Here are some steps.
Create extension (Agent Line) in CM - No Call waiting.
Create user "pguser" in CM.
Associate Agent Line extension with pguser. Ensure "no primary extension" is checked
Now, In ICM configuration Manager, do the following
Create device target for corresponding extenion configured. Add labels for each peripheral (CM's and the IVR's). Now the extension will be monitored by ICM
Create Agent. Note that Peripheral number is the login ID for CTI. I like to keep peripheral number the same as the agent line extension
Associate agent with skillgroups and Agent desk settings.
Now, you should be able to login to CTI
That is basically it for agent login
For routing calls to ICM,
Create RP in CM. Associate RP with pguser
In ICM, create call type, create Dialed number and associate with call type
Create ICm script and associate script with call type. Now any calls coming into the DN will flow through the ICM script.
For IVR stuff, there is lot more config such as creating ivrports, creating "jtapiuser" and associating ivrports with jtapiuser in CM.
In IVR, setup ports, setup translation routes etc etc etc
