Cisco Cisco Customer Response Solution Downloads デザインガイド

The IPCC Express Basic ACD functionality provides the following call routing and queuing capabilities:

Conditional Routing. IPCC Express supports routing based upon caller input to menus, real-time 
queue statistics, time of day, day of week, ANI, and dialed number.

Agent Selection. IPCC Express supports longest available, linear, and circular agent selection 
algorithms. With Basic ACD functionality, agents are associated with one skill only.

Customizable Queuing Announcements. IPCC Express supports the playing of customizable 
queuing announcements based upon any of the conditions specified above or based upon the skill 
group the call is being queued to. This includes announcements related to position in queue and 
expected delay.

All IPCC Express packages include basic CTI functionality. The basic CTI functionality provides a 
customizable enterprise data window that is “popped” on the agent desktop upon call ringing. Data 
within the enterprise data window includes ANI, dialed number, and caller input (account number...), 
plus details on how long the caller interacted with the IVR, how long the caller waited in queue, and how 
long the caller spent with all other agents if this was a transferred call.

The IPCC Express Premium Package includes both basic and advanced IVR functionality. Cisco 
provides no charge licenses for two advanced IVR ports for every licensed IPCC Express seat. 

The IPCC Express server has a single licensing flag which designates whether IVR ports have basic or 
advanced functionality. Therefore, all ports must be the same—all basic or all advanced. If you need any 
of the advanced IVR features, you must order the IPCC Express Premium packaging.

In addition to the functionality discussed above in the section 

, the 

advanced IVR functionality includes the following:

Database Integration. The IPCC Express server can interoperate with any ODBC-compliant 
database. Data retrieved from databases can then be used with the conditional routing capabilities 
to provide customer profile-based routing and queuing. Database integration also provides the 
ability to offer complete self-service applications to callers.

HTTP Triggers. The IPCC Express server can receive a customer contact request by way of an 
HTTP trigger. This allows web users to be offered service by way of a “click to talk to an agent” 
button. Information collected using the web (a customer call back number, account number, 
shopping cart content, etc.) can be passed to the IPCC Express workflow to allow customer 
profile-based routing and a data-rich screen pop.

E-mail Generation. The IPCC Express server can generate and send e-mails for things such as order 
confirmation.

Voice XML Support. IPCC Express supports use of Voice XML in support of ASR and TTS. 

Java Support. The IPCC Express server can support logic defined using Java. Java support allows 
for logic from existing web and Java applications to be reused.

Voice Recording. The IPCC Express server can record input from callers. This could be used to 
allow call center staff to remotely record new announcements or prompts. This could also be used 
to prompt callers to leave a message.