Product Details

Cisco IP Contact Center (IPCC) - *Integral part of Cisco AVVID (Architecture for Voice, Video andIntegrated Data)*
Feature Description Routing Capabilities Load balancing Priority queuing Network interflow Call-by-call routing Conditional routing Skills-based routing Look-ahead queuing Database call handling Call rerouting based on wait time Application-based routing and reporting Caller Interaction Capabilities Audiotex Visible queuing Controlled busies Caller-entered digits Automated attendant Music-on-hold based on caller origin Music-on-hold based on real-time conditions Announcements based on real-time conditions Administration Features Trunks utilization Historical reports Custom reporting Call detail reporting Centralized reporting Real-time information Real-time management Web-based report viewing Statistical and graphical reporting Windows graphical user interface (GUI) Agent Features Wrap-up Screen pop Hot desking Log in/log out Auto available Auto wrap-up Available state Remote agents Wrap-up codes Transfer to queue Auxiliary work state Unavailable (work) state Agent statistics on agent desktop Fully customizable softphone application Caller information: automatic number identification (ANI), calling line identification (CLID), dialed-number identification string (DNIS), caller-entered digits (CED) Features ======== IPCC is comprised of an integrated suite of products that: Enables agents using Cisco IP phones to receive both time-division multiplexing (TDM) and voice-over-IP (VoIP) calls Provides a migration path to IP-based customer contact while taking advantage of previous technology investments Utilizes a company`s existing IP network Capabilities include: intelligent call routing automatic call distribution (ACD) functionality network-to-desktop computer telephony integration (CTI) interactive voice response (IVR) integration call queuing, and consolidated reporting Open, standards-based architecture of IPCC can support Web-based customer contact, including collaborative browsing, text chat, and e-mail response management _Top of Page_ ----------------------------------------------------------------------------
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