Cisco Cisco Customer Response Solution Downloads Design Guide
C H A P T E R
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Cisco IPCC Express Solution Reference Network Design
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5
Basics of Call Center Sizing
This chapter introduces the basic concepts involved in call center sizing.
Terminology
illustrates the common port types and how they map to IPCC Express.
Figure 5-1
Call Center Port Types
Call center sizing differentiates the port types as follows:
•
Gateway or PSTN trunk ports — handle calls originating from the PSTN. They are purchased
separately from IPCC Express.
separately from IPCC Express.
•
Prompt-and-collect (P&C) ports — perform basic P&C and/or queuing only. P&C ports are IVR
ports that have limited functionality, and they are available for both IPCC Express Standard and
IPCC Express Enhanced. These ports perform basic call treatment of P&C only, and they do not
provide the capability to do database dips, email, ASR/TTS, VoiceXML, or HTTP. Both IPCC
Express Standard and IPCC Express Enhanced have basic IVR capability in the form of P&C ports,
and you can have as many P&C ports as the hardware server supports. (See
ports that have limited functionality, and they are available for both IPCC Express Standard and
IPCC Express Enhanced. These ports perform basic call treatment of P&C only, and they do not
provide the capability to do database dips, email, ASR/TTS, VoiceXML, or HTTP. Both IPCC
Express Standard and IPCC Express Enhanced have basic IVR capability in the form of P&C ports,
and you can have as many P&C ports as the hardware server supports. (See
.) These ports are included at no additional cost with IPCC Express Standard or
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IVR
Ports
Queue
Ports
Trunk
Ports
PBX
IVR
ACD
Agents
IPCC
Express
Trunk
Gateway
Ports
IVR
Ports
Queue
Ports
M
PSTN
V
CallManager
PSTN
Agents
CTI Port
Example
TDM
Call
Center
Config
Example
Cisco
IPT
Call
Center
Config
IP
IP