Chapter 6. IP Interactive Voice Response (IP IVR)/IP Contact Center (IPCC) Express
Cisco IP Contact Center (IPCC) Express is a contact center solution that is deployed in a Cisco AVVID and IP telephony environment. It provides automatic call distribution (ACD), Interactive Voice Response (IVR), and Computer Telephony Integration (CTI).
ICD/IPCC Functions
This section describes IPCC call flows, components, capabilities, functions, configuration, and troubleshooting.
IPCC Call Flows
IPCC Express is based on the Cisco Customer Response Solutions (CRS) platform, and uses Cisco CallManager for call processing. A complete IPCC Express solution also includes other elements such as phones, voice gateways, routers, and switches.
Figure 6-1 illustrates ...
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