Introduction to Cisco IPCC Enterprise
7
JUST WHEN YOU THOUGHT STORAGE WAS TOUGH… WELCOME TO IPCC Cisco IPCC (IP Contact Center)
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This is an introductory presentation on Cisco IPCC (IP Contact Center) Solution.
Transcript of 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
