Cisco ICS 7750 System Description, 2.6.0
Summary of Software Applications Features
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Summary of Software Applications Features

Table Of Contents

Summary of Software Applications Features

Internal Software Applications

Cisco CallManger Extended Services

Cisco CallManager Extension Mobility

Cisco CallManager Auto Attendant

Key Features

Specifications

Cisco Unity

Components of Cisco Unity

Cisco Unity Voice Messaging

Cisco Unity Unified Messaging

Configuration Options for Cisco Unity

Specifications for Cisco Unity

Cisco Customer Response Solutions

Key Features

Cisco IP Telephony Solution Components

Cisco CRS Components

Cisco CRS Products

Specifications

External Call Management Applications

Cisco Emergency Responder

Cisco Conference Connection

Cisco Personal Assistant

Other External Applications

Cisco IOS Firewall

CiscoWorks


Summary of Software Applications Features


The chapter describes the optional software applications that run internally on Cisco ICS 7750 cards or externally on servers or other devices:

Internal Software Applications

External Call Management Applications

Internal Software Applications

The following software can run on the system processing engine (SPE) 310 and interoperate with the Cisco ICS 7750:

Cisco CallManger Extended Services

Cisco Unity

Cisco Customer Response Solutions

Cisco CallManger Extended Services

Cisco CallManager Extended Services comes bundled with Cisco CallManager, Release 3.1 or higher. By using Customer Response Solutions (CRS) technology, Cisco CallManger Extended Services runs preconfigured application scripts to provide these two application solutions:

Cisco CallManager Extension Mobility

Cisco CallManager Auto Attendant

Cisco CallManager Extension Mobility

Cisco CallManager Extension Mobility allows users within a Cisco CallManager cluster to temporarily configure any Cisco IP Phone 7960/7940 as their own phone. The phone adopts the user's personal phone number(s), speed dials, services links, and other user-specific properties after the user logs in to the phone terminal. When the user logs out, the phone returns to the original user profile.

With Cisco CallManager Extension Mobility, several employees can share office space on a rotational basis instead of having a designated office. Office-sharing is commonly used in work environments such as sales offices and consulting firms in which employees conduct business in different locations or work during different hours of the day.

Login Service

Administrators can program the login service, an Extensible Markup Language (XML)-based authentication service for specific phones, and can set duration limits on phone configuration. Programming is done by using the Cisco CallManager Service Parameters Configuration.

The user accesses the login interface by using the Services button on Cisco IP Phone Models 7960 or 7940. The user enters a user ID and a personal identification number (PIN). The Login Application receives the XML-over-HTTP request and verifies the information against the Cisco IP Telephony Directory (see Figure 5-1). The phone is reconfigured automatically with the individual user device profile information.

Logout Service

The user logs out by pressing the Services button and selecting Logout. After the user logs out, Cisco CallManager sends the original user profile to the phone and restarts the phone.

Figure 5-1 Cisco CallManager Extension Mobility Architecture

Cisco CallManager Auto Attendant

Cisco CallManager Auto Attendant (Cisco CallManager AA) automatically answers calls that come into a company's main telephone number. Callers hear a recorded company greeting and options for directing their call.

The Cisco CallManager AA provides the following functionality:

Answers a call

Plays a user-configurable Welcome prompt

Plays a Main Menu prompt that asks the user to perform one of three actions:

Press "0" for the operator

Press "1" to enter an extension number

Press "2" to spell by name

If a caller chooses to enter an extension number, the system searches the Cisco CallManger configured devices for the number. If there is a match, the system transfers the call to that extension.

If the caller chooses to spell by name, the system compares the letters entered with the names configured in the Cisco CallManager Users database.

If there is a match, the system prompts the user for confirmation of the name and transfers the call to that user's primary extension.

If there are more than one match, the system prompts the user to select the correct extension.

If there are too many matches, the system prompts the user to enter more characters. When the caller selects the destination, the system transfers the call.

If the line is busy or not in service, the system informs the user accordingly and replays the Main Menu prompt.


Note Cisco CallManager AA provides the automated attendant function for systems without Cisco Unity. Cisco Unity has an automated attendant function that provides more flexibility.


Key Features

Cisco CallManager Extended Services solution applications have the key features described in Table 5-1.

Table 5-1 Key Features of Cisco CallManager Extended Services 

Application
Key Function
Key Benefit

Cisco CallManager Extension Mobility

Provides temporary configuration of a Cisco IP phone with a user profile

Users can log in to an available Cisco IP Phone 7960 or 7940 that has been set up with the Extension Mobility service.

Users temporarily have access to their personal extension(s), speed dial numbers, and services.

Several employees can share the same office space for cost-effective use of resources for sales offices or shift employees.

System administrators use Cisco CallManager Administration to set up this feature on specific phones.

Cisco CallManager Auto Attendant

Automatically answers and directs incoming calls

Callers hear a company greeting, which can be changed easily.

Callers can choose how to direct their call from a menu of options.

Callers can transfer to any user's phone by entering an extension number or name that is configured in the Cisco CallManager cluster.

Callers can transfer to the operator for personal assistance.

Calls to the operator are reduced, and call management is faster.


Specifications

Table 5-2 gives the specifications for Cisco CallManager Extended Service.

Table 5-2 Specifications for Cisco CallManager Extended Services

Type
Description

Software Package

Included with Cisco CallManager 3.1 and higher. Install by using the Cisco CallManager Extended Services CD.

Software Platform

Cisco Customer Response Solutions (CRS) Engine and preconfigured scripts.

Administration

Cisco CallManager Administration is used to set up the applications.


Cisco Unity

Cisco Unity for the Cisco ICS 7750 is available for voice messaging only or with unified messaging options. Cisco Unity may be scaled from 25 to 500 subscriber mailboxes and from 4 to 24 simultaneous sessions. Capacity or feature upgrades require no additional hardware because keycodes are used to activate the number of subscriber mailboxes and sessions, as well as the system features and capabilities.

For more information, see the following topics:

Components of Cisco Unity

Cisco Unity Voice Messaging

Cisco Unity Unified Messaging

Configuration Options for Cisco Unity

Specifications for Cisco Unity

Components of Cisco Unity

Cisco Unity includes the components identified in Table 5-3.

Table 5-3 Components of Cisco Unity 

Application
Key Function
Key Benefit

Intelligent Voice Messaging

Receives and stores voice messages

Provides customizable settings and call-handling options.

Allows multiple message delivery options and notification methods.

Supports multiple personal greetings.

Supports multilingual prompts.

Unified Messaging

Integrates the handling of all messages—e-mail, voice, and fax

Provides access to e-mail, voice, and fax messages from one location such as a desktop PC.

Uses a graphical user interface with message icons to provide simple visual descriptions of each message type.

Users can see the number, type, and status of all communications at one glance.

ActiveAssistant

Browser-based administration interface for users

Users can set up their own mailbox greetings, passwords, message notification destinations, transfer settings, and playback options.

Users can change all mailbox functions from any desktop PC by using one URL.

System administrators control user access to this feature.

Automated Attendant

Electronic receptionist for answering and directing incoming calls

Unlimited menu trees allow versatile options for callers.

Call routing can be based on Caller ID, Dialed Number Identification Service (DNIS), Direct Inward Dialing (DID), trunk, port, and schedules.

Reduces calls to the operator and speeds up call management.

Visual Messaging Interface (VMI)

Web-based interface for accessing voice messages

Provides access to voice messages by using Internet Explorer and a LAN connection.

Can listen to, reply to, compose, forward, and delete voice messages when using a PC.

Digital Networking

Connects multiple Cisco Unity servers

Provides a seamless voice-messaging system across an organization.

Can forward voice messages to other Cisco Unity servers.

Provides message distribution and directory access to all Cisco Unity users.

Includes Audio Messaging Interchange Specification (AMIS) communication protocol for connection to legacy analog voice-mail systems.

Cisco Unity Bridge

Connects Cisco Unity servers with analog OctelNet servers

Provides voice messaging between legacy Octel systems and Cisco Unity Voice Messaging.

Integrates the Cisco Unity Voice Messaging with Octel databases.

Unity System Administrator

Web-based system administration interface

Provides a web-based console and tools for installation, maintenance, and user database administration.


Cisco Unity Voice Messaging

Cisco Unity Voice Messaging offers standalone or networked voice mail to enterprise-scale organizations. Voice messages are stored on a system processing engine (SPE) card in the Cisco ICS 7750 or on an external server. Voice-messaging capabilities include automated attendant functionality, intelligent routing, and customizable call screening and message notification options.

Cisco Unity Voice Messaging is a component of the Cisco Architecture for Voice, Video, and Integrated Data (AVVID). Cisco Unity Voice Messaging is fully integrated with Cisco CallManager.

System Capabilities

Cisco Unity Voice Messaging includes the following system capabilities:

Integrates into Microsoft BackOffice, where Microsoft Exchange 2000 holds all database information and all messages are stored in the Exchange private message store

Supports these open standards: Lightweight Directory Access Protocol (LDAP), Mail Application Programing Interface (MAPI), Telephony Application Programing Interface (TAPI), and Windows 2000 Active Directories

Uses native 32-bit NT services to provide optimum scalability, reliability, and performance

Offers class of service (CoS) designations to the system administrator for setting up groups of users with common characteristics instead of programming all of the settings for each individual user

Supports Simple Mail Transfer Protocol/Multipurpose Internet Mail Extension (SMTP/MIME), Post Office Protocol (POP3), and Internet Message Access Protocol (IMAP4) e-mail clients through Microsoft Exchange e-mail gateway services

Uses streaming media for efficient audio delivery

Provides fault-tolerant system tools for security, file replication, event logging, and Simple Network Management Protocol (SNMP) support

Supports AMIS communications protocol features that provide communication with AMIS-compliant voice-mail servers such as Octel 250, Octel 350, Siemens PhoneMail System, and Repartee systems

Key Features

Table 5-4 describes the features provided by Cisco Unity Voice Messaging.

Table 5-4 Features of Cisco Unity Voice Messaging 

Feature
Description

Easy message access

Subscribers can press one button on their phone to retrieve new messages from their voice mailboxes without entering a personal ID number. To prevent unauthorized access to messages, subscribers can require that a security code to be entered before message playback.

Caller identification

When available with the telephone system, automatic number identification (ANI) or caller ID (CID) integration gives the telephone number of the outside caller with the voice message.

Message waiting indication (MWI)

Cisco Unity lights a message-waiting lamp, activates a display, or provides a stutter dial tone on the subscriber's extension when new messages are received.

Call forward to a personal greeting

Callers can leave messages for subscribers who are busy or away from their desks. With this feature, incoming calls that are routed to an unanswered or busy extension are automatically forwarded to a subscriber's voice mailbox.

Multilingual support

Cisco Unity Voice Messaging supports voice prompts in multiple languages, including Spanish (Colombian and European), Dutch, Norwegian, Swedish, Italian, Chinese Mandarin, French, German, Japanese, and English for North America, United Kingdom, Australia, and New Zealand.


Cisco Unity Unified Messaging

Cisco Unity Unified Messaging for the Cisco ICS 7750 is an integrated communications solution for mid-market and enterprise customers. For the end user, Cisco Unity Unified Messaging delivers e-mail, voice messages, and fax massages to one in-box location. For the system administrator, Cisco Unity Unified Messaging eliminates the duplication of administrative tasks such as adding, changing, and moving subscribers to the network, and consolidates tasks such as backing up subscriber and message data.

Key Features

Table 5-5 describes the features provided by Cisco Unity Unified Messaging.

Table 5-5 Features of Cisco Unity Unified Messaging

Feature
Description

Centralized communications control

Single in-box communications control for organizing e-mail, voice messages, and fax messages.

Easy access to communications from home or on the road

Voice and fax messages are accessible from a desktop PC, from a laptop computer with a modem, or from any push-button phone.

Text-to-speech

E-mail messages may be read to you over the telephone.

Compound messaging capability

Option for combining different media types in a single message (such as attaching a Microsoft Word file to a voice message).

VCR-style user interface

Play, rewind, pause, or fast forward messages, using a few mouse clicks.

ActiveAssistant

Browser-based personal administrator that enables customizing of notification options.

Complete record of communications

Storing of voice and fax messages with e-mail in either public or personal Microsoft Exchange or Outlook folders


Configuration Options for Cisco Unity

Cisco Unity on the Cisco ICS 7750 can be configured in a standalone or networked environment. The following configurations are available:

Standalone Cisco Unity Voice Messaging—All the components for Cisco Unity are installed on SPEs within the Cisco ICS 7750 system.

Standalone Cisco Unity Unified Messaging—The Cisco Unity components are installed on SPEs, whereas the Exchange and Active Directory database components reside on an external server.

Networked to other Cisco Unity Servers—Digital Networking is a licensed feature that provides connectivity between Cisco Unity Voice Messaging and other Cisco Unity servers. By using the existing LAN/WAN infrastructure, messages are routed between Active Directory sites and MS Exchange 2000 Routing Groups.

Networked to AMIS-compliant voice-mail systems—By using the Digital Networking licensed feature, the Cisco Unity Voice Messaging system can connect to other AMIS-compliant voice-mail systems. These connections are made through the Public Switched Telephone Network (PSTN) by using multiservice route processors (MRPs) in the Cisco ICS 7750 that support the following:

T-1 ports

Foreign Exchange Office (FXO) ports

Networked to legacy OctelNet servers—The Cisco Unity Bridge is a licensed feature that provides connectivity between Cisco Unity and analog OctelNet servers. This feature integrates the Cisco Unity Voice Messaging and legacy Octel databases. The Cisco Unity Bridge requires a separate Dell 1400 server with Brooktrout TR114 voice cards placed within the server. Up to 24 ports are supported, available in increments of 4 ports.

Figure 5-2 shows the locations of the hardware and software components in the standalone system configuration.

Figure 5-2 Locations of Components in the Cisco ICS 7750

1

Multiservice route processors (MRPs) in slots 1 and 2

5

SPE running System Manager and Cisco CallManager (slot 6)

2

(Optional slot 3 for MRP, analog station interface (ASI) or SPE)

6

System switch processor (SSP)

3

SPE running Cisco Unity* (slot 4)

7

System alarm processor (SAP)

4

SPE running Cisco CallManager (optional slot 5)

   

*The SPE running Cisco Unity (callout 3) may have Cisco Unity Voice Messaging or Cisco Unity Unified Messaging installed.

If the SPE is running Cisco Unity Voice Messaging, the following additional software components are installed:

Domain controller with Active Directory

DNS server (can use an existing network DNS server)

Microsoft Exchange 2000

Microsoft Exchange 2000 administration software


Note Exchange 2000 and Exchange 5.5 may be installed on an external server. However, only Exchange 2000 may be installed on the SPE.


Microsoft Desktop Engine (MSDE) 2000

Microsoft SQL Enterprise Manager

If the SPE is running Cisco Unity Unified Messaging, the following additional software components are installed:

MSDE 2000

Microsoft SQL Enterprise Manager


Note Exchange 2000, Exchange 5.5, and Active Directory must be installed on an external server and not on the SPE running Cisco Unity Unified Messaging.


Specifications for Cisco Unity

Table 5-6 provides specifications for Cisco Unity Release 3.1(5) on the Cisco ICS 7750.

Table 5-6 Specifications for Cisco Unity on the Cisco ICS 7750 

Type
Description

Platform

The SPE310 for applications with Windows 2000 Server and ICS System Manager Core Software.

Network environment

Cisco Unity components must all be members of the same domain.

A DNS server is configured on the SPE310 (or on an existing DNS server) for translating network names to IP addresses when sending messages across the network.

A Rainbow Sentinel Driver is required for Cisco Unity 3.1.

Telephony integration

Cisco CallManager, Release 3.1(2c) or later.

Cisco Unity-Cisco CallManager (Cisco Unity-CM) TAPI Service Provider (TSP) for integrating Cisco Unity with Cisco CallManager. The TSP provides the TAPI session and call control service.

Message store

Microsoft Exchange 2000 or Exchange 5.5 for storing and managing messages. NNTP and SMTP are required for Exchange 2000.

Global directory database

MSDE 2000 (does not support Microsoft SQL 2000) for storing and querying subscriber profile information.

Browser

Microsoft Internet Explorer 5.5 or higher for accessing web-based administration tools.

Remote access software

Windows Terminal Services for accessing the Cisco Unity server remotely.

Backup utilities

The following optional backup utilities are supported:

VERITAS Backup Exec for Cisco Unity data. Version 8.6 supports backing up to a network disk drive and to a tape drive.

Disaster Recover Tools (DiRT) for Cisco Unity subscribers and messages.

Capacity

With 512 MB RAM—Up to 16 ports and 350 users

With 1 GB RAM—Up to 24 ports and 500 users


Qualified Combinations of Product Releases

Cisco Unity Voice Messaging, Cisco Unity Unified Messaging, and the Cisco Unity-CM TSP have been qualified for the product combinations identified in Table 5-7.

Table 5-7 Qualified Combinations of Product Releases 

Cisco Unity Release
Cisco Unity -CM TSP Release
Cisco CallManager Release
ICS System Manager Core Software Release

3.1(3)

6.0(1)

3.1(2c), 3.2(1)

2.1.0, 2.2.0, 2.3.0

3.1(5)

6.0(2)

3.1(2c), 3.1(3), 3.2(1), 3.2(2)

2.1.0, 2.2.0, 2.3.0, 2.4.0, 2.5.0

4.0

6.0(2)

3.2(2), 3.3(1)

2.5.0, 2.6.0


Cisco Customer Response Solutions

The Cisco Customer Response Solutions (CRS) product family provides a variety of contact processing functionalities for a Cisco IP Telephony Solution. Each product in the CRS family includes features for automating interactions with customers. CRS products that are supported on the Cisco ICS 7750 include the Cisco IP Interactive Voice Response (IP IVR) and Cisco IP Integrated Contact Distribution (IP ICD).

The CRS products use the Cisco CRS Engine to run applications and to respond to customer inquiries. The software product that you choose determines the components, step libraries, and subsystems that you receive.

Key Features

The Cisco Customer Response Solutions (CRS) Platform builds on the Cisco IP Telephony Solution foundation to provide interactive telephony and multimedia services for customers.

The CRS Platform provides the features and benefits described in Table 5-8.

Table 5-8 Key Features of the Cisco CRS Platform 

Feature
Description

Open architecture design

Allows integration with a variety of technologies and products to provide agent-assisted service (IP ICD) and self-service (IP IVR) to customers.

Stores application scripts in an industry-standard LDAP directory.

Supports Open DataBase Connectivity (ODBC) access to Microsoft Structured Query Language (SQL) servers, Oracle, Sybase, and IBM DB2 databases.

Web-based administration

Can be maintained and administered by using a web browser.

Can be accessed from any computer on the IP network.


Cisco IP Telephony Solution Components

The Cisco CRS Platform integrates a number of components to provide the features and functionality for IP IVR and IP ICD. Figure 5-3 shows how CRS integrates with a Cisco IP Telephony Solution. The diagram shows Cisco CallManager and CRS applications running on separate dedicated servers, which are SPEs in the Cisco ICS 7750. Cisco CallManager and CRS applications can also be installed on the same SPE.

Figure 5-3 Cisco IP Telephony Solution Components

As Figure 5-3 shows, a Cisco IP Telephony Solution system has these main components:

Gateway—Connects the enterprise IP telephony network to the PSTN and to other private telephone systems, such as a PBX. In the Cisco ICS 7750, the MRP provides the gateway function.

Cisco CallManager server—Provides the features for the IP phones, manages gateways, provides failover and redundancy service for the telephony system, and directs VoIP traffic to the CRS system. In the Cisco ICS 7750, the Cisco CallManager server runs on an SPE.

Cisco IP Telephony Directory—Stores configuration information and CRS application scripts in an LDAP directory. The subdirectory that stores CRS scripts is called the Repository. Storing application scripts and configuration information in an LDAP directory allows loading application scripts on any CRS server in the network. The Repository keeps one backup version of each script for recovery purposes.

CRS server—Contains the CRS Engine that runs CRS application scripts. CRS application scripts use a series of steps that are implemented as Java Beans packaged in *.jar files. In the Cisco ICS 7750, the CRS server runs on an SPE.

CRS Editor—Allows designers to create, modify, and debug CRS application scripts containing workflow steps.

CRS IP ICD Agent and Supervisor Desktops—Desktop programs that enable ICD agents and supervisors to log in to the system, to change agent states, and to monitor status.

Nuance Automatic Speech Recognition (ASR) server—Server that performs real-time speech recognition.

Text-to-Speech (TTS) server—Server that converts text into speech and plays it back to the caller.


Note Nuance ASR and TTS can run on a separate SPE in the chassis or on an external server.


Cisco CRS Components

The components of the Cisco CRS are described in Table 5-9.

Table 5-9 Components of the Cisco CRS Platform 

Component
Key Function
Description

CRS Engine

Runs voice application scripts for responding to customer interactions

Application scripts contain steps that are blocks of logic. Steps are connected in flows in an application script to create IVR and ICD solutions.

Runs multiple application scripts simultaneously.

Updates application scripts in real time and pushes them to the CRS Engine without restarting the CRS Engine.

Supports a debug mode for testing new application scripts before uploading them to production.

Includes these subsystems and features:

Application—Provides service for generic applications that do not use telephony services.

Database—Handles connections between the application server and enterprise databases.

E-mail—Adds components that allow the applications engine to send e-mail.

HTTP—Adds components that allow the applications engine to respond to HTTP requests.

JTAPI—Manages the connection between Cisco CallManager CTI Manager and the Cisco CRS Engine.

Cisco CRS Editor

For building and debugging application scripts that automate customer interactions

A Windows GUI-based tool for application designers to use for customizing both Cisco IP IVR and Cisco IP ICD application scripts.

Has a graphical interface with a palette of steps that are blocks of contact-processing logic written in Java.

Designers can drag and drop steps and connect them into new application scripts without knowing Java programming.

Has a built-in debugging tool for testing new application scripts.

Includes sample application scripts for both IP ICD and IP IVR.

Can be downloaded from the Cisco CRS Application Administrator web page and installed on any PC in the WAN.

Runs in Windows 95, 98, NT 4.0, and Windows 2000 environments.

Cisco IP Telephony Directory

For storing voice application scripts

A centralized industry-standard LDAP directory for storing the application scripts that are built with the CRS Editor.

Implemented as a subdirectory in DC Directory (part of Cisco CallManager) or in a remote LDAP directory service, such as Netscape Directory Server, or in Microsoft Active Directory, for the Repository.

Uses the Repository Manager program to store application scripts in the Repository.

Stores all CRS Engine configuration profiles for IP IVR and IP ICD solutions.

CRS Real-Time Reporting

Generates reports of system statistics

A web-based reporting tool for monitoring the system.

Generates on-demand and scheduled reports about system activity.

Provides reports of statistics for IP ICD agent and group activity.

CRS Software Developer's Kit (SDK)

For creating or modify CRS Editor steps for customized applications

A tool for adding or customizing functionality by creating new subsystems and steps.

Requires knowledge and experience with Java programming.

Must be installed with Cisco CallManager 3.1.

An optional tool that must be purchased as an additional CRS application.

CRS Application Administrator

For setting up and modifying system configuration

A web-based application for administering the CRS applications.

Can be accessed from anywhere on the IP network.

Configures Resource Manager for IP ICD groups, agents, and queues.


Cisco CRS Products

The following Cisco CRS products are supported on the Cisco ICS 7750:

Cisco IP Interactive Voice Response Product

Cisco IP Integrated Contact Distribution Product

Cisco IP Interactive Voice Response Product

Cisco IP IVR provides automated call handling and includes Cisco IP Auto Attendant (Cisco IP AA) for answering and directing calls. Cisco IP IVR automates call handling by autonomously interacting with users. In addition to handling traditional telephony contacts, IP IVR applications can respond to HTTP requests and send e-mail.

IP IVR automates call handling by using the following features:

Processes user commands that are selected from a menu, and provides responses such as transferring to a sales department or listening to a recording

Performs prompt and collect functions to obtain user data such as passwords or account identification

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

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.

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 CRS Real-Time Reporting system for monitoring the IP ICD agents, the Event Service Desk, and resource performance.

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.

A call in queue hears messages with progress announcements or advertisements.

Queue scripts are built by using the CRS Editor. These application scripts determine the queuing messages and handle the in-queue call. Sample scripts are available, and customized scripts can be built.

The IP ICD system has three major components:

Resource Manager—Monitors the IP ICD agent phones and organizes agents into resource groups. Resource groups constitute a collection of IP ICD agents that are capable of handling the same types of calls. The Resource Manager is configured by using the CRS Administration web interface.

Event Service Desk—Places incoming calls in queue and distributes them to the appropriate Resource Group as agents become available. The Event Service Desk is configured by using the CRS Administration web interface.

IP ICD Agent Desktop—An application program that IP ICD agents run on their desktop computers to log in to the system, to change the IP ICD state, and to monitor status.

Specifications

When installed in the Cisco ICS 7750 system, IP ICD and IP IVR have the specifications given in Table 5-10.

Table 5-10 Specifications for IP ICD and IP IVR 

Type
CRS 2.2(x)
CRS 3.x

Hardware platform

SPE310 with ICS 7750 Release 2.1.0 or later.

IP ICD or IP IVR can be co-resident on an SPE with Cisco CallManager.

IP ICD and/or IP IVR can be on a dedicated SPE.

SPE310 with ICS 7750 Release 2.1.0 or later.

IP ICD or IP IVR can be co-resident on an SPE with Cisco CallManager.

IP ICD and/or IP IVR can be on a dedicated SPE.

Nuance ASR and TTS can be on a dedicated SPE.

Telephony integration

Cisco CallManager 3.1 and later.

Cisco CallManager 3.2(2c) and later.

Directory

Any LDAP directory service such as DC Directory (which comes with Cisco CallManager), Netscape Directory Server, or Microsoft Active Directory.

Any LDAP directory service such as DC Directory (which comes with Cisco CallManager), Netscape Directory Server, or Microsoft Active Directory.

Database (IP IVR query)

Microsoft SQL server, Oracle, Sybase, or IBM DB2 databases.

Microsoft SQL server, Oracle, Sybase, or IBM DB2 databases.

Browser

Microsoft Internet Explorer 5.5.

Microsoft Internet Explorer 5.5.

Capacity

Co-resident on the same SPE with Cisco CallManager—up to 10 ports or simultaneous sessions.

If installed on a dedicated SPE—up to 48 ports or simultaneous sessions.

Co-resident on the same SPE with Cisco CallManager—Up to 10 ports or simultaneous sessions.

If installed on a dedicated SPE—Capacity is configured based on selected feature options.


External Call Management Applications

The following software applications can run on external devices and can interoperate with Cisco CallManager and the Cisco ICS 7750:

Cisco Emergency Responder

Cisco Conference Connection

Cisco Personal Assistant

Cisco Emergency Responder

When callers dial the emergency telephone number from a company telephone, the Cisco Emergency Responder (CER) enables emergency agencies to identify the location of 911 callers. The CER enhances the existing E9-1-1 feature of Cisco CallManager with a real-time location-tracking database and improved routing capabilities to direct emergency calls to the appropriate Public Safety Answering Point (PSAP), based on the caller's location.

For more information, refer to the Cisco Emergency Responder User's Guide.

Cisco Conference Connection

Cisco Conference Connection (CCC) is designed to handle conferencing needs that exceed the limitations of the Cisco CallManager conferencing feature. CCC provides an IP-based conferencing solution that integrates with Cisco CallManager. CCC conferences are scheduled from a simple, web-based interface. Conference participants call in to a central number and enter a meeting identification number; the participants are then placed into the conference. CCC may be scaled from 20 to 100 ports.

For more information, refer to the Cisco Conference Connection 1.2 User's Guide.

Cisco Personal Assistant

Cisco Personal Assistant was designed to help mobile employees increase productivity both in the office and on the road. With Cisco Personal Assistant, users can personalize their communications with personal call-routing rules, speech recognition capabilities, and other productivity services for IP phones. Employees can save time by using simple voice commands to browse the corporate directory, to retrieve voice messages, or to forward calls to an alternate office number.

For more information, refer to the Cisco Personal Assistant 1.3 User's Guide.

Other External Applications

The following software also runs on external devices and can interoperate with the Cisco ICS 7750:

Cisco IOS Firewall

CiscoWorks

Cisco IOS Firewall

The Cisco IOS Firewall is a security-specific option for Cisco IOS software. Cisco IOS Firewall integrates firewall functionality and intrusion detection for every network perimeter and enhances existing Cisco IOS security capabilities. When combined with Cisco IOS IP Security (IPSec) software and other Cisco IOS software-based technologies such as Layer 2 Tunneling Protocol (L2TP) and quality of service (QoS), the Cisco IOS Firewall provides a complete, integrated Virtual Private Network (VPN) solution.

The Cisco IOS Firewall enables the integration of multiprotocol routing with security policy enforcement by configuring a Cisco router as a firewall. The Cisco IOS Firewall interoperates seamlessly with Cisco IOS software to provide features such as context-based access control (CBAC), intrusion detection, authentication proxy, and denial-of-service detection and prevention.

For more information, go to the following location:

http://www.cisco.com/en/US/products/sw/secursw/ps1018/index.html

CiscoWorks

CiscoWorks is a suite of network management tools that enables you to easily access and manage an enterprise network in a Cisco AVVID architecture. CiscoWorks includes the following products:

LAN Management Solution (LMS)

Routed WAN Management Solution

Service Management Solution (SMS)

For more information, go to the following location:

http://www.cisco.com/en/US/products/sw/cscowork/index.html