Chapter 5 Summary of Software Applications Features
Internal Software Applications
5-20
Cisco ICS 7750 System Description
78-10360-02
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Supports ODBC access to databases for retrieving or entering data such as
access to checking account information
•
Extracts and parses web-based content, and presents the data to customers
who are using a telephone, thereby delivering web-maintained information to
a voice media user
•
Supports up to 48 ports in a dedicated SPE310 configuration and up to 10
ports in an SPE310 configuration that is co-resident with Cisco CallManger
Cisco IP Integrated Contact Distribution Product
Cisco IP ICD is an IP-based automatic call distribution (ACD) system. IP ICD
queues and distributes incoming calls that are destined for groups of IP ICD
agents. There can be a total of 48 agents in as many as 48 groups.
By integrating IP ICD with IP IVR, it is possible to gather caller data and to
classify incoming calls. Calls can be directed to specific groups, based on this
information.
IP ICD includes the web-based CRA Real-Time Reporting system for monitoring
the IP ICD agents, the Event Service Desk, and resource performance.
Features
IP ICD automatically answers and distributes calls by using the following
features:
•
Agents use the IP ICD Agent Desktop to log in, to become available or
unavailable for calls, and to monitor their current status.
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Calls are distributed by using one of these methods:
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Hunt group using weighted linear routing.
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Distribution group using circular routing.
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Longest available agent.
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An incoming call is immediately answered when an IP ICD agent is available.
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When an IP ICD agent is not available, the call goes into a queue.
