Cisco IPCC (IP Contact Center)WELCOME TO IPCC

Agenda:•Introduction•Overview of setup and call

flow•Brief look at components•Deployment Models

Call Manager• Software application that controls IP phones and voice

gateways.• Runs on Cisco Media Convergence Servers (MCS).• Uses protocols such as:

H.323, RTP, MGCP, SIP, SCCP• Latest version is 8.6• Functions:

Call processingSignaling and device controlDial plan administrationPhone feature administrationDirectory servicesProgramming interface to external

applicationsBackup and restore tools

Clustering:• Multiple Unified CM servers can be grouped into a cluster providing for

scalability and fault tolerance.• Capable of supporting thousands of

agents up to a maximum of 40,000.• A cluster will always have one server acting as

Publisher and the remaining will be acting as Subscribers.

• The publisher is the only server with a read-write copy of the database, and all configuration changes should be made on the publisher. These changes are then replicated downstream to the subscribers.

• Multiple CUCM servers share one database, and phones maintains an active connection to both the primary and backup CUCM server.

•The database replicates nearly all

configuration information in a hub-and-spoke topology (one publisher, many subscribers).

•CUCM nodes replicate runtime data using a mesh topology. (Every node updates every other node.)

•Real-time mesh replication is used to communicate newly registered phones, gateways, and digital signal processor (DSP) resources, guaranteeing optimum call routing.

Cisco UNITY• Is an integral part of the Cisco AVVID (Architecture for Voice,

Video and Integrated Data) environment. Unity complements the full range of Cisco IP-based voice solutions-including Cisco CallManager, Cisco IP Contact Center, and Cisco Personal Assistant.

• Lets you access email, voice and fax messages from a single inbox anytime, anywhere.

• Integrates with your network, communication applications, and clients. Also supported on a VMware platform.

• You can listen to your e-mail over the telephone, check voice messages from the Internet.

Voice Gateways:•Gateways provide methods for connecting an

IP telephony network (thru CCM) to the Public Switched Telephone Network (PSTN) or legacy PBX

•A gateway is any device with one or more TDM PSTN interfaces on them• TDM - Time Division Multiplexing (i.e.

traditional telephony)• PSTN - Public Switched Telephone Network

•Protocols: H.323, MGCP.•There are two types of Cisco access gateways,

analog and digital.

•Interface Types – Digital▫ISDN primary rate circuits▫E1, 2 Mbit/s bearer, 32x 64kbit/s channels▫T1, 1.5 Mbit/s bearer, 24x 64kbit/s channels▫Basic Rate ISDN, 144kbit/s bearer, 2B + D

•Interface Types – Analog▫FXO interface (Foreign eXchange Office)▫FXS interface (Foreign eXchange Station)

AS5300 / AS5350 / AS 5400•Multi-port E1/T1 access

servers•Popular ISP dial-in boxes•5300 - can be used for VoIP

when loaded with DSP cards•5350/5400 has universal ports

- modem or VoIP•Dial-up ISPs often well placed

to provide VoIP services•POPs in many locations, with

the right hardware!

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:Multichannel Skill Based Call RoutingCall Queuing & IVR TreatmentNetwork to desktop Computer-Telephony-Integration (CTI)Web Based Integrated ReportingCRM Integration via CTI Toolkit

Actors behind the scenes:•CUCM: Routing Center and control center

•IP IVR : Call queuing and treatment

•ICM : Brains of the operation

•PG : Connects all the components

•Voice Gateways : -

A BRIEF LOOK AT IPCC COMPONENTS :

IP Interactive Voice Response (Unified IP IVR)•Unified IP IVR provides prompting, collecting,

and queuing capabilities.

•No physical telephony trunks or interfaces,supports up to 300 logical Unified IP IVR ports.

•Communicates with CM via the Java Telephony Application Programming Interface (JTAPI) and with the ICM via the Service Control Interface (SCI).

Cisco Unified Intelligent Contact Management Software (ICM)

• Is the brains of the operation. All routing decisions are made here according to pre-written scripts.

• Features include agent state management, agent selection, call routing and queue control, IVR control, CTI Desktop screen pops, and contact center reporting.

• Servers run Microsoft Windows 2003 Sand MS SQL Server for database management.

ICM Software Modules• The Cisco ICM software is a collection of

modules that can run on multiple servers.• The core ICM software modules are:

• Call Router• Logger• Agent Peripheral Gateway (PG)• Unified CM Peripheral Interface Manager (PIM)• VRU PIM• CTI Server• CTI Object Server (CTI OS)• Administrative Workstation (AW)

Deployment Models

ICM

PG

IP IVRCall Manager

PGCTI

MGCP + RTP

JTAPI

JTAPI

CTI

ICM ICM

SCCP

The Complete Picture

ICM

PG

IP IVRCall Manager

PGCTI

MGCP + RTP

JTAPI

JTAPI

CTI

ICM ICM

SCCPExample Call Flow

12

3

4 5

6

7

8

10

9

Basic Deployment:A single-site deployment where, voice gateways, agents, desktops, phones, call processing servers: CM, ICM, IP IVR are located at the same site and have no WAN connectivity

A more complicated deployment model: Multi-site with distributed call processing and distributed voice gateways: