At the server level, the ICM platform manages the availability of real-time and historical information provided by the Internet, carrier networks, ACDs, IVRs, Web servers, business applications, databases, and the ICM platform itself. Moreover, the CTI server delivers agent, contact, and customer data in real time to a server or workstation application as events occur throughout the life of a call. At the desktop, the Cisco solution includes a complete agent softphone using ActiveX controls and Java that provides full access to the CTI server while abstracting the underlying details of the telephony system. As a result, developers and contact-center managers can quickly integrate applications such as CRM into the IPCC without complex programming or systems integration. The gateway is managed, controlled, and administered through Cisco CallManager.
Cisco offers a range of VoIP gateways to meet individual business requirements.
Agents connected to the IPCC utilize the Cisco IP Telephone 7960. The Cisco phone also features a large, pixel-based LCD display, which provides features such as date and time, calling party name, calling party number, and digit dialed. Within the IPCC, an IVR can act as a routing client, as a managed resource, and as an information source for consolidated real-time and historical reports. In addition, the IVR provides the queue point for the IPCC solution. If an appropriate agent is not available when a call is received, the IPCC utilizes the IVR for call treatment such as playing announcements, collecting digits, or offering alternate routing options before redirecting the call to a targeted answering resource.