Cisco IPCC improves on the ACD model by employing Cisco CallManager as a Voice-over-IP (VoIP) switching system, Cisco IP-IVR as both a Voice Response Unit and queuing point, and ICM software as the routing engine. With IPCC you do not need phantom lines, phantom phones, and voice resources to queue Web requests as you do with a legacy ACD.
The IPCC functions as a virtual ACD. Some of the typical ACD-type functions provided by IPCC include:
Interface to the telephone network
Port switching capabilities
Call treatment processing
Call and agent real-time and historical reporting
Agent selection to assign incoming calls
Computer Telephony Integration (CTI)
Multichannel integration