by Olivier | Mar 8, 2010 | Non classé, UCCX, Written Theory |
We have seen that IPCC is composed of a lot of elments but don’t forget that IPCC relies on other elements/subsystems as :
- Cisco Media Termination (CMT) : It is used to configure CMT dialog groups (pools of channels) that handle prompt/response -based DTMF interactions with the callers
- Core Real time Reporting (CRTR) : It provides information and statistics for contacts, sessions and applications
- Database : allows connections between the CRS server and IPCC Databases and provide ODBC support
- Email : allows the CRS engine to send mails
- Enterprise server : transfers data required fro CAD pop-up
- HTTP : allows the CRS engine to respond to http requests
- MCRP ASR : allows scripts to use voice inputs in addition to DTMF inputs
- MRCP TTS : provides text-to-speech
- Resource Manager – Contact Manager (RmCm) : allows the monitoring of agents phones , routing/queuing of calls,control of agent states and management of historical reporting
- Voice Browser : manages the voice browser available only with Nuance ASR activated
- CRS Voip : allows remote recording and monitoring
- JTAPI : ensures communication between the CRS engine and the Call Manager/ CTI Manager
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.
Recent Comments