Internet Protocol Contact Center

Cisco IPCC improves on the ACD model by employing Cisco CallManager as a Voice-over-IP (VoIP) switching system, Cisco IP-IVR as both a Voice Response Unit and queuing point, and ICM software as the routing engine.  With IPCC you do not need phantom lines, phantom phones, and voice resources to queue Web requests as you do with a legacy ACD.

 

The IPCC functions as a virtual ACD.  Some of the typical ACD-type functions provided by IPCC include: