Installation Guide

The following table shows the elements of IPCC Express that automatically get conﬁgured in

the ICM software. You make the conﬁguration changes on the CRS Administration user interface.

Autoconfiguration

ICM SoftwareIPCC Express

Agent. Note that the agent extension goes to the Station

ﬁeld of the Peripheral Monitor Table.

Resource

Skill GroupCSQ

ServiceApplication

Routing Device, Peripheral Monitor TableRoute Point (Trigger)

Agents are added and extensions are assigned to them in CallManager Administration. In IPCC

Express, agents are called resources. This agent information is automatically sent to ICM software

by the IPCC Express Gateway. You assign resource groups and skills to agents using the CRS

Administration web interface. See the Cisco CRS Administration Guide.

Note: For additional information, see "Understanding Reporting in the ICM Enterprise Parent

and IPCC Express Child Deployment" (page 66).

Autoconfiguration Example of CSQ/Skill Group

For example, when you conﬁgure a Contact Service Queue (CSQ) on IPCC Express, the data

is sent by the IPCC Express Gateway to the ICM software, where it is automatically conﬁgured

as a Skill Group.

To enter an IPCC Express CSQ, complete the following steps:

1. From the CRS Administration menu bar, choose Subsystems > RmCm.

The IPCC Express Conﬁguration web page opens, displaying the RM JTAPI Provider

area.

2. On the IPCC Express Conﬁguration navigation bar, click the Contact Service Queues

hyperlink.

The Contact Service Queues summary web page opens. Enter information in the ﬁelds

and additional windows as described in the Cisco CRS Administration Guide.

3. When all steps in the procedure are complete, click Add. The new CSQ displays and all

agents belonging to the resource group or skill group selected are now a part of this CSQ.

You can conﬁrm that the skill group has been added to the ICM software by checking the ICM

Skill Group Explorer. As shown in the following Skill Group Explorer window, autoconﬁgured

items display on the ICM AW with a special icon next to them (a red circle with a line through

the center). This icon means that changes are to be done from IPCC Express only. In addition,

some entry ﬁelds, such as the No longer used by peripheral check box, are grayed out.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)

Deploying IPCC Gateway with IPCC Express

Installation and Configuration Checklist