Cisco Cisco IPCC Web Option User Guide

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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.
This deployment could also be an IPCC Gateway deployment, in which a parent ICM Enterprise
system connects to a child IP ACD (either IPCC Enterprise with the IPCC System PG or IPCC
Express). In this case, the ACD PG would be the IPCC Gateway PG.
IPCC Enterprise Architecture
Unlike the 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 both a VRU and the Cisco CallManager. The Cisco CallManager supports the agent activity
and the VRU interacts with ICM/IPCC software for task queuing. Reporting data is gathered
both while tasks are at the CallManager and while they are at the VRU.
The following image depicts the topology of an IPCC Enterprise site that uses separate PGs for
the Cisco CallManager and IP-IVR, with IP-IVR as the VRU, in which multichannel applications
have not been deployed. Note that for System IPCC deployments and IPCC Enterprise with
IPCC System PG deployments, the Cisco CallManager and VRU are on the same peripheral.
Figure 2: IPCC Enterprise Architecture
Refer to either the Cisco IPCC Enterprise Installation and Configuration Guide or the Cisco
IPCC Enterprise Edition System IPCC Installation and Configuration Guide 
for more details
about your specific deployment.
IPCC Enterprise call flows differ significantly from ICM/IPCC with traditional ACD call flows.
In ICM/IPCC 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
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
IPCC Enterprise Versus ICM Enterprise with ACD Architecture