ACD Functionalities

As for the IVR , here are the functionalities that ACD can provide depending the licensed package:

  • Basic call routing and queuing like conditional routing and agent selection. In other words , CSQ as a pool of agents or directly to a specific agent.
  • Routing based on skills and compentencies
  • Agent routing based on ready state
  • Capability to dynamically modify and apply CSQ skills and compentencies
  • Prioritized queuing based on customer data
  • Customizable scripting
  • Historical reporting
  • CAD :  Tools for agents to login/logout of the IPCC  and perform tasks as controlling ACD state, controlling calls,displaying information and statistics.
  • IP Phone Agent (IPPA) : XML application which runs on IP Phone and permits the same as the CAD
  • Cisco Supervisor Desktop (CSD) : Allows supervisors to view and change agent state, to monitor calls, to record calls and send messages.

IVR Functionalities

Here are the functionalities that IVR can provide depending the licensed version:

  • Prompting and collecting DTMF input from callers
  • Playing messages to callers
  • Support for Auto-Attendant
  • Real-time notification (email and so on)
  • Basic XML document processing
  • HTTP triggers (events that could initiate an events)
  • Support for JAVA
  • Media Resource Control Protocol (MRCP) : needed to integrate ASR or TTS
  • Voice XML (VXML) 2.0 support for ASR, TTS and DTMF
  • Database integration
  • IVR port call record
  • Remote silent monitoring

IPCC Capabilities : Quick Definitions

Let’s review the three capabilities of the IPCC :

  • Interactive Voice Response (IVR) : It is the opportunity to play recorded messages over the phones to users. IVR is then able to react to user input like spoken input or DTMF tones.
  • Automatic Call Distribution (ACD) : It is the ability to provide automatic call routing for incoming calls and the opportunity to send these calls to agents based on their availability or how long they have been idle.
  • Computer Telephony Integration (CTI) : It is the opportunity to provide screen pop to agent desktops during call transfer. these call information provided via the pop-up can be the number dialed, th ANI , information inputs and so on. CTI is also able to interact with windows applications.

IPCC Components and Subsystems

Here are the elements which are composing the IPCC Express:

  • CRS Engine : This the part which is executions applications under subsystems. It can be script execution, Cisco Agent Desktop communication, Call Manager/CTI Manager JTAPI communication and CRS Administration interface. The CRS engine is dealing with all “communications” side applications.
  • Database: There are 4 databases composing the whole datastore. These are the following
    • Configuration Data Store (CDS) : it is the database where you store all informations regarding the resources (agents), resource groups, skills, team and CSQs.
    • Repository Data Store (RDS) : it stores all prompts, grammars and documents.
    • Agent Data Store (ADS) : It stores all logs, statistics and poiters to recording in regard with agents.
    • Historical Data Store (HDS) : It is the database where you put all CDR record regarding the IPCC application.
  • Recording : It is the subpart which allows agent calls to be recorded
  • Monitoring : It is the subpart which allows supervisor to monitor agents.
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