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) |