Cisco Cisco IP Contact Center Release 4.6.2 User Guide
gathering and self-service in addition to queuing. The IPCC Enterprise system therefore connects
to both a VRU and the Cisco CallManager. The Cisco CallManager supports the agent activity
and the VRU interacts with ICM/IPCC software for task queuing. Reporting data is gathered
both while tasks are at the CallManager and while they are at the VRU.
to both a VRU and the Cisco CallManager. The Cisco CallManager supports the agent activity
and the VRU interacts with ICM/IPCC software for task queuing. Reporting data is gathered
both while tasks are at the CallManager and while they are at the VRU.
The following image depicts the topology of an IPCC Enterprise site that uses separate PGs for
the Cisco CallManager and IP-IVR, with IP-IVR as the VRU, in which multichannel applications
have not been deployed. Note that for System IPCC deployments and IPCC Enterprise with
IPCC System PG deployments, the Cisco CallManager and VRU are on the same peripheral.
the Cisco CallManager and IP-IVR, with IP-IVR as the VRU, in which multichannel applications
have not been deployed. Note that for System IPCC deployments and IPCC Enterprise with
IPCC System PG deployments, the Cisco CallManager and VRU are on the same peripheral.
Figure 2: IPCC Enterprise Architecture
Refer to either the Cisco IPCC Enterprise Installation and Configuration Guide or the Cisco
IPCC Enterprise Edition System IPCC Installation and Configuration Guide for more details
about your specific deployment.
IPCC Enterprise Edition System IPCC Installation and Configuration Guide for more details
about your specific deployment.
IPCC Enterprise call flows differ significantly from ICM/IPCC with traditional ACD call flows.
In ICM/IPCC with traditional ACD systems, ICM software identifies the ACD service to which
to route the call and notifies the routing client. The call is queued and answered by an agent
selected by the ACD at the ACD service. The ACD service retains and tracks all the queuing
and agent information.
In ICM/IPCC with traditional ACD systems, ICM software identifies the ACD service to which
to route the call and notifies the routing client. The call is queued and answered by an agent
selected by the ACD at the ACD service. The ACD service retains and tracks all the queuing
and agent information.
While legacy ACD systems track statistics using the ACD service, IPCC Enterprise systems
disperse statistics among several components, including
disperse statistics among several components, including
•
Call type. These statistics are gathered by the ICM/IPCC Central Controller. While the service
in the ICM/IPCC Enterprise with ACD system determines call treatment, the call type in the
IPCC Enterprise system determines call treatment and can be used to report on calls and how
they were handled.
in the ICM/IPCC Enterprise with ACD system determines call treatment, the call type in the
IPCC Enterprise system determines call treatment and can be used to report on calls and how
they were handled.
•
Service associated with the VRU, for deployments other than System IPCC, which tracks
statistics such as wait times and VRU activity. These statistics are gathered by the VRU PG.
statistics such as wait times and VRU activity. These statistics are gathered by the VRU PG.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 2: Understanding Cisco IPCC Reporting Architecture
IPCC Enterprise Versus ICM Enterprise with ACD Architecture