Maintenance Manual

Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)

About This Guide

Conventions

This manual uses the following conventions.

Other Publications

For additional information about Cisco Intelligent Contact Management (ICM)

software, see the Cisco web site listing ICM documentation.

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco

also provides several ways to obtain technical assistance and other technical

resources. These sections explain how to obtain technical information from Cisco

Systems.

Format Example

Boldface type is used for user

entries, keys, buttons, and folder

and submenu names.

Choose Edit > Find from the ICM

Configure menu bar.

Italic type indicates one of the

following:

• A newly introduced term

• For emphasis

• A generic syntax item that

you must replace with a

specific value

• A title of a publication

• A skill group is a collection of agents

who share similar skills.

• Do not use the numerical naming

convention that is used in the

predefined templates (for example,

persvc01).

• IF (condition, true-value, false-value)

• For more information, see the Cisco

ICM Enterprise Edition Database

Schema Handbook.

An arrow (>) indicates an item

from a pull-down menu.

The Save command from the File menu is

referenced as File > Save.