Cisco Systems ICS-7750 manual Cisco IP Integrated Contact Distribution Product

Chapter 5 Summary of Software Applications Features

Internal Software Applications

•Supports ODBC access to databases for retrieving or entering data such as access to checking account information

•Extracts and parses web-based content, and presents the data to customers who are using a telephone, thereby delivering web-maintained information to a voice media user

•Supports up to 48 ports in a dedicated SPE310 configuration and up to 10 ports in an SPE310 configuration that is co-resident with Cisco CallManger

Cisco IP Integrated Contact Distribution Product

Cisco IP ICD is an IP-based automatic call distribution (ACD) system. IP ICD queues and distributes incoming calls that are destined for groups of IP ICD agents. There can be a total of 48 agents in as many as 48 groups.

By integrating IP ICD with IP IVR, it is possible to gather caller data and to classify incoming calls. Calls can be directed to specific groups, based on this information.

IP ICD includes the web-based CRA Real-Time Reporting system for monitoring the IP ICD agents, the Event Service Desk, and resource performance.

Features

IP ICD automatically answers and distributes calls by using the following features:

•Agents use the IP ICD Agent Desktop to log in, to become available or unavailable for calls, and to monitor their current status.

•Calls are distributed by using one of these methods:

–Hunt group using weighted linear routing.

–Distribution group using circular routing.

–Longest available agent.

•An incoming call is immediately answered when an IP ICD agent is available.

•When an IP ICD agent is not available, the call goes into a queue.

	Cisco ICS 7750 System Description
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