Cisco Cisco IPCC Web Option User Guide
System IPCC to ICM Component Mapping
The table below maps System IPCC machine types to their equivalent ICM components.
Corresponding ICM Component
System IPCC Machine Type
CallRouter, Logger
Central Controller
System PG, CTI Server, CTI OS Server
Agent/IVR Controller
Distributor Admin Workstation, Historical Data Server (HDS),
WebView
WebView
Administration & WebView Reporting
Media Routing Peripheral Gateway (MR PG)
Multichannel Controller
Outbound Dialer, MR PG
Outbound Controller
Overview of IPCC Enterprise Components
Basic components in an IPCC Enterprise system include:
•
Cisco Intelligent Contact Management (ICM) software
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/IPCC Central Controller consists of two components: CallRouter and Logger. ICM/IPCC
software also provides Outbound Option, which enables agents to make automated outbound
calls to customers.
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/IPCC Central Controller consists of two components: CallRouter and Logger. ICM/IPCC
software also provides Outbound Option, which enables agents to make automated outbound
calls to customers.
•
Cisco CallManager
Cisco CallManager provides features comparable with those of a traditional PBX system to
Voice over IP telephony devices such as Cisco IP phones and VoIP gateways. Cisco
CallManager handles the switching requirements of the IPCC system and allows deployment
of voice applications and the integration of telephony systems with Intranet applications.
Voice over IP telephony devices such as Cisco IP phones and VoIP gateways. Cisco
CallManager handles the switching requirements of the IPCC system and allows deployment
of voice applications and the integration of telephony systems with Intranet applications.
•
Voice Response Unit (VRU)
The Voice Response Unit serves several purposes. It acts as the routing client, is used for
information gathering through DTMF digit or ASR (Automatic Speech Recognition) collection,
provides self-service functionality, and serves as the queue point for the IPCC Enterprise
solution by playing announcements and/or music to the caller. This guide discusses two
VRUs supported by IPCC Enterprise: Cisco Customer Voice Portal (CVP) and Cisco IP-IVR.
Because these VRUs support different features and behave differently, IPCC Enterprise
reporting data is affected by the type of IVR you have deployed in your system. Note that
several other VRUs are also supported for IPCC Enterprise.
information gathering through DTMF digit or ASR (Automatic Speech Recognition) collection,
provides self-service functionality, and serves as the queue point for the IPCC Enterprise
solution by playing announcements and/or music to the caller. This guide discusses two
VRUs supported by IPCC Enterprise: Cisco Customer Voice Portal (CVP) and Cisco IP-IVR.
Because these VRUs support different features and behave differently, IPCC Enterprise
reporting data is affected by the type of IVR you have deployed in your system. Note that
several other VRUs are also supported for IPCC Enterprise.
In System IPCC deployments, ARI deployments, and IPCC Enterprise deployments that use
the IPCC System PG, both IP-IVR and CVP is supported.
the IPCC System PG, both IP-IVR and CVP is supported.
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
System IPCC to ICM Component Mapping