Cisco Cisco IP Contact Center Release 4.6.2 User Guide

while IPCC Enterprise deployments with an IPCC System PG are configured through ICM
Configuration Manager.

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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.

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.

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 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
information. A VRU cannot be used for call queuing in traditional ACD configurations; the
ACD is used to queue the call.

This deployment could also be an IPCC Gateway deployment, in which a parent ICM Enterprise
system connects to a child IP ACD (either IPCC Enterprise with the IPCC System PG or IPCC
Express). In this case, the ACD PG would be the IPCC Gateway PG.

IPCC Enterprise Architecture

Unlike the ICM Enterprise with ACD configuration which performs its own queuing, the IPCC
Enterprise system requires a VRU in order to queue calls. The VRU can be used for information

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