Quick Start Guide

Cisco IP Telephony Solutions Installation and Configuration Overview

1 Before You Begin

2 Install and Configure Cisco CallManager and Devices
3 Install and Configure Cisco Unity
4 Install and Configure Cisco IPCC
1 Before You Begin
This guide provides a high-level overview of the tasks that are involved in installing and configuring a Cisco IP telephony system.
The flexibility of the Cisco IP telephony system supports a wide variety of enterprise requirements. Because of the large number
of optional installations and configurations that are available, this guide focuses on one particular way that the applications
and systems might initially be installed and configured in your network.
Before you refer to the tasks, review these sections:
• Assumptions, page 2
• Detailed Compatibility Information, page 2
• For More Information, page 3
• Task Overview, page 3

Assumptions
These instructions assume that the designed system implements the following Cisco IP telephony products:
• Cisco CallManager
– Single cluster running on multiple servers
– Using the DC Directory
• Cisco Unity (no third-party voice-mail products)
– Cisco Unity 4.0(1)
– Set up for networking
– Not configured for failover
• Cisco IP Contact Center (IPCC)
– ICM lab system that is installed on a single server
• Cisco Catalyst 6000 Gateways
• Cisco IP Phones 7900 Series
• Cisco Bulk Administration Tool (BAT)
• Entire system in same time zone
Additionally, this guide assumes that the following characteristics and requirements for a basic Cisco IP telephony system exist:
• Initial installation of these systems, not an upgrade from previous versions
• No co-location or integration with existing PBX or other third-party analog devices
• Windows 2000 operating system with Microsoft Exchange 2000
• Applicable to all sizes of Cisco CallManager systems
• For IPCC agent support, see “Install and Configure Cisco IPCC”
As you are reviewing these tasks, some tasks might apply to particular installations; therefore, if a task describes an application,
component, or feature that you are not using, you can skip the task.

Detailed Compatibility Information

For detailed information about the compatibility of Cisco IP telephony products, refer to these sites on Cisco.com:
• Cisco CallManager—http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm
• Cisco Unity—http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_pre_installation_guides_list.html
• Cisco IPCC—http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_quick_reference_guides_list.html

2
For More Information
Because of the variety of the installations and the complexity of the procedures that are required to completely set up a Cisco
IP Telephony network, this document refers to other documents for additional information. Access these documents and
documentation for all Cisco voice products that are available from this site on Cisco.com:
http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm

Task Overview

Task
Install and Configure Cisco CallManager and Devices
Install Cisco CallManager.
Prepare the Cluster for Call Processing.
Configure System Parameters.
Configure Gateways, Conference Bridges,
and Media Resources.
Configure Route Plan.
Configure Feature Directory Numbers, IP
Phone Services, and CTI Route
Points/Ports.
Configure and Install Cisco IP Phones.
Install and Configure Cisco Unity
Install and Configure the Cisco Unity
Server.
Populate the Cisco Unity System with
Subscriber and Call Management Data.
Set Up Networking Options.
Install and Configure Cisco IPCC
Install the Cisco IPCC Software.
Configure Cisco CallManager to Support
Cisco IPCC.
Configure IP-IVR.
Configure the ICM Software.
Configure Cisco Agent Desktop.
Purpose
Cisco CallManager provides the call-processing functionality to the Cisco IP
telephony network.
Clusters enable you to allow several Cisco CallManager servers to share the same
database.
Device pools, partitions, and calling search spaces define specific characteristics
that are based on requirements such as location and class of service.
These devices provide users with access to trunks and conferencing features.
A route plan creates routing capabilities that are based on cost and class of
service.
Configure necessary directory numbers for Cisco Unity, Cisco IPCC, calling
features, and Cisco CallManager Attendant Console.
Use the Bulk Administration Tool to configure and install Cisco IP Phones.
Cisco Unity provides voice-messaging functionality to the Cisco IP telephony
system. You must install the Cisco Unity software and make configuration
changes to it and to Cisco CallManager to provide voice messaging to your users.
Configure Cisco Unity features and create subscribers.
Enable networking to other Cisco Unity servers or other voice-messaging systems.
The Cisco IP Contact Center (IPCC) software provides intelligent call routing,
network-to-desktop Computer Telephony Integration (CTI), and multimedia
contact management to contact center agents over an IP network.
(Cisco CallManager and IP interactive voice response (IP-IVR) are installed on
the MCS. Cisco Intelligent Contact Management (ICM) software components are
installed on a separate server.)
Cisco CallManager provides call processing to the IPCC applications, and you
must make some configuration changes to use IPCC with it.
Cisco IP-IVR provides an IP-based interactive voice response (IVR) solution.
ICM software provides the intelligence needed to make call-by-call routing
decisions for your contact center.
The Cisco Agent Desktop (CAD) provides productivity tools for agents and
supervisors. The desktop allows supervisors to view agent states and call
information, to send text messages to agents, to record conversations, and to
provide advanced monitoring functions.

3
2 Install and Configure Cisco CallManager and Devices
Cisco CallManager on the Cisco Media Convergence Server (MCS) and the Cisco-approved, customer-provided server provides
a network business communications system for high-quality telephony over IP networks.

Install Cisco CallManager

Before you attempt to install Cisco CallManager, obtain the appropriate installation documentation, the required hardware, and
the data that you must enter during the installation.

Task Purpose For More Information

1. Using the Cisco IP Telephony You install a Cisco-provided version of Installing the Operating System on the
Server Operating System Microsoft Windows 2000 Server, intended Cisco IP Telephony Applications Server
Hardware Detection CD-ROM for use with Cisco CallManager only.
and the server-specific Cisco IP
Telephony Server Operating
System Installation and
Recovery CD-ROM that ship
with Cisco CallManager, install
the operating system on each
server in the cluster in which
you plan to install
Cisco CallManager.

Note This version of the

operating system does
not support
Cisco Unity.

2. Install Cisco CallManager on all During the installation, you install Microsoft Installing Cisco CallManager
servers in which you want to run SQL Server 2000, Microsoft SQL Server Release 3.3
Cisco CallManager. 2000 Service Pack 2.0, DC Directory,
This document assumes that you Cisco CallManager, Cisco CallManager
install Cisco CallManager on Administration, and the services that are
eight servers (one publisher needed for call processing.
database server, two subscriber
servers, four backup
subscribers, and one
Cisco TFTP server).

Browse into Cisco CallManager Administration to Perform Configuration Tasks

Cisco strongly recommends that you do not run a web browser on the Cisco MCS or any Cisco-approved, customer-provided
server. Running a web browser on the server causes CPU usage to surge.
Using a different PC (one that does not run Cisco IP telephony applications), you can browse into Cisco CallManager
Administration, the graphical user interface (GUI) where you perform Cisco CallManager configuration tasks, by entering
http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar of
the web browser.
From Cisco CallManager Administration, you can access Cisco CallManager Serviceability. To access Cisco CallManager
Serviceability, choose Applications > Cisco CallManager Serviceability. The Cisco CallManager Serviceability GUI
automatically displays.

4
Note You perform all Cisco CallManager configuration tasks in this document in Cisco CallManager Administration, unless
otherwise indicated in the task.

Evaluate your requirements before you begin the configuration process. If you determine that you need to change your
requirements during the configuration process, you can return and reconfigure at any point in the process.

Prepare the Cluster for Call Processing

Task Purpose For More Information

1. In Cisco CallManager The activated services enable you to run Cisco CallManager Serviceability
Serviceability, choose Tools > Cisco CallManager and other applications. Administration Guide, Service
Service Activation . When you activate a service in Service Activation chapter.
Activate the following services: Activation, all dependent services that are Cisco CallManager System Guide,
required to run the application automatically Services chapter.
• On the publisher database get activated on the server.
server—Cisco Database Layer
Monitor, Cisco RIS Data
Collector, and Cisco CDR Insert
• On the two subscriber
servers—Cisco Database Layer
Monitor, Cisco CallManager,
Cisco Realtime Information
Server (RIS) Data Collector, and
Cisco Telephony Call
Dispatcher (TCD),
Cisco CTIManager,
• Four backup subscribers—Cisco
IP Manager Assistant (IPMA),
Cisco CallManager Extension
Mobility, Cisco CTIManager,
Cisco IP Voice Media Streaming
Application
• On the Cisco TFTP
server—Cisco Database Layer
Monitor, Cisco TFTP, Cisco RIS
Data Collector
2. Add monitoring and alarm Administrator uses these tools for preventive Cisco CallManager Serviceability
support. maintenance by looking for potential Administration Guide
problems and fixing them before they affect Cisco CallManager Serviceability System
performance. Guide
3. Install and configure three test Administrator uses test phones to confirm Cisco IP Phone Administration Guide
phones. and test configurations. for Cisco CallManager
4. Configure Cisco CallManager Configuring these groups provides failover Cisco CallManager Administration
Groups. and load balancing. Divide the number of Guide, Cisco CallManager Group
units (phones, lines, users) equally between Configuration chapter.
the servers in the cluster.

Note During failover, ensure that the

number of units does not exceed
the limit for load balancing.

5
Configure System Parameters
This section provides the information to configure device pools, partitions, and calling search spaces. Cisco recommends
configuring partitions and calling search spaces for systems of all sizes.

Task Purpose For More Information

1. Configure device pools.
2. Configure partitions.
3. Configure calling search space
(CSS).
4. Configure regions and
locations.
Note Consider this step as
optional.
The device pools define common Cisco CallManager Administration
characteristics for devices. Set up device Guide, Device Pool Configuration
pools based on company needs such as chapter.
location, department, and class of service.
Partitions facilitate security and call routing Cisco CallManager Administration
by dividing the route plan into logical Guide, Partition Configuration chapter.
subsections such as locations (gateways
accessed by area code) and class of service
(allow/block calls).
CSS contains the list of partitions to which a Cisco CallManager Administration
user has access. See the preceding purpose of Guide, Calling Search Space
partitions. Configuration chapter.
Regions specify codecs that are used within Cisco CallManager Administration
and between regions. Locations implement Guide, Region Configuration and
call admission control that is used to regulate Location Configuration chapters.
voice quality by limiting bandwidth.

Configure Gateways, Conference Bridges, and Media Resources

This section provides the information to configure gateways, conference bridges, and media resources.

Task Purpose For More Information

1. Add and configure gateways.
2. Add and configure conference
bridges.
3. Configure media resource
groups.
Gatewyas provide access to trunks. If Cisco CallManager Administration
gateways are at multiple sites, ensure Guide, Gateway Configuration chapter.
sufficient bandwidth between gateways and
phones. Configure enough channels for the
user to access trunks.
Conference bridges provide ad hoc and Cisco CallManager Administration
meet-me conferencing. Add these to the Guide, Conference Bridge Configuration
media resource group. Consider bandwidth and Meet-Me Number/Pattern
between sites and analyze the functional Configuration chapters.
groups that are using conference bridges
(president and executive management have
own conference bridge)
These groups create class of service for Cisco CallManager Administration
conferences and defines groups for available Guide, Media Resource Group
conferences. Media resource groups allow Configuration chapter.
music or no music based on the group to
which a user belongs.

6
Configure Route Plan
This section provides the information to configure route groups, route lists, route patterns, and route filters.

Task Purpose For More Information

1. Configure route group.
2. Configure route list.
3. Configure route pattern.
4. Configure route filter.
Route groups prioritize a list of gateways and Cisco CallManager Administration
ports for outgoing trunk selection. Analyze Guide, Route Group Configuration
service providers and cost of trunk. chapter.
Route lists ssociate a set of route groups with Cisco CallManager Administration
a route pattern and determines priority of Guide, Route List Configuration
access (least expensive to most expensive). chapter.
Use route patterns with route filters and Cisco CallManager Administration
route lists to direct calls to specific devices Guide, Route Pattern Configuration
and to include, exclude, or modify specific chapter.
digit patterns. Based on closest match,
consider the types of calls to block or allow.
Route filters apply only to NANP and Cisco CallManager Administration
specifically identify the pattern to route or Guide, Route Filter Configuration
block calls. chapter.

Configure Feature Directory Numbers, IP Phone Services, and CTI Route Points/Ports
This section provides the information to configure call pickup and call park directory numbers, Cisco IP Phone services, CTI
route points and CTI ports for Cisco IPCC, and voice mail pilot and voice mail port directory numbers for Cisco Unity.

Task Purpose For More Information

1. Configure call pickup/park.
2. Configure IP Phone services.
Ensure that this optional feature has a Cisco CallManager Administration
directory number and partition assigned to Guide, Call Park Configuration, and
it. Assign the partition to specific users (such Call Pickup and Group Call Pickup
as management) to allow access. Configuration chapters.
Define and add the services that are available Cisco CallManager Administration
to users. Guide, Cisco IP Phone Services
Configuration chapter.

Note If you add these now, you will

eliminate duplicate entries when
using BAT.

3. Configure CTI route points for
Cisco IPCC.
4. Configure CTI ports for
Cisco IPCC.
5. Configure voice-mail ports for
Cisco Unity.
See the “Install and Configure Cisco IPCC”
section on page 13 for IPCC
recommendations.
See the “Install and Configure Cisco IPCC”
section on page 13 for IPCC
recommendations.
Creates voice ports to connect to the
Cisco Unity server, message waiting
indicators (MWI) extensions, voice-mail
pilot number, voice-mail profile, and
voice-mail server parameters to enable
Cisco Unity voice mail.
Cisco CallManager Administration
Guide, CTI Route Point Configuration
chapter.
Cisco CallManager Administration
Guide, Cisco IP Phone Configuration
chapter.
Cisco CallManager 3.3 Integration
Guide for Cisco Unity 4.0, Setting Up
Cisco CallManager section.

7
Task
6. Configure service parameters
for Cisco Unity.
7. Configure voice-mail pilot
directory numbers for
Cisco Unity.
8. Configure Cisco CallManager
Attendant Console.
Configure and Install Cisco IP Phones
This section provides the information to configure and install Cisco IP Phones. Add phones by using the Bulk Administration
Tool.
Task
1. Use BAT to create the template
and add user names into
spreadsheet
2. Use BAT to add the devices,
users, and associate devices with to Cisco CallManager database.
users.
3. Install phones.
8
Purpose For More Information
Configures the Cisco CallManager service Cisco CallManager 3.3 Integration
parameters to enable Cisco Unity voice mail. Guide for Cisco Unity 4.0, Setting Up
Cisco CallManager section.
See the “Install and Configure Cisco Unity” Cisco CallManager Administration
section on page 9 for Unity Guide, Cisco Voice Mail Pilot
recommendations. Configuration chapter.
This optional feature helps attendants handle Cisco CallManager Administration
calls for a department or company. Guide, Cisco CallManager Attendant
Console Configuration chapter.
Purpose For More Information
A template specifies the information needed Bulk Administration Tool User Guide
for the phone and user (such as partitions,
calling search space, features).
BAT adds large number of phones and users Bulk Administration Tool User Guide
Physically connect phones to the Cisco IP Phone Administration Guide
Cisco CallManager system. for Cisco CallManager
3 Install and Configure Cisco Unity
Use the following task list to install the Cisco Unity system correctly on a supported platform other than the Cisco ICS 7750.
For additional information about these tasks, be sure to refer to the documents that are noted in the list, which might include
Cisco Unity documentation other than the Cisco Unity Installation Guide.

Install and Configure the Cisco Unity Server

Task Purpose For More Information

1. Prepare to install Unity.
2. Configure array controllers,
install Windows 2000 Server,
and create the logical drives.
3. Customize the Cisco Unity
platform.
4. Install and configure Exchange. Cisco Unity stores voice messages in the
Exchange 2000 message store, the Exchange
5.5 message store, or both.
5. Create the accounts that are
required for the Cisco Unity
installation and set rights and
permissions.
6. Install and configure
Cisco Unity software.
Installing Unity is a complex process. Ensure
that you have the necessary tools and have
made the decisions that are required to
facilitate a smoother installation experience.
For the system to work properly, ensure that
Windows 2000 and several components are
installed as instructed.
In the customization process, you check for
and install several Windows components, as
well as the browser, database, and service
packs. You also assign an IP address and
verify the network connection.
Before you can run the Cisco Unity
installation program, you must create several 8, “Creating Accounts, and Setting
domain accounts and assign the necessary
permissions to those accounts.
Cisco Unity, a Windows 2000-based
communications solution, provides voice
mail and unified messaging and integrates
them with desktop applications.
• Cisco Unity Installation Guide,
Chapter 2, “Preparing for the
Installation”
• Cisco Unity 4.0 System
Requirements, and Supported
Hardware and Software on
Cisco.com at
http://www.cisco.com/en/US/produc
ts/sw/voicesw/ps2237/prod_pre_inst
allation_guides_list.html
• Cisco CallManager 3.3 Integration
Guide for Cisco Unity 4.0,
“Requirements” section
• Cisco Unity Bridge System
Requirements, and Supported
Hardware and Software (as
appropriate) on Cisco.com at
http://www.cisco.com/en/US/produc
ts/sw/voicesw/ps2237/prod_pre_inst
allation_guides_list.html
Cisco Unity Installation Guide, Chapter
4, “Installing the Operating System”
Cisco Unity Installation Guide, Chapter
5, “Customizing the Cisco Unity
Platform”
Cisco Unity Installation Guide, Chapter
7, “Setting Up the Message Store”
Cisco Unity Installation Guide, Chapter
Rights and Permissions”
Cisco Unity Installation Guide, Chapter
9, “Installing and Configuring the Cisco
Unity Software”

9
Task
7. Create the integration with
Cisco CallManager.
8. Install any optional software.
9. Create an emergency repair
disk.
10. Set up authentication for the
Cisco Unity Administrator web
application.
11. Set up Cisco Unity to use SSL, if Using the SSL protocol ensures that all
applicable.
Populate the Cisco Unity System with Subscriber and Call Management Data
Task
1. Define system schedules.
2. Set up phone, GUI, and TTS
languages.
3. Set up third-party fax, if
applicable.
4. Create a call management plan.
10
Purpose For More Information
Cisco Unity must be configured to enable Cisco CallManager 3.3 Integration
voice mail for Cisco CallManager. Guide for Cisco Unity 4.0, Creating a
New Integration with the
Cisco CallManager Phone System
section.
You can install backup utilities, security Cisco Unity Installation Guide, Chapter
software, virus scanning software, and 10, “Installing Optional Software”
optional service packs, as instructed here.
You can use this disk to repair your computer Windows 2000 Help
if it will not start or if your system files are
damaged.
Cisco Unity requires that an administrator Cisco Unity Installation Guide, Chapter
has a Cisco Unity subscriber account with 11, “Setting Up Authentication for the
class of service (COS) rights to access the Cisco Unity Administrator”
Cisco Unity Administrator and that the
identity of the administrator is authenticated
by a name and password. You can choose
which IIS authentication method you want to
use for the Cisco Unity Administrator.
Cisco Unity Installation Guide, Chapter
subscriber credentials—as well as the 12, “Setting Up Cisco Unity to Use SSL”
information that a subscriber enters on any
page in the Cisco Unity Administrator or
Cisco PCA—are encrypted as the data is sent
across the network.
Purpose For More Information
Schedules comprise one variable that Cisco Unity System Administration
Cisco Unity uses to manage calls. Guide, “Schedule Settings” and
“Holiday Settings” sections in the
“System Settings” chapter
Cisco Unity plays prompts to subscribers and Cisco Unity System Administration
callers in the phone languages, plays e-mail Guide, “Multiple Languages” chapter
messages over the phone in the TTS
languages, and displays the Cisco Unity
Administrator and Cisco Personal
Communications Assistant (CPCA) in the
GUI languages.
Integrating a fax server with Cisco Unity Cisco Unity System Administration
allows subscribers to manage their fax Guide, “Integrating a Fax Server with
messages in much the same way that they Cisco Unity” chapter
manage other types of messages on Cisco
Unity.
Careful planning for your system Cisco Unity System Administration
components—call handlers, interview Guide, “Call Management” chapter
handlers, directory handlers, and call routing
tables—represents the key to setting them up
efficiently. Creating a call management map
provides a way to document your plan.
5. Prepare to create regular
subscribers.
6. Test the system configuration.
7. Create subscribers.
8. Assign subscribers to screen
those messages that are left in
Cisco Unity that are not
associated with a specific
recipient, such as those left to
the Unaddressed Messages
distribution list or for the
Opening Greeting call handler.
9. Modify individual subscriber
accounts as needed.
10. Implement and then test the call Cisco Unity provides several tools that
management plan.
11. Back up Cisco Unity.
12. As appropriate, set up
subscribers to use the Cisco
Personal Communications
Assistant (PCA) and ViewMail.
Before adding subscribers, you define several Cisco Unity System Administration
variables that will apply to groups of (or all) Guide, “Before Creating Subscriber
subscribers, such as account policy, classes of Accounts” section in the “Creating
service, enhanced phone security, public Subscriber Accounts” chapter
distribution lists, and subscriber templates.
Before creating more subscribers, ensure that Cisco Unity Installation Guide, Chapter
your system is properly configured for a 2, “Mandatory Tasks for Installing Cisco
single subscriber and make any necessary Unity”
corrections.
Each regular Cisco Unity subscriber account Cisco Unity System Administration
associates with a Windows domain account Guide, “Creating Subscriber Accounts”
and with an Exchange mailbox in which chapter
Cisco Unity stores voice messages.
Cisco Unity stores information about
subscriber accounts in a SQL database on the
Cisco Unity server. In addition, the directory
also stores a small subset of subscriber
account information.
In some situations, messages left in Cisco Unity System Administration
Cisco Unity do not associate with a specific Guide, “Message Handling” section in
recipient, so they must be screened and the “Default Accounts and Message
routed to the appropriate subscriber or call Handling” chapter
handler. Assign to a subscriber the
responsibility of reviewing these messages
frequently.
When a subscriber account is created, it Cisco Unity System Administration
contains the settings that are defined in the Guide, “Subscriber Settings” chapter
subscriber template upon which it is based.
You can customize these default settings, and
subscribers can also customize some settings.
Cisco Unity System Administration
enable you to answer calls and take Guide.
messages, provide menus of options, provide • “Call Handler Settings” chapter
directory assistance, collect information
from callers by playing a series of questions • “Directory Handler Settings”
and then recording the answers, define how chapter
calls are initially routed, and control • “Interview Handler Settings”
outgoing calls. chapter
• “Call Routing” chapter
The software that is installed on a White Paper: Backing Up and Restoring
Cisco Unity server includes Microsoft a Cisco Unity System
Windows 2000 Server, Microsoft SQL Server
2000 or MSDE 2000, and, for some
configurations, Microsoft Exchange 2000 or
Exchange 5.5. A number of suitable backup
software applications exist that are tailored
to back up the software and data on the
Cisco Unity and Cisco Unity Bridge servers.
Subscribers use the Cisco PCA to access the Cisco Unity System Administration
Cisco Unity Assistant and the Cisco Unity Guide, “Setting Up Client Applications”
Inbox. chapter
11
Set Up Networking Options

Task Purpose For More Information

13. If the system is using Digital
Networking, Internet
Subscribers, SMTP Networking,
AMIS Networking, or VPIM
Networking, set up Cisco Unity
networking options.
14. If the system is using the
Cisco Unity Bridge, install the
Bridge server and set up
Cisco Unity and the bridge for
networking.
If you require messaging between
Cisco Unity servers, or between Cisco Unity
and other voice-messaging systems, you must
set up the appropriate networking options.
If you require messaging between a
Cisco Unity system and an Octel system on
an Octel analog network, you must set up the
appropriate networking options.
Networking in Cisco Unity
• Cisco Unity Bridge Installation
Guide
• Cisco Unity Bridge Configuration
Guide.

12
4 Install and Configure Cisco IPCC
The Cisco IP Contact Center (IPCC) software provides intelligent call routing, network-to-desktop Computer Telephony
Integration (CTI), and multimedia contact management to contact center agents over an IP network. Its components include
Cisco Intelligent Contact Management Software (ICM), Cisco CallManager, Cisco VoIP Gateways and Cisco IP Phones,
Cisco Interactive Voice Response Unit (IVR), and Cisco Agent Desktop (CAD).
Implementing a large call center often begins with implementing a very small “laboratory” call center, with few agents. This
allows customers to use a small ICM system to test out the business rules that will be implemented using scripts and database
queries, before going into production with a complex, mission-critical system: the larger the call center, the greater the need for
this initial stage. This section on IPCC gives an overview of the tasks that are involved in creating this real, but preliminary,
system. It would exceed the size and scope of this document to follow this with the tasks that are involved in creating the
full-scale system.

Install the Cisco IPCC Software

Task Purpose For More Information

1. Install the IP-IVR software on
the MCS.
2. Install the ICM software on the
server.
3. Install the JTAPI Client on the
server where the ICM software
is installed.
4. Install the CAD software.
IP-IVR automates the handling of calls by Installing Cisco CRA
autonomously interacting with users. You
can use IP-IVR to extract and parse
Web-based content and present the data to
customers by using a telephony or web
interface.
As part of IPCC, ICM software provides Cisco ICM Software IPCC Installation
ACD functionality that includes monitoring Guide
and control of Agent State, routing and
queuing of contacts, CTI capabilities,
real-time data for agents and supervisors,
and historical reporting for management.
The Cisco Java Telephony Application Cisco ICM Software IPCC Laboratory
Programming Interface (JTAPI) Client Guide
empowers application developers to enable
their Java-based business applications for
enterprise CTI. The JTAPI Client does this by
encapsulating the communication protocol
that is exposed by the CTI server in a
simple-to-use Java bean.
CAD includes a CTI screen pop, softphone, Cisco Desktop Product Suite Installation
and supervisor to agent coaching Guide
capabilities. The softphone component
enables agents to customize functionality to
meet individual needs. The desktop allows
supervisors to view agent states and call
information, send text messages to agents,
record conversations, and provide advanced
monitoring functions. The Silent Monitor
function provides the ability for a supervisor
to select an agent and monitor calls in real
time.

13
Configure Cisco CallManager to Support Cisco IPCC
Task
1. Configure the IP phones.
2. Configure CTI route points.
3. Configure CTI ports.
4. Create JTAPI users.
5. Configure the IP settings on
each Cisco IP Phone.
14
Purpose For More Information
To function within Cisco CallManager, you Cisco ICM Software IPCC Laboratory
must configure the IP phones using Guide
Cisco CallManager Administration.
A CTI route point specifies the number that Cisco ICM Software IPCC Laboratory
a caller dials to access the application. It Guide
represents a virtual device that can receive
multiple, simultaneous calls for the purpose
of application-controlled redirection. Calls
get directed to CTI route points, which
subsequently route the call to an available
CTI port.
Applications that use CTI route points
include the Cisco IP Interactive Voice
Response (IP-IVR) system and Cisco JTAPI
with ICM.
A CTI port represents a virtual port, which is Cisco ICM Software IPCC Laboratory
analogous to a trunk line in a traditional Guide
ACD or PBX setting. The CTI port allows
access to the post routing capabilities of the
IP-IVR.
You must configure a CTI port for each CTI
route point that you configure.
Cisco CallManager supports JTAPI for Cisco ICM Software IPCC Laboratory
deploying telephony applications. After you Guide
install Cisco JTAPI, you can access the
Cisco CallManager directory. The directory
stores user profiles, application logic, and
network-specific configuration information,
such as the location of network resources and
system administrator authentication. Cisco
JTAPI uses the directory to determine devices
that it has the privilege to control.
You must configure a JTAPI user for the
connection to the ICM software and a second
JTAPI user for the connection to the IP-IVR.
You need to set the configuration of each IP Cisco ICM Software IPCC Laboratory
phone, so you can find the IP address and Guide
connect to Cisco CallManager.
Configure IP-IVR
Task
1. Open IP-IVR Application
Administration by entering the
Cisco IP-IVR system URL in
your browser:
http://<IP-IVR server name>
/AppAdmin
2. Configure the Directory Profile
by choosing Directory.
3. Configure JTAPI users in IP-IVR You must configure one JTAPI user in
by choosing JTAPI.
4. Configure CTI port groups by
choosing JTAPI > Add a new
CTI Port Group.
5. Configure CTI route points.
6. Configure ICM subsystem by
choosing ICM > ICM VRU
Scripts > Add a new script.
7. Create and upload VRU scripts
by choosing Start > Programs >
Cisco CRA Administrator >
Cisco CRA Editor from the
desktop.
8. Start the Application Engine by
choosing Engine.
Purpose For More Information
To perform the following tasks that are Cisco ICM Software IPCC Laboratory
required to configure IP-IVR, you must use Guide
the IP-IVR Application Administration
application, unless otherwise noted.
The directory profile contains the directory Cisco ICM Software IPCC Laboratory
host name or IP address, directory port Guide
number, directory user (DN), directory
password, base context, server type, and the
configuration profile name. Two directories
associate with each IP-IVR system: the
Configuration Directory and the Repository.
Cisco ICM Software IPCC Laboratory
Cisco CallManager for every Cisco IP-IVR Guide
system. This configuration allows the IP-IVR
system to control CTI ports and CTI route
points.
You use CTI port groups to associate Cisco Cisco ICM Software IPCC Laboratory
IP-IVR, translation routes, post routes, busy Guide
treatments, and reroute on ring-no-answer
treatments with a Cisco ICM trunk group.
A CTI route point represents a virtual device Cisco ICM Software IPCC Laboratory
that can receive multiple, simultaneous calls Guide
for the purpose of application-controlled
redirection.
The ICM subsystem of the Cisco IP-IVR Cisco ICM Software IPCC Laboratory
system allows the IP-IVR system to interact Guide
with the ICM software. ICM software
provides a central control system that directs
calls to various human and automated
systems, such as Voice Response Units
(VRUs) and Automatic Call Distributors
(ACDs). Cisco ICM routing scripts can direct
calls based on various criteria, such as time
of day or the availability of subsystems.
You can use VRU scripts to welcome the Cisco ICM Software IPCC Laboratory
caller, to play music while the caller waits, or Guide
perhaps to collect an account number.
The Application Engine provides the Cisco ICM Software IPCC Laboratory
execution vehicle for AutoAttendant (AA) or Guide
IP-IVR flows.
15
Configure the ICM Software

Task Purpose For More Information

1. From your server, open the To perform the following tasks required to Cisco ICM Software IPCC Laboratory
Cisco Admin Workstation configure the ICM software, you must use Guide
Group and double-click the the Configuration Manager application,
Configuration Manager icon. unless otherwise noted.
2. Configure a network VRU by A Voice Response Unit (VRU) represents a Cisco ICM Software IPCC Laboratory
choosing Targets > Network telecommunications computer, also called an Guide
VRU > Network VRU Explorer. Interactive Voice Response (IVR) unit, that
responds to caller-entered digits. The
Network IVR feature in ICM software lets
you divert a call to a VRU for additional
processing. Each routing client can have one
or more associated Network VRUs.
3. Configure agent desk settings by Agent desk settings define a set of properties Cisco ICM Software IPCC Laboratory
choosing Configure ICM > that are associated with a group of agents. Guide
Enterprise > Agent Desk The agent desk settings are analogous to a
Settings > Agent Desk Settings class of service (or restriction on an ACD).
List. Configure the Agent Desk Settings entries
that are needed for a site before configuring
the agents. Agents get assigned desk settings
when they are configured.
4. Configure the PG by choosing The IPCC PG has two PIMs that you created Cisco ICM Software IPCC Laboratory
Tools > Explorer Tools > PG when you installed the ICM software. The Guide
Explorer. Cisco CallManager peripheral extends the
current ICM software to perform the tasks of
an ACD. It combines a number of ICM
products such as CTI server, CallRouter, and
OPC. The combination of the ICM products
eliminates the need for a physical ACD.
5. Configure network trunk For IPCC, the Network Trunk Group serves Cisco ICM Software IPCC Laboratory
groups by choosing Configure as the placeholder in the ICM database for Guide
ICM > Peripherals > Trunk the Trunk Group.
Group > Network Trunk Group
Explorer.
6. Configure trunk groups by An ICM Trunk Group comprises a collection Cisco ICM Software IPCC Laboratory
choosing Configure ICM > of trunks that are associated with a single Guide
Peripherals > Trunk Group > peripheral and usually are used for a
Network Trunk Group Explorer common purpose. A trunk represents a
> Add Trunk Group. telephone line that is connected to a call
center and is used for incoming or outgoing
calls.
7. Configure Dialed Numbers by The Dialed Number (DN) represents the Cisco ICM Software IPCC Laboratory
choosing Tools > List Tools > telephone number that the customer calls to Guide
Dialed Number List. contact an agent.
8. Configure services by choosing A service refers to a type of processing that a Cisco ICM Software IPCC Laboratory
Configure ICM > Peripherals > caller requires. It often associates with a Guide
Service > Service Explorer. peripheral and is sometimes called a
peripheral service.

16
Task
9. Configure skill groups by
choosing Configure ICM >
Peripherals > Skill Group > Skill
Group Explorer
10. Attach skill groups to services
by choosing Configure ICM >
Peripherals > Service > Service
Explorer.
11. Configure agents by choosing
Configure ICM > Peripherals >
Agent > Agent Explorer.
12. Add agents to skill groups by
choosing Configure ICM >
Peripherals > Agent > Agent
Explorer > Skill Group
Membership.
13. Configure routes by choosing
Configure ICM > Targets >
Route > Service Explorer.
14. Configure device targets by
choosing Configure ICM >
Targets > Device Target >
Device Target Explorer.
15. Configure labels by choosing
Targets > Label > Label List.
Purpose For More Information
A skill group designates a collection of agents Cisco ICM Software IPCC Laboratory
that share a common set of skills. Skill Guide
groups sometimes associate with a peripheral
and are referred to as Peripheral Skill
Groups. One can be a member of zero to as
many skill groups as is practical. Skill groups
generally represent members of Services.
They serve to organize agent availability by
skill set. This method allows decision making
to find the best agent for a request.
To make a skill group a member of a desired Cisco ICM Software IPCC Laboratory
service, you must attach the skill group to the Guide
service. By attaching skill groups to services,
you create an organizational structure that
allows you the maximum flexibility in
routing calls to the correct agents.
The agent designates the person who Cisco ICM Software IPCC Laboratory
responds to requests from the customer. Guide
Agents can associate with a peripheral and be
a member of one or more skill groups or
services. You can also group agents into
agent teams.
Contact center managers can assign agents to Cisco ICM Software IPCC Laboratory
the most appropriate skill groups according Guide
to their talents and skills. This method helps
ensure that the most appropriate agent for a
request responds to the customer. Ensure that
an IPCC Agent is assigned to at least one skill
group.
The route specifies a value that is returned by Cisco ICM Software IPCC Laboratory
a routing script that maps to a target or a Guide
peripheral. Those targets include services,
skill groups, agents, translation routes,
queue points, or CTI route points. ICM
software converts a route to a label (for
ACDs) or a device target (for IPCC) to direct
the destination of a request.
A device target specifies a telephony device Cisco ICM Software IPCC Laboratory
that a telephone number can uniquely Guide
address. A device target does not associate
with any one peripheral. Ensure that each
device target has one or more labels
associated with it, although only one label
may exist per routing client.
A label specifies the value that ICM software Cisco ICM Software IPCC Laboratory
returns to a routing client instructing it Guide
where to send the call. The routing client can
map the label to an announcement, a trunk
group and DNIS, or a device target. Special
labels might instruct the routing client to
take another action such as playing a busy
signal or an unanswered ring to the caller.
17
Task Purpose For More Information
16. Configure call types by choosing A call type designates a category of an Cisco ICM Software IPCC Laboratory
Tools > List Tools > Call Type incoming call. Guide
List.
17. Configure network VRU scripts A VRU script on ICM comprises the Cisco ICM Software IPCC Laboratory
by choosing Targets > Network configured record for the VRU script that Guide
VRU Script > Network VRU resides on the IP-IVR. A VRU script executes
Script List. to collect digits, play hold music, or perform
many other common IVR functions.
18. Create ICM scripts. ICM software determines the best way to ICM Software Script Editor Guide
handle a call through routing scripts, which
contain instructions that can classify the call
as a particular call type, determine the best
destination for the call, and direct the call to
the appropriate agent.
19. Schedule ICM scripts. You can schedule ICM scripts to be used at ICM Software Script Editor Guide
different times.

Configure Cisco Agent Desktop

Task Purpose For More Information

1. Check ICM for two You need these configurations for the Cisco Cisco Desktop Product Suite Installation
configurations: Agent Desktop (CAD). Guide
– During the installation of The CAD installation process requires this
SQL server, on the network login ID.
protocol box, check the
TCP sockets and the Named
pipes options.
– In the SQL Enterprise
Manager on the ICM
system, create a new login
ID for the CAD Rascal
Database. Use “caduser”
for both the user name and
password and grant system
administration privileges.
2. Gather the following The CAD server needs to access these other Cisco Desktop Product Suite Installation
information: systems over the IP telephony network. Guide
– Cisco CallManager—IP
address or host name and
peripheral ID
– IP-IVR information—IP
address or host name
– CTI server—port number
– ICM software—IPCC
instance name

18
Task
3. Install CAD server software on
the server, and under Servers,
choose all of the servers listed,
but do not choose Secondary
Directory Service.
4. Install Cisco Agent Desktop
software on the workstation,
and choose these options during
installation:
– Under Administration, the
Desktop Administrator
– Under Supervisors, the
On-site Supervisor Desktop
– Under ACD Agents, the
Agent Desktop
– Under Documentation, the
Cisco Desktop Manuals
5. Configure and enable the Cisco
Catalyst switch.
Purpose For More Information
Install the CAD server software on the same Cisco Desktop Product Suite Installation
server where you installed the ICM sprawler. Guide
The desktop allows supervisors to view agent Cisco Desktop Product Suite Installation
states and call information, send text Guide
messages to agents, record conversations,
and provide advanced monitoring functions.
CAD provides a silent monitoring feature. Refer to the documentation included
The silent monitor function provides the with the Cisco Catalyst switch.
ability for a supervisor to choose an agent
and monitor calls in real time.
If you plan to use this feature in your
laboratory, you need the Cisco Catalyst 2900
or 3500 switch. The Catalyst 3500 switch
provides the inline power for the Cisco IP
Phones to plug in to the network. You need
the Cisco Catalyst switch, so you can
configure a span on the actual network to
which you connect. You must connect to the
switch via the console or telnet connections.
19
Corporate Headquarters European Headquarters Americas Headquarters Asia Pacific Headquarters
Cisco Systems, Inc. Cisco Systems International BV Cisco Systems, Inc. Cisco Systems, Inc.
170 West Tasman Drive Haarlerbergpark 170 West Tasman Drive Capital Tower
San Jose, CA 95134-1706 Haarlerbergweg 13-19 San Jose, CA 95134-1706 168 Robinson Road
USA 1101 CH Amsterdam USA #22-01 to #29-01
www.cisco.com The Netherlands www.cisco.com Singapore 068912
Tel: 408 526-4000 www-europe.cisco.com Tel: 408 526-7660 www.cisco.com
800 553-NETS (6387) Tel: 31 0 20 357 1000 Fax: 408 527-0883 Tel: +65 6317 7777
Fax: 408 526-4100 Fax: 31 0 20 357 1100 Fax: +65 6317 7799

Cisco Systems has more than 200 offices in the following countries. Addresses, phone numbers, and fax numbers are listed on the
Cisco Web site at www.cisco.com/go/offices
Argentina • Australia • Austria • Belgium • Brazil • Bulgaria • Canada • Chile • China PRC • Colombia • Costa Rica • Croatia • Czech Republic • Denmark • Dubai, UAE
Finland • France • Germany • Greece • Hong Kong SAR • Hungary • India • Indonesia • Ireland • Israel • Italy • Japan • Korea • Luxembourg • Malaysia • Mexico
The Netherlands • New Zealand • Norway • Peru • Philippines • Poland • Portugal • Puerto Rico • Romania • Russia • Saudi Arabia • Scotland • Singapore • Slovakia
Slovenia • South Africa • Spain • Sweden • Switzerland • Taiwan • Thailand • Turkey • Ukraine • United Kingdom • United States • Venezuela • Vietnam • Zimbabwe

CCVP, the Cisco logo, and Welcome to the Human Network are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.; and Access Registrar,
Aironet, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo,
Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, IP/TV, iQ Expertise, the iQ logo, iQ Net
Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networkers, Networking Academy, Network Registrar, PIX, ProConnect, ScriptShare, SMARTnet, StackWise, The Fastest Way to
Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.
(0711R)

Printed in the USA on recycled paper containing 10% postconsumer waste.

OL-3631-01
DOC-78xxxxx=