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Cisco ICS 7700 Series Integrated Communication Systems

Cisco IP Integrated Contact Distribution, Release 2.2

Table Of Contents

Data Sheet

Key Benefits

Benefits of an Integrated Chassis

System Processing Engine

Cisco IP ICD Scalability on the Cisco SPE 310

Available Packages on the Cisco ICS 7750

Key Features

Performance and Capacity

Incoming Call Queuing

ACD

Incoming Call Routing

Welcome Messages

Queue Messages

Queue Scripts

Groups and Agents

Cisco IP ICD 2.2 Agent Interface

Cisco IP Phones

Real-time Reports

Historical Reports

Deployment

Integrated Installation and Operations, Administration, and Maintenance

Custom Call-flow Creation

Cisco CRA Editor

Cisco Service and Support Solutions


Data Sheet


Cisco IP Integrated Contact Distribution
Customer Response Applications, Release 2.2
for the Cisco ICS 7750

The Cisco ICS 7750 Integrated Communications System brings the benefits of converged IP services to midmarket businesses and enterprise branch offices. The Cisco ICS 7750 is a versatile IP telephony and services solution that helps businesses harness the power of the Internet through converged applications, enabling them to anticipate and respond to customer needs more efficiently. Call processing, voice applications, and multiservice IP routing are integrated within the system chassis to deliver true convergence while enhancing system manageability. The modular system architecture enables expansion of call processing, routing capacity, and
IP services to deliver system availability and scalability. The Cisco ICS 7750 gives customers the flexibility to choose the optimal configuration for their business environment, and allows them to increase profitability through improved
customer interactions.

Cisco IP Integrated Contact Distribution (IP ICD) for the Cisco ICS 7750 offers an integrated, entry-level call queuing and distribution solution that is affordable and easy to use. Cisco IP ICD is one of a series of solutions built on the Cisco Customer Response platform that also includes Cisco IP Interactive Voice Response (IP IVR) and Cisco IP AutoAttendant (IP AA).

Key Benefits

Cisco IP ICD for the Cisco ICS 7750 offers the following key benefits:

Provides a low-cost, entry-level automatic call distribution (ACD) that is easy to install, administer, and use

Intelligently routes calls based on agent availability and resource group

Improves customer care and loss of potential customers by allowing callers to wait in queue when all agents are busy, instead of hanging up and calling back, or not calling back

Maximizes the productivity of customer-facing personnel by directing calls to underutilized employees while improving employee satisfaction by allowing for more equitable distribution of workload

Allows for optimization of network resources by providing real-time statistics on facilities utilization

Eliminates the need for additional standalone processors at low agent configurations, or installs on its own integrated board within the Cisco ICS chassis

Provides powerful customization tools for call-flow scripts that are based on business objectives and processes

Supports seamless integration with any current or future Cisco Customer Response applications

Benefits of an Integrated Chassis

The Cisco ICS 7750 is a chassis system with six universal slots that can support one of the following cards —Multiservice Route Processor (MRP), analog station interface (ASI), or System Processing Engine (SPE)—to address connectivity to the network and to provide a platform for application needs.

Cisco Applications 2.2 on the Cisco ICS 7750 provides a single, consistent, easy-to-manage platform for multiple communication applications. Delivering applications on an integrated platform can lead to greater efficiencies for midmarket businesses, decreasing the amount of hardware and software platforms, simplifying management, and improving employee productivity that results in greater business competitiveness in today's challenging market.
The Cisco IP ICD application easily loads on a Cisco SPE 310, giving it the added advantage of the availability and versatility features of the Cisco ICS 7750, such as platform monitoring, fault management, and redundant power capabilities. In addition, the Cisco IP ICD application shares the Cisco CallManager database files and Lightweight Directory Access Protocol (LDAP), avoiding the purchase and complexity of added software applications
and directories.

System Processing Engine

The Cisco SPE 310 is an application server card that runs call-processing, system-management, and multiple voice applications, including voice-mail IP IVR and autoattendant. The Cisco SPE 310 card offers customers the flexibility to add support for a broad range of communications applications as their business and communications needs grow (refer to Figure 1).

Figure 1:

Cisco SPE 310 with Cisco IP ICD

Cisco IP ICD Scalability on the Cisco SPE 310

The powerful Cisco SPE 310 can support up to ten Cisco IP ICD agents with ten simultaneous calls in queue, co-resident with Cisco CallManager 3.x and the Cisco ICS System Manager applications. To take advantage of this efficiency, an attractively priced software package is available that includes the server software and ten agents.

When running exclusively on its own Cisco SPE 310, the Cisco IP ICD can accommodate up to 48 agents, in up to 48 ICD groups, with up to 48 calls in queue. Users may start with 10 agents and thereafter add agents, as few as one at a time.

Available Packages on the Cisco ICS 7750

Cisco SPE 310 Server Card with Cisco IP ICD 2.2 Server Software and ten agent licenses

Cisco IP ICD 2.2 Server Software and ten agent licenses

Single Cisco IP ICD 2.2 agent license

Key Features

Performance and Capacity

Cisco IP ICD supports up to 48 agents in as many as 48 groups. Cisco IP ICD simultaneously supports 48 calls in progress plus 48 calls in queue on a dedicated Cisco SPE 310 *.

Cisco IP ICD may also co-reside with Cisco CallManager on a single Cisco SPE 310, simultaneously supporting ten calls in progress plus ten calls in queue.

Incoming Call Queuing

When one or more agents are available, Cisco IP ICD immediately connects the caller to an agent. When an agent is not available, Cisco IP ICD queues the call in a queue.

ACD

The following ACD distribution algorithms are available:

Weighted linear (hunt group)

Circular (distribution group)

Longest available (agent who has been available the longest)

Incoming Call Routing

Cisco IP ICD can service multiple groups from single or multiple Cisco CallManager route points (for example, one route point per group for group-specific handling).

Welcome Messages

Users may create their own welcome messages or use a predefined Cisco message.

Queue Messages

Users can create their own queuing messages with progress announcements or advertisements or use a predefined Cisco message.

Queue Scripts

Using the Customer Response Editor, call center administrators may define their own queue flows.

Groups and Agents

Cisco IP ICD 2.2 supports up to 48 groups with as many as 48 agents per group*. Cisco IP ICD supports a maximum of 48 agents across all defined groups.

Cisco IP ICD 2.2 Agent Interface

Agents use a simple Java application interface to log on or off, to announce their availability for call distribution, and to display their current status (for example, "insession").

Cisco IP Phones

Cisco IP ICD supports the use of the Cisco 7900 Series IP phones and the Cisco IP SoftPhone as an agent phone. Agent functions and status are accessed and displayed separately on the Cisco PC Agent Interface desktop application.

Real-time Reports

On-demand and automatically cycling real-time reports for system, group, and agent status are available.

Historical Reports

Historical reporting packages are available from Cisco partners.

Deployment

Cisco IP ICD may be deployed with any supported Cisco AVVID (Architecture for Voice, Video and Integrated Data) deployment model, including centralized call processing with remote agents.

Integrated Installation and Operations, Administration, and Maintenance

Cisco Customer Response applications feature one-click installation and common Operations, Administration, and Maintenance.

Custom Call-flow Creation

The Cisco Customer Response Application Engine (CRA Engine) is a runtime environment that executes Cisco IP ICD flows.

The Cisco CRA Editor Step Folders are collections of call-processing steps used to create flows for a particular function (for example, perform call processing, communicate with databases, and so forth). These collections are libraries of JavaBeans that provide the programming constructs, called "steps," for the Cisco IP ICD flows.

A flow repository (LDAP directory) stores all flows and configuration data for a Cisco IP ICD.

Reports provide real-time flow execution statistics. In addition, Cisco partners can provide historical reporting at an additional cost.

*Actual capacity and performance depends on several factors, including whether multiple applications are running on the same server or whether Cisco IP ICD is running concurrently on the same server as the Cisco CallManager.

Cisco CRA Editor

The Cisco CRA Engine does not require the use of complex programming knowledge. Designed to be easy to use,
it provides a graphical user interface (GUI) to create application scripts for automating call flows according to business rules.

The Cisco CRA Editor Windows-based tool enables application designers to create new flows or modify existing ones. The editor enables designers to drag and drop flow steps from a folder into the main design window.

Figure 2 shows the Cisco CRA Editor. The ICD steps are in the open ICD folder on the left, and the IP automated attendant flow is in the design window on the right.

Figure 2:

Cisco CRA Editor

Cisco IP ICD call flows (called "scripts" in legacy products) comprise a series of steps that are graphically represented in the Cisco CRA Editor. The flow is the actual Cisco IP ICD application that is saved and executed on a Cisco CRA Engine. Steps are blocks of logic that application developers assemble into flows with the Cisco CRA Editor to create custom Cisco ICD solutions. Table 1 shows the steps included with the Cisco IP ICD:

Table 1  Cisco IP ICD Steps

General
Call Control
ICD

Annotate

Accept

Connect

Day of Week

ReDirect

DeQueue

Decrement

Terminate

QueueDelay

Delay

Session Management

SelectResource

End

Get Session Info

 

GoTo

Session Handled

 

If

Media Control
 

Increment

Extended Output

 

Label

Extended Parse Input

 

On Exception GoTo

Menu

 

On Exception Clear

Name to Address

 

Set

Output

 

Switch

Parse Input

 

Time of Day

   

You can download the Cisco CRA Editor from the Web-based Cisco IP ICD administration page. The Cisco CRA Editor is supported in Windows 95, 98, NT 4.0, and 2000 environments.

Key benefits of the Cisco CRA Editor include:

Call-flow editing stations can be on any PC anywhere in the WAN.

Call-flow script construction can be done rapidly in a visual drag-and-drop environment; there is no need to learn a complicated programming language.

Cisco IP ICD call flows that define ICD behavior are stored in an industry-standard LDAP directory that is available in any geographic location on your corporate intranet.

Applications are easily tested and debugged with built-in debug tools.

Cisco Service and Support Solutions

Cisco AVVID IP Telephony Service and Support solutions are designed to ensure customer success by delivering a suite of proactive services. Rapid deployment, core, and advanced service and support that covers the entire network life cycle can be delivered directly by Cisco, or via its ecosystem of best-in-class partners.

The award-winning Cisco Service and Support offerings provide presales network audit planning, design consulting, network implementation, operational support, and network optimization. By including service and support when purchasing Cisco AVVID IP Telephony solutions, customers can confidently deploy a converged network architecture that takes advantage of Cisco expertise, experience, and resources.