In an ACD environment, ICM generates a label targetting the Skill Group rather than the specific Agent. And ACD takes the routing decision to which agent the call should be routed.Then, why does a PG updates the status of Agents to ICM in this scenar...

Can I have only agent ip phones without Cisco agent desktop?(In case I do not want CTI pop-ups and all we want is to attend the call)

Can i Use a single PG to connect to Avaya ACD, CCM, and IVR. ie Avaya ACD through PIM instance1CCM through PIM instance2and IVR through PIM instance3.All the PIM instance belongs to the same PG.

I am looking for a diagram, which wud have the following components:1) IPCC software (stand alone)handling a small call center.2) Call Manager, CALL MANAGER EXPRESS.3) IPCC express.4) CTI server, desktop, IP phones, PG, NIC, IXC switch5) ICM enterpri...

can anyone help me in listing out the essential ipcc componets required to set up a ipcc lab environment