文档介绍：VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 1
1
Planning and Designing an
IP Contact Center () Deployment
Session VVT-240
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 3
Agenda
• Multi-Channel Contact Center Challenges
• The Cisco IP Contact Center
() Solution
• Sample Single Site Call Flow
• Configuration Concepts
• Deployment Scenarios/
Design Considerations
• Feature Review
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 4
2
Multi-Channel Contact Center
Challenges
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 5
Multiple Contact Channels
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 6
3
Multiple Answering Resources
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 7
The Business Challenge
$1,000,000 Stock Trading License;
Stock portfolio; Speaks French;
Speaks French 15 years’ experience
Checking
account;
Wants balance
$100,000 mortgage; Mortgage
Wants credit line info. Specialist;
5 years’ experience
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 8
4
Cisco IP Contact Center
Solution
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 9
What Is Cisco’s IP Contact Center ()?
Cisco’s is a Solution
Traditional ACD Application Layer
(ICM,(ICM, IPIVR)IPIVR)
Services Plane Open/Standard
Interface
Call Call Control
Control Plane (CallManager)(CallManager)
Open/Standard
Connection
Interface
Control
IPIP InfrastructureInfrastructure
(Switches,(Switches, PhonesPhones
& VG’s)
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems, Inc. All rights reserved. 10
5
CallManager
MCS-7835 Server
• Provides PBX
functionality
• Manages phones,
gateways, and IP-IVR
VG-200 Gateway
7960 IP Phone
VVT-240
3147_05_2001_c1_X © 2001, Cisco Systems,