introduction to cisco ipcc enterprise

JUST WHEN YOU THOUGHT STORAGE WAS TOUGH…

WELCOME TO IPCC

Cisco IPCC (IP Contact Center)

Agenda

What is IPCC?

The Components of IPCC

IPCC Solution

A Sample Call Flow

What is IPCC?

IPCC is an ACD (Automatic Call Distribution) System that runs on an IP Network.

IPCC is a Solution which comprises multiple servers that act together to provide all the services of a traditional ACD System.

Basic Features Include:1.Multichannel Skill Based Call Routing2.Call Queuing & IVR Treatment3.Network-to-desktop Computer Telephony Integration (CTI)4.Web Based Integrated Reporting5.CRM Integration via CTI Toolkit

Actors Behind the Scene

ICMICM

PGPG

IP IVRIP IVR

Call ManagerCall Manager

PSTN

Voice GatewayVoice Gateway

TDMTDMIPIPIP

ICMICM

PGPG

IP IVRIP IVRCall ManagerCall Manager

PGPGCTICTI

MGCP + RTPMGCP + RTP

JTAPIJTAPI

JTAPIJTAPI

CTI

ICM ICM

SCCPSCCP

The Complete Picture

ICMICM

PGPG

IP IVRIP IVRCall ManagerCall Manager

PGPGCTICTI

MGCP + RTPMGCP + RTP

JTAPIJTAPI

JTAPIJTAPI

CTI

ICM ICM

SCCPSCCP

The Act

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Q & A