Cisco Cisco IP Contact Center Release 4.6.2 User Guide

In System IPCC, the VRU services are not configured. You monitor these statistics using
call type.

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Skill groups associated with the agent, which track statistics such as talk/active time,
hold/paused time, and wrap up time.

The IPCC Enterprise system disperses statistics in this manner because the ICM/IPCC software
component does not have media termination points; physical voice calls must be sent to the
VRU while being queued by the ICM/IPCC Router.

The data is stored in ICM/IPCC software databases for centralized reporting. Real-time data is
stored in the ICM/IPCC Central Controller local database and historical data is stored in the
ICM/IPCC historical database located on the ICM/IPCC Historical Data Server (HDS).

IPCC Enterprise with Multichannel Applications Architecture

The E-Mail Manager and Collaboration Server provide multichannel capabilities to the IPCC
Enterprise system. Agents can be configured to handle voice calls, e-mail messages, online chat
sessions, and integrated voice/Web content sharing sessions. Both the E-Mail Manager and
Collaboration Server connect to the ICM/IPCC Central Controller through an Media Routing
MR PG (MR PG), which is used for routing and to the Cisco CallManager PG (or agent PG),
which sends agent status to the ICM/IPCC Central Controller. This architecture is illustrated in
the following diagram.

Figure 3: IPCC Enterprise with Multichannel Options

When the E-Mail Manager receives an e-mail task request, it sends the task information to the
ICM/IPCC Central Controller for routing purposes. The ICM/IPCC Central Controller returns
an agent and skill group, and the E-Mail Manager pushes the task to the agent. If an agent is

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