Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

consists of two components: CallRouter and Logger. ICM software also provides Outbound Option,
which enables agents to make automated outbound calls to customers.

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Cisco CallManager provides features comparable with those of a traditional PBX system to Voice
over IP telephony devices such as Cisco IP phones and VoIP gateways. Cisco CallManager handles
the switching requirements of the IPCC system and allows deployment of voice applications and
the integration of telephony systems with Intranet applications.

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The Voice Response Unit serves several purposes. It acts as the routing client, is used for information
gathering through DTMF digit or ASR (Automatic Speech Recognition) collection, provides
self-service functionality, and serves as the queue point for the IPCC Enterprise solution by playing
announcements and/or music to the caller. This guide discusses two VRUs supported by IPCC
Enterprise: Cisco Internet Service Node (ISN) and Cisco IP-IVR. Because these VRUs support
different features and behave differently, IPCC Enterprise reporting data is affected by the type of
IVR you have deployed in your system. Note that several other VRUs are also supported for IPCC
Enterprise.

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Peripheral Gateways act as proxies for the Cisco CallManager and IVR components to the ICM
Central Controller. They are also responsible for collecting historical and real-time data on the IVR
and agent activities and sending this data to the ICM Central Controller. PGs contain Peripheral
Interface Managers (PIMs), which provide communication between ICM software and peripherals
such as Cisco CallManager and IVR. If multichannel options and/or Outbound Option have been
integrated into the IPCC Enterprise system, the configuration also includes Media Routing Peripheral
Gateways (MR PGs) used to send routing requests from the multichannel applications to ICM
software. A single Media Routing Peripheral Gateway (MR PG) can support multiple applications;
you configure a separate PIM for each application.

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IPCC Enterprise supports two agent/supervisor desktop solutions: Cisco CTI Object Server (CTI
OS) and Cisco Agent/Supervisor Desktop (CAD). CTI OS and CAD are server-based CTI solutions
that provide desktops used by contact center agents and supervisors. CTI OS is a toolkit that enables
you to create customized agent and supervisor desktops.

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Multichannel options include Cisco Collaboration Server and Cisco E-Mail Manager. Cisco Media
Blender and Cisco Dynamic Content Adapter are optional components of Collaboration Server.
Collaboration Server provides the ability for agents to share information with customers over the
Web, such as Web pages, forms, and applications, while at the same time conducting a voice
conversation or a text chat. Cisco E-Mail Manager manages high volume of customer inquiries
submitted to company e-mail boxes or a Web site. E-Mail Manager selects agents and teams to
receive incoming messages, categorizes and prioritizes messages, suggests response templates,
and, if desired, sends automatic responses. If included in the IPCC Enterprise system, multichannel
options connect to ICM software component in the system. The multichannel options are responsible
for sending the incoming task request to ICM software for agent/skill group selection through the
MR PG and placing the selected agent into session with the task. Agent status and activity for
Collaboration Server and E-Mail Manager is sent to ICM software through the Agent PG.