Specifications

4-13
Cisco IPCC Hosted Edition
Chapter 4 Voice and IP Communications
Key Features
• Full Scalability from less than a hundred to thousands of seats
• Multi-channel interaction—Web collaboration with chat and callback, email, voice
mail and fax routing
• Multi-site Contact Centers support; CRM Integration
• Cradle-to-grave contact call detail records
• Common agent and supervisor desktops across all Cisco customer interaction
management products
• Pre-defined and custom historical reports; Real-time reports integrated in the agent and
supervisor desktops
• Support for custom call treatment for calls in queue includes support for music in queue
and custom messaging; Standard screen pop allows any caller-entered information to
be popped to the agent
• Support for agent/supervisor interaction via chat; pre-define agent-supervisor messages
Selected Part Numbers and Ordering Information
1
For More Information
See the Cisco IPCC Enterprise Edition Web site: http://www.cisco.com/go/ipcc
Cisco IPCC Hosted Edition
The Cisco IPCC Hosted Edition is suitable for both enterprise customers and service
providers. For service providers, the IPCC Hosted Edition creates a new, high-margin
service revenue stream for incumbent providers as well as new service carriers. The service
provider hosts the contact center infrastructure software-which is shared by multiple
business customers-in its central office or data center. Subscribing business customers can
have IP infrastructures, TDM infrastructures, or a combination of the two. For the enterprise
customer with multiple branch offices or divisions the value is a centralized contact center
infrastructure with the ability to offer services to its various divisions or satellite offices.
The solution includes a suite of integrated services that can be introduced all at once or
incrementally.
Cisco IP Contact Center
1
1. This is only a small subset of all parts available via URL listed under “For More Information.” Some parts have restricted
access or are not available through distribution channels.
IPCE-Bundle Requires the purchase of one IPCC Server license. This license entitles the user to deploy the following
necessary components: (redundant) Router; (redundant) Logger; (redundant) CallManager Peripheral
Gateway(s); (redundant) IVR Peripheral Gateway(s) for connection to Cisco IVR systems ISN and IP-IVR
(Non-Cisco IVRs require Third part IVR port licenses); Administrative Workstation(s); Historical
Database server(s); WebView server and WebView user connections; Internet Script Editor (ISE)
server and ISE user connections; Application Gateways; (redundant) CTI Server for 3rd party CTI
connections (only for non-agent desktop application)
IPCE-SVR IPCC ENTERPRISE SERVER LICENSE