Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide
Enterprise parent. The two IPCC Gateway PGs enforce a security in that the information of one
customer is not seen by the other and vice versa. The deployment also shows that each customer
provides call treatment (prompting) and queuing using Customer Voice Portal (CVP), shown
for each customer, before routing calls to the Provider site. The provider site also has the ability
to queue calls using IP IVR that is shown connected to the IPCC System PG.
customer is not seen by the other and vice versa. The deployment also shows that each customer
provides call treatment (prompting) and queuing using Customer Voice Portal (CVP), shown
for each customer, before routing calls to the Provider site. The provider site also has the ability
to queue calls using IP IVR that is shown connected to the IPCC System PG.
The agents must be broken up into two peripherals (and a separate IP IVR is required if there
is local queuing). The provider does realize some economies over having two separate IPCC
Enterprise setups for each ICM Enterprise parent, in that the IPCC Router and Logger and
Admin Workstation (AW)/WebView/HDS can be shared between them.
is local queuing). The provider does realize some economies over having two separate IPCC
Enterprise setups for each ICM Enterprise parent, in that the IPCC Router and Logger and
Admin Workstation (AW)/WebView/HDS can be shared between them.
Figure 3: Multiple ICM Parent with Single IPCC Enterprise child
Note: Call types on the IPCC Enterprise child must not span peripherals. That is, a separate set
of Call Types is required for each peripheral on the child. This is to keep the correlation between
the Call Type on the child to a single peripheral on the parent. Failure to do this will result in
the ICM Enterprise parent (Services) seeing only a subset of the calls corresponding to the Call
Type on the child. See
of Call Types is required for each peripheral on the child. This is to keep the correlation between
the Call Type on the child to a single peripheral on the parent. Failure to do this will result in
the ICM Enterprise parent (Services) seeing only a subset of the calls corresponding to the Call
Type on the child. See
for more details.
Single ICM Enterprise Parent with Multiple IPCC Enterprise Children
This deployment shows a ICM Enterprise parent with two IPCC Enterprise Gateway PGs
connected to two IPCC Enterprise children with IPCC System PG systems.
connected to two IPCC Enterprise children with IPCC System PG systems.
Note: The IPCC Enterprise child systems could be branch offices or service bureaus.
This deployment allows calls to be translation-routed from the ICM Enterprise parent (Customer
shown in figure) to either of the two IPCC Enterprise with IPCC System PG systems (Provider
Site 1 and Provider Site 2 shown in figure), each of which will be treated as a separate ACD by
the parent ICM. In the figure Customer Voice Portal (CVP)--at the Customer--is shown here
shown in figure) to either of the two IPCC Enterprise with IPCC System PG systems (Provider
Site 1 and Provider Site 2 shown in figure), each of which will be treated as a separate ACD by
the parent ICM. In the figure Customer Voice Portal (CVP)--at the Customer--is shown here
Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)
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About IPCC Gateway
About IPCC Gateway Deployments