ICM Components

ICM Product Training Part 1
ICM Components
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-1
ICM Components
p
Admin
Workstation HDS
Peripheral
(AW) WVDB Gateway
(PG)
AWDB
Visible Network
Router + Logger =
Central Controller
N
Carrier I CCDB
C
Note: Pre-Routing only
R t
Router L
Logger
Private Network
ICM Components
p (Central
( Controller))
Router + Logger = Central Controller
Visible Network
Router Logger
Pre-Routing only
N
I
Carrier
C
Private Network
ICM Components
p (Central
( Controller))
Duplexed Central Controllers
Visible Network Visible Network
Side A Side B
Ro ter
Router Ro ter
Router Logger
Logger
N
Pre-Routing only
I
C N
I
C
Carrier
Private Network Private Network
ICM Components
p (Peripheral
( p Gateway)
y)
Private Network
ACD
PG1A PG1B
Duplexed PG’s
PG s
Visible Network
To Central Controller
ICM Components
p (IPCC
( Gateway
y PG))
ICM Parent
NEW in 7.0 Private
Admin Workstation
IPCC Enterprise Child

Router Logger Private
•IPCC Gateway PG Router Logger
P
•The IPCC Gateway feature I
M
CTI
Server
allows IPCC Enterprise or IPCC Enterprise
IPCC Express to appear as Gateway PG Admin Workstation
a traditional ACD connected IPCC System

ICM Parent PG
to the ICM system Private
•IPCC Gateway PG provides Admin Workstation
an auto-configuration
feature. Router Logger IPCC Express Child
•IPCC Express Gateway PG P
I
Software installed on IPCC M
Express (CRS)
ICM Components
p (Admin
( Workstation))
• Initialize and update

configuration information.
• Write and update routing
scripts and administrative AWDB
scripts.
• Monitor
o to thet e execution
e ecut o of
o HDS
scripts.
• Monitor the performance of WVDB
skill g
groups,
p , services,,
routes, and trunks
ICM Components
p (Admin
( Workstation))
Logger Router
Real Time Data from PG’s
• Configuration
changes are made Real-Time Feed
from the AW, but are
written directly to CCDB
the Central
Distributor AW
Controller Database
and
a d Router
oute RAM *At least one Distributor
AWDB
HDS
• Client AW’s make AW must be installed
changes Through and have connectivity WVDB
to the Central Controller

the Distributor AW
that is providing its Client AW
Real-Time Data
Real-Time Data
ICM Components
p (WebView
( Server))
AW Processes
WebView Server
IIS (Web Server)
Webview Client
Third Party SW
WebView
Reporting SW and
Templates
Distributor AW/ SQL Server

WebView Server Databases InfoMaker
( ti
(optional)
l)
AWDB
HDS
WVDB
ICM Components
p (Databases)
( )
ICM Databases
CCDB AWDB HDS

Copy of Historical
Configuration Info Real-Time Data Data
Scripts Copy of
Historical Data Configuration data
and Scripts WVDB
System Events
Report Templates
Central Controller Distributor AW Must reside on a

Distributor
AWDBAW
ICM Components
p (Fully
( y Duplexed
p System)
y )
Example of a fully Duplexed ICM system
Private Private
Carrier PG1A PG1B PG2A PG2B Carrier

ACD ACD
Public (visible) Public (visible)
Logger Router Carrier Router Logger
Admin Workstation Admin Workstation
Private Private
Central Controller Side A Central Controller Side B
ICM Components
p (Adding
( g a new Contact Center))
• 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
allow
ll iinteroperability
t bilit
New ACD
ICM Components
p (Adding
( g a new Contact Center))
New Contact Center

Private
PG1A PG1B IPCC Express with Gateway PG software

ACD Carrier
Public (visible)
Logger Router Router Logger

Carrier
Admin Workstation Admin Workstation
Private Private
Central Controller Side A Central Controller Side B
ICM Terms ((Routing
g Client))
ACD Call
Treatment
Service Skill Group
•Carrier via a NIC

•Peripheral via a PG
PG CG
MRD
DN
Call Type Schedule Script
N
Carrier I
C Skill Target
ICM
Peripheral Target
Label NTG + DNIS Route
ICM Terms ((Route Request)
q )
ACD Call
Treatment
Service Skill Group
•Inquiry made by a Routing Client

•Two types of Route Requests
- Pre-Routing
PG CG - Post-Routing
MRD
Post-Routing DN
Pre-Routing
g
N
Carrier I
C Skill Target
ICM
Peripheral Target
Route Request Label NTG + DNIS Route
ICM Terms ((Call Type)
yp )
ACD Call
Treatment
Service Skill Group
•Calls are categorized based on DN

and if available, CLID and/or CED
•Determines which Script to run
based on Schedule
PG CG
MRD Call Type

DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Schedule)
( )
ACD Call
Treatment
Service Skill Group
•After you create a script, you have

to specify under what conditions
you want the ICM software to use it
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Script)
( p)
ACD Call
Treatment
Service Skill Group
•A routine the administrator

constructs and defines that
the Router performs once the
PG CG
script is scheduled
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Script)
( p)
•Routing scripts •Administrative scripts

determine where to perform background
send calls on a call-by- processing and are
call basis. Routing scheduled to run at
scripts are constructed specified time
to support
pp your
y intervals.
business rules
ICM Terms ((Skill Target)
g )
ACD Call
Treatment
Service Skill Group
•Skill Target refers to the entity

at the peripheral to which the
call is dispatched
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Route)
( )
ACD Call
Treatment
Service Skill Group
•A value returned by a routing

script that maps to a service
and a specific (skill) target at a
peripheral
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms ((Peripheral
p Target)
g )
ACD Call
Treatment
Service Skill Group
•Combination of Network Trunk Group and

DNIS value
•A
A peripheral
i h l target
t t is
i associated
i t d with
ith a
PG CG service, skill group or agent at a peripheral
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Label)
( )
ACD Call
Treatment
Service Skill Group
•A value that ICM returns to the routing

client. The routing client maps the
label to either an announcement,, or a
trunk group and DNIS value
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms ((Network Trunk Group)
p)
ACD Call
Treatment
Service Skill Group
•Describes the Carrier’s view of the

trunks
•A Network Trunk Group maps to one
or more peripheral trunk groups
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms ((Trunk Group)
p)
ACD Call
Treatment
Service Skill Group
•Peripherals view of the trunks

•A collection of trunks associated with
a single peripheral define the location
of that peripheral
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Trunks)
( )
ACD Call
Treatment
Service Skill Group
•Some number of outside lines that are

available for making and receiving calls
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Peripheral)
( p )
ACD Call
Treatment
Service Skill Group
•Cisco term for such entities as an ACD

or VRU/IVR
•Any
A d device
i connected
t d to
t the
th PIM off a
PG CG PG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Service)
( )
ACD Call
Treatment
Service Skill Group
•A particular type of processing the

caller requires
•This
Thi can be
b defined
d fi d as an Application
A li ti
PG CG (Aspect) or VDN (Definity)
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms ((Skill Group)
p)
ACD Call
Treatment
Service Skill Group
•A collection of agents sharing a

common set of skills
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
ICM Terms (Agent)
( g )
ACD Call
Treatment
Service Skill Group
•A person who can answer incoming

calls
PG CG
MRD
DN
N
Carrier I
C Skill Target
ICM
Peripheral Target
Summary
y
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 system
the t components t

ICM Components

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ICM Components

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ICM Product Training Part 1

Duplexed Central Controllers

Visible Network Visible Network

Private Network Private Network

IPCC Enterprise Child

IPCC Express to appear as Gateway PG Admin Workstation

a traditional ACD connected IPCC System

•IPCC Gateway PG provides Admin Workstation

• Initialize and update

Real Time Data from PG’s

to the Central Controller

IIS (Web Server)

Distributor AW/ SQL Server

CCDB AWDB HDS

Central Controller Distributor AW Must reside on a

Carrier PG1A PG1B PG2A PG2B Carrier

Public (visible) Public (visible)

Public (visible) Public (visible)

Logger Router Carrier Router Logger

Admin Workstation Admin Workstation

Central Controller Side A Central Controller Side B

• Adding a new ACD

New Contact Center

PG1A PG1B IPCC Express with Gateway PG software

Public (visible) Public (visible)

Logger Router Router Logger

Admin Workstation Admin Workstation

Central Controller Side A Central Controller Side B

Service Skill Group

•Carrier via a NIC

Service Skill Group

•Inquiry made by a Routing Client

Service Skill Group

•Calls are categorized based on DN

MRD Call Type

Service Skill Group

•After you create a script, you have

Service Skill Group

•A routine the administrator

•Routing scripts •Administrative scripts

Service Skill Group

•Skill Target refers to the entity

Service Skill Group

•A value returned by a routing

Service Skill Group

•Combination of Network Trunk Group and

Service Skill Group

•A value that ICM returns to the routing

Service Skill Group

•Describes the Carrier’s view of the

Service Skill Group

•Peripherals view of the trunks

Service Skill Group

•Some number of outside lines that are

Service Skill Group

•Cisco term for such entities as an ACD

Service Skill Group

•A particular type of processing the

Service Skill Group

•A collection of agents sharing a

Service Skill Group

•A person who can answer incoming

This lesson provided an overview of the Cisco ICM System.

• Discuss the benefits of ICM Call by Call Routing