Cisco Cisco IP Contact Center Release 4.6.1 User Guide

No Default Skill Groups in Routing Scripts

Ensure your ICM routing scripts do not reference the default skill group. This ensures that the
default skill group does not capture statistics for any ICM-routed calls.

System IPCC

Deployments

•

3 Main IPCC deployments supported

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Demo/Pilot System – not for production use

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Small to Medium System – up to 300 agents

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Large System – up to 1000 agents

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Each deployment can be duplexed

•

Each deployment requires specific MCS hardware (or the exact equivalent)

–

Each deployment has a different box count

•

Each deployment can optionally support

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1 Outbound option and/or

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1 E-Mail Manager option (version 7.0) and/or

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1 Web Collaboration option (version 7.0)

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Each deployment can talk to one CallManager cluster and up to 5 IP-IVRs

The following diagram shows the most distributed deployment of System IPCC. Not all of these
components must be on separate boxes, but this is an overall diagram of how the components
go together.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)