Installation Guide

9 Installation Guide for Cisco Unified Contact Center Management Portal 7.2(3)
■ Audit Trails on configuration changes and usage
In terms of configuration, the Unified Contact Center Management Portal
differentiates between commissioning and provisioning.
■ Commissioning consists of operations that install and initially
configure a system of components. These operations are typically done
by the Service Provider using existing setup and configuration tools.
Examples include setting up and configuring CallManagers
■ Provisioning consists of day to day configuration operations
performed by a tenant. Examples include creating or modifying
Agents, Skill Groups and Agent Teams
The Service Provider uses the existing IPCC Enterprise or Hosted Edition,
CallManager and CVP tools (installers and configuration tools) to
commission a system. They will then install the Unified Contact Center
Management Portal Provisioning System and use it to define tenants and
set up tenant permissions. Tenants may then use the Unified Contact
Center Management Portal Provisioning System to provision their specific
site.
The Unified Contact Center Management Portal provides a provisioning
layer on top of IPCC Enterprise or Hosted Edition 7.2. It works with the
standard IPCC Enterprise and Hosted Editions, and CallManager.
The Unified Contact Center Management Portal uses its own provisioning
database, which provides a flexible permissions model. Provisioning
changes are stored in the Portal system and then exported to IPCC
Enterprise or Hosted Editions, and CallManager.
Additionally, the Unified Contact Center Management Portal system can
read existing configuration data from IPCC Enterprise or Hosted Editions
and CallManager, store it in the Unified Contact Center Management
Portal database and reconcile differences between the two. This enables
Service Providers to make configuration changes using existing IPCC
Enterprise/Hosted Edition and CallManager tools and propagate these
changes into the Unified Contact Center Management Portal system.
Deployment Specifics
Unified Contact Center Management Portal platform deployments are
limited to standard IPCC Enterprise and Hosted Edition deployments with
the following restrictions:
■ Each Tenant must have its own:
■ ICM or CICM instance
■ Dedicated Admin Workstation Real Time Distributor server.
Multiple Distributor instances on a single server are not allowed
■ Dedicated Admin Workstation CMS Server. Multiple CMS
Server instances on a single server are not allowed
■ WebView instance for reporting purposes
■ The Unified Contact Center Management Portal is only supported on
IPCC Enterprise and Hosted Editions 7.1 and above