ICM Components

ICM Product Training Part 1

ICM ComponentsICM Components

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-1

ICM Componentsp

PeripheralAdmin

Workstation HDS Peripheral Gateway

(PG)

Workstation (AW)

AWDB

WVDB

HDS

Visible NetworkRouter + Logger =Central Controller

R t L

NIC

Note: Pre-Routing only

CCDBCarrier


Router LoggerPrivate Network

ICM Components (Central Controller)p ( )Router + Logger = Central Controller

Visible Network

Router Logger

NIC

Pre-Routing only

Carrier

Private Network


ICM Components (Central Controller)p ( )

Duplexed Central ControllersDuplexed Central Controllers

Visible Network Visible Network

Ro ter Ro ter Logger

Side A Side B

RouterLogger

NIC

Router Logger

NI

Pre-Routing only

IC

Carrier


Private Network Private Network

ICM Components (Peripheral Gateway)p ( p y)

Private Network

ACD

PG1A PG1B

Duplexed PG’s

Visible Network

Duplexed PG s


To Central Controller

ICM Components (IPCC Gateway PG)p ( y )

NEW in 7.0 PrivateAdmin Workstation

ICM Parent

•IPCC Gateway PG LoggerRouter Private

LoggerRouter

IPCC Enterprise Child

•The IPCC Gateway feature allows IPCC Enterprise or IPCC Express to appear as Admin Workstation

LoggerRouterPIM

IPCC Enterprise Gateway PG

CTI Server

a traditional ACD connected to the ICM system•IPCC Gateway PG provides

Private

Admin Workstation

ICM ParentIPCC System

PG

an auto-configuration feature.•IPCC Express Gateway PG

LoggerRouter IPCC Express Child

PI


Software installed on IPCC Express (CRS)

IM

ICM Components (Admin Workstation)p ( )

• Initialize and update configuration information.

• Write and update routingAWDB

HDS

Write and update routing scripts and administrative scripts.

• Monitor the execution of HDS

WVDB

o to t e e ecut o oscripts.

• Monitor the performance of skill groups, services, g p , ,routes, and trunks


ICM Components (Admin Workstation)p ( )RouterLogger

Real Time Data from PG’s

Real-Time Feed

• Configuration changes are made from the AW, but are written directly to CCDB

Distributor AW

AWDB*At least one Distributor

written directly to the Central Controller Database and Router RAM

WVDB

HDS*At least one Distributor AW must be installed and have connectivity to the Central Controller

a d oute• Client AW’s make

changes Through the Distributor AW

Client AW

Real-Time Data

that is providing its Real-Time Data


ICM Components (WebView Server)p ( )

AW Processes

WebView Server

IIS (Web Server)

Third Party SW

WebView

Webview Client

Distributor AW/WebView Server

WebView Reporting SW and

Templates

SQL Server Databases InfoMaker

( ti l)

AWDB

WVDB

HDS

(optional)


WVDB

ICM Components (Databases)p ( )

ICM Databases

CCDB AWDB HDS

Configuration InfoScripts

Real-Time Data

Copy of

CCDB AWDB HDS

Copy of Historical Data

ScriptsHistorical DataSystem Events

Copy of Configuration data

and Scripts WVDB

Report Templates

AWDBCentral Controller Distributor AW Must reside on a

Distributor AW


AWDBDistributor AW

ICM Components (Fully Duplexed System)p ( y p y )

Private Private

Example of a fully Duplexed ICM system

PG1A PG1B PG2A PG2BACD ACD

CarrierCarrier

Public (visible) Public (visible)


Logger LoggerRouterRouter Carrier

Private Private

Admin Workstation Admin Workstation


Central Controller Side A Central Controller Side B

ICM Components (Adding a new Contact Center)p ( g )

• Adding a new ACD allowing fully redundant inter-flow would require many new Tie Lines and is expensive

• In most cases the new ACD must be from same vendor to ll i t bilitallow interoperability


New ACD

ICM Components (Adding a new Contact Center)p ( g )

PrivateNew Contact Center

PG1A PG1BACD

IPCC Express with Gateway PG softwareCarrier

Public (visible)


Logger LoggerRouterRouter

Admin Workstation Admin Workstation

Logger LoggerRouterRouterCarrier


Private Private

Central Controller Side A Central Controller Side B

ICM Terms (Routing Client)( g )ACD

Service Skill GroupCall

Treatment

•Carrier via a NIC •Peripheral via a PG

MRD

PG CG

Schedule ScriptDN

Call Type

Skill Target

Peripheral TargetNTG + DNIS RouteLabel

Carrier

ICM

NIC


NTG + DNIS RouteLabel

ICM Terms (Route Request)( q )ACD

ServiceCall

Treatment

Skill Group

•Inquiry made by a Routing Client •Two types of Route Requests

MRD

PG CG

- Pre-Routing- Post-Routing

Schedule ScriptDN

Call TypePre-Routing

Post-Routing

Skill Target


Carrier

Route RequestICM

gNIC


NTG + DNIS RouteLabelRoute Request

ICM Terms (Call Type)( yp )ACD

ServiceCall

Treatment

Skill Group

•Calls are categorized based on DN and if available, CLID and/or CED •Determines which Script to run

MRD

PG CG

Call Type

•Determines which Script to run based on Schedule

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Schedule)( )ACD

ServiceCall

Treatment

Skill Group

•After you create a script, you have to specify under what conditions you want the ICM software to use it

MRD

PG CG

you want the ICM software to use it

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Script)( p )ACD

ServiceCall

Treatment

Skill Group

•A routine the administrator constructs and defines that the Router performs once the

MRD

PG CG

the Router performs once the script is scheduled

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Script)( p )

•Routing scripts determine where to send calls on a call-by-

•Administrative scripts perform background processing and aresend calls on a call-by-

call basis. Routing scripts are constructed to support your

processing and are scheduled to run at specified time intervals.


pp ybusiness rules

ICM Terms (Skill Target)( g )ACD

ServiceCall

Treatment

Skill Group

•Skill Target refers to the entity at the peripheral to which the call is dispatched

MRD

PG CG

call is dispatched

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Route)( )ACD

ServiceCall

Treatment

Skill Group

•A value returned by a routing script that maps to a service and a specific (skill) target at a

MRD

PG CG

and a specific (skill) target at a peripheral

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Peripheral Target)( p g )ACD

ServiceCall

Treatment

Skill Group

•Combination of Network Trunk Group and DNIS valueA i h l t t i i t d ith

MRD

PG CG

•A peripheral target is associated with a service, skill group or agent at a peripheral

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Label)( )ACD

ServiceCall

Treatment

Skill Group

•A value that ICM returns to the routing client. The routing client maps the label to either an announcement, or a

MRD

PG CG

,trunk group and DNIS value

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Network Trunk Group)( p)ACD

ServiceCall

Treatment

Skill Group

•Describes the Carrier’s view of the trunks•A Network Trunk Group maps to one

MRD

PG CG

•A Network Trunk Group maps to one or more peripheral trunk groups

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Trunk Group)( p)ACD

ServiceCall

Treatment

Skill Group

•Peripherals view of the trunks•A collection of trunks associated with a single peripheral define the location

MRD

PG CG

a single peripheral define the location of that peripheral

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Trunks)( )ACD

ServiceCall

Treatment

Skill Group

•Some number of outside lines that are available for making and receiving calls

MRD

PG CG

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Peripheral)( p )ACD

ServiceCall

Treatment

Skill Group

•Cisco term for such entities as an ACD or VRU/IVRA d i t d t th PIM f

MRD

PG CG

•Any device connected to the PIM of a PG

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Service)( )ACD

ServiceCall

Treatment

Skill Group

•A particular type of processing the caller requiresThi b d fi d A li ti

MRD

PG CG

•This can be defined as an Application (Aspect) or VDN (Definity)

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Skill Group)( p)ACD

ServiceCall

Treatment

Skill Group

•A collection of agents sharing a common set of skills

MRD

PG CG

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



ICM Terms (Agent)( g )ACD

ServiceCall

Treatment

Skill Group

•A person who can answer incoming calls

MRD

PG CG

Schedule ScriptDN

Call Type

Skill Target


Carrier

ICM

NIC



Summaryy

This lesson provided an overview of the Cisco ICM System. You should now be able to:

• Discuss the benefits of ICM Call by Call Routing• Briefly describe the ICM architecture and the role of each of

th t tthe system components


ICM Components

Documents

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