Installation Guide

Table 2: Customer Data and Instance Data

InstanceCustomer

NICs and PGs; peripherals, trunk groups, peripheral targets,

skill targets; regions; announcements; application gateways.

Dialed numbers, labels, call types, scripts, scheduled

targets, and network VRU scripts.

Note: No special security is applied at the customer level. Any Admin Workstation user with

access to an instance can choose to view data for any or all customers in that instance. However,

you can set up WebView or Quick Edit users who have access to only the data for a speciﬁc

customer.

Customer Types

You can use the customer concept to support multiple independent organizations with a single

ICM instance rather than assigning a separate instance to each organization. However, customers

that share an instance have more limited capabilities than a customer using a full instance. The

following table summarizes the abilities of these two customer types.

Table 3: Customer Types

Shared Instance CustomerFull Instance Customer

Scheduled targets onlyMonitored targets (skill groups, agents, and services) and

scheduled targets

Percent allocation routing and scheduled targets

routing only

Full routing capabilities based on Longest Available Agent,

Minimum Expected Delay, and so forth

No dedicated Peripheral GatewaysDedicated Peripheral Gateways

Quick Edit or WebView access onlyAdmin Workstation, Quick Edit, and/or WebView access

Limited script modiﬁcations through Advanced

Services Terminal

Full conﬁguration, scripting, and administration capabilities

Note that all conﬁguration and scripting for a shared instance customer must be performed by

the service provider that manages the instance. The customers themselves can only perform

Quick Edits within a script.

Before You Install an ICM Component

Before you install ICM software, the computers must have the Microsoft Windows operating

system—including SNMP and (for Windows 2003) WMI—and, for some components, Microsoft

SQL Server database management software installed.

ICM Installation Guide for Cisco ICM Enterprise Edition Release 7.0(0)

Introduction

Customer Types