Cisco Customer Response Solutions (CRS) IP Integrated Contact Distribution (IP ICD) provides contact center solutions for one to 75 agents. Cisco IP ICD is available in two solutions: IP ICD Standard and IP ICD Enhanced.

Cisco CRS IP ICD Standard 3.0
Cisco CRS IP ICD Standard provides a solution for simple automatic call distribution (ACD) and informal call center requirements. CRS IP ICD Standard provides new features and capabilities over and above those for the currently shipping Cisco IP ICD 2.3(x) release, including:

• Support for internationalization; supported localizations include American and UK English, French and Canadian French, German, and Spanish
• Cradle-to-grave Contact Call Detail Records (CCDRs) that capture information for every call accepted by the IP ICD and store the information in a relational database for later processing
• IP ICD Standard Historical Reporting that provides a complete package of historical reports
• Full access to the database via published database schemas
• Support for the Cisco Standard Agent and Supervisor Desktops and IP Phone Agent-uses same desktops in both IP ICD Standard and Enhanced as well as in the Cisco IPCC enterprise contact center solution
• upport for simple screen pop of call information and caller-entered data
• No additional charge support for prompt and collect IVR sessions
• No additional charge support for call treatments of calls in queue
• Enhanced scalability with support for up to 75 agents

Cisco CRS IP ICD Enhanced 3.0
Cisco CRS IP ICD Enhanced is a midmarket contact center solution for formal call-center requirements. In addition to supporting all the capabilities available in Cisco IP ICD Standard, IP ICD Enhanced offers significant new feature enhancements, including:

• Support for conditional, priority, skills-based (and other) routing
• Support for priority queuing
• Enhanced supervisor includes silent monitoring, call barge-in, and call intercept
• Enhanced screen pop includes integration support for any Microsoft Windows-based application, including customer response management (CRM) applications
• Full CTI support for complete database integration, Voice XML browser support, HTML/XML server integration support, online notification services, and custom Java extensions to the CRS engine
• Full support for Automatic Speech Recognition (ASR) and Text to Speech (TTS)
• Support for on-demand recording for agents and supervisors

Cisco Agent Desktop
IP ICD supports the Cisco out-of-the box agent and supervisor desktops-the same desktops supported in Cisco IPCC, the Cisco enterprise class contact center solution. Agent and Supervisor desktop features include:

• Media termination Softphone option
• Call control for Cisco IP Phone 7900 or softphone integrated into the desktop
• Emergency and chat message to supervisor
• Agents and supervisors can start and stop recording calls from their desktop
• Administrator can customize the Agent toolbar by replacing the default icons for call, agent state, and user-defined actions with custom 16x16 or 32x32 icons
• Reason codes for Logout, Not Ready, and call data for Wrap-up
• Real-time call and queue statistics for Agents and Supervisors
• Hot desking
• Supervisor can change agent state
• Organization of teams, supervisors, and agents

Cisco Customer Response Solution (CRS) Version 3.0 is 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. These features reduce business costs and improve customer response for your contact center. This single-server integrated platform, which includes Cisco IP Interactive Voice Response (IVR), Cisco IP Integrated Contact Distribution (ICD), and Cisco IP Queue Manager (QM)) gives you independence in agent location, improves agent scalability, and enhances automatic call distribution (ACD) features, such as skills-based routing and priority queuing. Cisco IP QM is an option for an IP Contact Center (IPCC) that provides call treatment to calls in queue. The CRS solution is tightly integrated with Cisco AVVID (Architecture for Voice, Video and Integrated Data) and Cisco CallManager, and is a natural add-on to any voice deployment across IP.

For required materials for a successful introduction to the CRS 3.0 products, go to the Developer Support Central page for more technical support and information on our channel enablement plan.