icm components
TRANSCRIPT
ICM Product Training Part 1
ICM ComponentsICM Components
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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
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Router LoggerPrivate Network
ICM Components (Central Controller)p ( )Router + Logger = Central Controller
Visible Network
Router Logger
NIC
Pre-Routing only
Carrier
Private Network
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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
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Private Network Private Network
ICM Components (Peripheral Gateway)p ( p y)
Private Network
ACD
PG1A PG1B
Duplexed PG’s
Visible Network
Duplexed PG s
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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
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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
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-7
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
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-8
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)
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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
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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)
Public (visible) Public (visible)
Logger LoggerRouterRouter Carrier
Private Private
Admin Workstation Admin Workstation
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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
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New ACD
ICM Components (Adding a new Contact Center)p ( g )
PrivateNew Contact Center
PG1A PG1BACD
IPCC Express with Gateway PG softwareCarrier
Public (visible)
Public (visible) Public (visible)
Logger LoggerRouterRouter
Admin Workstation Admin Workstation
Logger LoggerRouterRouterCarrier
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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
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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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
Route RequestICM
gNIC
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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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
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NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
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NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
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NTG + DNIS RouteLabel
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.
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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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-20
NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
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NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-22
NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
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NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
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NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
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NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-26
NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-27
NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
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NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-29
NTG + DNIS RouteLabel
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
Peripheral TargetNTG + DNIS RouteLabel
Carrier
ICM
NIC
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-30
NTG + DNIS RouteLabel
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
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