Cisco Cisco IPCC Web Option 릴리즈 노트

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The new IPCC Enterprise Secure Web Administration, available exclusively with System IPCC 
deployment models: 

Reduces complexity for IPCC Enterprise software configuration and administration

Provides remote administration capability through a browser, and therefore does not require 
installing additional administration workstations

For more information, refer to the System IPCC Installation and Configuration Guide for Cisco IPCC 
Enterprise Edition.

IPCC Enterprise can now be connected to an ICM Enterprise system as an IP ACD to enable 
interoperability between IPCC Enterprise and other ACD systems. Additionally, this configuration can 
be used to connect multiple IPCC Enterprise systems. This capability is based on a new ICM Enterprise 
component, the IPCC Gateway, and a new IPCC Enterprise component, the System PG.

This feature provides:

Improved migration capabilities for large enterprise customers with multiple ACDs

Improved scalability for IPCC Enterprise deployments through the use of multiple systems

Support for intelligent business segmentation, allowing the implementation of multiple distinct 
IPCC Enterprise deployments with distinct administration, routing and reporting; but also providing 
enterprise view reporting and call sharing with ICM

Auto-configuration support reduces the need to perform dual administration between ICM and IPCC

IPCC Enterprise can now be configured to support a geographically split CallManager cluster using a 
single logical peripheral (the CallManager appears as one system). This feature enhances IPCC 
Enterprise’s industry leading fault tolerance architecture by providing a fully redundant ACD system 
with the software split between two regional/national data centers. Also called “clustering over the 
WAN”.

For IPCC Enterprise, there is a new secure web-based interface for team supervisors that allows them to 
change agent skills and impact call routing in real time, that is, without requiring agents to log out and 
log back in to update skill group membership. (Note that supervisors can only perform changes on those 
agents that they supervise.)

This dynamic re-skilling is available no matter how you re-skill the agent; you can use the Agent or Skill 
Group Explorer in Configuration Manager, or the web-based interface. However: 

The web-based interface allows access from any machine with a supported browser (you need not 
install an AW on the machine to do agent re-skilling)

The web-based interface provides a very focused view for supervisors, reducing the complexity 
involved in performing this specific task