Maintenance Manual

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Cisco ICM Enterprise Edition Administrator Guide Release 6.0(0)
About This Guide
Purpose
This manual describes how to administer and manage Intelligent Contact
Management (ICM) software. It includes information about database
administration, event management, support services, and ICM software’s fault
tolerant architecture.
This manual includes some discussions of how ICM software functions in
integrated environments with the Cisco E-Mail Manager (Cisco E-Mail Manager
Option) and Cisco Collaboration Server (Cisco Web Collaboration Option)
components, but it does not provide administration information for the E-Mail
Manager and Collaboration Server components. Please refer to the approriate
E-Mail Manager and Collaboration Server documents for instructions on how to
administer these components.
Audience
This manual is intended for personnel responsible for administering ICM
software. As an ICM administrator, you should be familiar with Microsoft SQL
Server database administration and Windows 2000. This manual also assumes that
you have a general understanding of the ICM system components and how they
work together as a complete call routing system. Administrators who are
responsible for an ICM system that is part of an integrated environment should
also have a general understanding of Cisco Collaboration Server and Cisco
E-Mail Manager system components.