.
Final Step layout
Accept the incoming call

Collect digits from the caller
and set a variable with the
value
Set Call.CallerEnteredDigits
with the variable value to
pass to ICM using a Post
Route Request
End the call (control has

been passed to ICM)
Set Properties of Get Digit String Step
• Right-click Get Digit

String step and select
properties
• Set properties for

tabs as shown

Set properties of Set Enterprise Call Info Step
Set Properties of Set Enterprise Call Data Step
• Right-click Set
Enterprise Call Info step
and select properties
The Set Enterprise Call Info step will be used to carry the CED information from the IPIVR
using Service Control to the ICM VRU PG. This value will be used by a CED Node in the ICM
Script Editor

• Click Add, set the Value (Variable) that will be
contained in Call.CallerEnteredDigits returned as
a result of a Run External Script Node
Set properties of Set Enterprise Call Info Step

• Completed Properties of the Set Enterprise Call
Data step

Finish the Script Layout
Set Properties of Annotate Step
• If you would like, you can add Comments

using the Annotate Steps
Using Annotate steps is always a good idea, even for simple scripts.
Finished Layout
• Finished Layout
Validate and Save the Script
Validate Script
• Finished Layout
Validate the Script and if successful, save the Script as CollectDigits.aef on your desktop. You
will upload the script to the IP IVR in a later lesson.
Save the Script
• Save the Script to

the Desktop

Summary
In this lesson you created a simple IPIVR Script to collect digits from an inbound caller.
References
Attend the CRSD Course delivered by your Cisco Learning Partner
Application design guides for CRS/IPCC Express available at Cisco.com
Lesson 6
Configure IPIVR for IPCC
Overview
In this lesson you will perform the initial setup of the IPIVR. The IPIVR installation has been
performed for you; this is the setup that immediately follows the reboot after install.
For more information about how to install IPIVR please refer to Cisco Customer Response
Solutions Installation Guide
Objectives
Upon completing this lesson, you will be able to perform the initial setup of an IPIVR. This
ability includes being able to meet these objectives:
Discuss the IPIVR architecture
Setup the JTAPI subsystem
Create a JTAPI Call Control Group
Setup the ICM subsystem
Mange Prompts and Scripts
Create Applications and Triggers
Cisco IPIVR
IPIVR
Tasks To Be Completed
• Discuss the IPIVR architecture

• Setup the JTAPI subsystem
• Create a JTAPI Call Control Group
• Setup the ICM subsystem
• Manage Prompts and Scripts
• Create Applications and Triggers
The Cisco IPIVR provides prompting, collecting, and queuing capability for the IPCC solution.
IPIVR does not provide call control because it is behind Cisco CallManager and under the
control of the ICM software via the Service Control Interface (SCI). When an agent becomes
available, the ICM software instructs the IPIVR to transfer the call to the selected agent phone.
The IPIVR then requests Cisco CallManager to transfer the call to the selected agent phone.
Each IPIVR server is capable of supporting up to 300 logical IPIVR ports (depending upon the
hardware server model). You can deploy multiple IPIVR servers with a single
Cisco CallManager cluster under control of IPCC.
The IPIVR has no physical telephony trunks or interfaces like a traditional IVR. The telephony
trunks are terminated at the voice gateway. Cisco CallManager provides the call processing and
switching to set up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the
voice gateway to the IPIVR. The IPIVR communicates with Cisco CallManager via the Java
Telephony Application Programming Interface (JTAPI), and the IPIVR communicates with the
ICM via the Service Control Interface (SCI) with an IVR Peripheral Gateway.
A lower-cost licensing option of the IPIVR is called the IP Queue Manager. The IP Queue
Manager provides a subset of the IPIVR capability. The database, Java, and HTTP subsystems
are not included the IP Queue Manager software license. The IP Queue Manager provides an
integrated mechanism for prompting and collecting input from callers and for playing queuing
announcements.
Cisco IPIVR
IPIVR
IP Interactive Voice Response (IPIVR)
• Multimedia IP-Enabled IVR
• Voice/Data/Web
• Responds or Generates:
– Telephony/Voice Contacts Over IP
– Email Contacts
– HTTP Contacts
• Features
– Open Database Connectivity
– Reporting, Real Time and Historical
– Optional TTS and ASR
– VXML Support (v2)
Cisco IPIVR automates call handling by autonomously interacting with users. It also processes
user commands to facilitate command response features such as access to checking account
information or user-directed call routers. The IPIVR also performs “prompt and collect”
functions to obtain user data like passwords or account identification. Cisco IPIVR supports
Open Database Connectivity (ODBC) access to Microsoft Structured Query Language (SQL)
Servers, Oracle, Sybase, and IBM DB2 databases.
The IPIVR package supports the IP-QM functionality to participate in Cisco IPCC Solution. In
addition, you can also use IPIVR to extract and parse Web-based content and present the data
to customers using a telephony or HTTP interface. IPIVR also supports a real-time reporting
client, an historical reporting client, and add-on features, such as Automatic Speech
Recognition (ASR) and Text-to-Speech (TTS)
Copyright © 2006, Cisco Systems, Inc. Configure IPIVR 6-3

IPIVR Subsystems
IPIVR Subsystems
• JTAPI
Subsystems • ICM
• Database
• HTTP
• Email
• Cisco Media
• MRCP ASR (Option)
• MRCP TTS (Option)
The following are the supported subsystems in the CRS engine (when licensed for IPIVR only,
you will not see RMCM, in the list). ASR and TTS are optional and only available if a license
key enabling this functionality was applied.
JTAPI: Manages the connection between Cisco CallManager, CTI Manager and the CRA
Engine.
ICM: Manages the connection between the application server and Cisco Intelligent Contact
Manager (Cisco ICM). The ICM subsystem is only available if Cisco IPIVR is deployed
with IPIVR licensing.
Database: Handles the connections between the CRA server and the enterprise databases.
HTTP: Adds components to the CRA Engine that allow it to respond to HTTP requests.
EMail: Adds components to the CRA Engine that allow it to send e-mail
Cisco Media: Configures the Cisco Media Termination (CMT) dialog control groups. The
CMT groups are used to handle simple DTMF based dialog interactions with the customer.
MRCP Automatic Speech Recognition: This subsystem allows a script to respond to
voice responses, as well as DTMF input from contacts received.
MRCP Text-To-Speech: This subsystem allows a script to play back text or text
documents to callers as speech.
Repository
Repository
• DC Directory lives on CallManager

– Publishing Directory on CM
– User, CTI Port and CTI Route Point Info
• Configuration Profile
– Information specific to a CRS Server
– Different Info on each CRS Server
• Repository Profile
– Maintains Scripts and Applications
– Can be shared with other CRS Servers
DC Directory
The default DC Directory on the Cisco CallManager server is established as the publishing
directory. The Cisco CRS server maintains a replication directory that subscribes to the
publishing directory. This implementation ensures that directory data is consistent across the
system.
Configuration Profile
The configuration profile is used to hold the CRS engine configuration information that is
specific to a single CRS server.
Repository Profile
The repository profile is used to maintain the scripts, as well as the created applications. In
addition, the repository profile can be shared between multiple CRS servers; thus allowing
scripts and configured applications to be maintained in a central location and updated at the
same time for all servers.
The repository keeps one backup version of each script for recovery purposes. The application
designer can revert to the previous version if necessary.
The administrator may configure the location and authentication information for network
resources (that are stored in the User Preferences (LDAP) directory), using the CRS
Administration pages.

IPIVR Architecture
CRS Architecture
Cisco
CallManager Cluster
Gateway
PSTN
Administration LDAP
via Java- JTAPI Publisher Cisco IP
Compliant Link Telephony
HTTP Directory
Browser
LDAP via Browser

Enterprise LDAP
Databases Subscriber
Cisco CRS
(Customer’s Editor
SQL
Databases) CRS Application
Server(s)
CRS and CallManager in IPCC Enterprise

Cisco
CallManager Cluster
Gateway
CTIOS
PSTN
Administration CM PG CG
via Java- JTAPI LDAP
Compliant Link Publisher
HTTP
Browser
Cisco IP
Telephony
Enterprise Directory
Databases
(Customer’s
SQL
Databases) VRU PG
Configure IPIVR
Configure IPIVR for

IPCC
You will perform the Cisco CRS Administrator Setup. CRS has been installed for you, but
configuration has not been performed.
Initial Setup

Activate Components
Component Activation
Activate all components except

CRS Agent Datastore
Activate Publisher
• If any of the datastore

components were activated,
this page appears
• Choose the host name of
the publisher database
server to set for this
datastore
Activation Results
Activation Results
• Server Setup Completed confirms the result of activations

Configure JTAPI Subsystem
JTAPI Subsystem
• The JTAPI Subsystem sends and receives call

control messages between the CRS server and the
CallManager CTI Manager
The JTAPI subsystem is the subsystem of the CRS Engine that sends and receives call-related
messages from the Cisco CallManager CTI Manager through the JTAPI client. To enable your
CRS server to handle Cisco Unified Communications requests, you will need to provision the
JTAPI subsystem.
Configure JTAPI Subsystem
JTAPI Subsystem
• Creating JTAPI user

requires authentication
to CallManager
• Window appears for
each session
accessing the
CallManager
• Administrator can
continue creating
CTI Ports,
CTI Route Points
in next steps
The CRS Engine must be restarted after configuring the JTAPI Subsystem.
PARTIAL_SERVICE is a natural state in 4.x. Unless all possible components are installed and
configured, the CRS Engine will report “PARTIAL_SERVICE”.
Restart CRS Engine

• You must restart the CRS Engine after configuring
the JTAPI Subsystem

JTAPI Call Control Group
Add JTAPI Call Control Group
The JTAPI Call Control Group is defined as a Trunk Group in ICM configuration.
In Cisco CRS, the CTI port group creation uses a DN assignment logic that begins with the
configured starting DN trying to create as many CTI ports as specified in the CTI port group
configuration. It first checks with Cisco CallManager to verify if this DN is already taken or
assigned to an existing device (such as a phone, CTI port, etc.). If not taken, this DN is used to
create the first CTI port. The DN assignment logic then moves on to creating the next CTI port
(in that group). If the DN is already taken by another pre-existing device, this DN is skipped.
The DN assignment logic then moves to the next DN and performs the same verification
process again until it finds an available DN. When it finds the available DN, it creates the CTI
port with that DN. This continues until all CTI ports in that group are successfully created.
Note The JTAPI Call Control Group area automatically opens in the JTAPI Configuration web
page when you first choose the JTAPI menu option from the Subsystems menu when the
JTAPI Provider is configured. If the JTAPI Provider is not configured, the JTAPI Provider
configuration page displays.
• Creates JTAPI Call

Control Groups
on CRS
• Creates CTI Ports
on CallManager (5)
• Associates CTI Ports
with new JTAPI
user created in
previous step
• Automatically
assigns a directory
number to each
CTI Port (5)
• Do not interrupt the CTI

Port Group Creation
Process
• Even if you think you
have made a mistake,
wait until completed and
then delete.

• List of JTAPI Call Control Groups
• Never create CTI Ports used by CRS

using CallManager Administration
The result of the JTAPI Call Control Group configuration can be observed using CallManager
Administration.
Observe Results
New User has been created
New CTI Ports have been

created and associated with
the new User
Provisioning JTAPI Control Groups

About JTAPI CTI Call Control Groups
CTI Port App #1
• CTI Ports are Assigned CTI Port
to JTAPI Call Control Group #1 App #2
Groups CTI Port
CTI Port App #7
• Triggers Are Assigned
to JTAPI Call Control CTI Port
Groups CTI Port Group #2 App #4
• Multiple Apps (Triggers) CTI Port
Can Share CTI Port CTI Port
Resources in a Group CTI Port App #5
Group #3
CTI Port
CTI Port
CTI Port
App #6
CTI Port Group #4
CTI Port App #3
The CRS system uses JTAPI call control groups to pool together a series of CTI ports, which
the system uses to serve calls as they arrive at the CRS server. You can create multiple JTAPI
call control groups in order to share and limit the resources to be used by specific applications.
Here we show CallManager CTI Ports grouped in CRS Administration so they can be used for
incoming calls (or connections) by various CRS Script Applications. These groupings prevent a
single application from consuming all of the CTI Ports leaving other applications unable to
accept connections

CMT Group
Cisco Media Termination Dialog Group
• Create Cisco Media Termination

Dialog Group
The Cisco Media subsystem is a subsystem of the CRS Engine. The Cisco Media subsystem
manages the CMT media resource. CMT channels are required for CRS to be able to play or
record media.
The Cisco Media subsystem uses dialog groups to organize and share resources among
applications. A dialog group is a pool of dialog channels in which each channel is used to
perform dialog interactions with a caller, during which the caller responds to automated
prompts by pressing buttons on a touch-tone phone.
To enable your CRS applications to handle simple DTMF-based dialog interactions with
customers, you will need to provision the Cisco Media subsystem to configure CMT dialog
groups.
CMT Group
Cisco Media Termination Dialog Group
Cisco Media Group #1 will be used when defining Triggers for the ICM Translation-Routing
Application

Prompt Management
Manage Prompts
Many applications make use of pre-recorded prompts, stored as .wav files, which are played
back to callers in order to provide information and elicit caller response.
Several system-level prompt files are loaded during Cisco CRS installation. However, any file
you create needs to be made available to the CRS Engine before a CRS application can use
them. This is done through the CRS cluster’s Repository datastore, where the prompt, grammar,
and document files are created, stored, and updated.
The CRS Server's local disk prompt files are synchronized with the central repository during
Cisco CRS Engine startup and during run-time when the Repository datastore is modified.
Uploading Prompts
Upload a Prompt
• Prompts have been provided

for you on the Desktop
You will need to upload the CollectDigits.wav file for use in the CollectDigits.aef script. This
Prompt directs the caller to enter digits using the GetDigitString Step.
Upload a Prompt
• Upload the CollectDigits.wav

file to the appropriate language
folder

Script Management
Upload Scripts
Script Management Page
• Name
• Language
• Name
• Actions
– Delete
– Rename
– Refresh
– Upload (overwrites
current script)
• Upload New Scripts
The Script Management option of the Applications menu of the Cisco CRS Administration web
interface contains options for managing and refreshing CRS scripts that are stored in the
repository.
Upload Scripts
• The CollectDigits.aef Script has

been placed on your desktop
(earlier lab)
Script Management
Upload Scripts
• Refreshing the Script

(load into memory)
When you make changes to a script, you must refresh the script in order to direct all the
applications and subsystems that use this script to reload the new version. There are two script
refresh options:
Individual script refresh
Bulk script refresh
Your Cisco CRS system includes sample scripts stored as .aef files. These scripts have been
built using Cisco CRS Editor Steps, including prerecorded prompts. You can use these scripts
to create applications without performing any script development, or you can use these scripts
as models for your own customized scripts.
Note The included scripts are bundled with the CRS system solely as samples, and are not
supported by Cisco. For more information on these sample scripts, refer to the Cisco CRS
Scripting and Development Series: Volume 1, Getting Started with Scripts.

Translation-Routing Application
Create an ICM Translation-Routing Application
• Create a new Cisco ICM

Translation-Routing
Application
You must configure Cisco ICM translation-routing applications when the CRS server is used as
a queue point for a Cisco IPCC solution (Cisco IP Queue Manager or IPIVR) in which calls are
expected to be routed by the Cisco ICM to the CRS server.
The call attributes will be reported as part of a configured translation-route on the Cisco ICM.
Note Before you can configure a Cisco ICM translation-routing application, you must first upload
any VRU scripts that the application will need.
Translation-Routing Application
• Define your new application by giving it a unique name,

ID, and set the Maximum Number of Sessions = “2”
Field Name Description
Name A name for the application.
Description Use the Tab key to automatically populate this field.
Enter a unique ID. This field corresponds to the service identifier of the call
ID reported to the Cisco ICM and configured in the Cisco ICM translation
route.
Maximum Number Of The maximum amount of simultaneous sessions that the application can
Sessions handle.
Enabled (Radio button) Accept Yes (the default).

Create Triggers for Application
• JTAPI Triggers are

created on CRS and the
appropriate device
associations are made
on the CallManger
automatically
You must add JTAPI triggers to invoke Cisco applications in response to incoming contacts.
A JTAPI trigger responds to calls that arrive on a specific route point by selecting telephony
and media resources to serve the call and invoking an application script to handle the call.
• The Triggers defined for the Translation-Routing Application

represent the DNIS “pool” used by the peripheral
Heading
Verify Device Association for Triggers
• Verify that the components you have configured have been

associated with the CRS JTAPI User
You can verify your configuration using CallManager Administration. All CTI Ports and
Triggers will be associated with the IPIVR User Account.

ICM Subsystem
ICM Subsystem
• Configure the ICM Subsystem.
• Service Control
TCP port 9999
The Cisco CRS system uses the ICM subsystem to communicate with Cisco ICM, which is
used by Cisco IPCC Enterprise to manage call distribution across sites and call-processing
environments. The CRS server is frequently used as part of an IPCC Enterprise solution with
Cisco ICM. In this type of installation, the Cisco ICM uses the CRS server to queue calls and
perform other functions such as collecting caller-entered digits, performing database lookups,
and playing back prompts.
Note The ICM subsystem is available only if your system has a license installed for IP Queue
Manager or IPIVR
VRU Scripts
ICM Subsystem
• ICM VRU Script Configuration
• ICM will use these

scripts for the Run
External Script
Node in the ICM
Script Editor
Cisco IPCC Enterprise uses VRU scripts to handle interactions with contacts. These scripts are
loaded as applications on the CRS Engine.
ICM Subsystem
• BasicQ.aef will be used when Queuing calls (playing music etc.)

• CollectDigits.aef will be used by the ICM Script to collect CED
from the inbound caller. These digits will be used to choose a
Skill Target

Configuration Complete
IPIVR Configuration Completed
• The IPIVR is now configured and

ready to use by the IPCC Complex
Summary
In this lesson you performed the IPIVR Configuration required for use with IPCC Enterprise.
References
Cisco Customer Response Solutions Administration Guide, Release 4.0(x)
Cisco.com

Lesson 7
ICM Configuration
Overview
In this lesson you will use ICM Configuration Manager to Configure ICM and Peripheral
Components before installing the physical devices.
Objectives
Upon completing this lesson, you will be able to perform ICM configuration required for IPCC.
Describe what needs to be configured using Configuration Manager
Use Configuration Manager to configure devices before installation
Record information generated by Configuration Manager required for device installations
What needs to be configured
What to Configure
The following must be configured using Configure ICM:
• Network VRU
• Network VRU Scripts
• Agent Desk Settings
• IPIVR PG (VRU)
• CallManager PG
• Network Trunk Group and Trunk Group
• Service (Generic Service for Translation Route)
• Route
• Skill Groups
• Agent, Supervisor
• Agent Team
• Device Targets, Labels
• Dialed Number
You will use Configuration Manager to configure ICM components before Physical component
installation. Configuration Manager will generate information required for component
installation (Logical and Peripheral Controller ID’s).
What to Configure
Configuration Only
MRD/Call Type
ICM
Schedule
IP IVR PG Script
Service,
Skill Target Skill Groups
CTI
CM PG
Server
Route
JTAPI Call Control Group #1 Device/Peripheral Target
IP IVR
Label
Call Manager Network VRU JTAPI Call Control Group #1

Network VRU Scripts
8101
8102 Network Trunk Group
CTI
9501 9502 8103 Trunk Group
8104
Agent, Supervisor, Team, Device Targets, and Agent Desk Settings 8105
Start Central Controller
Open Services Control and Start All Services
Before we can use the Configuration Manager, you have to start the Sprawler Services. The
Sprawler has already been built with a Router, Logger and Distributor Admin Workstation. The
Admin Workstation is required to make changes using Configuration Manager.
Copyright © 2006, Cisco Systems, Inc. ICM Configuration 7-3

Configuration Manager
Configuration Manager
Now that the Distributor is running, you can use the Configuration Manager from the Admin
Workstation program group. Double-click Configuration Manager. You will see the
Configuration Manager window.
Adding a Network VRU
Network VRU
A Network VRU supports the ICM’s service control interface. An ICM routing script can divert
a call to a Network VRU and instruct the VRU to perform specific processing before the ICM
determines the final destination for the call.

VRU Types
Type 2 A VRU at the customer premises. Translation Route to VRU script nodes can be
used to direct the routing client to send the call to the VRU. You can then queue the
call and/or run VRU scripts.
Type 3 A VRU controlled by the routing client. Use a Send to VRU script node to direct the
routing client to send a call to the VRU. You can then queue the call and/or run
VRU scripts. Use this type (rather than Type 7) when the routing client can
automatically take back the call from the VRU when the ICM software returns a
destination. For example, BT network VRUs.
Type 5 The same as Type 6, except that the VRU requires an extra instruction from the ICM
before it makes VRU script services available to the call.
Type 6 A VRU that receives the call before a route request is sent to the ICM software. The
VRU must be programmed so that you can recognize such a request based on the
call qualifiers. You can then assume the call is already at the VRU. You can
therefore queue the call and/or run VRU scripts.
Type 7 A VRU controlled by the routing client. Use a Send to VRU script node to direct the
routing client to send a call to the VRU. You can then queue the call and run VRU
scripts. This type is the same as Type 3 except that the routing client cannot
automatically take back the call from the VRU. The ICM software automatically
instructs the VRU to release when it when it sends a route response to the routing
client. For example, CWC network VRUs.
Type 8 The same as Type 2, except that after a Type 2 VRU receives the call, a subsequent
agent selection causes the VRU to deliver the call to the appropriate ACD. With
Type 8, the original routing client is asked to deliver the call to the appropriate
ACD.
Network VRU
Network VRU
IPIVR is defined as Type 2
The Translation Route to VRU node can be used with a Type 2 VRU

Network VRU Scripts
Network VRU Scripts

Define IPIVR Script used by
the Run External Script Node
Interrupt IPIVR Script when

Agent becomes available
The Network VRU Script refers to the Scripts defined in the ICM Subsystem of the IPIVR.
They are case sensitive and if not defined on the IPIVR will fail when called by a Run External
Script node in the ICM Script.
Network VRU Scripts
Enterprise Name used by the

Run External Script Node
Name defined on the IPIVR ICM

Subsystem (case sensitive)
Configure VRU PG
Configure VRU PG (IPIVR)
You will configure a Peripheral Gateway (PG) for the IPIVR. This is done before installing the
physical component for the PG. You need some information derived from configuration, before
building the hardware PG (Physical Controller ID, Logical Controller ID etc.). You won’t see
the Logical, Physical and Peripheral Controller ID’s until you save the record

Post Routing will make this
Peripheral a Routing Client
Enable post routing

Device Association
The Advanced tab defines the Network VRU (Previously configured)
Record the information after saving the record
Configure Network Trunk Group and Trunk Group
Network Trunk Group
In IPCC, the Network Trunk Group is merely a placeholder for a Trunk Group. Network Trunk
Groups and Trunk Groups are not required for Agent Routing, but they do need to be defined
for the purpose of Translation Routing to a VRU. Using the Translation Route to VRU Node in
an ICM Script requires you define a Network Trunk Group and Trunk Group.
Trunk Group
Peripheral number must match

JTAPI Call Control Group defined
on IPIVR (JTAPI Group# 1)

Generic Service for Translation Routes
Generic Service for Translation Route
Create a generic Service on the IPIVR

Peripheral for Translation Routing. This
Service will be used by the Translation
Route Wizard
Configure a generic Service with a Route, Peripheral Target and Label for use by the
Translation Routes that you will configure using the Translation Route Wizard.
Generic Service for Translation Route
A Peripheral Target and

Label are not required for
proper operation of the
Translation Route, but in
order to test your call flow
using Call Tracer, they
must be configured in the
ICM Database
Configure Agent Desk Settings
Agent Desk Settings
An Agent Desk Setting profile must be created before configuring the CallManager PG. The
default settings are adequate for the purposes of this class.
Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is
enabled, how long to wait before rerouting a call for Ring No Answer, what DN to use in the
rerouting, and whether reason codes are needed for logging out and going not-ready. Each
agent must be associated with an agent desk setting profile in the ICM configuration. A single
agent desk setting profile can be shared by many agents. Changes made to an agent's desk
setting profile while the agent is logged in are not activated until the agent logs out and logs in
again. More information can be found using Help.

Configure CallManager PG
Call Manager PG
All agent state change requests flow from the agent desktop application through the CCM PG
to the ICM Central Controller. The ICM Central Controller monitors the agent state. The
Cisco CallManager PG keeps the agent desktop application and the IP phone in synchronization
with one another. This can be observed in the JTAPI Gateway Process later.
Call Manager PG
Select Client type: CallManager/SoftACD
Configure CallManager PG
Call Manager PG
Configure the Peripheral and Routing Client tabs
Call Manager PG
Record the information after saving the record
This information will be required

when configuring the PIM during
the PG Compent installation

Configure Network Trunk Group and Trunk Group
Network Trunk Group (CallManager)

Configure a Network Trunk
Group and Trunk Group for the
CallManager Peripheral
Trunk Group (CallManager)
Be sure CallManager is the

selected Peripheral
Configure Skill Groups
Skill Groups
Add the PreSales Skill Group
Add Skill Groups to your configuration
Be sure to choose the CallManager Peripheral

Skill Groups
Add Routes to your targets

Configure Skill Groups
Skill Groups
Add a PostSales Skill Group
Configure Agents and Skill Group Membership
Agents
Add an Agent as shown. Be sure to set the
password to “training” (lower case)
When opening Agent Explorer, the

Password field appears to be filled, but it’s
not
Add Orville as a member of the PreSales Skill Group and Patty to the PostSales Skill Group.
Skill Group Membership
Add Agents to the appropriate

Skill Group

Configure Agents and Skill Group Membership
Skill Group Membership
Configure Agent Team and Team Members
Agent Team
An Agent Team is a group of related agents associated with a single peripheral. Agent Teams
are associated with primary and zero or more secondary supervisors. A particular agent may
belong to only one agent team.
Agent Team Members
Add an Agent to the IPCC Team

Configure Team Supervisor
Agent Team Members (Supervisor)
Add Supervisor to the IPCC Team
If the agent is already a supervisor of the team, an "x" is displayed in the Primary column
beside the agent’s name.
When configuration agent teams, you should be aware of the following rules:
An agent can be a member of only one agent team.
An agent team can have only one Primary Supervisor.
A supervisor can be a supervisor of any number of agent teams.
A supervisor for an agent team can also be a member of that agent team
All agents belonging to an agent team and all supervisors for that agent team must be on
the same peripheral.
A supervisor cannot be an administrator.
Configure Device Targets
Device Targets
IPCC systems require that a device target be configured for each IP telephone that may be used
by an agent. ICM software uses the device target to locate the Label that will route a call to an
IPCC agent.
The correct format for the configuration parameters of a Cisco IP Phone:
/devtype ciscophone /dn XXXX (XXXX = Directory Number)
An agent is dynamically associated to a device target at the time the agent logs into a
peripheral. The agent log-in request will specify the device target, or targets, to be associated
with the agent.
The association between the agent and the device target lasts until the agent logs out of the
peripheral.
In this example you will define two labels for each Device Target. Translation Routing will be
used, therefore two routing clients. Create labels for both the CallManager and the IPIVR.

Configure for Scripting
Call Type
Configure the requirements for Scripting in ICM. Create a Call Type of Sales_CT, a Dialed
Number of 7000 (CallManager as Routing client) and map the Dialed Number to the Call Type.
Dialed Number
Configure for Scripting
Dialed Number Mapping
The basic ICM configuration has been completed. You can install the related components and
build a Script to test your call flow.

Summary
In this lesson you performed the perquisite ICM/IPCC configuration required for IPCC
functionality.
References
Lesson 8
ICM Component Installation
Overview
In this lesson you will install the ICM Components required for IPCC Enterprise.
Objectives
Upon completing this lesson, you will be able to install the ICM Components required for
IPCC Enterprise. This ability includes being able to meet these objectives:
Install VRU PG
Install CallManager PG
Install CTI Server
Install ICM Components
Install Components
Install PG1, PG2 and CG2 MRD/Call Type

Schedule
ICM
Script
IP IVR PG Skill Target
PG2 CG2 PG1 Route
CTI
CM PG
Server Device/Peripheral Target
JTAPI Call Control Group #1
IP IVR Label
JTAPI Call Control Group #1
Call Manager 8101

8102
CTI
9501 9502 8103
8104
8105
The following components have already been installed in your lab environment:
Router
Logger
Distributor Admin Workstation
You have completed the ICM Configuration Required for IPCC Enterprise Component
installation. The PGs have been configured in ICM, but not installed yet. You will be installing
the following components:
VRU PG (PG1)
JTAPI Plugin (required for CallManager PG)
CallManager PG (PG2)
CTI Server (CG2) required for CTI OS
Install ICM Components
Install PG’s and CTI Server Components
PG1A
Router PG1A: IP IVR (VRU) PG
PIM
PG2A
Logger PG2A: CAllManager/SoftACD PG
PIM
CG2A
AW CG2A: CTI Server (in pair with CM PG)
While installing the PGs will require configuring the PIMs using information recorded during
ICM configuration.
PIM Configuration
Cisco JTAPI Client must be installed
Sprawler for CallManager PG
PG1A
CMIPIVR
Router
IP IVR
PIM
PG2A
Logger CallManager
PIM
CG2A You will add:
AW PG1A (VRU PG)
PG2A (CallManager PG)
Consider co-resident
CG2A (CTI Server)
PIM’s (Peripheral Interface Managers)
Copyright © 2006, Cisco Systems, Inc. ICM Component Installation 8-3

Begin Installation
Begin Setup
Click Add to install additional Components
A shortcut the ICM 7.0 release media has been place on the desktop of the Sprawler VM
Machine. Double click to open setup. You will notice that the Central Controller has been
configured for you. Click Add to open the ICM Components Selection window.
Add PG1 (VRU PG)
Setup VRU PG
Begin the VRU PG Setup by clicking the Peripheral Gateway
PG1A will be a VRU type PG. Select VRU from the Available Types and add to the Selected
Types area. Uncheck auto start at system startup, this will allow you to manually start and stop
the PG service
Add VRU PG
Add a Client Type “VRU”

Add PG1 (VRU PG)
Configure VRU PIM
Recorded during ICM

Configuration
You will need the information that you recorded during ICM Configuration. The VRU PIM
uses Service Control (GED 125) that you configured in the IPIVR ICM Subsystem Setup. You
defined TCP Port 9999. The VRU host name can be the machine name or IP Address of the
IPIVR. Remove the “B” side entries for the PG Network Interfaces.
Continue PG Installation
Remove “B” side entries
Add PG1 (VRU PG)
Finish the PG Installation
Check the Setup Information
Finish Setup
After finishing Setup, start the PG1A service and verify that the VRU PIM becomes active.
You will observe the settings you defined for the PIM (port 9999 etc.).
Start the PG1A Service

Install Cisco JTAPI Plugin
In Cisco JTAPI, software-based media termination is accomplished using CTI ports. CTI Ports
may have one or more lines (dialable numbers) that can be used to originate or receive calls.
CTI Ports, however, need a controlling application to provide the source and sync of the media.
An application registers its interest in the media termination port with the Cisco CallManager
then delivers all the events related to this virtual device to the application. In Cisco JTAPI, CTI
Ports are referred to as Cisco Media Terminals.
In order to implement a voice response application, for example, the JTAPI application would
manage a CTI Route Point.
Cisco Java Telephony API (JTAPI) implementation comprises Java classes that reside on all
client machines running Cisco JTAPI applications. Installation of the Cisco JTAPI
implementation must take place before Cisco JTAPI applications will function correctly. Make
sure the Cisco JTAPI classes are installed wherever JTAPI applications will run, whether on
Cisco CallManager, on a separate machine (e.g. CallManager PG), or on both.
IPCC Uses JTAPI to report agent state to the CallManager PIM, making it essentially the
“ACD”.

Install JTAPI Plugin
The JTAPI Plugin is installed for CallManager Administration
You will need to login to CallManager administration to install the plugin. https://<machine
name or IP Address>/ccmadmin. This will need to be added to trusted sites. This will also be
required when downloading and installing the JTAPI plugin.
Login to CallManager Administration
User: student This is https, so you will need to add

Pswd: training this entry to trusted sites
Add CallManager to trusted sites
Add CallManager Administration

to trusted sites
You may see this message

depending on you lab configuration
After you have logged into the CallManager Administration screen, use Applications > Install
Plugins to access the Plugins page.
Install Plugins

Install Cisco JTAPI
Scroll down the page until you see

“Cisco JTAPI” and click the icon
Add to trusted sites.
Install Cisco JTAPI
Add to trusted sites
Install Cisco JTAPI

You may be presented with a dialog only allowing you to save
the file, otherwise you may presented with the “Run” dialog. In
either scenario, you will have the opportunity to run the
installation program
Run the Cisco JTAPI Plugin installation program

If you are presented with the “Save” dialog, you will have the
opportunity to run the installation program after the download
has completed

Accept the defaults to install locally
Finish install
A restart is required for proper operation, but you will continue on by adding the CallManager
PG. You will perform a restart upon completion of the CallManager PG Setup.

Adding the CallManager PG
Install the CallManager PG
Use the desktop

shortcut to begin
setup
The Cisco CallManager PG extends the current Cisco ICM solution to perform the tasks of an
ACD. The CallManager PG function is actually not a single entity. It is a combination of CTI
Server, Call Router and OPC.
The CallManager PG architecture creates the abstraction of a virtual ACD. The role of the
CallManager PG PIM differs from traditional ACD PIMs. The CallManager PG PIM actually
implements the agent state machine. The CallManager PG PIM talks to a telephony device via
the CallManager. It requests telephony operations such as make a call, clear call, etc. The
CallManager PG PIM is also capable and responsible for agent skill and call service
assignments.

Add PG2 (CallManager PG)
Setup CallManager PG
Setup the CallManager PG as PG2 side A
Setup PG2 as a CallManager PG. Be sure to select PG2 from the dropdown list. Uncheck Auto
start at system startup. Use the information you recorded during ICM Configuration to setup the
PIM. Use the figure below to configure the CallManager PIM
Configure CallManager PIM
Ext Length e.g. 9501
IP or Machine name
of CallManager
JTAPI User Account
Add PG2 (CallManager PG)
Setup CallManager PG
Remove “B” side interface

definitions
Rebooting the machine will allow for proper operation of the JTAPI plugin.
Finish PG Setup
Check Setup information,

finish and reboot

Add a CTI Server
CTI Server Setup
Use the desktop

shortcut to begin
setup
The Cisco CTI Server provides the connection to the agent's desktop application. This
application allows the agent to perform ACD functions (log in, available, wrap up, etc.) as well
as call control functions (answer, hold, transfer, release) from their desktop PC. For the IPCC, a
CTI Server is installed in conjunction with a CallManager PG. The CTI Server can be installed
on the same machine as the CallManager PG. It is important to note that in the IPCC
configuration the DMP (Device Management Protocol) number is the same as the
CallManager PG, eg. PG1a CG1a or PG2a CG2a etc.
You will be installing the Cisco CTI OS and Cisco CTI OS Desktop application in a later
lesson.

Add a CTI Server
CTI Server Setup
The CTI Server and the CallManager PG MUST be installed in DMP

pairs (PG1 and CG1, PG2 and CG2 etc.
The CallManager PG
was installed as PG2,
therefore the CTI Server
will be CG2
CTI Server Setup
Remove the “B” side

interface definitions
Note the Port Number!

You will need this
when installing CTI OS
Add a CTI Server
CTI Server Setup
Check Setup Information

and finish setup
After setup is completed, start all Services to verify proper connections and operation.
Start Services

Verify Installed Components
Verify Processes
Check the status of the following process:

PG1A pim1 (IPIVR PIM)
CG2A ctisvr
PG2A jtapigw
PG2A pim1 (CallManager PIM)
The title bar should show “ACTIVE” for all processes listed. If there are differences, notify
your instructor.
Summary
In this lesson you performed the Component setup required for IPCC Enterprise.
References

Lesson 9
CTIOS and CTIOS Desktop
Overview
In this lesson you will install Cisco CTI Object Server (CTIOS) and the CTIOS Agent and
Supervisor Desktops.
Objectives
Upon completing this lesson, you will be able to install Cisco CTIOS and CTIOS Desktops.
Install Cisco CTIOS
Install Agent and Supervisor Desktops
Login to Agent and Supervisor Desktop
Cisco CTIOS
Cisco CTI OS
This represents the IPCC environment, It will differ somewhat
in the tradition ACD role.
Note: In this design the CTI Server and CM PG are co-resident
Cisco CTIOS Desktop

ICM Cisco CTI OS
CallManager
Cisco IP Phones
CM PG / CTI Server
The Computer Telephony Integration Object Server (CTIOS) is Cisco’s next generation
customer contact integration platform. CTIOS combines a powerful, feature-rich server and an
object-oriented software development toolkit to enable rapid development and deployment of
complex CTI applications. Together with the Cisco CTI Server Interface, CTIOS Server and
the CTIOS Client Interface Library (CIL), create a high performance, scalable, fault-tolerant
three-tiered CTI architecture.
CTI is the integration of the communications media (that is, phone, e-mail, or Web) with the
customer service platform (that is, customer databases, transaction processing systems, or CRM
(customer relationship management) software packages).
Integrating communications media with the customer service platform helps agents to service
customers better and faster in two ways. First, it enables the agent to leverage the information
and events provided by the media to direct his workflow. Second, it increases the depth and
breadth of customer information presented to the agent when the customer’s contact arrives at
the workstation.
Install CTIOS
Install CTIOS
A shortcut to the Cisco CTIOS Server setup has been placed on you desktop. Start setup and
add the Instance. The instance is the instance defined in ICM.
Add Instance
The ICM Instance must be added before installing CTI OS
Select the instance from the

dropdown list (ipcce)
Copyright © 2006, Cisco Systems, Inc. CTIOS and CTIOS Desktop 9-3
Configure CTIOS Server
Add CTIOS Server
The ICM Instance must be highlighted before you can add the CTIOS Server
CTIOS1 is default name
Highlight the instance and add the CTIOS Server. The name will default to CTIOS1. Use the
information that you recorded in earlier lessons to configure the CTI Server information and
Peripheral identifier. An entry is required for system B or it will fail. Use something “Unique”.

Enter the Name or IP Address of the Use the Logical Name
CTI Server (in this case the Sprawler) from the CallManager PIM
and the Port recorded during the CTI configuration. Use the
Server installation Peripheral ID recorded in
an earlier lesson
An entry is required for System B

Accept the defaults
Accept the defaults. Do not enable Security.

This is not a duplexed installation
Do not enable security. For more

information refer to Cisco documentation
Finish Installation
Finish CTI OS Installation

Finish the installation without restarting. You will restart after
Client Install
A new Service has been created for the CTIOS Server
Observe new Service (CTIOS1)
A new service has been created as a result of installing the CTI OS Server
Cisco CTI Toolkit Agent Desktop
Cisco CTI Toolkit Agent Desktop
The CTI Toolkit Agent Desktop call controls include:

• Answer/Release
• Hold/Retrieve
• Transfer
• Conference
• Makecall
• Alternate/Reconnect
The CTI Toolkit Agent Desktop agent state controls include:

• Login/Logout
• Ready/NotReady
• Wrap up
Cisco Toolkit Desktops are custom built agent desktop applications built with the Cisco CTI
toolkit. The Cisco CTI toolkit is a software development toolkit used to develop agent desktop
applications that interact with the CTI Object Server (CTIOS) or adding agent state controls
and call controls to existing desktop applications.
The sample Cisco CTI Toolkit Agent Desktop provides an interface that enables agents to
perform telephony call control and agent state control and allows call data to be presented to
the agent.
Agent Desktop Controls
Agent State Call Control
Cisco CTI Toolkit Supervisor Desktop

The additional capabilities of a supervisor include:
• Provide real-time agent status information of all agent team members
supervised by the supervisor for all media (voice, e-mail, and web
collaboration)
• Provide call information (call data and events) for an actively monitored
agent
• Support call monitoring features, including barge in, intercept, and silent
monitoring of agents
• Support emergency and supervisor assist calls
• Allow exchange of text messages between the supervisor and an agent team
member (chat)
• Ability to change agent state of supervised agent to Logout, Ready and Not
Ready
• Enable supervisors to control their own states for receiving assist calls
• Support for recording calls via third-party software

The Supervisor Desktop has all of the
functionality of the Agent Desktop, with
additional functions for monitoring and
managing Agent Team members.
Install CTIOS Toolkit Client Desktops
CTI Toolkit Client Installation
A shortcut to the CTIOS Client setup has been placed on your desktop. Start setup, accept the
agreement and select Drive “C”.
Accept default Drive

(C)
Check the Agent and Supervisor Desktop components. If you are interested in the Tools, go
ahead in install those as well. When arriving at the CTIOS Server Information window, enter
the name or IP Address of the Server A and leave the Port as the select value (Listen Port).

Use lower case “training” as
password for Self Signed Certificate
For more information CTIOS Client Security, refer to the CTIOS System Manager’s Guide for
Cisco ICM/IPCC Enterprise Release 7.0(0). Finish the installation allowing setup to restart the
machine.
Finish CTI Toolkit Client Installation
Verify CTIOS Server and CTIOS Client installation
Verify CTIOS Server Process
After restarting your machine, start all services and observe the
ctios server Process
Verify the ctios server process. Locate “Cisco Systems CTI Toolkit” from Start > Programs.
Cisco Systems CTI Toolkit Program Group
Open the Agent and Supervisor

Desktops from the Cisco
Systems CTI Toolkit Program
Group
Agent Login
Open Agent Desktop
Click the Login icon
Use Agent ID “21”

Password: “training”
Instrument: 9501
Login your Agent and make “ready”. Observe the Status bar.
Make Agent “Ready”
Click “Ready” icon to make Agent ready
Agent Login
Verify Device and Agent Desktop
Pickup handset on device 9501 and verify
Pickup the handset and verify status.
Supervisor Login
Open Supervisor Desktop
Login Supervisor
Agent ID: 20
Password: training
Instrument: 9502
Login Supervisor and observe the Team Real-Time Status.
Team Real-Time Status
Observe Team Real-Time Status
You are now ready to build a Routing Script using the ICM Script Editor and test your Call
flows.
Summary
In this lesson you installed the CTIOS Server and CTI Toolkit Agent and Supervisor Desktop.
References
CTIOS System Manager’s Guide for Cisco ICM/IPCC Enterprise Release 7.0(0)
Lesson 10
Translation Route Wizard
Overview
In this lesson you will use the Translation Route Wizard to create Translation Routes to be used
in scripting for a Post Route from the Callmanager.
Objectives
Upon completing this lesson, you will be able to create a Translation Route using a
CallManager as the Routing Client.
Translation Routes
In an earlier lesson, you configured an ICM

Translation Route Application with associated
Triggers on the IPIVR. In this lesson you will use the
Translation Route Wizard to create Translation
Routes to be used by the Translation Route to VRU
Node in an ICM Routing Script.
Your Instructor may revisit the Call Flows to review

the Translation Routing Behaviors in an ICM Routing
Script
When the CRS server is used as a queue point or to provide additional call treatment for a
Cisco IPCC solution in which calls are expected to be routed by the ICM to the CRS server,
you must configure ICM translation-routing applications. Each instance of ICM Translation
Routing requires its own unique CTI port group (Peripheral Trunk Group).
You will use the Translation Route Wizard to create the Translation Route. The first screen is
the introduction window. It tells the user about the required configuration entries that must be
completed before you start
Network Interface Controller
— (Pre-Routing only) This will be the originating routing client. The Routing Client that
will be issuing the route request
Peripheral Gateway
— This will be the destination Routing Client. The Routing Client that the caller will be
directed to.
Network Trunk Group
— The Network Trunk Group associated with the destination Routing Client.
Routing Clients
— The originating and destination Routing Clients must both be actual Routing Clients
configured in ICM (CallManager and IPIVR)
Trunk Groups and Trunks (Trunk Group Peripheral #1)
In a Post Routing scenario, the Peripheral Gateway would be the originating routing client.
The Routing Client that will be issuing the route request
Copyright © 2006, Cisco Systems, Inc. Translation Route Wizard 10-3

Create New
Create a new Translation Route and give it the name: IPCC_TransRoute
IPCC_TransRoute
Single peripheral, single routing client
This is a Single peripheral, single routing client configuration. The peripheral and service are
the IPIVR and the (generic) IPIVR TransRoute.SVC. This indicates the final target for the
Translation Route.

CallManager is the Post Routing Client
CallManager is the Post Routing Client. The Network Trunk Group is the Carriers view of the
trunks. Since this is post routing, it is the pointer to the Trunk Group (JTAPI Group #1)
Peripheral #1.
Network Trunk Group IPIVR_NTG1
“DNIS Pool”
In an earlier lesson, you created three JTAPI Triggers on the IPVR for the ICM Translation
Routing Application. Use the Wizard to create the DNIS range. Add DNIS range 7001 – 7003.

You will be returned to the Configure DNIS step, observe the results. Set suffix = DNIS and
include DNIS string as is (nothing additional).
The Labels have been configured. The route response to the CallManager will be 7001 – 7003
which equate to Triggers defined on the IPIVR configured to run the ICM Translation Routing
Application. Click Next and Create translation route.

Run the report and observe the results.
Verify Translation Route Wizard Results
Verify the Translation Routes using Configuration Manager.
Verify the results of the wizard

using Configuration Manager

Summary
In this lesson you used the Translation Route Wizard to create the Translation routes required
for Post Routing from the CallManager
References
Lesson 11
ICM Script and Call Tracer
Overview
In this lesson you will create an ICM Routing Script to test your Configuration and Call Flow.
Objectives
Upon completing this lesson, you will have tested you Call Flows. This ability includes being
able to meet these objectives:
Use ICM Script Editor to create a Routing Script
Use Call Tracer to test.
Use various scenarios to test you Call Flows using physical devices
IPCC Enterprise Script
7000
IPIVR No No
Prompt for Digit Yes
CED 1 ? CED 2 ? End
CollectDigits.aef
No
Yes Yes
End
Agent No Agent No
Available ? BasicQ.aef Available ? BasicQ.aef
LAA LAA
Yes Yes
Pre Sales.SG PostSales.SG
You will create an ICM Routing Script to enforce the Call Flow shown above.
Directory Number 7000 (CallManager as routing client)
Translation Route to VRU (caller will be prompted immediately)
Run CollectDigits VRU Script for CED
Test CED value to pick Skill Group
If agent is available, select LAA and return Label indicating Device Target
If no agent available, Queue to Skill Group until agent available
IPCC Routing Script
Layout Script as shown
Set the properties for the Translation Route to VRU Node using the generic Service created in
an earlier lesson. Use the IPCC_TransRoute Translation Route and Select Min Value Of = 1
(will always equal true).
Copyright © 2006, Cisco Systems, Inc. Script and Call Tracer 11-3
Setting the Min Value Of “1”will always equal “true”
IPCC Routing Script
If an Agent is available, the Queue to Skill Group

Node will behave as a Select LAA
Select the appropriate Skill Group for the Queue to Skill Group Nodes
Set the Appropriate VRU Script for the Run External Script Nodes
Available IPIVR (VRU) Scripts
IPCC Routing Script
Schedule the Script
Schedule the Script and use Call Tracer to test the routing logic of your Routing Script.
Use Call Tracer to test your Configuration
Testing with Call Tracer
No Agent available,
Queue to Skill Group
Agent available, return

Label of Device Target
Testing with IP Phones
Test using physical devices

• Use IP Phone 9503 to place calls to Directory Number
7000
• No agents ready, Queue treatment?
• Agents ready, CED works properly?
• No agent ready, place call, Queue and then make agent
ready. What happened? Why?
• Get creative!
• Cause Failures!
• It’s your lab, experiment!
Test using physical devices.
Summary
In this lesson you created a Routing Script to test your configuration and routing logic.
References
Configuration Guide ICM/IPCC Enterprise/Hosted Editions ICM/IPCC Software Release
7.0(0)

IPCCEVol1iui PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

IPCCEVol1iui PDF

Uploaded by

Copyright:

Available Formats

IPCCE

IP Contact Center Enterprise

Student Guide Volume 1

IPCC Training Curriculum

ICM Product Training Part 1

ICM Product Training Part 2

* Cisco Advanced Services offering

Learner Skills and Knowledge

• Demonstrate an overall understanding of the Cisco

Copyright © 2006, Cisco Systems, Inc. Course Introduction 3

Course Flow Diagram

Day 1 Day 2 Day 3 Day 4

Please introduce yourself!

Please Introduce Yourself

• Your name and work location

Copyright © 2006, Cisco Systems, Inc. Course Introduction 5

Additional sources of information

• Your Cisco Representative

Cisco Glossary of Terms

Copyright © 2006, Cisco Systems, Inc. Course Introduction 7

IPCC Product Overview

Cisco Customer Interaction Network

Enterprise Contact Center Objectives

Maximizing the investment in the existing

Automating more customer contacts

Seamlessly integrating all contact center

Integrating CRM with CTI from the network to

Enterprise Contact Center Objectives

Lowering telecom costs with VoIP

Consolidating disparate ACDs to IP PBX

Consolidating IT infrastructure and

Measuring success through metrics and

Managed service or hosted utility

Copyright © 2006, Cisco Systems, Inc. Overview 3

The Next Chapter in Customer Service

Customer Interaction Network

 Visibility across all customer interaction functions, systems, and processes.

Copyright © 2006, Cisco Systems, Inc. Overview 5

As the Customer Interaction Network

 Customer Interaction Networks are continually evolving

Copyright © 2006, Cisco Systems, Inc. Overview 7

Cisco ICM/IP Contact Center

Copyright © 2006, Cisco Systems, Inc. Overview 9

IP Contact Center Enterprise

 Cisco has multiple offerings in the Contact Center space.

Cisco IPCC Enterprise Features

Queuing and routing Administration

Reporting Agent Desktop

Through a combination of multi-channel contact management, intelligent routing, and network-

Copyright © 2006, Cisco Systems, Inc. Overview 11

Centralized Management and Control

IPCC Enterprise Script Editor

• One place for defining you multi-site, multi-channel

Enterprise-Wide Consolidated Reporting

• Enterprise-wide, multi-channel, normalized

ICM/IPCC Enterprise Reporting

• Historical and Real-Time

Copyright © 2006, Cisco Systems, Inc. Overview 13

Cisco IPCC Enterprise Agent Desktop Options

• Cisco Agent Desktop

Packaged, configurable agent desktop solutions

Developer tools for custom solutions

Desktop Applications – Agent Desktop

Visibility across all customer interaction functions, systems, and processes.

Customer Interaction Networks are continually evolving

Cisco has multiple offerings in the Contact Center space.