User Guide

Contents
xviii
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Related Documentation
ICM Installation Guide for Cisco ICM Enterprise Edition
Describes how to install the components of ICM s
oftware, including information
about hardware configuration and software setup.
ICM Configuration Guide for Cis
co ICM Enterprise Edition
Describes how to use the Configuration Man
ager to configure an ICM contact
center.
For specific information on an ACD or NIC, see the appropriate Cisco ICM
softw
are ACD or NIC supplement documentation or ask your customer
representative for that documentation.
IPCC Installation and Configuration Guid
e for Cisco IPCC Enterprise Edition
Describes how to install and configure the ICM components that are used for the
Cis
co IP Contact Center (IPCC) solution. This manual includes installation and
configuration instructions for the ICM components used in an IPCC solution. It
also includes information on configuration requirements for other IPCC
components that interface with the ICM software, including the Cisco
CallManger, Cisco IP-IVR and Cisco Agent Desktop/Cisco Supervisor Desktop.
IPCC Administration Guide for Cisco IPCC Enterprise Edition
Describes tasks and concepts required for da
y-to-day operation of an IPCC
contact center. This guide includes information for multichannel options as well
as voice.
ICM Administration Guide for Cisco ICM Enterprise Edition
Describes tasks and concepts required for da
y-to-day operation of an ACD
contact center.
Database Schema Handbook for Cisco ICM/IPCC Enterprise &
Hosted Editions
Documents how data is organized in the da
tabases for the Cisco Intelligent
Contact Management (ICM) software. The databases contain tables. Each table
defines a set of columns or fields. Each record or row in the database has one
value for each column. This manual describes the tables and their columns. The
WebView reports access their data from these tables.
ICM Upgrade Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions
Describes how to upgrade ICM software.
Chapter 8, “Application Gateway, Path,
Script Queue, and Routing Client
Reports”
Describes the Application Gateway,
A
pplication Path, and Script Queue
report templates
Chapter 7, “Outbound Option (Blended
Agent) Reports”
Describes the Outbound Option report
templates
.
Chapter 9, “Translation Route Report
Template s”
Describes the Translation Route
Te
mp lates .
Chapter 10, “Sample Reports” Contains illustrations of many reports.
Chapter Description