Cisco Cisco Unified Contact Center Enterprise 9.0(2) Release Note

Summary

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System IPCC can be deployed standalone with a mixture of CCM and IVR peripherals.

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System IPCC presents a single peripheral model to IPCC Gateway PG.

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System IPCC presents a single routing client interface to Central Controller.

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System IPCC is easier to configure and script than IPCC Enterprise PG.

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Combined reporting of agent and IVR activity.

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CVP is not supported, IP IVR must use SCI.

System IPCC to ICM Object Mapping

Following is a list of ICM objects either not used or renamed in System IPCC:

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System IPCC does not use or require these ICM objects: services, labels, persons, device
targets, translation routes, dialed number plan, and trunk groups.

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System IPCC does not support post routing.

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System IPCC does not support sub skill groups.

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System IPCC's call variables are equivalent to ICM's expanded call context variables.

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System IPCC's network IVR is equivalent to ICM's network VRU.

IPCC Express

In terms of scripting and routing, the IPCC Express environment is treated no differently than
any other legacy ACD.

You can design ICM scripts to interact with IPCC Express scripts in an IPCC Express system
integrated with an ICM system through the IPCC Gateway. In such an integrated system, the
IPCC Express software is linked as an ACD to the ICM software.

Scripting in an IPCC Express Environment

The scripts on Parent ICM must match the scripts on the Child IPCC Express system. This
means that, if the parent ICM script returns a route-point as label, the script on child IPCC
Express system must be designed to handle that route-point label.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)