Cisco Cisco IPCC Web Option User Guide
Figure 105: System IPCC Deployment
IPCC System PG
The IPCC System PG can be used as:
•
An integration point for the IPCC Gateway PG.
•
A standalone IPCC PG providing seamless configuration and intelligent call reporting features.
Overview
•
The System PG is similar to a Generic PG with co-resident CCM and IVR peripherals (PIMs).
•
A mixture of CCM and IVR peripherals can operate within the System PG, however, IVR
peripherals are hidden behind CCM (single routing-client interface like the ACD model).
peripherals are hidden behind CCM (single routing-client interface like the ACD model).
•
CCM peripherals within the System PG can share the common IVR resources if JTAPI
triggers are partitioned properly.
triggers are partitioned properly.
•
Seamless configuration is achieved through the IPCC Web Administration Tool (one CCM
peripheral and five IVR peripherals are pre-configured).
peripheral and five IVR peripherals are pre-configured).
•
Each IVR is configured in the Network VRU Bank table as Type-9 with a single network
label to allow load-balancing and correlation-id based routing (no translation-routes).
label to allow load-balancing and correlation-id based routing (no translation-routes).
•
Same caller redirected between IVR and CCM is captured in single termination call detail
record (TCD).
record (TCD).
•
Only IP IVR is supported in this release. CVP is not supported in the Network VRU Bank
table.
table.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 11: Scripting in an IPCC Environment
System IPCC