Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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Peripheral Gateways (PGs)
Peripheral Gateways act as proxies for the Cisco CallManager and IVR components to the
ICM/IPCC Central Controller. They are also responsible for collecting historical and real-time
data on the IVR and agent activities and sending this data to the ICM/IPCC Central Controller.
PGs contain Peripheral Interface Managers (PIMs), which provide communication between
ICM/IPCC software and peripherals such as Cisco CallManager and IVR. If multichannel
options and/or Outbound Option have been integrated into the IPCC Enterprise system, the
configuration also includes Media Routing Peripheral Gateways (MR PGs) used to send
routing requests from the multichannel applications to ICM/IPCC software. A single Media
Routing Peripheral Gateway (MR PG) can support multiple applications; you configure a
separate PIM for each application.
ICM/IPCC Central Controller. They are also responsible for collecting historical and real-time
data on the IVR and agent activities and sending this data to the ICM/IPCC Central Controller.
PGs contain Peripheral Interface Managers (PIMs), which provide communication between
ICM/IPCC software and peripherals such as Cisco CallManager and IVR. If multichannel
options and/or Outbound Option have been integrated into the IPCC Enterprise system, the
configuration also includes Media Routing Peripheral Gateways (MR PGs) used to send
routing requests from the multichannel applications to ICM/IPCC software. A single Media
Routing Peripheral Gateway (MR PG) can support multiple applications; you configure a
separate PIM for each application.
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Agent/Supervisor Desktops
IPCC Enterprise supports two agent/supervisor desktop solutions: Cisco CTI Object Server
(CTI OS) and Cisco Agent/Supervisor Desktop (CAD). CTI OS and CAD are server-based
CTI solutions that provide desktops used by contact center agents and supervisors. CTI OS
is a toolkit that enables you to create customized agent and supervisor desktops.
(CTI OS) and Cisco Agent/Supervisor Desktop (CAD). CTI OS and CAD are server-based
CTI solutions that provide desktops used by contact center agents and supervisors. CTI OS
is a toolkit that enables you to create customized agent and supervisor desktops.
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Multichannel options
Multichannel options include Cisco Collaboration Server and Cisco E-Mail Manager. Cisco
Media Blender and Cisco Dynamic Content Adapter are optional components of Collaboration
Server. Collaboration Server provides the ability for agents to share information with customers
over the Web, such as Web pages, forms, and applications, while at the same time conducting
a voice conversation or a text chat. Cisco E-Mail Manager manages high volume of customer
inquiries submitted to company e-mail boxes or a Web site. E-Mail Manager selects agents
and teams to receive incoming messages, categorizes and prioritizes messages, suggests
response templates, and, if desired, sends automatic responses. If included in the IPCC
Enterprise system, multichannel options connect to ICM/IPCC software component in the
system. The multichannel options are responsible for sending the incoming task request to
ICM/IPCC software for agent/skill group selection through the MR PG and placing the
selected agent into session with the task. Agent status and activity for Collaboration Server
and E-Mail Manager is sent to ICM/IPCC software through the Agent PG.
Media Blender and Cisco Dynamic Content Adapter are optional components of Collaboration
Server. Collaboration Server provides the ability for agents to share information with customers
over the Web, such as Web pages, forms, and applications, while at the same time conducting
a voice conversation or a text chat. Cisco E-Mail Manager manages high volume of customer
inquiries submitted to company e-mail boxes or a Web site. E-Mail Manager selects agents
and teams to receive incoming messages, categorizes and prioritizes messages, suggests
response templates, and, if desired, sends automatic responses. If included in the IPCC
Enterprise system, multichannel options connect to ICM/IPCC software component in the
system. The multichannel options are responsible for sending the incoming task request to
ICM/IPCC software for agent/skill group selection through the MR PG and placing the
selected agent into session with the task. Agent status and activity for Collaboration Server
and E-Mail Manager is sent to ICM/IPCC software through the Agent PG.
IPCC Enterprise Deployments Presented In This Guide
This guide discusses several types of IPCC Enterprise deployments, and there are reporting
differences between these configurations. When necessary, this guide calls out the differences
between the deployments for reporting. If no differences are noted, the reporting information
is the same for all deployments.
differences between these configurations. When necessary, this guide calls out the differences
between the deployments for reporting. If no differences are noted, the reporting information
is the same for all deployments.
The configurations presented are:
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IPCC Enterprise deployments with an IPCC System PG. In these deployments, the PG
contains a single peripheral for Cisco CallManager and IP-IVR. The metrics gathered for
reporting are consolidated from a single peripheral. However, when System PG with CVP
is used in these deployments, there are two peripherals present and the metrics for reporting
contains a single peripheral for Cisco CallManager and IP-IVR. The metrics gathered for
reporting are consolidated from a single peripheral. However, when System PG with CVP
is used in these deployments, there are two peripherals present and the metrics for reporting
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
IPCC Enterprise Deployments Presented In This Guide