We have a cisco Voice implementation that I am trying to understand the components.
We have two IPCC servers, one that handles calls from outside and these calls are directed to the internal users in our company.
The other IPCC server handles calls from outside callers to our Voice IVR system.
I have some general questions about IPCC:
What exactly does IPCC do?
Does Call manager just handle call routing on a very basic level?
I know there are scripts created and the IPCC server houses these scripts.
How does Call Manager fit into the inbound call routing from outside callers?
Does Call Manager direct the calls to the different IPCC servers depending on what the user is looking to do?