Cisco Cisco IPICS Release 1.0 Information Guide
Customer Case Study
Intelligent Call Routing
Cisco Unified Contact Center Express provides intelligent call routing so that emergency calls as
well as routine calls are directed to the right person, the first time. “During medical events and
aircraft emergencies, it’s especially important that we route calls to a trained operator to respond as
quickly as possible,” says White.
well as routine calls are directed to the right person, the first time. “During medical events and
aircraft emergencies, it’s especially important that we route calls to a trained operator to respond as
quickly as possible,” says White.
Communications Interoperability
Cisco IP Interoperability and Collaboration System (IPICS) enables operations center staff to join
any virtual talk group or talk on the phone with their headset. “Cisco IPICS enables open
communications across all of our different groups, no matter what radio or telephone systems they
use,” says White. Using the Cisco IPICS Push-to-Talk Management Console (PMC) software on
their PC, security personnel just click once to select the radio channel that they want to monitor,
eliminating the need to work at a desk that has the physical radios. “The ability to collaborate with
the click of a button instead of relying on a dispatcher to relay information enables more efficient
response, and potentially a better outcome,” says Jim Swanson, HP’s solutions infrastructure
practice manager. HP also integrated Cisco IPICS with the airport’s access control systems.
Previously, alert conditions sounded an alarm in the emergency operations center, adding to
overhead noise. Now, Cisco IPICS directs the alarm to the headset of the person in charge.
any virtual talk group or talk on the phone with their headset. “Cisco IPICS enables open
communications across all of our different groups, no matter what radio or telephone systems they
use,” says White. Using the Cisco IPICS Push-to-Talk Management Console (PMC) software on
their PC, security personnel just click once to select the radio channel that they want to monitor,
eliminating the need to work at a desk that has the physical radios. “The ability to collaborate with
the click of a button instead of relying on a dispatcher to relay information enables more efficient
response, and potentially a better outcome,” says Jim Swanson, HP’s solutions infrastructure
practice manager. HP also integrated Cisco IPICS with the airport’s access control systems.
Previously, alert conditions sounded an alarm in the emergency operations center, adding to
overhead noise. Now, Cisco IPICS directs the alarm to the headset of the person in charge.
HP configured Cisco IPICS so that only authorized personnel can monitor New Zealand Police
channels, and set up several other radio channels as listen-only, including conversations between
airline pilots and the aviation tower. “Personnel no longer need to rely on a single individual to
understand and disseminate information from the channel,” says Swanson. “Instead, all people who
need the information are fully informed at every point during emergency operations.”
channels, and set up several other radio channels as listen-only, including conversations between
airline pilots and the aviation tower. “Personnel no longer need to rely on a single individual to
understand and disseminate information from the channel,” says Swanson. “Instead, all people who
need the information are fully informed at every point during emergency operations.”
© 2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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