Cisco Cisco IP Contact Center Release 4.6.2 User Guide

IPCC Enterprise call flows differ significantly from ICM with traditional ACD call flows. In ICM with
traditional ACD systems, ICM software identifies the ACD service to which to route the call and notifies
the routing client. The call is queued and answered by an agent selected by the ACD at the ACD service.
The ACD service retains and tracks all the queuing and agent information.

While legacy ACD systems track statistics using the ACD service, IPCC Enterprise systems disperse
statistics among several components, including

•

ICM software, which tracks statistics such as call type and skill group queue information. These
statistics are gathered by the ICM Central Controller. While the service in the ICM Enterprise with
ACD system determines call treatment, the call type in the IPCC Enterprise system determines call
treatment and can be used to report on calls and how they were handled.

•

Service associated with the VRU, which tracks statistics such as wait times and VRU activity.
These statistics are gathered by the VRU PG.

•

Skill groups associated with the agent, which track statistics such as talk/active time, hold/paused
time, and wrap up time. These statistics are gathered by the Cisco CallManager PG.

The IPCC Enterprise system disperses statistics in this manner because ICM software component does
not have media termination points; physical voice calls must be sent to the VRU while being queued by
the ICM Router.

The ICM Central Controller, VRU, and Cisco CallManager all gather reporting data which is stored in
ICM software databases for centralized reporting. Real-time data is stored in the ICM Central Controller
local database and historical data is stored in the ICM historical database located on the ICM Historical
Data Server (HDS).