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IPCCE
Outline
This guide includes these activities:
1. Adding an IP Phone
2. Adding a User
3. Adding Additional IP Phones
4. Configure a Route Point
LAB Module 5: Create a CRS Script
1. Create the CollectDigits.aef Script
LAB Module 6: Configure IPIVR for IPCC
1. Initial Setup Configuration
2. Provisioning the JTAPI Provider
3. JTAPI Call Control Group Configuration
4. Verifying the CTI Port Associations
5. Cisco Media Termination Dialog Group Configuration
6. Uploading Prompts to Repository
7. Uploading Scripts to Repository
8. Creating an Application
9. Configuring the ICM Subsystem
ICM Information
321
SG# SkillGroup
CED Agent
501
PreSales.SG
601
PostSales.SG 2
Orville Wright
Patty Wagstaff
TransRoute.SVC
Route
7001
321
TransRoute.SVC IPCC_TransRoute.1
7002
321
TransRoute.SVC IPCC_TransRoute.2
7003
321
TransRoute.SVC IPCC_TransRoute.3
CCMIPIVR Information
Application
Script
7000 (CM)
CollectDigits.wav
CollectDigits.aef
BasicQ.aef
7001
TransRoute
7002
TransRoute
7003
TransRoute
Activity Objective
In this activity, the student will be configuring the Cisco IP Phones we will be using in these
labs. You will also be configuring accounts for JTAPI Users, Agent, and Supervisor. After
completing this activity, you will be able to meet these objectives:
Required Resources
These are the resources and equipment that are required to complete this activity:
The CCMIPIVR VM powered up and pre-loaded with Cisco Call Manager and IPIVR
loaded co-resident. The CCM and IPIVR are installed and licensed with only the JTAPI
user admin configured as an administrator for the IPIVR.
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
CCMAdmin
Job Aids
These job aids are available to help you complete the lab activity.
Activity Procedure
Complete these steps:
Note
Step 1
Step 2
At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.
Step 3
From the Cisco CallManager Administration screen choose Device > Add
a New Device.
Step 4
From the Add a New Device screen, choose Phone from the Device Type
drop down list. Click Next.
Step 5
From the Add a New Phone screen, choose 7960 from the Phone Type drop
down list. Click Next.
Step 6
From the Phone Configuration screen, you will need to enter the MAC
Address from the IP Phone.
Step 7
Go to one of the 7960 IP Phones. Press the settings button, and then press the
number 3. This will take you to the Network Configuration screen.
Option 3 is the MAC address. You will need this for the next step.
Step 8
Enter the MAC Address you retrieved from the phone from the previous step into
the MAC Address field.
Choose Standard 7960 from the Phone Button Template dropdown list.
Click Insert.
Step 9
You will see The phone has been inserted Dialog box. Click OK.
Step 10
You will now see the Directory Number Configuration screen. Complete
the following enter 9501 in the Directory Number field. Leave the Multiple
Call/Call Waiting Settings at the default settings. Click the Add button.
Call Waiting is enabled by default in normal operation. Call Waiting should normally be
disabled on agent phones. When using the Cisco Outbound Option, Call Waiting would need
to be re-enabled for the outbound agents. In an upcoming lab exercise, you will be setting
up the Outbound Option; therefore you will leave the Call Waiting settings as default, which
is enabled.
Step 11
You will be presented with The directory number has been assigned to
dialog box. Click OK.
Step 12
Observe the phone; look to see if the directory number appears in the upper
right corner of the LCD display.
Step 13
If not, from the CallManager Phone Configuration screen, click the Reset
Phone button.
Step 14
At the Reset Device screen, click on the Reset button to reset the device, and
then click OK at the Device reset initiated dialog box.
Step 15
You will see the IP phone LCD display go blank then reload. Now the
directory number should be displayed.
Activity Verification
You have completed this task when you attain these results:
The 7960 Phone has registered with CallManager, and displays the directory number as
9501 for Line 1.
Activity Procedure
Complete these steps:
Step 1
Step 2
At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.
Step 3
From the Cisco CallManager Administration screen choose User > Global
Directory.
Step 4
Note
The User ID admin has been created as the IPIVR administrator user. This was done before
the start of this class to install the IPIVR license.
Step 5
Step 6
From the User Configuration screen, complete the following field entries:
First Name:
cmpg
Last Name:
user
User ID:
cmpguser
Password:
training
PIN :
12345
Step 7
Step 8
From the Device Association screen, click the Select Devices button.
Step 9
At the You have entered a filter dialog box, click OK. You will now
see a list of all available devices.
Step 10
Check the box next to the phone 9501, and check the radio button for No
Primary Extension. Then click the Update button.
Step 11
At the You are about to perform dialog box, click OK. You will be
returned to the User Configuration screen where you will now see the MAC
address of the 9501 phone in the Controlled Devices field.
Activity Verification
You have completed this task when you attain these results:
The cmpguser is in the user list with CTI Enabled, and the MAC address of 9501 phone as
a controlled device.
Activity Procedure
Complete these steps:
Step 1
Note
Repeat the previous steps to add the two additional 7960 IP Phones.
You can use the Copy button to duplicate the phone type and settings of an existing phone.
This way you only have to enter the new MAC Address, and a new Directory Number.
Step 2
Step 3
Step 4
Using Device Association from the User Configuration screen, associate the
new phone entry for 9502 to the cmpguser account. (Do not associate 9503
with a user).
Activity Verification
You have completed this task when you attain these results:
10
The 7960 Phones have registered with CallManager, and the phone displays have the
directory number as 9502 for Line 1 on the second 7960, and 9503 for Line 1 on the third
7960. The phones for 9501 and 9502 now show as controlled devices for the cmpguser.
Activity Procedure
Complete these steps:
Step 1
Step 2
At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.
Step 3
From the Cisco CallManager Administration screen choose Device > CTI
Route Point.
Step 4
Step 5
At the CTI Route Point Configuration screen, enter the Device Name as
RP_7000, Add a description DN for ICM TransRoute, and select the
Device Pool as Default using the drop down list.
Step 6
Step 7
At the dialog box stating The CTI Route Point has been inserted. Click
the OK button.
Step 8
Step 9
At the dialog box stating The directory number has been assigned, click
the OK button.
Step 10
Click the button to Reset Devices, then at the dialog box stating you are
about to reset 1 device click OK. Click OK at the next dialog box also..
Step 11
Step 12
Step 13
From the Cisco CallManager Administration screen choose User > Global
Directory.
Step 14
At the User Information screen, click the Search button. Then click on the
cmpguser.
Step 15
At the User Configuiration screen, click on the link for Device Association.
Step 16
At the Device Association screen, click on the button for Select Devices. A
list of devices appears.
Step 17
Check the box for RP_7000, and select No Primary Extension. Click the
Update button and click OK at the update dialog box.
Step 18
The RP_7000 CTI Route Point is now in Controlled Devices for cmpguser.
Activity Verification
You have completed this task when you attain these results:
The RP_7000 CTI Route Point has been created and associated with cmpguser.
11
12
Activity Objective
In this activity, the student will use the Cisco CRS Editor to create a simple IPIVR script that
will be used to collect digits from the caller, and send those digits to ICM as a Post-Route
Request After completing this activity; you will be able to meet these objectives:
Required Resources
These are the resources and equipment that are required to complete this activity:
13
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
APPAdmin
Job Aids
These job aids are available to help you complete the lab activity.
14
Activity Procedure
Complete these steps:
Step 1
Step 2
User Identification
admin
Password:
training
CRS Server:
10.10.10.31
Step 3
Step 4
Step 5
From the menu, select Settings> Options. Click the Synchronize License
button. (This will synchronize your pallet options with the installed license).
Step 6
From the menu select File> New. A new Script1.aef will open in the design
window with only a Start step.
Step 7
Step 8
Add an Accept step after the Start step by dragging the accept icon from the
Contact folder to the Design window and dropping it below the Start step.
Step 9
Add a Get Digit String step after the Accept step by dragging the Get Digit
String icon from the Media folder to the Design window and dropping it
below the Accept step.
Step 10
Add an End step after the Get Digit String step by dragging the End icon
from General folder to the Design window and dropping it below the Get
Digit String step.
Step 11
Step 12
At the General tab. The Contact will be Triggering Contact. Leave Yes
selected for Interruptable. For the Result Digit String, use the drop down
list to select the collectedDigits variable you created in a previous step above.
Step 13
Step 14
At the Input tab, leave the default settings. Initial Timeout = 5, Interdigit
Timeout = 3, Maximum Retries = 3, Flush Input Buffer = NO, Clear
Input Buffer On Retry = Yes.
Step 15
At the Filter tab, Set the Input Length = 1. Set the Terminating Digit = #,
and the Cancel Digit = *. Click the OK to close the Get Digit String
Properties
15
Step 16
Expand the script steps by right-clicking the script palette and select Expand
All.
Step 17
Add a Set Enterprise Call Info step to the Successful leg of the Get Digit
String step by dragging the Set Enterprise Call Info icon from Call Contact
folder to the Design window and dropping it below the Successful branch of
the Get Digit String step.
Step 18
Go to the Set Enterprise Call Info step. Right-click and select Properties to
configure the properties for this node.
Step 19
At the General tab. The Contact will be Triggering Contact. Click the
Add button. For the Value field, use the drop down list to select the
collectedDigits variable you created in a previous step above. For the Name
field, use the drop down list to select Call.CallerEnteredDigits. Leave the
Token field set to default = All. Click OK to close the Add Field entry
window. Click OK again to close the properties for the Set Enterprise Call
Info step.
Step 20
Add an Annotate step to the to the Timeout leg of the Get Digit String step
by dragging the Annotate icon from General folder to the Design window
and dropping it below the Timeout branch of the Get Digit String step.
Step 21
Step 22
Enter in your comments for this step. Enter the text as CED will be empty,
let ICM handle.
Step 23
Copy the Annotate step from the Timeout branch of the Get Digit String,
and paste it to the Unsuccessful branch.
Step 24
From the menu, select Tools> Validate. Your script should be valid. If not,
correct it until it is valid.
Step 25
From the menu Select File> Save As. Save the script as CollectDigits.aef in
a location you can easily locate. (Save to the desktop).
Activity Verification
You have completed this task when you attain these results:
16
The CollectDigits.aef script has been completed, validated, and saved to the desktop.
Activity Objective
An IPIVR administrator JTAPI user account has already been created as admin on the
CallManager. This was necessary when the IPIVR was licensed.
In this activity, the student will login to the IPIVR with this admin account and run the initial
Setup. The student will then create an ICM Post-Route application to collect caller-entered
digits and to configure the IPIVRs ICM subsystem to communicate with the ICM. After
completing this activity, you will be able to meet these objectives:
Create an Application
Required Resources
These are the resources and equipment that are required to complete this activity:
17
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
APPAdmin
CCMAdmin
JTAPI Configuration
Subsystem> ICM
Job Aids
These job aids are available to help you complete the lab activity.
18
Before starting this class, your Instructor created the JTAPI user named admin on
CallManager and logged on to IPIVR as Administrator with password ciscocisco to
license the IPIVR. Included in that process was adding the admin user to the Administrator
group in the IPIVR.
Activity Procedure
Complete these steps:
Step 1
Step 2
At the Authentication screen, enter the User Identification as: admin and the
Password as: training. Click the Log On button.
Step 3
Step 4
At the Component Activation screen, check the boxes for all components
listed, except for Agent Datastore and then click Next.
Step 5
A dialog box appears warning you After Engine has been activated
Click OK.
Step 6
At the Publisher Activation screen, from the dropdown list next to each
Datastore, choose the host name of the publisher database server to set for
that Datastore. The CRS Agent Datastore was not selected to be activated, so
it will remain as None. When all have been set, click the Activate Publisher
button.
Step 7
The Server Setup screen appears displaying the results of the component
activation.
Step 8
The server setup is complete for this node and the Cisco CRS Administration
menus are now available. Now you can continue using Cisco CRS
Administration or exit your web browser.
Activity Verification
You have completed this task when you attain these results:
All components selected in server setup now display Activated in the Server Setup screen.
19
Activity Procedure
Complete these steps:
Step 1
Note
The JTAPI Call Control Group area automatically opens in the JTAPI Configuration web
page when you first choose the JTAPI menu option from the Subsystems menu when the
JTAPI Provider is configured. If the JTAPI Provider is not configured, The JTAPI Provider
configuration page displays
Step 2
JTAPI Provider
CCMIPIVR or 10.10.10.31
of Cisco CallManager CTI Manager.)
User Prefix
ipivruser
be suffixed with: _<nodeID>.
Password
(Confirm Password)
training
Step 3
Click Update.
Step 4
The CCMLogin Web Page Dialog window opens prompting you for the
CallManager administrator login. Enter User ID = student and Password =
training. Then click the Log On button,
Step 5
Step 6
From the CRS Administration menu bar select System> Control Center.
Step 7
Step 8
Select the radio button next to CRS Engine, and then click the Restart
button. The CRS Engine will remain in Partial Service due to other
subsystems not being in service
Step 9
Step 10
At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.
Step 11
From the Cisco CallManager Administration screen choose User > Global
Directory.
Step 12
Click on the Search button. A list of users appears. The user ipivruser_1 is
the JTAPI provider you just configured in the IPIVR.
Activity Verification
You have completed this task when you attain these results:
20
The user ipivruser_1 should appear in the CallManager User Information list (the _1 suffix
was added to the user when it was create in CRS node 1.
Activity Procedure
Complete these steps:
Step 1
Step 2
At the Authentication screen, enter the User Identification as: admin and the
Password as: training. Click the Log On button
Step 3
Step 4
Step 5
From the JTAPI Call Control Group Configuration screen, complete the
following field entries:
Group ID:
Description:
8101
CTIpt
Step 6
Step 7
You are returned to the JTAPI Call Control Group Configuration screen.
Activity Verification
You have completed this task when you attain these results:
Displayed on the JTAPI Call Control Group Configuration screen will be JTAPI Group #1
with 5 CTI Ports.
21
Activity Procedure
Complete these steps:
Step 1
Step 2
At the Enter Network Password, enter the User Name as: student and the
Password as: training. Click Next.
Step 3
Step 4
From the Find and List Phones screen click the Find button.
Step 5
A list of IP Phones and CTI ports will be displayed. The 9501,9502, and 9503
phones and five CTI ports (8101-8105) should be registered with the
CallManager
Step 6
From the Cisco CallManager Administration screen choose User > Global
Directory.
Step 7
Step 8
Click on the ipivruser_1. When the User Configuration opens, scroll down to
Controlled Devices. You should see 5 CTI ports (8101-8105) displayed as
devices controlled by the ipivruser_1.
Note
The 5 CTI Ports (8101-8105) were auto configured and registered in the CallManager and
automatically associated with the ipivruser_1 (JTAPI Provider for CRS).
Activity Verification
You have completed this task when you attain these results:
22
The 5 CTI Ports (8101-8105) are registered to the CMIPIVR CallManager and listed as
devices controlled by the JTAPI user ipivruser_1.
Activity Procedure
Complete these steps:
Step 1
Step 2
At the Authentication screen, enter the User Identification as: admin and the
Password as: training. Click the Log On button
Step 3
From the CRS Administration menu bar select Subsystems> Cisco Media
Step 4
Step 5
Group ID:
Description:
10
Step 6
Step 7
Activity Verification
You have completed this task when you attain these results:
Displayed on the Cisco Media Termination Dialog Group Configuration screen will be
Cisco Media Group #1 with 10 Channels
23
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
In Prompt Management, select the link for the specific language (such as
En_US, etc.).
Step 4
Step 5
Browse to the location of the prompt you wish to upload (your desktop).
Locate the prompt (CollectDigits.wav) and click the Open button. Then click
the Upload button. The prompt will be uploaded to the repository.
Step 6
Click the link to Return to Prompt Management. The uploaded prompt will
be displayed in Prompt Management.
Activity Verification
You have completed this task when you attain these results:
24
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
Step 4
Browse to the location you saved the CollectDigits.aef script (the desktop).
Select the script and click the Open button. Then click the Upload button
Step 5
When the upload is successful, click the link for Do you want to refresh the
Script?...Click Yes to refresh both script and applications.
Step 6
Repeat this process to upload the BasicQ.aef also located on your desktop.
Activity Verification
You have completed this task when you attain these results:
The CollectDigits.aef, and the BasicQ.aef script have been uploaded to the Repository.
They will now be displayed under Script Management.
25
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
From the Add a New Application screen, use the drop down list to select the
Application Type as Cisco ICM Translation-Routing.
Step 4
Name::
TransRoute
Description:
ID:
7000
Enabled:
Selected
Default Script:
-System Default-
Step 5
Click the Add button. A dialog box opens stating The operation has been
executed successfully. Click OK.
Step 6
After you have added the TransRoute Application, click on the Add new
Trigger.
Step 7
From the Add a New Trigger screen, use the drop down list to select the
Trigger Type as JTAPI.
Step 8
Directory Number:
7001
Language:
Enabled:
Selected
Device Name:
RP_7001
Description:
Step 9
26
Click the Add button. The trigger is added and you are returned to the Cisco
ICM Translation-Routing screen.
Step 10
Repeat this process to enter two additional Triggers for 7002 and 7003. These
triggers will be used as the temporary DNIS pool for the Translation Route in
the IPCC.
Activity Verification
You have completed this task when you attain these results.
The JTAPI Triggers 7001, 7002, and 7003 are listed as the triggers for the TransRoute
Application.
27
Activity Procedure
Complete these steps:
Step 1
Step 2
At the ICM Configuration screen, for VRU Connection Port enter in 9999.
For Service Control check the radio button for Yes. Then click the Update
button.
Step 3
Step 4
Step 5
Step 6
Step 7
At the ICM Configuration screen, for VRU Script Name enter BasicQ. For
Script, use the drop down list to select BasicQ.aef. (This script is a default
system script). Then click on the Add button.
Activity Verification
You have completed this task when you attain these results:
28
The VRU Connection Port is configured for port 9999, Service Control and two VRU
script are displayed as CollectDigits and BasicQ.
Activity Objective
In this activity, the student will configure objects in the ICM for the contact center. After
completing this activity, you will be able to meet these objectives:
Network VRU
IPIVR PG
Service (TransRoute)
CallManager PG
Agents
Call Type
Dialed Numbers
Required Resources
These are the resources and equipment that are required to complete this activity:
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
PG Explorer
Service Explorer
Agent Explorer
ICM Setup
Registry Editor
Job Aids
These job aids are available to help you complete the lab activity.
30
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
Step 4
Note
Type 2: A VRU at the customer premises. Use a Translation Route to VRU script node to
direct the routing client to send the call to the VRU. You can then queue the call and/or run
VRU scripts
Step 5
Activity Verification
You have completed this task when you attain these results:
31
Activity Procedure
Complete these steps:
Step 1
Step 2
Click the Add button and complete the following field entries:
Name::
BasicQ
Network VRU
BasicQ
Interruptible:
checked
Step 3
Step 4
Click the Add button and complete the following field entries:
Name::
CollectDigits
Network VRU
CollectDigits
Interruptible:
not checked
Step 5
Activity Verification
You have completed this task when you attain these results:
32
The Network VRU scripts with ICM Enterprise name of CollectDigits and BasicQ have
been created to inform the IPIVR to run the VRU scripts for CollectDigits and BasicQ.
Activity Procedure
Complete these steps:
Step 1
Step 2
Click (1) Add PG button. Using the drop down list, choose the Client type as
VRU, and then populate the field for Name as IPIVR_PG.
Step 3
Click on the Peripheral icon in the left hand window underneath the
IPIVR_PG. Select the IPIVR_PG_1 and rename to IPIVR in both the Name
and Peripheral name fields.
Step 4
Step 5
Step 6
Enter the Name as IPIVR_rc. For the Default media routing domain, select
Cisco_Voice, using the drop down list.
Step 7
Select the tab for Advanced. For Network VRU, select IPIVR using the drop
down list.
Step 8
Select the tab for Peripheral. Enter a location and description if desired, and
Save your entry.
Step 9
________
________
Peripheral ID
________
Activity Verification
You have completed this task when you attain these results:
Once saved, the Logical Controller ID should equal 5000, the Physical Controller ID
should equal 5000, and the Peripheral ID for IPIVR is 5000.
33
Activity Procedure
Complete these steps:
Step 1
In the Configuration Manager, expand the Step by Step Configuration > Telephony
Contact Center Configuration > Configure Network Trunk Group (NTG) &
Trunk Group (TG) > and double-click to open the Network Trunk Group
Explorer.
Step 2
Make sure you have selected the correct PG (IPIVR_PG) in the filter data.
Step 3
Click the (1) Add Network trunk group button. Enter a name for your NTG as
IPIVR_NTG1.
Step 4
Click the (2) Add Trunk group button. Select the Peripheral for IPIVR Enter the
peripheral number as 1, enter a name for the trunk group as TG1, then use the drop
down to select Use Trunk Data.
Step 5
Activity Verification
You have completed this task when you attain these results:
34
After clicking on the Trunk group, the right side window will show the Network Trunk
Group, and Trunk Group properties.
Activity Procedure
Complete these steps:
Step 1
Step 2
Click the (1) Add Service. Enter the Peripheral Number as 321, Peripheral
name as TransRoute.SVC, and give a description. The Name will auto
populate with the Peripheral and Peripheral name concatenated together to
give the enterprise name of IPIVR.TransRoute.SVC.
Step 3
Step 4
Click on the (2) Add Route button. Copy the enterprise Name of the Service
and paste in the Route Name field (IPIVR.TransRoute.SVC). Click Save.
Note
Though a Peripheral Target and Label are not necessary for Translation Routing to work, we
will add them here ONLY to get the Call Tracer to succeed.
Step 5
Click on the (3) Add Peripheral target button. Enter in the DNIS as 1111
and using the drop down list, select the Network trunk group as
IPIVR_NTG1.
Step 6
Click on the (4) Add Label button. Using the drop down list, select the
Routing client as IPIVR_rc. Enter the Label as 1111
Step 7
Activity Verification
You have completed this task when you attain these results:
35
Activity Procedure
Complete these steps:
Step 1
In the Configuration Manager, expand the Tools> List Tools> Agent Desk
Settings List> and double click to open the Agent Desk Settings List.
Step 2
Click the Add button and enter the Name as IPCC. Leave the rest of the
entries at their default settings for this class.
Step 3
Activity Verification
You have completed this task when you attain these results:
36
The default Agent Desk Setting named IPCC has been configured.
Activity Procedure
Complete these steps:
Step 1
Step 2
Click (1) Add PG button. Using the drop down list, choose the Client type as
CallManager/SoftACD, and then populate the field for Name as CM_PG.
Step 3
Click on the Peripheral icon in the left hand window underneath the CM_PG.
Select the CM_PG_1 and rename to CM in both the Name and Peripheral
name fields.
Step 4
For the Default desk settings, using the drop down list, select IPCC.
Note
Agent Desk Settings is not allowed to be None for a Peripheral with Client Type of
CallManager/SoftACD or IPCC System.
Step 5
Step 6
Step 7
Enter the Name as CM_rc. For the Default media routing domain, select
Cisco_Voice using the drop down list.
Step 8
Select the tab for Peripheral. Enter a location and description if desired, and
Save your entry.
Step 9
________
________
Peripheral ID
________
Activity Verification
You have completed this task when you attain these results:
Once saved, the Logical Controller ID should equal 5001, the Physical Controller ID
should equal 5001, and the Peripheral ID for CM is 5001.
37
Activity Procedure
Complete these steps:
Step 1
Step 2
Make sure you have selected the correct PG (CM_PG) in the filter data.
Step 3
Click the (1) Add Network trunk group button. Enter a name for your NTG
as CM_NTG2.
Step 4
Click the (2) Add Trunk group button. Select the Peripheral for CM Enter
the peripheral number as 2, enter a name for the trunk group as TG2, then use
the drop down to select Use Trunk Data.
Step 5
Activity Verification
You have completed this task when you attain these results:
38
After clicking on the Trunk group, the right side window will show the Network Trunk
Group, and Trunk Group properties.
Activity Procedure
Complete these steps:
Step 1
Step 2
Click the (1) Add Skill group button. In the Skill Group tab, populate the
fields for Peripheral Number as 501, Peripheral name as PreSales.SG. The
Name will auto populate with the Peripheral, Media routing domain, and
Peripheral name concatenated together to give the enterprise name of
CM.Cisco_Voice.PreSales.SG. There is a 32-character limit for this field
and the last few characters may be cut off. We will re-name or condense the
media routing domain part of the enterprise name to CV. This will give us a
final enterprise name as CM.CV.PreSales.SG
Step 3
Click on the (2) Add Route button. Copy the enterprise Name of the Skill
Group and paste in the Route Name field (CM.CV.PreSales.SG). Click
Save, then Close.
Activity Verification
You have completed this task when you attain these results:
39
Activity Procedure
Complete these steps:
Step 1
Create another skill group for Post Sales using the following field entries:
Peripheral number:
601
Peripheral name:
PostSales.SG
Name:
CM.CV.PostSales.SG
Step 2
Name:
CM.CV.PostSales.SG
Activity Verification
You have completed this task when you attain these results:
40
Activity Procedure
Complete these steps:
Step 1
Step 2
Click the (1) Add Agent button, and complete the following field entries:
First name:
Orville
Last name:
Wright
Login name:
OWright
Password:
training
20
Step 3
Select the Skill group membership tab, and then click the Add button
Step 4
Select the CM.CV.PreSales.SG skill group, and then click the OK button.
Step 5
Activity Verification
You have completed this task when you attain these results:
The Agent Orville Wright has been created with AgentID 20, and made a member of
CM.CV.PreSales.SG.
41
Activity Procedure
Complete these steps:
Step 1
First name:
Last name:
Login name:
Password:
training
21
Step 2
For Skill group membership, add your second agent to the Post Sales skill
group.
Activity Verification
You have completed this task when you attain these results:
42
The Agent Patty Wagstaff (or any other name you used) has been created with AgentID 21
and made a member of CM.CV.PostSales.SG.
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Activity Verification
You have completed this task when you attain these results:
43
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
At the Attributes tab, enter the Name as Sales, and the select the Peripheral
as CM using the drop down list.
Step 4
Step 5
Click the Add button, select the agent that is not defined as a supervisor, and
click OK. The agent has been added to the team.
Step 6
Step 7
Select the supervisor from the Primary supervisor drop down. You will now
see the supervisor CM.Orville_Wright is the Primary supervisor. (There
can only be one primary supervisor per team).
Step 8
Activity Verification
You have completed this task when you attain these results:
44
Orville Wright, Agent 20, is now the Supervisor of the Sales Team with Agent 21 as a
member of that team.
Activity Procedure
Complete these steps:
Step 1
Step 2
Click the (1) Add Device Target button. From the Device Target tab,
complete the following field entries:
Name:
9501
Global address:
9501
Configuration parameters:
Step 3
Select the (2) Add Label button. From the Label tab, for the Routing client
select CM_rc using the drop down list, and for the Label, enter 9501
Step 4
Select the (2) Add Label button again. From the Label tab, for the Routing
client select IPIVR_rc using the drop down list, and for the Label, enter 9501
Step 5
Activity Verification
You have completed this task when you attain these results:
The Device Target for 9501 has been created with a label as 9501 for both routing clients.
45
Activity Procedure
Complete these steps:
Step 1
Add a device target for 9502, complete the following field entries:
Name:
9502
Global address:
9502
Configuration parameters:
Step 2
Add a label for this device target with the routing client as CM_rc and the
label as 9502.
Step 3
Add a label for this device target with the routing client as IPIVR_rc and the
label as 9502.
Step 4
Activity Verification
You have completed this task when you attain these results:
46
The Device Target for 9502 has been created with a label as 9502 from both routing clients.
Activity Procedure
Step 1
Step 2
Click the Add button. In the Name field, enter the enterprise name for this
new call type as Sales_CT.
Step 3
Activity Verification
You have completed this task when you attain these results:
Sales_CT call type has been configured and will display in the left side window.
47
Activity Procedure
Complete these steps:
Step 1
In the Configuration Manager, expand the Step by Step Configuration > Telephony
Contact Center Configuration>Configure Dialed Number (DN)> and double-click
to open the Dialed Number / Script Selector List.
Step 2
Click the Add button. In the Attributes tab, populate the fields for Routing Client
from the drop down as CM_rc, Dialed number string/Script selector as 7000, and add
a description. The Name will auto populate with the Routing client and Dialed
Number string concatenated together to give the enterprise name of CM_rc.7000.
Step 3
Activity Verification
You have completed this task when you attain these results:
48
Activity Procedure
Complete these steps:
Step 1
Step 2
Click the Dialed Number Mapping tab. Click the Add button. At the Dialed
Number Map Entry window, using the drop down select Sales_CT from the
list of available call types, and click OK.
Step 3
Activity Verification
You have completed this task when you attain these results:
The Dialed Number Mapping will display as All CLID, All CED, and Sales_CT call type.
49
Activity Objective
In this activity, the student will install the IPIVR PG1A, the JTAPI Plugin, the CM PG2A, and
the CTI server CG2A. After completing this activity, you will be able to meet these objectives:
Required Resources
These are the resources and equipment that are required to complete this activity:
51
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
ICM Setup
CCMAdmin
Job Aids
These job aids are available to help you complete the lab activity.
52
Activity Procedure
Complete these steps:
Step 1
From the desktop shortcut, launch the ICM 7.0 Release Media Setup.
Step 2
Under Instance Components click the Add button, then select the
Peripheral Gateway button.
Step 3
Step 4
Step 5
For the VRU Reporting section, select Service Control, and check the box
for Queue Reporting.
Step 6
For the Peripheral Interface Managers section, click the Add button. Select
the Client Type as VRU and select Pim1 for the available PIM, then click
OK.
Step 7
At the VRU Configuration (PIM 1) screen, check the Enable box, , and
complete the following field entries:
Peripheral name:
IPIVR
Peripheral ID:
5000
(Your number from the configuration exercise)
9999
Step 8
Step 9
Step 10
Step 11
Ensure that the correct entries are made for PG private A, PG private A high,
PG visible A, Router A and Router B visible and visible high interfaces. (For
classroom purposes, we are using an ICM SPRAWLER where the
components are installed on one server. In a production environment, they
would be installed across multiple servers). Click Next.
Step 12
At the Check Setup Information screen, verify your setup information. If all
is correct, click Next to continue.
53
Step 13
At the Setup Complete screen, click Finish to complete Setup. Then click
Exit Setup.
Activity Verification
You have completed this task when you attain these results:
54
PG1A shows up in the Instance components list, and in the Service Control list.
Activity Procedure
Complete these steps:
Step 1
Open the Service Control either from the desktop shortcut or from the ICM Admin
Workstation program group. Select the PG1A component and click the Start button.
Step 2
Examine the process ipcce-PG1A vrupim - pim1 [IPIVR ACTIVE]. The IPIVR
Pim should be ACTIVE.
Tip
If not, recheck your peripheral ID number in both your configuration and setup for PG1A.
Also, verify your VRU connection port.
Activity Verification
You have completed this task when you attain these results:
PGagent is InSvc and connected to one side router and Disc (disconnected) to the other.
The ipcce-PG1A vrupim - pim1 is Active.
55
Activity Procedure
Complete these steps:
Caution
Ensure that you are focused on the IPCCE VM (Sprawler). Access the CallManager Plugins
through a IE browser connection to the CallManager and install the JTAPI plugin on the
IPCCE VM.
Step 1
Step 2
Step 3
At the next Security Alert screen for the certificate, click Yes.
Step 4
At the Internet Explorer screen for blocked content, click the Add button.
Step 5
At the Trusted sites screen, click the Add button, then Close.
Step 6
At the Enter Network Password, enter the User Name as: student and the
Password as: training. Check the box to Remember my password, then
click OK.
Step 7
Step 8
At the Install Plugins screen, scroll down and click the icon for the Cisco
JTAPI.
Step 9
Step 10
Step 11
Step 12
At the JTAPI Destination screen, accept the default and click Next.
Step 13
At the Choose Destination Location screen, accept the default and click
Next.
Step 14
Step 15
Activity Verification
You have completed this task when you attain these results:
Activity Procedure
Complete these steps:
Step 1
From the desktop shortcut, launch the ICM 7.0 Release Media Setup.
Step 2
Under Instance Components click the Add button, and then select the
Peripheral Gateway button.
Step 3
Step 4
Step 5
For the Peripheral Interface Managers section, click the Add button. Select
the Client Type as CallManager and select Pim1 for the available PIM, then
click OK.
Step 6
Peripheral name:
CM
Peripheral ID:
5001
(Your number from the configuration exercise)
Service:
10.10.10.31
Caution
If using the host name here, you must have an entry in the host file.
User Id:
User password:
training
Step 7
Step 8
Step 9
Step 10
Ensure that the correct entries are made for PG private A, PG private A high,
PG visible A, Router A and Router B visible and visible high interfaces.
Click Next.
57
Note
For classroom purposes, we are using an ICM SPRAWLER where the components are
installed on one server. In a production environment, they would be installed across multiple
servers.
Step 11
At the Check Setup Information screen, verify your setup information. If all
is correct, click Next to continue.
Step 12
At the Restart Windows screen, select Yes, and click OK to complete Setup
and restart this IPCCE VM.
Step 13
Activity Verification
You have completed this task when you attain these results:
58
PG2A shows up in the Instance components list, and in the Service Control list.
Activity Procedure
Complete these steps:
Step 1
From the desktop shortcut, launch the ICM 7.0 Release Media Setup.
Step 2
Under Instance Components click the Add button, and then select the CTI
Server button.
Step 3
At the CTI Server Properties screen, using the drop down list, make sure
the CG Node ID is for CG 2 and Side A is selected. Uncheck Auto start.
Then click Next.
Step 4
At the CTI Server Component Properties screen, make a note of the Client
Connection Port Number (it should be 44027). Then click Next.
Step 5
At the CTI Server Network Interface Properties screen, delete all of the
Node B: entries (we are installing a simplex CTI Server). Then click OK.
Step 6
At the Check Setup Information screen, verify your setup information. If all
is correct, click Next to continue.
Step 7
At the Setup Complete screen, click Finish to complete Setup. Then click
Exit Setup.
Activity Verification
You have completed this task when you attain these results:
CG2A shows up in the Instance components list, and in the Service Control list.
59
Activity Procedure
Complete these steps:
Step 1
Open the Service Control either from the desktop shortcut or from the ICM
Admin Workstation program group.
Step 2
Click the Start All button and wait for the processes to start.
Step 3
Step 4
Step 5
Step 6
Tip
If not, recheck your peripheral ID numbers in both your configuration and setup for
PG1A/PG2A
Activity Verification
You have completed this task when you attain these results:
60
PGagent is InSvc and connected to one side router and Disc (disconnected) to the other.
The ipcce-PG1A vrupim - pim1 is Active.
61
Activity Objective
In this activity, the student will install the Cisco CTI Object Server (CTI OS) and the CTI OS
Agent and Supervisor Desktops. After completing this activity, you will be able to meet these
objectives:
Required Resources
These are the resources and equipment that are required to complete this activity:
62
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
Job Aids
These job aids are available to help you complete the lab activity.
63
Activity Procedure
Complete these steps:
Note
Step 1
Step 2
Step 3
At the CTI Instances screen, under the CTIOS Instance List, click the Add
button.
Step 4
At the Add CTI Server Instance screen, select the ipcce instance using the
drop down list and click the OK button. Select or highlight the ipcce name.
Step 5
At the CTI Instances screen, under the CTIOS Server List, click the Add
button.
Step 6
At the Add CTIOS Server screen, select the CTIOS Server Name CTIOS1
using the drop down list and click the OK button.
Step 7
Step 8
At the Peripheral Identifier screen, and complete the following field entries:
Logical Name:
CM
Peripheral ID:
5001
Peripheral Type
Login By
Agent ID
Step 9
Click Next.
Step 10
For all non-IPCC Hosted peripheral types, the Listen Port should be left at the default value
of 42028. For Hosted peripheral type, only the first instance can have this port. Subsequent
ones should have the port number incremented by one (i.e. 42029,42030, etc.), taking care
to configure the clients that will connect to them with the same port in their installs.
Step 11
Note
64
At the Statistics Information screen, leave the default settings. Then click
Next.
Since QoS enablement and statistics enablement are mutually exclusive, enabling QoS will
zero and disable all of the information relating to statistics.
Step 12
At the Peer CTIOS Server screen, do NOT check the box for Duplex. We
are installing simplex system. Click the Finish button.
Step 13
At the Cisco CTIOS Server Security screen, take note of the information.
Do NOT enable security, and click OK.
Step 14
Step 15
Step 16
Activity Verification
You have completed this task when you attain these results:
65
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
Step 4
At the Enter Install Drive screen, select Drive C and click OK.
Step 5
At the Select Features screen, check the boxes for CTI Toolkit Desktop
Software (Win32), Agent Desktop, IPCC Supervisor Desktop, and Tools.
Then click Next.
Step 6
At the Important Note screen, take note of the information and then click
Next.
Step 7
Note
Take note that the Enable QoS box is checked and grayed out. We did NOT enable QoS on
the CTIOS Server install. Click Next.
Step 8
Step 9
At the Cisco CTIOS Client Security screen, leave the default Self Signed
Certificate Authority checked and enter the password as training, and click
OK.
Step 10
At the Important Note screen, take note of the information and then click
Next.
Step 11
Step 12
Step 13
After the restart, log back in to the VM IPCCE and click the Start All button
in the ICM Service Control, and wait for the process to start/activate.
Step 14
Activity Verification
You have completed this task when you attain these results:
66
On the IPCCE VM Sprawler, from All Programs> Cisco Systems CTI Toolkit, Agent
Desktop and IPCC Supervisor Desktop are present.
Activity Procedure
Complete these steps:
Note
Tip
Step 1
Step 2
Step 3
Double-click the desktop shortcut icon for Agent Desktop. The CTI Toolkit
Agent Desktop opens.
Step 4
Step 5
Agent ID:
21
Password:
training
Instrument:
9501
Step 6
Click OK. Agent ID: 21 (Patty Wagstaff or other name) is now logged in, but
in a Not Ready state.
Step 7
Click the icon for Ready (or press alt-r) to place the agent in a Ready state.
Step 8
Double-click the desktop shortcut icon for IPCC Supervisor Desktop. The
CTI Toolkit IPCC Supervisor Desktop opens.
Step 9
Step 10
Agent ID:
20
Password:
training
Instrument:
9502
Step 11
Click OK. Agent ID: 20 (Orville Wright) is now logged in, but in a Not
Ready state.
Step 12
Click the icon for Ready (the alt-n does not work in Supervisor Desktop) to
place the agent in a Ready state.
The Agent/Supervisor name is now displayed by default in the title bar of the CTIOS
Softphone.
Step 13
The information for the Agents on the Supervisors Team will show up in the
CTI Toolkit Team Real-Time Status for Voice display.
Step 14
With the agent selected in the Real-Time Status display, click on the Make
Monitored Agent Ready icon. This will put the agent in a Ready state.
For monitored agents, you can make an agent ready or logout an agent. You cannot make
an agent Not Ready.
67
Step 15
From the Agent Instrument place a call to the Supervisor Instrument. Take
note of the information displayed for the call.
Step 16
Make both agents Not Ready, then log them off by clicking the Logout icon
(or alt-o will work for Agent, but not Supervisor).
Activity Verification
You have completed this task when you attain these results:
68
Activity Objective
In this activity, the student will create a Translation Route using the Translation Route Wizard.
After completing this activity, you will be able to meet these objectives:
Required Resources
These are the resources and equipment that are required to complete this activity:
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
Job Aids
These job aids are available to help you complete the lab activity.
70
Activity Procedure
Complete these steps:
Step 1
Step 2
Step 3
At the Select Configuration Task screen, select Create New and click Next.
Step 4
Step 5
Step 6
Note
Only Services are defined here in the Translation Route Wizard, so we will select the
generic Service that was set up for Translation Routes
Step 7
At the Select Routing Clients and Dialed Numbers screen, select the PostRouting Client as CM_rc. Click Add and the CM_rc will appear in the box
under Routing Client Name. Click Next.
Step 8
At the Select Network Trunk Groups for Routing Clients screen, select
CM_rc and IPIVR_NTG1, then click Add to place these items in the list.
Click Next.
Step 9
At the Configure DNIS screen, select the Add DNIS range button. In the
TR Wizard DNIS range dialog box, enter the start as 7001 and the End as
7003 and click OK to close the dialog box. Click Next.
Step 10
At the Configure Label screen, select the Set suffix = DNIS button. Leave
the default Include DNIS string as is selected and click OK to close the
dialog box. The labels are now complete, click Next.
Step 11
Up until this point the wizard hasnt entered anything into the database. Click
the Create translation route button to add this translation route to the
database. After a short duration a dialog box appears informing you that
Translation route IPCC_TransRoute has been created successfully. Click
OK to close the dialog box.
Step 12
Click the Run report button to open the Translation Route Configuration
Report. When you have examined your report, click the lower (or inside)
X to close the report and click the Finish button to close the Translation
Route Wizard.
Activity Verification
You have completed this task when you attain these results:
71
72
Using Configuration Manager, view the Label list for the new entries, and view the
Translation Route Explorer to see the newly added IPCC_TransRoute translation route.
73
Activity Objective
In this activity, the student will create a Translation Route using the Translation Route Wizard,
then create an ICM script. After completing this activity, you will be able to meet these
objectives:
Required Resources
These are the resources and equipment that are required to complete this activity:
74
Command List
The table describes the commands that are used in this activity.
Tools
Tool
Description
CED Node
Used to instruct the CallRouter how to process caller entered digits (CED)
Queue Node
Call Tracer
Job Aids
These job aids are available to help you complete the lab activity.
75
Incoming call arrives on dialed number 7000. A Translation Route to VRU node is used to
direct the call to an available CTI port for media termination. The ICM has directed the
IPIVR to run the CollectDigits script (IPIVR script) where the caller is prompted for digits.
If a CED of 1 is entered, send the caller to the PreSales.SG. If there are no agents
available, the caller will queue to PreSales.SG until an agent becomes available.
If a CED of 2 is entered, send the caller to the PostSales.SG. If there are no agents
available, the caller will queue to PostSales.SG until an agent becomes available.
Activity Procedure
Complete these steps:
Step 1
Locate and double click the icon for Script Editor in the ICM Admin
Workstation Program Group.
Step 2
Open a new script by clicking on the New folder icon in the Script Editor
menu tool bar. When the Create A New Script window appears, select the
phone icon for Routing script.
Step 3
Step 4
Using the Palette (or the Right-Click Method), build the script in the
provided diagram.
Step 5
Step 6
When your script has been completed, Validate the script to identify and then
correct errors or warnings.
Step 7
Step 8
Activity Verification
You have completed this task when you attain these results:
The TransRoute script has been created, validated, saved, and scheduled.
76
Activity Procedure
Complete these steps:
Step 1
With no agents logged in, Run Call Tracer with CM_rc.7000 dialed number
and CED 1. The call should Queue to CM.CV.PreSales.SG.
Step 2
With no agents logged in, Run Call Tracer with CM_rc.7000 dialed number
and CED 2. The call should Queue to CM.CV.PostSales.SG.
Step 3
Step 4
Run Call Tracer with CM_rc.7000 dialed number and CED 1. The call
should go to the Longest Available Agent (LAA) of CM.CV.PreSales.SG.
Step 5
Run Call Tracer with CM_rc.7000 dialed number and CED 2. The call
should go to the Longest Available Agent (LAA) of CM.CV.PostSales.SG.
Activity Verification
You have completed this task when you attain these results:
When agents are Not Ready, the calls will Queue. If an agent is available the call is
directed to the agent resource.
77
Activity Procedure
Complete these steps:
Step 1
With no agents logged in, from the 9503 phone, dial 7000. When prompted,
press 1 for a PreSales agent. You should hear an announcement that All
representatives are helping other customers, and the call is placed into queue
while music plays.
Step 2
Step 3
With no agents logged in, from the 9503 phone, dial 7000. When prompted,
press 2 for a PostSales agent. You should hear an announcement that All
representatives are helping other callers, and the call is placed into queue
while music plays.
Step 4
Activity Verification
You have completed this task when you attain these results:
78
When agents are Not Ready, the calls will Queue. If an agent is available, the call is
directed to the agent resource and the pone where that agent is logged in to will ring.
79