Cisco Cisco Unified Contact Center Enterprise 9.0(1)

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Dynamic Agent Re-skilling

Several new reporting templates, including graphic displays for trend analysis

Outbound dialing enhancements

Support for home based agents, either via broadband or ‘POTS’ phones

Graphical real-time views of agent activity for supervisors

Overall, Release 7.0(0) is a significant step forward for both ICM and IPCC for superior productivity, 
ease of use, smooth migration from legacy platforms, and improved interoperability with other Cisco IP 
Communications solutions.

The following sections discuss the new features in Release 7.0(0) of Cisco's IPCC/ICM Enterprise and 
Hosted Editions software in more detail.

IPCC Gateway extends ICM capabilities to Cisco’s IPCC. This new feature allows ICM to connect to 
multiple IPCC Enterprise or IPCC Express systems in a ‘child’ mode, enabling the ‘parent’ ICM to 
provide enterprise-wide routing and reporting—while still controlling its other ICM Peripherals, such as 
TDM ACDs. The ‘child’ IPCC system can automatically configure its agents and skills up to the ‘parent’ 
ICM. 

ICM/IPCC can now operate in a shared corporate domain.

Removes the requirement that the user running setup needs to have domain administrator privileges 

Provides a consistent set of permissions for all configuration, scripting and reporting tools 

Eliminates the use of generic names such as "SQLadmin", replacing these with product 
distinguished names

Permissions can be assigned to organizational units within the domain instead of to the entire 
domain

Prior to Release 7.0(0), ICM and IPCC were required to be in their own Active Directory domain or 
forest.