Installation Guide

Introduction
This manual explains how to install the major components of Intelligent Contact Management
(ICM) software. The ICM platform is a contact routing system that runs on several PCs (or
nodes) which may be distributed across many sites.
This chapter includes the following:
•
Where to find information relating to ICM pre-installation tasks.
•
Information you will need before you install ICM components.
•
Where to find information about hardware and third-party software requirements for individual
ICM components.
•
An introduction to the ICM Setup program.
Subsequent chapters explain how to install and configure specific ICM components.
This section contains the following topics:
•
Pre-Installation Planning, page 10
•
Windows Planning and Staging, page 10
•
The ICM Components, page 11
•
Duplexed Components, page 11
•
Communication Between Components, page 12
•
Instances, Customers and Components, page 12
•
Customer Types, page 13
•
Before You Install an ICM Component, page 13
•
Hardware and Third-Party Software Compatibility List, page 14
•
SQL Server, page 14
•
Windows Monitoring Tools, page 15
•
Machine Names, page 15
•
Security Considerations, page 16
•
Cisco Security Agent (CSA), page 16
•
Secure Socket Layer (SSL), page 16
•
Security Hardening Checkbox, page 17
ICM Installation Guide for Cisco ICM Enterprise Edition Release 7.0(0)
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Chapter 1