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Note | Although you can install Unified ICME software before you install the Unified CM and Cisco Unified CCX (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.
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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.
Before installing and configuring Unified ICME for use with Unified IP IVR in a Unified CCE system, you must do the following.
On the Unified IP IVR system, you must have:
To enable the Unified ICME to communicate with the Unified IP IVR system, you must:
For complete instructions on configuring Unified ICME for use in a Unified CCE Environment, see the appropriate installation and configuration guide for the software version you have at Cisco Unified Contact Center Enterprise Install and Upgrade Guides.
There may be cases when a call is not queued, but instead sent to the agent directly (via the LAA Select node) from Unified IP IVR. You must ensure the Unified IP IVR PG is configured correctly to ensure that such a call is considered answered at the Unified IP IVR service rather than abandoned.
Planning and step-by-step installation instructions for Unified ICME are included in the documentation located at Cisco Unified Contact Center Enterprise Install and Upgrade Guides.