Cisco Cisco IP Contact Center Release 4.6.1 User Guide

CallRouter, Logger

Central Controller

System PG, CTI Server, CTI OS Server

Agent/IVR Controller

Distributor Admin Workstation, Historical Data Server (HDS),
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:

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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.

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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.

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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.

In System IPCC deployments and IPCC Enterprise deployments that use the IPCC System
PG, only IP-IVR is supported.

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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

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