Cisco Cisco Unified Contact Center Enterprise 9.0(2) リリースノート

Overview

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System IPCC is similar to Generic PG with co-resident CCM and IVR peripherals (PIMs).

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A mixture of CCM and IVR peripherals can operate within System IPCC, however, IVR
peripherals are hidden behind CCM (single routing-client interface like the ACD model).

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CCM peripherals within System IPCC can share the common IVR resources if JTAPI triggers
are partitioned properly.

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Seamless configuration is achieved through IPCC Web Administration Tool (one CCM
peripheral and five IVR peripherals are pre-configured).

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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).

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Same caller redirected between IVR and CCM is captured in single termination call detail
record (TCD).

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Only IP IVR is supported in this release. CVP is not supported in the Network VRU Bank
table.

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

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Scripting and reporting are more intuitive, e.g. 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 System IPCC and IPCC Gateway

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

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

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IPCC System PG feeds most configuration elements to CTI Server for retrieval by IPCC
Gateway PG (e.g. auto-configuration and device monitoring).

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

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)