Specifications

Chapter 4 Voice and IP Communications
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Cisco IPCC Express Edition
Key Features
• Virtual call center—Calls are routed to contact center agents independent of their
location, a service especially appealing to businesses with branch offices or home
agents
• Network routing with computer telephony integration-Network-based ACD is
combined with computer telephony integration (CTI) services
• Network IVR—IVR functionality is located in the network to provide information to
callers or to collect information from callers before they speak with a live agent
• Intelligent call routing—Calls are routed between contact centers based on call context
information (dialed number and caller ID), agent availability, and customer
information from databases
Selected Part Numbers and Ordering Information
1
For More Information
See the Cisco IPCC Enterprise Edition Web site: http://www.cisco.com/go/ipcchosted
Cisco IPCC Express Edition
Cisco IPCC Express Edition meets the needs of departmental, enterprise branch, or small to
medium-size companies planning to deploy an entry-level or mid-market contact center
solution. Designed for formal and informal contact centers, IPCC Express delivers
sophisticated call routing, contact management, and administration features with the ease of
installation, configuration, and application hosting.
Cisco IPCC Express Edition simplifies business application integration, eases agent
administration, increases agent flexibility, and provides efficiency gains in network hosting.
Provides independence in agent location, improves agent scalability, and provides powerful
automatic call distributor (ACD) features, such as conditional routing, call-in-queue and
expected-wait-time messages, enterprise data displays, real-time data, and historical
reporting together with integrated Interactive Voice Response (IVR) services.
Cisco IPCC Express Edition is provided in three versions, Standard, Enhanced and
Premium. Upgrading from standard to enhanced or premium versions provides additional
features such as skills-based routing and priority queuing, computer telephony integration
(CTI) screen pop and supervisory features such as silent monitor, coaching, barge in, and
intercept and full self-service application support. All Cisco IPCC Express Edition solutions
are tightly integrated with Cisco AVVID and Cisco CallManager.
Cisco IPCC Hosted Edition
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.
IPCH-BUNDLE The IPCC Hosted Edition bundle consists of two separately licensed sets of components:
The Base licenses for the shared infrastructure, such as the NAM, the network interfaces, shared
network IVRs, CICMs and Hosted IPCC Agent licenses.
"(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)