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New Member

CRS Vs ICM

Hi,

This is all very new to me so excuse the lack of knowledge.

What are the fundamental differences between CRS and ICM.

I understand both can use agents for routing calls.

Does ICM offer many more advanced features ?

Or is it more for PABX enviroment as apposed to call-manager.

Thankyou.

1 REPLY
Cisco Employee

Re: CRS Vs ICM

Hi

It would be a good idea to contact your local Cisco Account Team or Sales Representative on this but I will try to give a quick overview and point you out to some links:

IPCC express

Cisco IPCC Express Edition (formerly IP Integrated Contact Distribution [IP ICD]) provides contact center solutions for one to 75 agents. (callmanager involved)

For more info see

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html

IPCC

Can be used for larger deployments (also callmanager involved)

For more info see:

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_feature_guide_chapter09186a00800f1ed0.html

Cisco ICM

No Callmanager involved

For more info see

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_documentation.html

A good overview can be found at

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_feature_guide_chapter09186a00800eda4c.html

Ullie

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