Specifications

Chapter 4 Voice and IP Communications
4-12
Cisco IP Contact Center (IPCC) Enterprise Edition
Selected Part Numbers and Ordering Information
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For More Information
See the Cisco Emergency Responder Web site: http://www.cisco.com/go/cer
Cisco IP Contact Center (IPCC) Enterprise Edition
Cisco IP Contact Center (IPCC) Enterprise Edition delivers intelligent contact routing, call
treatment, network-to-desktop computer telephony integration (CTI), and multi-channel
contact management over an IP infrastructure. By combining multi-channel automatic call
distributor (ACD) functionality with IP telephony in a unified solution, it enables
companies to rapidly deploy a distributed contact center infrastructure.
Cisco IPCC Enterprise Edition segments customers, monitors resource availability, and
delivers each contact to the most appropriate resource anywhere in the enterprise. The
software profiles each customer using contact-related data such as dialed number and
calling line ID, caller-entered digits, data submitted on a Web form, and information
obtained from a customer profile database lookup. At the same time, the system knows
which resources are available to meet the customer’s needs based on real-time conditions
(agent skills and availability, interactive voice response (IVR) status, queue lengths, and so
on) continuously gathered from various contact center components.
It provides a state of the art VoIP contact center solution that allows seamless integration of
inbound and outbound voice applications with Internet applications including real-time
chat, Web collaboration and e-mail. This integration allows for unified capabilities,
enabling a single agent to support multiple interactions simultaneously regardless of the
communications channel the customer has chosen. Since each interaction is unique and may
require individualized service, Cisco provides contact center solutions to manage each
interaction based on virtually any contact attribute. Furthermore, Cisco can bridge the gap
between TDM and IP infrastructures, providing a seamless integration of voice, chat,
e-mail, and Web collaboration applications over both of these technology platforms.
Other Components
Configure e-mail account on a Simple Mail Transfer Protocol (SMTP) Internet mail server for use by Cisco
Emergency Responder
Configure an email-to-pager gateway, or use an email paging service
Configure a PS-ALI transfer application provided by the PS-ALI database service provider (often requires a
dialup modem connection)
Provision an E9-1-1 capable voice trunk (Centralized Automated Message Accounting [CAMA] or Primary Rate
Interface [PRI]) through a local exchange carrier
Supported Switches
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Cisco Catalyst 2900 XL, 2950, 3500 XL, 3550, 3560, 3750, 4000, 4500, 5000, 5500, 6000, and 6500 Series switches.
Cisco 3700 and 3800 series routers. (See the latest Release Notes for specific devices supported within each
series.)
1. Check for updates on CCO, and following is list of tested switch platforms at time of printing
Cisco Emergency Responder
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1. Redundant user licenses are not required when ordering redundant CER servers for a single CER group.
SW-CER1.2-SVR= Cisco Emergency Responder software (MCS platforms) on CD, including 100 user licenses
KEY-CER1.2-100= CER 1.2 user license for 100 phones
KEY-CER1.2-500= CER 1.2 user license for 500 phones
KEY-CER1.2-1K= CER 1.2 user license for 1,000 phones
KEY-CER1.2-5K= CER 1.2 user license for 5,000 phones
Feature Cisco Emergency Responder