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Cisco Unified Contact Center Express

Cisco IPCC Express Features and Specifications 4.0

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TECHNICAL REFERENCE

Table 1. IPCC Express 4.0

Feature

Premium

Enhanced

Standard

General System Features with Server Software

Hardware Configuration

Cisco Media Convergence Servers and Cisco approved partner servers

Cisco Media Convergence Servers and Cisco approved partner servers*

Cisco Media Convergence Servers and Cisco approved partner servers*

System Software Configuration

Microsoft Windows client-server software

Microsoft Windows client-server software

Microsoft Windows client-server software

Vendor Systems Supported

Cisco CallManager 4.1 and later

Cisco CallManager 4.1 and later

Cisco CallManager 4.1 and later

Operating System(s) Supported

Windows 2000 Server and Advanced Server

Windows 2000 Server and Advanced Server

Windows 2000 Server and Advanced Server

Redundancy Support

High Availability with automatic failover

High Availability with automatic failover

None

Max. # of Analog Trunks Supported

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Max. # of Digital Trunks Supported

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Max. # of IP Trunks Supported

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Max. # of Trunk Groups Supported

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Call Conferencing

Included

Included

Included

Agent Inter-Dialing Support

Included

Included

Included

Direct Outward Dialing (DOD) Support

Included

Included

Included

Integrated ACD Features with Server Software

Custom Scripting via IPCC Express Drag & Drop Editor

Included

Included

Included

Max. # of Configurable Agents Supported**

300

300

300

Max. # of Active Agents Supported**

300

300

300

Max. # of Supervisor Positions Supported**

32

32

32

Max. # of Agent Groups Supported**

75

75

75

Max. # of Agents per Group**

300

300

300

ANI Support

Included

Included

Included

DNIS Support

Included

Included

Included

Route on Skill

Included

Included

Not Available

Rout on Skill Competency

Included

Included

Not Available

Conditional Routing (Time of Day, Day of Week, Custom Variables, etc)

Included

Included

Included

Overflow, Interflow, Intraflow Routing

Included

Included

Included

Custom Routing Based on Enterprise Data (e.g. Priority Routing)

Included

Not Available

Not Available

Dynamic Priority Queuing

Included

Included

Not Available

Max. # of Definable Skills Groups

150

150

Not Available

Max. # of Skills per Agent

50

50

Not Available

Max. # of Routing Programs

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Max. # of Steps per Routing Program

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Integrated IVR Features with Server Software

Play Messages to Callers-Music

Included via Cisco CallManager Music On Hold server or .wav file

Included via Cisco CallManager Music On Hold server or .wav file

Included via Cisco CallManager Music On Hold server or .wav file

Play Messages to Callers-Prompts

Included via .wav file

Included via .wav file

Included via .wav file

Play Messages to Callers-Combine Prompts, Music And Messages

Included fully customizable

Included fully customizable

Included fully customizable

Capture and Process Caller DTMF Input

Included

Included

Included

Automated Attendant Support

Included fully customizable

Included fully customizable

Included fully customizable

Database Integration

Included

Not Available

Not Available

Automatic Speech Recognition

Optional via MRCP-order from Nuance or Scansoft

Not Available

Not Available

Text to Speech

Optional via MRCP-order from Nuance or Scansoft

Not Available

Not Available

Real-Time Notification Services (Email, Paging, Fax)

Included-paging and fax require 3rd party services

Not Available

Not Available

VoiceXML for ASR/TTS and DTMF

Included

Not Available

Not Available

Read data from HTTP and XML pages

Included

Included

Included

Run any Defined Workflow via HTTP Request

Included

Not Available

Not Available

Integrated Self-Service Application Support

Included

Not Available

Not Available

Integrated CTI/Screen Pop Features with IPPC Express Seat License

Pop ANI/DNIS and Customer Defined Workflow Data

Included

Included

Included

Automatically Start any Microsoft Windows Compatible Application

Included

Included

Not Available

Send Information To any Microsoft Windows Compatible Application

Included

Included

Not Available

Provide Database Dip in Support of Screen Pop

Included

Not Available

Not Available

Integrated PC-Based Agent Desktop Features with IPPC Express Seat License

Work Flow Automation/Task Buttons

Included

Included

Not Available

Popping 3rd Party Applications on Events

Included

Included

Not Available

"Record" and Archive Calls

Included

Included

Not Available

"Work" Agent State for After Call Wrap-Up Activity

Included

Included

Not Available

"Chat" with Supervisor or Agents Using Instant Messaging

Included

Included

Included

Call Log Tracks Call Activity of Incoming and Outgoing Calls

Included

Included

Included

Agent Log Tracks Agent State Changes an Other Information

Included

Included

Included

Soft Phone With Phone Directory

Included

Included

Included

Support for IP Communicator-No Cisco IP Phone Required for Agent Phone

Included

Included

Included

Agent State Buttons

Included

Included

Included

Integrated IP Phone-Based Agent Desktop Features with IPPC Express Seat License

7970/7971//7960/7940 IP Phones Only

Included

Included

Included

Log In/Out

Included

Included

Included

Ready/Not Ready

Included

Included

Included

Shows Agent Phone State

Included

Included

Included

Agent May Initiate On-Demand Recording

Included

Included

Not Available

Supervisor Can Silent Monitor, Barge-In, and Intercept

Included

Included

Not Available

Integrated PC-Based Supervisor Desktop Features with IPPC Express Seat License

View Agent Activity in Real Time

Included

Included

Included

View Agent and Skill Group Statistics

Included

Included

Included

Chat-Send Text Messages to Any or All Agents

Included

Included

Included

Marquee-Broadcast Scrolling Messages to Agents

Included

Included

Included

Support For IP Communicator-No Cisco IP Phone Required for Agent Phone

Included

Included

Included

Log Out Agent

Included

Included

Included

Make Agent Ready

Included

Included

Included

Coaching-Provide Agent Guidance Through Chat

Included

Included

Included

Silent Monitoring-Listen In on an Agent's Call

Included

Included

Not Available

Supervisor Can Remote Silent Monitor from Any Phone via a Dial In IVR Session

Included

Not Available

Not Available

Barge-In-Join In on an Agent's Conversation

Included

Included

Not Available

Intercept-Take a Call from an Agent

Included

Included

Not Available

Record-Capture and Archive Call Audio

Included

Included

Not Available

Integrated Historical Reporting with IPPC Express Seat License

Abandoned Call Detail Activity Report

Included

Included

Included

Agent Detail Report

Included

Included

Included

Agent Login Logout Activity Report

Included

Included

Included

Agent State Summary Report (by Agent)

Included

Included

Included

Agent State Summary Report (by Interval)

     

Agent Summary Report

Included

Included

Included

Call Custom Variables Report

Included

Included

Included

Called # Summary Activity Report

Included

Included

Included

Common Skill Contact Service Queue Activity Report

Included

Included

Not Available

Contact Service Queue Activity Report (by CSQ)

Included

Included

Included

Contact Service Queue Activity Report (by Interval)

Included

Included

Included

Contact Service Queue Activity Report

Included

Included

Included

Contact Service Queue Service Level Report

Included

Included

Included

Detailed Call by Call CCDR Report

Included

Included

Included

Detailed Call, CSQ, Agent Report

Included

Included

Included

Priority Summary Activity Report

Included

Included

Not Available

Skill Routing Activity Report

Included

Included

Not Available

IVR Application Performance Analysis Report

Included

Included

Included

IVR Traffic Analysis Report

Included

Included

Included

Recording with IPPC Express Seat License

On-Demand Agent Recording

Included

Included

Not Available

On-Demand Supervisor Recording

Included

Included

Not Available

"Always On" Site Recording

Not Available-Please contact Cisco Contact Center Recording Partners

Not Available-Please contact Cisco Contact Center Recording Partners

Not Available-Please contact Cisco Contact Center Recording Partners

Multi-Channel Available Only Through Cisco Professional Services

Universal Queuing Support

Available via Cisco Professional Services

Available via Cisco Professional Services

Not Available

Cisco E-Mail Manager Option Support

Available via Cisco Professional Services

Available via Cisco Professional Services

Not Available

Cisco Collaboration Server (Web Chat, Web Call Back)

Available via Cisco Professional Services

Available via Cisco Professional Services

Not Available

Administration

Browser Based: Administer from Anywhere on Your WAN

Included

Included

Included

Web-Enabled Real-Time Reporting Client

Included

Included

Included

Full Integration with Cisco NMS Including SNMP Support and Alarm Service

Included

Included

Included

Support for 3rd Party Mibs

Included

Included

Included

Support for Cisco Campus Manager and Resource Management Essentials

Included

Included

Included

Tracing and Local Logging

Included

Included

Included

Voice Mail Integration

Voice Messaging Interface

Optional (Cisco Unity)

Optional (Cisco Unity)

Optional (Cisco Unity)

Max. # of Voice Mailboxes Supported

2,500

2,500

2,500

Max. # of Voice Storage Hours

Unlimited (storage limitation hard disk dependent)

Unlimited (storage limitation hard disk dependent)

Unlimited (storage limitation hard disk dependent)

Support for Other Vendor Voice Mail

Yes

Yes

Yes

Unified Messaging Support

Optional (Cisco Unity)

Optional (Cisco Unity)

Optional (Cisco Unity)

* Supported Servers include:
MCS 7825-800
MCS 7825-1133
MCS-7825H-2.2-CC1
MCS-7825I-3.0-CC1
MCS-7815I-2.0-CC1
MCS-7815I-3.0-CC1
MCS 7835-1000
MCS 7835-1266
MCS-7835H-2.4-CC1
MCS-7835I-2.4-CC1
MCS-7845H-2.4-CC1
MCS-7825H-3.0-CC1
MCS-7835H-3.0-CC1
MCS-7835I-3.0-CC1
MCS-7845H-3.0-CC1
IBM xSeries 306 3.0 GHz
IBM xSeries 200
IBM xSeries 330-1266
IBM xSeries 205
IBM xSeries 342-1266
IBM xSeries 345 Single 2.4 GHz Xeon
IBM xSeries 345 Single 3.06 GHz Xeon
IBM xSeries 345 3.06 GHz Dual Xeon
Compaq DL 320
Compaq DL 380
Compaq DL 380 G2
HP DL 320 G2
HP DL380-G3 Single 2.4G Xeon
ICS 7750 SPE 310
HP DL380-G3 Dual 2.4G Xeon
HP DL 320-3.0GHz G2
HP DL 380-3.0GHz G3 Single Xeon
HP DL 380-3.0GHz G3 Dual Xeon
MCS-7815-I1-CC1
MCS-7825I-3.4-CC1
MCS-7825H-3.4-CC1
MCS-7835-I1-CC1
MCS-7835-H1-CC1
MCS-7845-H1-CC1
MCS-7845-I1-CC1
IBM xSeries 306 3.4 GHz
HP DL 320 3.4 GHz G3
IBM xSeries 346 3.4 GHz Single Xeon
HP DL 380-3.4GHz G4 Single Xeon
HP DL 380-3.4 GHz G4 Dual Xeon
IBM xSeries 346 3.4 GHz Dual Xeon
** Actual maximums depend on the hardware server deployed and the feature mix deployed on that server and on any associated IPCC Express Edition expansion servers deployed.
Text Box:  Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel:	408 526-4000	800 553-NETS (6387)Fax:	408 526-4100	European HeadquartersCisco Systems International BVHaarlerbergparkHaarlerbergweg 13-191101 CH AmsterdamThe Netherlandswww-europe.cisco.comTel:	31 0 20 357 1000Fax:	31 0 20 357 1100	Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel:	408 526-7660Fax:	408 527-0883	Asia Pacific HeadquartersCisco Systems, Inc.168 Robinson Road#28-01 Capital TowerSingapore 068912www.cisco.comTel: +65 6317 7777Fax: +65 6317 7799Cisco Systems has more than 200 offices in the following countries and regions. Addresses, phone numbers, and fax numbers are listed onthe Cisco Website at www.cisco.com/go/offices.Argentina · Australia · Austria · Belgium · Brazil · Bulgaria · Canada · Chile · China PRC · Colombia · Costa Rica · Croatia · Cyprus Czech Republic · Denmark · Dubai, UAE · Finland · France · Germany · Greece · Hong Kong SAR · Hungary · India · Indonesia · Ireland · Israel Italy · Japan · Korea · Luxembourg · Malaysia · Mexico · The Netherlands · New Zealand · Norway · Peru · Philippines · Poland · Portugal Puerto Rico · Romania · Russia · Saudi Arabia · Scotland · Singapore · Slovakia · Slovenia · South Africa · Spain · Sweden · Switzerland · Taiwan Thailand · Turkey · Ukraine · United Kingdom · United States · Venezuela · Vietnam · ZimbabweCopyright  2005 Cisco Systems, Inc. All rights reserved. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, TeleRouter, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0502R) 	205486.J_ETMG_JQ_12.05Printed in the USA Text Box:  Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel:	408 526-4000	800 553-NETS (6387)Fax:	408 526-4100	European HeadquartersCisco Systems International BVHaarlerbergparkHaarlerbergweg 13-191101 CH AmsterdamThe Netherlandswww-europe.cisco.comTel:	31 0 20 357 1000Fax:	31 0 20 357 1100	Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel:	408 526-7660Fax:	408 527-0883	Asia Pacific HeadquartersCisco Systems, Inc.168 Robinson Road#28-01 Capital TowerSingapore 068912www.cisco.comTel: +65 6317 7777Fax: +65 6317 7799Cisco Systems has more than 200 offices in the following countries and regions. Addresses, phone numbers, and fax numbers are listed onthe Cisco Website at www.cisco.com/go/offices.Argentina · Australia · Austria · Belgium · Brazil · Bulgaria · Canada · Chile · China PRC · Colombia · Costa Rica · Croatia · Cyprus Czech Republic · Denmark · Dubai, UAE · Finland · France · Germany · Greece · Hong Kong SAR · Hungary · India · Indonesia · Ireland · Israel Italy · Japan · Korea · Luxembourg · Malaysia · Mexico · The Netherlands · New Zealand · Norway · Peru · Philippines · Poland · Portugal Puerto Rico · Romania · Russia · Saudi Arabia · Scotland · Singapore · Slovakia · Slovenia · South Africa · Spain · Sweden · Switzerland · Taiwan Thailand · Turkey · Ukraine · United Kingdom · United States · Venezuela · Vietnam · ZimbabweCopyright  2005 Cisco Systems, Inc. All rights reserved. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, TeleRouter, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0502R) 	205486.J_ETMG_JQ_12.05Printed in the USA