Installation Guide

What You Need Before You Install
You need the following software so that the IPCC Enterprise Gateway feature can function:
•
Cisco Unified Communications Manager (Unified CM)
•
Cisco Customer Response Solutions (for Unified IP IVR)
•
Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)
•
Cisco Agent and Supervisor Desktops or Cisco CTI OS Desktop
Note: For the Cisco Agent and Supervisor Desktops, be sure to use the release that is compatible
with Unified ICME; do not use the release that is compatible with Unified CCX.
You will need to install the Unified ICME twice, once as part of the Unified CCE child system,
and once as the Unified ICME parent.
The following table provides a list of configuration information to collect before you begin:
Table 2: Required Configuration Information
InformationUnified CCE Child
None needed. If configuration is desired it is entered in Agent
configuration and agent peripheral number is needed.
Agent
Call Type ID, Service Level Type, Service Level ThresholdCall Type
Side A CTI-Server Host IP Address/Connection PortConnection Information
Side B CTI-Server Host IP Address/Connection Port
ACD Extension (if device targets are used); agent IDs if they
are not.
Instrument
Peripheral IDPeripheral (Simplified)
Dialed NumberRoute Point
NoneService
Skill Group Peripheral NumberSkill Group
Installation and Configuration Checklist
Install the child Unified CCE system first and be sure you can route calls. Then install the parent
Unified ICME software. The following table provides the list of tasks involved in setting up
the child and parent.
Note: The IPCC Gateway feature supports only the child Unified CCE with an IPCC System
PG for use with the IPCC Enterprise Gateway PG.
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 2: - Deploying IPCC Gateway with Unified CCE
What You Need Before You Install