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Feature
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Premium
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Enhanced
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Standard
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General System Features with Server Software
|
|
Hardware Configuration
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Cisco Media Convergence Servers and Cisco approved partner servers
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Cisco Media Convergence Servers and Cisco approved partner servers*
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Cisco Media Convergence Servers and Cisco approved partner servers*
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|
System Software Configuration
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Microsoft Windows client-server software
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Microsoft Windows client-server software
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Microsoft Windows client-server software
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|
Vendor Systems Supported
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Cisco CallManager 4.1 and later
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Cisco CallManager 4.1 and later
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Cisco CallManager 4.1 and later
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|
Operating System(s) Supported
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Windows 2000 Server and Advanced Server
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Windows 2000 Server and Advanced Server
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Windows 2000 Server and Advanced Server
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Redundancy Support
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High Availability with automatic failover
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High Availability with automatic failover
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None
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Max. # of Analog Trunks Supported
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Unlimited (no software limitations)
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Unlimited (no software limitations)
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Unlimited (no software limitations)
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|
Max. # of Digital Trunks Supported
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Unlimited (no software limitations)
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Unlimited (no software limitations)
|
Unlimited (no software limitations)
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|
Max. # of IP Trunks Supported
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Unlimited (no software limitations)
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Unlimited (no software limitations)
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Unlimited (no software limitations)
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|
Max. # of Trunk Groups Supported
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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**
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300
|
300
|
300
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|
Max. # of Active Agents Supported**
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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
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Included
|
Included
|
Not Available
|
|
Max. # of Definable Skills Groups
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150
|
150
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Not Available
|
|
Max. # of Skills per Agent
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50
|
50
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Not Available
|
|
Max. # of Routing Programs
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Unlimited (no software limitations)
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Unlimited (no software limitations)
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Unlimited (no software limitations)
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|
Max. # of Steps per Routing Program
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Unlimited (no software limitations)
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Unlimited (no software limitations)
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Unlimited (no software limitations)
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Integrated IVR Features with Server Software
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Play Messages to Callers-Music
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Included via Cisco CallManager Music On Hold server or .wav file
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Included via Cisco CallManager Music On Hold server or .wav file
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Included via Cisco CallManager Music On Hold server or .wav file
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Play Messages to Callers-Prompts
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Included via .wav file
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Included via .wav file
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Included via .wav file
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Play Messages to Callers-Combine Prompts, Music And Messages
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Included fully customizable
|
Included fully customizable
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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
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Optional via MRCP-order from Nuance or Scansoft
|
Not Available
|
Not Available
|
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Real-Time Notification Services (Email, Paging, Fax)
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Included-paging and fax require 3rd party services
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Not Available
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Not Available
|
|
VoiceXML for ASR/TTS and DTMF
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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
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Included
|
Not Available
|
Not Available
|
|
Integrated CTI/Screen Pop Features with IPPC Express Seat License
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|
Pop ANI/DNIS and Customer Defined Workflow Data
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Included
|
Included
|
Included
|
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Automatically Start any Microsoft Windows Compatible Application
|
Included
|
Included
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Not Available
|
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Send Information To any Microsoft Windows Compatible Application
|
Included
|
Included
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Not Available
|
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Provide Database Dip in Support of Screen Pop
|
Included
|
Not Available
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Not Available
|
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Integrated PC-Based Agent Desktop Features with IPPC Express Seat License
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|
Work Flow Automation/Task Buttons
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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
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|
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
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|
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)
|
