Quick Setup Guide

CHAPTER

8-1

Getting Started with Cisco Unified IP IVR, Release 6.0(1)

Installing and Configuring Unified ICME for

Unified CCE

This chapter contains the following:

• About Unified ICME Software, page 8-1

• Unified ICME Dependencies in a Unified CCE System, page 8-2

What needs to be installed and configured before you install and configure Unified ICME software.

• Configuring the Unified ICME System for the Unified IP IVR System, page 8-2

A Unified ICME configuration that needs to be done for Unified IP IVR applications to work in a

Unified CCE system.

• Unified ICME Documentation, page 8-3

Note Although you can install Unified ICME software before you install the Unified CM and Cisco CRS

(Unified IP IVR) software, this guide places Unified ICME installation and configuration last. If by

chance you have installed Unified ICME software in your contact center first, you should be aware of

all the configuration dependencies described in this guide when you configure each product.

For instructions on installing and configuring Unified ICME for use in a Unified CCE environment, see

the Cisco Unified Contact Center Enterprise Install and Upgrade Guides.

About Unified ICME Software

As part of Unified CCE, Unified ICME software provides ACD functionality including monitoring and

control of agent states, routing and queuing of contacts, CTI capabilities, real-time data for agents and

supervisors, and gathering real-time and historical data for reporting in the Unified CCE system.

The basic Unified ICME software for a Unified CCE system includes the following

components—CallRouter, Logger, Peripheral Gateway with a Unified CM PIM and an Unified IP IVR

PIM, CTI Server, and an Admin Workstation.