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Cisco ICS 7700 Series Integrated Communication Systems

Cisco IP ICD - Cisco Customer Response Solutions Version 3.0

Table Of Contents

Data Sheet

Benefits of an Integrated Chassis

Cisco IP Integrated Contact Distribution

Key Benefits of IP ICD

Cisco IP ICD Features

Features Common to Cisco IP ICD Standard and Cisco IP ICD Enhanced

Internationalization and Localization Common to Both Cisco IP ICD Standard and Cisco IP ICD Enhanced (Rel. 3.0(2))

Cisco IP ICD Standard

Cisco IP ICD Enhanced

The Cisco Agent Desktop and Cisco Supervisor Desktop

Cisco IP Phone Agent

Cisco Standard Agent Desktop

Features:

Cisco Enhanced Agent Desktop

Cisco Standard Supervisor Desktop

The Standard Supervisor Desktop features:

Cisco Enhanced Supervisor Desktop

Cisco CRS Application Editor

Supported Phone Devices

Performance and Capacity

Summary

Partner Services

Cisco Technical Support Services


Data Sheet


Cisco IP Integrated Contact Distribution
Cisco Customer Response Solutions Version 3.0 for
the Cisco ICS 7750 Integrated Communication System

Cisco ICS 7750 Integrated Communication System Overview

The Cisco ICS 7750 Integrated Communication 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 environments, and helps them increase profitability through improved customer interactions.

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 to address connectivity to the network and to provide a platform for application needs: multiservice route processor (MRP), or system processing engine (SPE).

Cisco IP Customer Response Solutions 3.0 (Cisco CRS 3.0) 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 and branch offices—decreasing the amount of hardware and software platforms, simplifying management, and improving employee productivity—that result in greater business competitiveness in today's challenging market. The Cisco IP Integrated Contact Distribution (IP ICD) application easily loads on an 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 IP ICD application shares the Cisco CallManager database files and LDAP, avoiding the expense and complexity of added software applications and directories.

Cisco IP Integrated Contact Distribution

Cisco IP ICD offers an integrated, fully featured solution for managing customer voice contacts with all the benefits of the converged Cisco IP telephony architecture. Cisco IP ICD meets the need for the adjunct automatic call distributor (ACD), as well as for formal and informal contact centers, by delivering sophisticated call routing, management, and administration features for departmental, enterprise branch, or small to medium-size enterprise customer-care needs. Cisco IP ICD is based on Cisco CRS, offering simplified installation, configuration, and application hosting.

Cisco CRS 3.0 is a tightly integrated ACD and interactive voice response (IVR) solution designed to enhance the efficiency of any contact-center organization by simplifying business application integration, easing agent administration, increasing agent flexibility, and providing efficiency gains in network hosting. This integrated platform (Cisco IP IVR and Cisco IP ICD) gives you independence in agent location, improves agent scalability, and provides enhanced ACD features such as skills-based routing and priority queuing. These features reduce business costs and improve customer response for your contact center.

Key Benefits of IP ICD

Increased customer satisfaction through enhanced customer care:

Match the right agent to each call

Provide customized service for special customers

Keep callers fully informed about the status of their calls and the options available to them through customized messaging

Provide caller data via a screen pop to agents for better customer handling

Improve 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

Reduced acquisition, installation, and maintenance costs:

Use Cisco point-and-click single-CD for a quick and easy installation by any trained Windows NT system administrator

Web-based administration

Reduced operating costs:

Manage customer contacts more efficiently

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

- Use the best-qualified resources to minimize contact time

- Support ongoing training by recording customer interactions

- Integrate agent activities and caller information with any Microsoft Windows-compatible customer-response-management application

- Gain a better understanding of your operations from detailed reports on all contact-center activities for all calls

- Supply full online help and online documentation for administrators, agents, and supervisors

Cisco IP ICD Features

A choice of options for either entry-level or midmarket contact center products:

Cisco IP ICD Standard—Ideal for adjunct ACD or informal call center needs

Cisco IP ICD Enhanced—For fully featured formal contact center requirements, including computer telephony integration (CTI)

Both products allow customers to grow from 1 agent to 50 agents (on the SPE 310 server), and both products are deployed on the Cisco CRS platform, a pure Java-based server environment that can be fully integrated with Voice Extensible Markup Language (VXML), HTML, and XML Web services.

Features Common to Cisco IP ICD Standard and Cisco IP ICD Enhanced

Full integration of Web-based Cisco IP ICD administration with the Cisco CallManager browser administration

End-to-end contact call detail records (CDRs) for the life of the call

Predefined and custom historical reports

Common agent and supervisor desktops across all Cisco customer interaction management products, including Cisco IP ICD Standard, Cisco IP ICD Enhanced, and Cisco IP Contact Center (IPCC)

Real-time reports integrated within the agent and supervisor desktops

IP call queue points and prompt and collect voice interaction capabilities

Support for custom call treatment for calls in queue, including support for music in queue and custom messaging

Full support for interaction between agent and supervisor using chat capability

Ability to predefine messages between agent and supervisor

Internationalization and Localization Common to Both Cisco IP ICD Standard and Cisco IP ICD Enhanced (Rel. 3.0(2))

Fully internationalized, Cisco IP ICD provides localized versions of customer-facing product components for the following spoken and written languages:

U.S. and U.K. English

European and Canadian French

Mexican and Columbian Spanish

German

Cisco IP ICD Standard

Cisco IP ICD Standard provides adjunct ACD or informal call center features in any Cisco CallManager deployment. IP ICD Standard supports deployments from 1 to 50 agents in single skill groups.

Cisco IP ICD Standard provides:

A choice of agent and supervisor desktops

Cisco Standard Agent Desktop

Cisco Standard Supervisor Desktop

Cisco IP Phone Agent for the Cisco IP Phone 7960 and Cisco IP Phone 7940

Resource selection

Linear (hunt group)

Circular (distribution group)

Longest available (agent who has been available for the longest period of time)

Call routing

Conditional routing on automatic number identification/dialed number identification service (ANI/DNIS), time of day, day of week, any real-time statistic, or on-queue condition

Overflow routing

IP queue points and fully customizable queued call treatments, including music in queue and custom messaging

Standard screen pop to allow any caller-entered information or internal workflow values to be popped to an agent's desktop

Support for placing an outbound call under workflow control

Real-time reports for agents and supervisors integrated into their desktops

Full call control from the desktop

Optional softphone from the desktop

Complete historical reporting

Cisco IP ICD Enhanced

Cisco IP ICD Enhanced provides everything Cisco IP ICD Standard provides and adds a significantly greater level of sophistication and power, including:

Additional agent and supervisor desktop features, including:

Cisco Enhanced Agent Desktop, together with the CTI option, provides a sophisticated screen pop through integration with any Microsoft Windows application

The on-demand recording option allows an agent to record any call on demand

Cisco Enhanced Supervisor Desktop adds support for reviewing recorded interaction sessions, as well as:

- Silent monitoring

- Call barge-in

- Call intercept

The on-demand recording option allows a supervisor to record any monitored calls on demand

Cisco IP Phone Agent for the Cisco IP Phone 7960 and Cisco IP Phone 7940

Resource selection:

Highest average calls handled (selects the agent who has the highest average for calls handled)

Shortest average call handle time (selects the agent who has the shortest average time to handle calls)

Call routing:

Priority routing

Skills-based routing—Define as many as 50 skills; every active agent can have all 50 skills defined and active at any time

Priority queuing—Any call at any time can be reprioritized under workflow control; ten levels of priority are provided

Support for automatic speech recognition (ASR) option

Support for text-to-speech (TTS) option

Full support for VXML Version 1.0 script interpretation

Web integration using HTML trigger pages and full XML parsing; allows capture of XML data from enterprise Web server

Support for electronic notification services (trigger e-mail, paging, or faxes)

The Cisco Agent Desktop and Cisco Supervisor Desktop

The Cisco Agent Desktop (CAD) and Cisco Supervisor Desktop (CSD) are new agent and supervisor interfaces for Cisco contact centers, including Cisco IP ICD Standard and IP ICD Enhanced. By providing a common desktop environment across contact-center products, Cisco enables contact-center training and business operations decisions to be made once and reused across product migrations. Figure 1 demonstrates how easy it is for an agent to make a call with the Cisco Agent Desktop.

Cisco IP Phone Agent

The Cisco IP phone agent uses XML to provide a screen on the Cisco 7940 or 7960 IP phone for logging in agents. The following features are supported:

Log in and log off to extension mobility

Log in and log off to the Cisco IP ICD server

View the agent state

Change the agent state

Cisco Standard Agent Desktop

Features:

Call control—Cisco Agent Desktop allows agents to perform call-control functions directly from their desktops for a Cisco 7910, 7940, or 7960 IP phone or to a Cisco IP SoftPhone enabled by adding the media termination option. Call-control functions include make call, terminate call, hold call, transfer call, and conference call. In addition, the desktop allows audible touch-tones to be sent while on a call.

Media termination—The media termination option enables true Cisco IP SoftPhone capability with Cisco Agent Desktop; no physical phone is required.

Agent and supervisor chat—This feature allows agents and supervisors to exchange messages one on one or in a conference with other agents.

Reason codes—This feature allows agents to provide a reason code for a state change.

Real-time reporting—Agents can see their real-time statistics directly on their desktop application.

Agent state log

Hot desking (mobility extension)

Figure 1

Cisco Agent Desktop

Cisco Enhanced Agent Desktop

In addition to the features provided by the Cisco Standard Agent Desktop, Cisco Enhanced Agent Desktop delivers:

Screen pop with workflow automation—Pop any Microsoft Windows-compatible application and pass it customer or database information

Execution of predefined macros

Customized action buttons

Agent and supervisor chat—This feature allows agents and supervisors to exchange messages one on one or in a chat conference with other agents

Screen pop with customer relationship management (CRM) integration

Support for full database dip capability (with CTI option)

Addition of on-demand recording (with on-demand recording option)

Cisco Standard Supervisor Desktop

The Standard Supervisor Desktop features:

Call control—Cisco Supervisor Desktop allows supervisors to perform call-control functions directly from their desktops; call-control functions include make call, terminate call, hold call, transfer call, and conference call

Media termination turns the Cisco Supervisor Desktop into a true softphone

Real-time reporting—View agent and skill group statistics

Instant messaging offers the capability to communicate with any or all the agents on the supervisor's team

Send scrolling marquee messages to broadcast important news to all agents on the supervisor's team

Hot desking (extend mobility)

Cisco Enhanced Supervisor Desktop

In addition to the features provided by the Cisco Standard Supervisor Desktop, the Cisco Enhanced Supervisor Desktop delivers:

Real-time reporting—View agent and skill group statistics

"Barge in" on calls—Join in on an agent's conversation

"Intercept" calls—Disconnect an agent from a call and take it over

Listen in (silent monitor) on agent phone calls

Record and archive agent phone calls

Cisco CRS Application Editor

The Cisco CRS enables complete customization of call-flow behavior and call treatments. The Cisco CRS Application Editor is the tool used to create these custom treatments. It is a visual editor that provides an easy-to-understand interface for building powerful custom business-communication applications. As Figure 2 illustrates, the Cisco CRS Application Editor allows a user to select a predefined call-flow component and drag and drop that component onto the current call-flow document. Users right-click on the dropped component to fill in component parameters.

Figure 2

Cisco CRS Application Editor

Supported Phone Devices

The Cisco IP ICD supports:

Cisco 7910, 7940, and 7960 IP phones

Cisco agent and supervisor desktops with softphone media termination option

Performance and Capacity

To establish the number and kinds of servers required to meet performance and capacity requirements for a specific deployment, you must determine the types and quantity of features to be deployed. To aid in this discovery process, Cisco created the Cisco CRS Design Guide to validate deployment configurations. Using this guide helps to ensure that the Cisco CRS deployment scenario to be implemented will perform acceptably. If the desired implementation does not perform acceptably for a given deployment scenario, the Cisco CRS Design Guide can be used to evaluate other options for Cisco CRS feature combinations or server deployments.

Summary

Cisco IP ICD offers an integrated, fully featured solution for managing customer voice contacts while retaining all the benefits of fully converged Cisco IP communications deployment. Cisco IP ICD meets the need for adjunct ACD as well as both formal and informal contact centers by delivering sophisticated call routing, management, and administration features for departmental, enterprise branch, or small to medium enterprise customer-care needs. Cisco IP ICD is based on Cisco CRS, offering ease of installation, configuration, and application hosting, reduced business application integration complexity, ease of agent administration, increased agent flexibility, and network hosting efficiencies.

Partner Services

Cisco Technical Support Services

Cisco SMARTnet Support and System Integrator Support (SIS) 98

Anytime access to Cisco.com

Anytime access to Cisco Technical Assistance Center (TAC)

Cisco IOS® Software updates

Hardware replacement

Software Application Support plus Upgrades (SASU)

Anytime access to Cisco.com

Anytime access to TAC

Bug fixes and minor software releases

Major software release (SASU only)

Ability to order software updates from Cisco.com