Table Of Contents

Numerics - A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - Q - R - S - T - U - V - W -

Index

Numerics

802.1q 8-9

A

abandoned calls 4-10

abbreviations GL-1

ACD integration 2-34

acronyms GL-1

active time 4-2

additional information xi, xiv

Administrative Workstation (AW) 1-7, 5-5

Admin Workstation ConAPI Interface 3-15

admission control 1-21

after-call work time 4-2, 4-8

Agent Desktop

bandwidth requirements 8-13

Base Services 5-13

CiscoAgent Desktop 7-3

CTIOS Toolkit 7-6

described 1-6, 7-1

details 7-3

Recording and Playback Service 5-13

redundancy 3-39

required servers 5-3, 5-4

settings 1-11

sizing 5-12

types 7-2

VoIP Monitor Service 5-13

Agent Detail Report 8-22

Agent PG (APG) 5-6, 5-10, 5-11

Agent Reporting and Management (ARM) 3-16

agents

average call time 4-2

general 1-12

login 1-12

manually entering the number of 4-8

number of 5-9

recommended number 4-8

settings 1-11

shrinkage 4-25

sizing 4-5, 4-12

staffing requirements 4-25

state change 8-14

talk time 4-2

transfers between 1-20

utilization 4-9

wrap-up time 4-2, 4-14

agent-to-agent transfers 1-20

AHT 4-2

alternate between calls 1-19

answered calls 4-9

antivirus applications 9-4

APG 5-6, 5-10, 5-11

AQT 4-9

architecture overview 1-1, 8-2

ARM 3-16

ASA 4-9

assistance, obtaining xiii

automatic call distribution (ACD) 2-34

availability of functions and features 3-1

average

after-call work time 4-8

call duration 4-9

call talk time 4-8

call treatment time 4-8

handle time (AHT) 4-2

queue time (AQT) 4-9

speed of answer (ASA) 4-9

AW 1-7, 5-5

B

balancing server loads 6-13

bandwidth

call scenario 8-15

for call control 8-13

for Cisco Agent Desktop 8-13

for clustering over the WAN 2-22

for CTI OS Agent Desktop 8-11

for Desktop Monitor 8-18

for monitoring services 8-17

for private network 8-10

for public (visible) network 8-11

for silent monitoring 8-16

for Supervisor Desktop 8-21

for VoIP Monitor 8-20

latency requirements 8-7

provisioning 8-1

sizing 8-10

Base Services for Cisco Agent Desktop 5-13

best practices

CTI OS bandwidth 8-12

security 9-2

sizing call center resources 4-25

BHCA 4-2, 4-7, 5-9

BHCC 4-9

BHT 4-3

blended agent option 2-31

blind transfer 1-17

blockage of calls 4-3, 4-8

broadband 2-27

bugs, reporting xiii

Business Ready Teleworker 2-30

busy hour

call attempts (BHCA) 4-2, 4-7, 5-9

call completions (BHCC) 4-9

defined 4-1

traffic (BHT) 4-3

busy interval 4-1

C

calculators

for call center resources 4-6

for Erlang values 4-4

call admission control 1-21

call center terminology 4-1

call control 8-13

CallManager (see Cisco CallManager)

call processing

centralized 2-4

distributed 2-9, 2-14

redundancy 6-9

with IPCC 6-1

calls

abandoned 4-10

alternate 1-19

answered 4-9

blockage 4-3, 4-8

completed 4-9

duration 4-9

flow 1-4

high-priority 4-17, 4-21

normal 4-21

per interval 4-7

queuing 1-13, 1-15, 4-9

queuing on IPIVR 2-3, 2-6, 2-9, 2-10, 2-17

queuing on ISN 2-3, 2-6, 2-9, 2-12, 2-18, 2-19

routing 1-12

self-service 4-20, 4-21

timeline 4-4

transferring 1-16

treatment 2-10, 2-12, 2-17, 2-18, 2-19, 4-10, 4-13

treatment time 4-8

wrap-up time 4-14

capacity

of server platforms 6-4, 6-5

planning tool 6-5

CCMCT 6-5

centralized call processing 2-4

CIPT OS 9-3

Cisco.com xii

Cisco Agent Desktop (see Agent Desktop)

Cisco CallManager

Capacity Tool (CCMCT) 6-5

described 1-1

failover 3-22, 3-31

high availability 3-7

recovery 3-31

redundancy 3-7

releases 6-3, 6-4

security 9-8

server capacity 6-4, 6-5

sizing servers 6-1

supported server platforms 6-7

with IPIVR 3-13

Cisco Product Identification Tool xiii

Cisco Resource Manager 5-10

Cisco Security Agent 9-5

Cisco Supervisor Desktop (see Supervisor Desktop)

Cisco Technical Assistance Center (TAC) xiii

Citrix thin-client environment 8-25

classifying traffic 8-10

clients for routing 1-10, 1-11

clustering over the WAN

described 2-15

failover scenarios 2-26, 3-28

clusters

guidelines 6-2

redundancy 6-10

Collaboration Server 3-15, 3-18

combination transfers 1-20

combining IPCC and IP Telephony 1-15

Combo Box 4-20

components of IPCC 1-6, 5-1

computer telephony integration (see CTI)

conferences, transfers of 1-21

Configuration Manager 1-7

consultative transfer 1-18

Content Server Switches (CSS) 1-2

CSS 1-2

CTI

Manager 3-7, 3-10, 3-32

Object Server (see CTI OS)

Server 1-5, 3-37

CTI OS

Agent Desktop 8-11

architecture 7-6

failover 3-38

server sizing 5-11

Toolkit 7-6

customer support xiii

D

databases 5-10

data network 3-5

DCA 5-7

demilitarized zone (DMZ) 3-18

deployment models

clustering over the WAN 2-15

described 2-1

multi-site with centralized call processing 2-4

multi-site with distributed call processing 2-9

single site 2-2

design tools 4-4

Desktop Monitor 8-17, 8-18

devices

authentication 9-8

targets 1-10

dialed number (DN) 1-12

Dialed Number Plan (DNP) 1-16

Dialer 5-6

dial plans 1-16

directory number (DN) 1-12

distributed call processing 2-9, 2-14

distributed ICM 2-14

DMZ 3-18

DN 1-12

DNP 1-16

documentation

feedback xii

obtaining xii, xiv

ordering xii

related xi, xiv

double trunking 2-37, 2-38

dual links 2-20

duration of a call 4-9

Dynamic Content Adapter (DCA) 5-7

E

ECC 5-10

Email Manager 3-15, 3-17, 5-7

encryption 9-8

Erlang

calculations 4-4, 4-5

defined 4-2

export 4-10

Extended Call Context (ECC) 5-10

extensions for IPCC and IP Telephony on same phone 1-15

F

factors to consider for sizing 5-9

failover

CiscoCallManager 3-22

clustering over the WAN 2-26, 3-28

CTIOS 3-38

design considerations 3-1

ICM 3-23

recovery 3-31

scenarios 2-26, 3-22, 3-23, 3-28

feedback on this document xii

firewalls 9-6

flow of calls and messages 1-4

flow of traffic 8-6, 8-11, 8-16

G

gatekeepers 1-22, 3-15

gateways

centralized 2-4, 2-17, 2-18

distributed 2-7, 2-10, 2-12, 2-19

port sizing 4-13

sizing 4-24

voice 3-14

glossary GL-1

grade of service 4-3

H

H.323 3-15

hardware configurations 5-8

HA WAN 2-15, 2-22, 2-26

HDS 3-39, 5-5

heartbeat 8-4, 8-13

high availability 3-1

highly available (HA) WAN 2-15, 2-22, 2-26

high-priority calls 4-17, 4-21

Historical Data Server (HDS) 3-39, 5-5

history of revisions xi

hybrid IP Telephony and IPCC system 1-15

I

ICC 2-15, 2-23

ICM

Central Controller 1-5

components 1-5

described 1-3

distributed 2-14

failover recovery 3-32

failover scenarios 3-23

IPIVR redundancy 3-13

private communications 2-20

redundancy 3-10

routing clients 1-10

software modules 1-5

infrastructure of the network 3-5, 8-2

installation of Windows 2000 9-2, 9-3

integration

with ACD 2-34

with IVR 2-35

Intelligent Contact Management (see ICM)

Interactive Voice Response (see IVR)

interfaces, SCI 1-3

Internet Service Node (see ISN)

intra-cluster communications (ICC) 2-15, 2-23

IN transfer 1-2

IPCC

agent desktop 7-2

architecture 1-1

call flows 1-4

clusters 6-2

combined with IP Telephony 1-15

components 1-6, 5-1

component sizing 5-5

current release xi

extensions 1-15

message flows 1-4

minimum hardware configurations 5-8

Outbound Option 3-19

overview 1-1

security 9-1

supervisor desktop 7-2

IP Communications (IPC) Resource Calculator 4-6

IP IVR

described 1-3

failover recovery 3-32

high availability 3-11

ports 4-12

redundancy 3-11

with CiscoCallManager 3-13

with ICM 3-13

IPPA 7-6

IP Phone Agent (IPPA) 7-6

IPSec 9-6

IP Security (IPSec) 9-6

IP switching 1-2

IP Telephony

combined with IPCC 1-15

extensions 1-15

ISN

Application Server 3-14, 4-23

call treatment 2-12, 2-18, 2-19

Combo Box 4-20

described 1-2

design considerations 3-13

licenses 4-23

Media Server 3-15

queuing of calls 2-12, 2-18, 2-19

server capacities 4-20

simplified sizing method 4-23

sizing call center resources 4-15

sizing components 4-20

sizing servers 5-8

Voice Browser 3-14, 4-23

IVR

call treatment 2-10, 2-17

integration 2-35

ports 4-10

queuing of calls 2-10, 2-17

scripts 5-9

see also IP IVR

self-service applications 5-10

self-service calls 4-20, 4-21

sizing call center resounces 4-15

sizing servers 5-8

transfers to agents 1-20

J

JTAPI 1-8

K

keep-alive message 8-4

L

labels 1-11

latency requirements 8-7

LCC 5-13

level of service 4-3

licenses 4-23

load balancing 6-13

location of services 8-24

locations for call admission control 1-23

Logger 1-5, 3-34, 3-39, 5-5

logical call center (LCC) 5-13

login 1-12

M

manually entering the number of agents 4-8

marking traffic 8-8, 8-24

Media Blender 5-6

media encryption 9-8

Media Routing (MR) Peripheral Gateway (PG) 3-15, 5-6

media server 4-24

message flows 1-4

minimum hardware configurations 5-8

models for deployments 2-1

monitoring performance 8-10

monitor services 8-17

MR PG 3-15, 5-6

multi-channel 2-31, 3-15

multiple transfers 1-20

multi-site deployment

centralized call processing 2-4

distributed call processing 2-9

N

NAT 9-7

network

infrastructure 3-5, 8-2

private 8-3, 8-6, 8-10

provisioning 8-8

public 8-3, 8-6, 8-8, 8-11

segments 8-3

visible 8-3, 8-6, 8-8, 8-11

Network Address Translation (NAT) 9-7

Network Interface Controller (NIC) 8-5

NIC 8-5

no answer 1-14

non-ICM transfers 1-19

normal calls 4-21

O

OPC 1-5

Open Peripheral Controller (OPC) 1-5

outbound option 2-31, 3-19

outpulse transfer 1-2

overview of IPCC architecture 1-1

P

patch management 9-3

PBX transfers 2-35

PC port on IP phone 9-8

percent blockage 4-3, 4-8

performance monitoring 8-10

Peripheral Gateway (see PG)

Peripheral Interface Manager (see PIM)

PG

design considerations 3-20

for CiscoCallManager 3-32

for Voice Response Unit 3-33

server options 5-10

sizing 4-24, 5-11

phone settings 9-8

PIM

described 1-5

failover scenarios 3-22

sizing 5-11

PIX 9-6

placement of services 8-24

platform capacity 6-4, 6-5

ports

for call treatment 4-10

for IVR 4-10

for queuing 4-10

IPIVR 4-12

sizing 4-13

usage 8-25

post route 1-17

pre-routing 1-10

prioritization of traffic 8-5

private communications 2-20

private network 8-3, 8-6, 8-10

private WAN 2-23

problems, reporting xiii

product identification xiii

Progger 5-5

prompt media server 4-24

protocols

SCCP 2-6

TCP 8-4

UDP 8-4

provisioning (see sizing)

PSTN transfers 1-21, 2-36

public network 8-3, 8-6, 8-8, 8-11

Q

QoS

configuration examples 8-9

for clustering over the WAN 2-22

planning 8-8

policy 8-10

recommendations 8-1

traffic marking 8-8, 8-24

traffic prioritization 8-5

trust 8-9

Quality of Service (see QoS)

queuing of calls

described 4-3, 5-9

on IPIVR 2-3, 2-6, 2-9, 2-10, 2-17

on ISN 2-3, 2-6, 2-9, 2-12, 2-18, 2-19

percentage of calls queued 4-9

scenarios 1-15

with translation routing 1-13

R

Real-Time Distributor (RTD) 3-35

real-time reporting 5-9

recommended number of agents 4-8

reconnect 1-19

Recording and Playback Service for Cisco Agent Desktop 5-13

Recording and Statistics service 8-18

Recording Service 8-18

recovery from failover 3-31

redundancy

cluster configurations 6-10

CTI Manager 3-10

design considerations 3-1

for call processing 6-9

related documentation xi

releases of software xi

remote agents 2-27

Remote Switched Port Analyzer (RSPAN) 5-13

reporting 5-9

reports

bandwidth usage 8-21

Historical Data Server 3-39

Logger 3-39

transfers 1-20

request for technical service xiii

reroute on no answer (RONA) 1-10, 1-14

resource calculator 4-6

resource sizing 4-1

revision history xi

Rogger 5-5

RONA 1-10, 1-14

Router 1-5, 3-34, 5-5

route request 1-17

routing

calls 1-12

clients 1-10, 1-11

request 1-17

scripts 1-12

translation 1-13

RSPAN 5-13

RTD 3-35

Run VRU scripts 5-8, 5-9

S

scalability 6-13

SCCP 2-6

SCI 1-3

Script Editor 1-7

scripts 1-12

security 9-1

Security Agent 9-5

segments of a network 8-3

self-service calls 4-20, 4-21

self-service IVR applications 4-15

serial numbers xiii

servers

capacity planning 6-4, 6-5

defined 4-2

for prompt media 4-24

load balancing 6-13

Peripheral Gateway (PG) 5-10

redundancy 6-9, 6-10

required for Cisco Agent Desktop 5-4

required for CTI Desktop 5-3

sizing 4-20, 5-1, 6-1

supported platforms 6-7

Service Control Interface (SCI) 1-3

service grade 4-3

service level 4-3

service level goal (SLG) 4-8

service placement 8-24

service request xiii

session licenses 4-23

settings

for agent desktop 1-11

on IP phones 9-8

severity level of service request xiv

shrinkage of agent staffing 4-25

silent monitoring 8-16

simplified sizing method for ISN capacity 4-23

single link 2-21

single-site deployment model 2-2

single-step transfer 1-17

site-to-site communications 2-20

sizing

agents 4-5, 4-12

bandwidth 8-10

basic example 4-11

best practices 4-25

call center resources 4-1

call treatment example 4-13

Cisco Agent Desktop 5-12

Cisco CallManager servers 6-1

factors to consider 5-9

gateway ports 4-13

gateways 4-24

IPCC components and servers 5-1, 5-5

IPIVR ports 4-12

ISN components 4-20

Peripheral Gateway (PG) 4-24, 5-11

Peripheral Interface Manager (PIM) 5-11

ports 4-13

prompt media server 4-24

PSTN trunks 4-5, 4-13

self-service IVR applications 4-15

simplified method for ISN capacity 4-23

wrap-up time example 4-14

skill groups 1-12, 5-9

skill statistics 8-13

Skinny Client Control Protocol (SCCP) 2-6

SLG 4-8

softphone 1-6

software licenses 4-23

software versions xi, 6-3, 6-4

Solution Reference Network Design (SRND) xi

SPAN 5-13

SRND xi

staffing considerations 4-25

state change for agents 8-14

state control 1-12

statistics reports 8-21

Supervisor Desktop

bandwidth requirements 8-21

CiscoSupervisor Desktop 7-3

CTIOS Toolkit 7-6

described 7-1

details 7-3

types 7-2

support xiii

supported server platforms 6-7

Switched Port Analyzer (SPAN) 5-13

switching 1-2

T

TAC xiii

Takeback N Transfer (TNT) 1-21

talk time 4-2

target devices 1-10

Task Event Services (TES) 3-16

TCP 8-4

TDM 1-3

Team Agent Statistics Report 8-22

Team Skill Statistics Report 8-23

technical assistance xiii

Technical Assistance Center (TAC) xiii

terminology 4-1

TES 3-16

Test other side 2-23

thin-client environment 8-25

time-division multiplexing (TDM) 1-3

timeline for calls 4-4

time on a call 4-2

TNT 1-21

tolerance 4-8

tolerance time for abandoned calls 4-10

toolkit for CTIOS 7-6

tools for designing an IPCC solution 4-4

traffic

classification 8-10

flow 8-6, 8-11, 8-16

in a bust hour 4-3

marking 8-8, 8-24

prioritization 8-5

types of 8-2

transfer connect 1-21

transfers

agent-to-agent 1-20

alternate 1-19

blind 1-17

conferenced calls 1-21

consultative 1-18

described 1-16

IVR to agent 1-20

multiple 1-20

multi-site deployments with centralized call processing 2-6, 2-9

non-ICM 1-19

reconnect 1-19

reporting 1-20

single-site deployments 2-3

single step 1-17

using CiscoCallManager 2-38

using PBX 2-35

using PSTN 1-21, 2-36

Translation Route to VRU 1-13

translation routing 1-13

Transmission Control Protocol (TCP) 8-4

treatment of calls 2-10, 2-12, 2-17, 2-18, 2-19, 4-13

treatment time 4-8

trunks

double trunking 2-37, 2-38

required number 4-10

sizing 4-5, 4-13

trust 8-9

tunneling 9-6

types of dial plans 1-16

U

UDP 8-4

User Datagram Protocol (UDP) 8-4

V

V3PN 2-27

versions of software xi, 6-3, 6-4

visible network 8-3, 8-6, 8-8, 8-11

VLAN 9-8

Voice and Video Enabled IPSec VPN (V3PN) 2-27

Voice Browser 4-23, 5-8

voice gateways

centralized 2-4, 2-17, 2-18

distributed 2-7, 2-10, 2-12, 2-19

functions 3-14

ports 4-13

Voice Response Unit (VRU) 1-13, 3-33, 5-6, 5-8, 5-9

voice VLAN 9-8

Voice XML (VXML) 4-24

VoIP Monitor 8-17, 8-20

VoIP Monitor Service for Cisco Agent Desktop 5-13

VRU 1-13, 3-33, 5-6, 5-8, 5-9

VXML 4-24

W

wait before abandon 4-8

WAN

clustering 2-15

highly available 2-15, 2-22, 2-26

private 2-23

Web Collaboration Server 5-7

WebView Reporting Server 5-5

Windows 2000 Server installation 9-2, 9-3

wrap-up time 4-2, 4-14