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Community Member

IP Contact Center - ICM

I am deploying IP telephony system for my company's customer contact center.

I installed CallManager, IP Phone 7960, VoIP Gateway( Cisco 3825 Router).

Now i want manage communication data and monitor operation of all IP Phone, so i install IPCC.

But when i follow document to config IPCC, i can't find ICM in CRA Administration->Subsystem->ICM.

I think ICM is not installed but i don't have ICM install disk.

How to install ICM? Is it one option when install IPCC?

Do you have any idea?

Thanks a lot.

Hall of Fame Super Silver

Re: IP Contact Center - ICM

Which IPCC product did you purchase?

There is IPCC Express which is based on the CRS engine and requires one server (may add more server if HA is required)

And there is IPCC Entperise, which is set of ICM components: PG(s), Logger(s), Router(s), AW(s), HDS(s), to go along with IVR servers such as CVP or IP-IVR (build on CRS as well).

If you purchased IPCC Enteprise with IP-IVR then your CRS licnese will allow you to add the ICM integratin within IP-IVR sevrver.

Check out this link for more info:

HTH, please rate all posts!


Community Member

Re: IP Contact Center - ICM

I buy IPCC Express, my disk's label is "Cisco IPCC Express, IP IVR, Queue Mgr"

I installed Callmanager and IPCC Express in same server.

When open CRA Adminnistration->Subsystem i can't not find ICM as described in my document

"IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition".

I sent 2 attachment snap at server installed Callmanager and IPCC.

Do i need to buy ICM or can download it?


Tran Thanh

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