Cisco Cisco IP Contact Center Release 4.6.1 User Guide

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The System PG presents a single peripheral interface to the IPCC Gateway PG through
consolidated reporting of agent and call states.

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Scripting and reporting are more intuitive, for example: direct use of Queue to Skill Group
node and integrated IVR and CCM reporting.

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Device Targets are no longer required.

Interworking the System PG and the IPCC Gateway PG

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The IPCC Gateway PG is an all-events CTI client receiving consolidated state information
through CTI Server attached to the System PG.

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The System PG diverts the routing of all calls arriving on controlled DNs to the IPCC Gateway
PG.

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The System PG feeds most configuration elements to CTI Server for retrieval by the IPCC
Gateway PG (for example: auto-configuration and device monitoring).

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The System PG ensures consistent reporting by sending events to CTI Server when certain
call attributes change such as call type, queue point.

Summary

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The System PG can be deployed standalone with a mixture of CCM and IVR peripherals.

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The System PG presents a single peripheral model to the IPCC Gateway PG.

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The System PG presents a single routing client interface to Central Controller.

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The System PG is easier to configure and script than the IPCC Enterprise PG.

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Combined reporting of agent and IVR activity.

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CVP is not supported, IP IVR must use SCI.

System IPCC to ICM Object Mapping

Following is a list of ICM objects either not used or renamed in System IPCC:

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System IPCC does not use or require these ICM objects: services, labels, persons, device
targets, translation routes, dialed number plan, and trunk groups.

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System IPCC does not support post routing.

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System IPCC does not support sub skill groups.

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System IPCC's call variables are equivalent to ICM's expanded call context variables.

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