Cisco Cisco IPCC Web Option User Guide
are gathered from the two peripherals (As the System PG and CVP are on different
peripherals).
peripherals).
•
System IPCC deployments. These deployments use the IPCC System PG. While the manner
in which reporting data is gathered for IPCC Enterprise deployments with an IPCC System
PG and System IPCC deployments is largely the same, the two deployments are configured
differently. System IPCC deployments are configured through IPCC Web Administration,
while IPCC Enterprise deployments with an IPCC System PG are configured through ICM
Configuration Manager.
in which reporting data is gathered for IPCC Enterprise deployments with an IPCC System
PG and System IPCC deployments is largely the same, the two deployments are configured
differently. System IPCC deployments are configured through IPCC Web Administration,
while IPCC Enterprise deployments with an IPCC System PG are configured through ICM
Configuration Manager.
•
IPCC Enterprise deployments with PGs other than the IPCC System PG. In these
deployments, the Cisco Callmanager and VRU are connect to the ICM/IPCC using different
PIMs in the case of the Generic PG or using different PGs, such as CallManager PG and
VRU PG. The metrics gathered for reporting therefore span two different peripherals.
deployments, the Cisco Callmanager and VRU are connect to the ICM/IPCC using different
PIMs in the case of the Generic PG or using different PGs, such as CallManager PG and
VRU PG. The metrics gathered for reporting therefore span two different peripherals.
•
ARI deployments. In these deployments, an ACD/PBX is connected to Unified ICM by an
ARS PG. This allows Unified ICM to select an agent and to route calls directly to that agent.
IPCC reporting templates are selected to report on the ACD/PBX. Peripheral Service and
Truck Group reports are not applicable for an ARI deployment.
ARS PG. This allows Unified ICM to select an agent and to route calls directly to that agent.
IPCC reporting templates are selected to report on the ACD/PBX. Peripheral Service and
Truck Group reports are not applicable for an ARI deployment.
IPCC Enterprise Versus ICM Enterprise with ACD Architecture
This section describes the differences in architecture and reporting between ICM Enterprise
with ACD systems and IPCC Enterprise systems.
with ACD systems and IPCC Enterprise systems.
ICM Enterprise with ACD Architecture
In an ICM Enterprise system with an 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.
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.
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
in an ACD configuration VRUs are optional and serve the purpose of collecting caller
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 Versus ICM Enterprise with ACD Architecture