Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Understanding Cisco IPCC Reporting Architecture

The Cisco IPCC Enterprise system functions as a virtual ACD. Some of the capabilities include
intelligent multichannel contact routing, ACD functionality, network-to-desktop computer
telephony integration (CTI), voice response unit (VRU) integration, call queuing, and
consolidated reporting.

The Cisco IPCC Enterprise architecture affects reporting and differs considerably from the
architecture of ICM configurations that use ACDs.

To understand Cisco IPCC Enterprise reporting, you first understand the components, how the
Cisco IPCC Enterprise architecture differs from ICM with ACD configurations, and data flow
in Cisco IPCC Enterprise systems.

If you are using the System IPCC deployment, note that some of the IPCC Enterprise components
have been rebranded with different naming conventions, although their functionality remains
the same. This guide refers only to the non-rebranded components. If you are using System
IPCC deployment, carefully read the section below that maps System IPCC components to
non-rebranded IPCC Enterprise components.

This section contains the following topics:

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System IPCC to ICM Component Mapping

The table below maps System IPCC machine types to their equivalent ICM components.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)