Installation Guide

About IPCC Gateway
This section introduces the IPCC Gateway feature, which allows Cisco IPCC Enterprise or
Cisco IPCC Express to appear as an ACD to Cisco ICM software.
This section contains the following topics:
•
What is the IPCC Gateway Feature?, page 9
•
What is the Parent and Child Relationship?, page 10
•
About Peripheral Gateways, page 11
•
High Availability and Fault Tolerance in IPCC Gateway Deployments, page 12
•
About IPCC Gateway Deployments, page 12
•
Routing in IPCC Gateway Deployments, page 15
•
Reporting in IPCC Gateway Deployments, page 16
•
Upgrading to Use an IPCC Gateway Solution, page 16
What is the IPCC Gateway Feature?
The IPCC Gateway feature allows IPCC Enterprise or IPCC Express to appear as a traditional
ACD connected to the ICM system. IPCC Gateway does this by using the ICM Peripheral
Gateway (PG) component to communicate through the CTI layer interface in IPCC Enterprise
or IPCC Express.
The IPCC Gateway feature uses two distinct PG types:
•
IPCC Express Gateway PG, which connects the ICM system to IPCC Express
•
IPCC Enterprise Gateway PG, which connects the ICM system to IPCC Enterprise (with an
IPCC System PG)
Figure 1 shows the relationship of the PGs to the ICM system.
Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)
9
Chapter 1