Cisco Cisco IP Contact Center Release 4.6.2 User Guide

The Cisco IPCC Enterprise system is part of the Cisco Architecture for Voice, Video, and Integrated
Data (AVVID). IPCC Enterprise functions as a virtual ACD. Some of the capabilities of IPCC Enterprise
include intelligent multichannel contact routing, ACD functionality, network-to-desktop computer
telephony integration (CTI), voice response unit (VRU) integration, call queuing, and consolidated
reporting.

The IPCC Enterprise architecture includes Cisco Intelligent Contact Management (ICM) software, Cisco
CallManager, an Voice Response Unit (VRU) Peripheral Gateways (PGs), and agent and supervisor
desktops. The IPCC Enterprise architecture might also include multichannel options, including Cisco
Collaboration Server and Cisco E-Mail Manager. The IPCC Enterprise architecture affects reporting and
differs considerably from the architecture of ICM configurations that use legacy ACDs.

To understand IPCC Enterprise reporting, you should first understand the IPCC Enterprise components,
how the IPCC Enterprise architecture differs from ICM with legacy ACD configurations, and data flow
in IPCC Enterprise systems.

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Basic components in an IPCC Enterprise system include:

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The ICM software on the Central Controller provides ACD functionality, including monitoring
and controlling of agent state, routing and queuing of tasks, CTI capabilities, collecting real-time
data for agents and supervisors, and historical reporting for management. The ICM Central Controller