Cisco Cisco IPCC Web Option
include routing, queuing, monitoring, and fault tolerance. Unified ICM forms the basis for the
Cisco Customer Contact Suite.
Cisco Customer Contact Suite.
The system software functions across environments as well as across channels.
The system software functions in the older environment of telephone calls delivered over TDM
line, of hardware ACDs and IVRs, and of call centers centralized around the hardware. The
system software can route calls for a single 800 number or for several different numbers. The
system software reads information about each incoming call from the public network, determines
the best destination for that call, and returns information to the public network instructing it
where to route the call. This is known as call-by-call routing.
line, of hardware ACDs and IVRs, and of call centers centralized around the hardware. The
system software can route calls for a single 800 number or for several different numbers. The
system software reads information about each incoming call from the public network, determines
the best destination for that call, and returns information to the public network instructing it
where to route the call. This is known as call-by-call routing.
The system software makes routing decisions by executing scripts that can easily be modified.
These scripts can use real-time information about activity at the contact centers to find the
destination best able to handle the call. You can monitor how the system is handling calls and
can make changes to the scripts when needed.
These scripts can use real-time information about activity at the contact centers to find the
destination best able to handle the call. You can monitor how the system is handling calls and
can make changes to the scripts when needed.
The system software functions in the newer environment of multi-channel contacts delivered
through IP connections, of software ACDs and IVRs, and of contact centers that can be as
decentralized as the Internet or as centralized as business practices — not hardware necessities
— require them to be.
through IP connections, of software ACDs and IVRs, and of contact centers that can be as
decentralized as the Internet or as centralized as business practices — not hardware necessities
— require them to be.
The system software functions in the mixed transition environment that involves all of the above.
See Also
For detailed information about Unified ICM, refer to the Pre-installation Planning Guide for
Cisco Unified ICM Enterprise and Hosted and the Administration Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted.
Cisco Unified ICM Enterprise and Hosted and the Administration Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted.
Cisco Unified Contact Center Enterprise Overview
Cisco Unified Contact Center Enterprise (Unified CCE) delivers intelligent contact routing, call
treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact
management over an IP infrastructure. It combines multichannel automatic call distributor
(ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly
deploy a distributed contact center infrastructure.
treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact
management over an IP infrastructure. It combines multichannel automatic call distributor
(ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly
deploy a distributed contact center infrastructure.
Unified CCE provides:
•
Segmentation of customers, and monitoring of resource availability
•
Delivery of each contact to the most appropriate resource anywhere in the enterprise
•
Comprehensive customer profiles using contact-related data, such as dialed number, and
calling line ID
calling line ID
•
Routing to the most appropriate resource to meet customer needs based on real-time conditions
(such as agent skills, availability, and queue lengths)
(such as agent skills, availability, and queue lengths)
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
8
Chapter 1: Configuration Overview
Software Overview