Cisco Cisco IPCC Web Option User Guide
IPCC Enterprise Versus Legacy ACD Architecture
This section describes the differences in architecture and reporting between legacy ICM Enterprise with
ACD systems and IPCC Enterprise systems.
ACD systems and IPCC Enterprise systems.
Legacy ICM Enterprise with ACD Architecture
In an ICM Enterprise system with a legacy ACD, the configuration includes one PG that connects to the
ACD. An IVR could be used for information gathering or self-service, but is not mandatory. The calls
are queued within the legacy ACD system.
ACD. An IVR could be used for information gathering or self-service, but is not mandatory. The calls
are queued within the legacy ACD system.
The following image depicts the topology of a basic legacy ACD site.
Figure 1 : ICM Enterprise with ACD architecture
Note: Traditional ICM Enterprise with ACD configurations might also include a VRU. However, in an
ACD configuration VRUs are optional and serve the purpose of collecting caller information. A VRU
cannot be used for call queuing in traditional ACD configurations; the ACD is used to queue the call.
ACD configuration VRUs are optional and serve the purpose of collecting caller information. A VRU
cannot be used for call queuing in traditional ACD configurations; the ACD is used to queue the call.
IPCC Enterprise Architecture
Unlike the legacy ICM Enterprise with ACD configuration which performs its own queuing, the IPCC
Enterprise system requires a VRU in order to queue calls. The VRU can be used for information gathering
and self-service in addition to queuing. The IPCC Enterprise system therefore connects to at least two
peripherals: the VRU and the Cisco CallManager. The IPCC system must be configured with a Peripheral
Interface Manager (PIM) for VRU and a PIM for Cisco CallManager. These PIMs might reside on the
same PG or on different PGs. The Cisco CallManager PG supports the agent activity and the VRU PG
interacts with ICM software for task queuing. These PGs share responsibility with ICM for collecting
reporting information for agents and tasks.
Enterprise system requires a VRU in order to queue calls. The VRU can be used for information gathering
and self-service in addition to queuing. The IPCC Enterprise system therefore connects to at least two
peripherals: the VRU and the Cisco CallManager. The IPCC system must be configured with a Peripheral
Interface Manager (PIM) for VRU and a PIM for Cisco CallManager. These PIMs might reside on the
same PG or on different PGs. The Cisco CallManager PG supports the agent activity and the VRU PG
interacts with ICM software for task queuing. These PGs share responsibility with ICM for collecting
reporting information for agents and tasks.
The following image depicts the topology of a basic IPCC Enterprise site with IP-IVR as the VRU, in
which multichannel applications have not been deployed.
which multichannel applications have not been deployed.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Understanding IPCC Enterprise Reporting Architecture
IPCC Enterprise Versus Legacy ACD Architecture