Cisco IPCC (IP Contact Center)

WELCOME TO IPCC

Agenda:
Introduction Overview of setup and call flow Brief look at components Deployment Models

 Software application that controls IP phones and voice gateways. Runs on Cisco Media Convergence Servers (MCS). Uses protocols such as: H.323, RTP, MGCP, SIP, SCCP Latest version is 8.6 Functions:
Call processing Signaling and device control Dial plan administration Phone feature administration Directory services Programming interface to external applications Backup and restore tools

Call Manager

Clustering: Multiple Unified CM servers can be grouped into a cluster providing for scalability and fault tolerance. Capable of supporting thousands of agents up to a maximum of 40,000. A cluster will always have one server acting as Publisher and the remaining will be acting as Subscribers. The publisher is the only server with a read-write copy of the database, and all configuration changes should be made on the publisher. These changes are then replicated downstream to the subscribers. Multiple CUCM servers share one database, and phones maintains an active connection to both the primary and backup CUCM server.

 The database replicates nearly all configuration information in a hub-and-spoke topology (one publisher, many subscribers). CUCM nodes replicate runtime data using a mesh topology. (Every node updates every other node.) Real-time mesh replication is used to communicate newly registered phones, gateways, and digital signal processor (DSP) resources, guaranteeing optimum call routing.

Cisco UNITY
Is an integral part of the Cisco AVVID (Architecture for Voice, Video and Integrated Data) environment. Unity complements the full range of Cisco IP-based voice solutions-including Cisco CallManager, Cisco IP Contact Center, and Cisco Personal Assistant. Lets you access email, voice and fax messages from a single inbox anytime, anywhere.
Integrates with your network, communication applications, and clients. Also supported on a VMware platform. You can listen to your e-mail over the telephone, check voice messages from the Internet.

Voice Gateways:
Gateways provide methods for connecting an IP telephony network (thru CCM) to the Public Switched Telephone Network (PSTN) or legacy PBX A gateway is any device with one or more TDM PSTN interfaces on them TDM - Time Division Multiplexing (i.e. traditional telephony) PSTN - Public Switched Telephone Network Protocols: H.323, MGCP. There are two types of Cisco access gateways, analog and digital.

Interface Types Digital

ISDN primary rate circuits E1, 2 Mbit/s bearer, 32x 64kbit/s channels T1, 1.5 Mbit/s bearer, 24x 64kbit/s channels Basic Rate ISDN, 144kbit/s bearer, 2B + D

Interface Types Analog

FXO interface (Foreign eXchange Office) FXS interface (Foreign eXchange Station)

AS5300 / AS5350 / AS 5400

Multi-port E1/T1 access servers Popular ISP dial-in boxes 5300 - can be used for VoIP when loaded with DSP cards 5350/5400 has universal ports modem or VoIP Dial-up ISPs often well placed to provide VoIP services POPs in many locations, with the right hardware!

IPCC
IPCC is an ACD (Automatic Call Distribution) System that runs on an IP Network. IPCC is a Solution which comprises multiple servers that act together to provide all the services of a traditional ACD System. Basic Features Include:
Multichannel Skill Based Call Routing Call Queuing & IVR Treatment Network to desktop ComputerTelephony-Integration (CTI) Web Based Integrated Reporting CRM Integration via CTI Toolkit

Actors behind the scenes:

CUCM: Routing Center and control center
IP IVR : Call queuing and treatment ICM : Brains of the operation

PG : Connects all the components

Voice Gateways : -

IP Interactive Voice Response (Unified IP IVR)

Unified IP IVR provides prompting, collecting, and queuing capabilities.

No physical telephony trunks or interfaces, supports up to 300 logical Unified IP IVR ports. Communicates with CM via the Java Telephony Application Programming Interface (JTAPI) and with the ICM via the Service Control Interface (SCI).

Cisco Unified Intelligent Contact Management Software (ICM)

Is the brains of the operation. All routing decisions are made here according to pre-written scripts.

Features include agent state management, agent selection, call routing and queue control, IVR control, CTI Desktop screen pops, and contact center reporting.
Servers run Microsoft Windows 2003 Sand MS SQL Server for database management.

ICM Software Modules

The Cisco ICM software is a collection of modules that can run on multiple servers. The core ICM software modules are:
Call Router Logger Agent Peripheral Gateway (PG) Unified CM Peripheral Interface Manager (PIM) VRU PIM CTI Server CTI Object Server (CTI OS) Administrative Workstation (AW)

ICM
ICM ICM

PG

CTI

PG

JTAPI Call Manager

CTI IP IVR

MGCP + RTP

JTAPI

The Complete Picture

SCCP

4
ICM ICM

ICM

PG

CTI

PG

9
JTAPI

CTI IP IVR

1 2
MGCP + RTP

Call Manager

6
JTAPI

10
SCCP

Example Call Flow

Basic Deployment: A single-site deployment where, voice gateways, agents, desktops, phones, call processing servers: CM, ICM, IP IVR are located at the same site and have no WAN connectivity

A more complicated deployment model: Multi-site with distributed call processing and distributed voice gateways: