Cisco Cisco Customer Response Solution Downloads Design Guide

This document provides system-level best practices and design guidance for the Cisco IP Contact Center 
(IPCC) Express Edition Release 3.5. With proper planning, design, and implementation, Cisco IPCC 
Express provides a reliable and flexible voice processing and contact center solution for the enterprise.

This design guide is intended for the system architects, designers, engineers, and Cisco channel partners 
who want to apply best design practices for Cisco IPCC Express.

This design guide assumes that the reader is already familiar with the following concepts:

Cisco CallManager Administration

Cisco IPCC Express and Cisco IP IVR administration

General system requirements and network design guidelines available from your local Cisco 
Systems Engineer (SE)

This document describes the various components used to build a Cisco IPCC Express system, and it 
gives recommendations on how to combine those components into an effective solution for your 
enterprise.

The following topics are not covered in this design guide:

Installation and configuration of Cisco IPCC Express, IP IVR, and Agent Desktop. For more 
information about these Cisco products, refer to the online product documentation available at 
Cisco.com.

Cisco IP IVR and Cisco QM programming guidelines. IPCC Express is a packaged solution built 
upon a Cisco software platform called Customer Response Solutions (CRS). The CRS platform 
supports other solution packages—IP IVR and IP Queue Manager (QM). IP IVR and IP QM are 
primarily used with IPCC Enterprise. Unlike IPCC Express, the IP IVR and IP QM solutions do not 
provide ACD and CTI functions. In IPCC Enterprise deployments, the ACD and CTI functions are 
provided by the Intelligent Contact Management (ICM) software. ICM software, combined with 
either IP IVR or IP QM and CallManager, make up the IPCC Enterprise Solution. Both IP IVR and