by Olivier | Mar 8, 2010 | Non classé, UCCX, Written Theory |
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.
by Olivier | Mar 8, 2010 | Non classé, UCCX, Written Theory |
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
by Olivier | Mar 8, 2010 | Non classé, UCCX, Written Theory |
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.
by Olivier | Mar 8, 2010 | Non classé, UCCX, Written Theory |
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.
by Olivier | Mar 8, 2010 | Non classé, UCCX, Written Theory |
IPCC Express is a contact center solution deployed in Cisco AVVID and IPT Telephony environments. It provides the following functions:
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Computer Telephony Integration (CTI)
IPCC Express is a part of the Cisco Customer Response Solution (CRS) platform.
by Olivier | Feb 21, 2010 | CUCM, Non classé, QOS, UCCX, Uncategorized, Written Theory |
The call load is referred to as Busy Hour Call Attempts ( BHCA) which is the maximum number of active calls during the busiest hour of the day .
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