About This Guide (Release 4.6.2)

This manual describes how to administer and manage Intelligent Contact Management (ICM) software. It includes information about database administration, job scheduling, event management, support services, and ICM software's fault tolerant architecture.

Audience

This manual is intended for personnel who are administering the Intelligent Contact Management. As an ICM administrator, you should be familiar with Microsoft SQL Server database administration and Windows NT. This manual also assumes that you have a general understanding of the ICM system components and how they work together as a complete call routing system.

Organization


Chapter	Description
Chapter 1, "Introduction"	Provides an overview of the Intelligent Contact Management system. This chapter also describes aspects of the system that are of interest to the administrator.
Chapter 2, "Fault Tolerance"	Describes the main features of the ICM fault tolerant architecture, with special emphasis on how fault tolerance affects the administration of the system.
Chapter 3, "The ICM Databases"	Introduces the local and central ICM databases and explains how they are used.
Chapter 4, "Database Administration"	Describes the ICMDBA tool, used for various database administration tasks.
Chapter 5, "General Administration"	Describes the administration that ICM software performs automatically. This chapter also includes several optional administration features that you can use.
Chapter 6, "Scheduled Jobs"	Explains the commands that ICM software runs automatically at regular intervals. This chapter also introduces the Job Scheduler, an Admin Workstation tool that you can use to set up your own scheduled commands.
Chapter 7, "Event Management"	Describes how ICM software reports events from components and processes throughout the system. This chapter also describes the different tools that you can use to view event data.
Chapter 8, "Support Facilities"	Explains the ICM Distributed Diagnostics and Services Network (DDSN) and several other customer support services.

Conventions


Format	Example
Boldface type is used for user entries, keys, buttons, and folder and submenu names.	Choose Edit > Find from the ICM Configure menu bar.
Italic type indicates one of the following: •A newly introduced term •For emphasis •A generic syntax item that you must replace with a specific value •A title of a publication	•A skill group is a collection of agents who share similar skills. •Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01). •IF (condition, true-value, false-value) •For more information, see the Cisco ICM Software Database Schema Handbook.
An arrow (>) indicates an item from a pull-down menu.	The Save command from the File menu is referenced as File > Save.

Other Publications

For additional information about Cisco Intelligent Contact Management (ICM) software, see the Cisco web site listing ICM documentation.

Obtaining Documentation

The following sections provide sources for obtaining documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following sites:

Documentation CD-ROM

Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or as an annual subscription.

Ordering Documentation

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Registered Cisco Direct Customers can order Cisco Product documentation from the Networking Products MarketPlace:

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Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

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Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, in North America, by calling 800 553-NETS(6387).

Documentation Feedback

If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco.

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Attn Document Resource Connection
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-9883

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco.

Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available.

Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.

Technical Assistance Center

The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.

Contacting TAC by Using the Cisco TAC Website

If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website:

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P3—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

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P4—You need information or assistance on Cisco product capabilities, product installation, or basic product configuration.

In each of the above cases, use the Cisco TAC website to quickly find answers to your questions.

If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website:

Contacting TAC by Telephone

If you have a priority level 1 (P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website:

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P1—Your production network is down, causing a critical impact to business operations if service is not restored quickly. No workaround is available.

P2—Your production network is severely degraded, affecting significant aspects of your business operations. No workaround is available.

Table Of Contents

About This Guide

Purpose