I have some problems about IPCC integration with Web collaboration. Can anyone give me suggestions?
1- How to integrate IPCC with Web Collaboration? (If ICM 4.6 is used in IPCC)
2- If only the future version of IPCC can support web collaboration integration, when will it be launched?
3- ICM and Web Collaboration can be integrated using Cisco ICM Web Option (Including Cisco Media Blender4.0, Cisco Trailhead 4.0, Collaboration Server3.01, ICM 4.1.4), Does this method only support ICM and traditional PBX/ACD, not IPCC?
VISTA IT, a professional services partner of Cisco, has intellectual property that enables the integration of Voice, Web, Email, and Video interaction channels within Cisco IPCC (current version). This integration enables a blended agent environment. -->www.vistait.com
As an intermediate step before the release of Cisco's fully integrated multi-channel contact center offering (ICM 5.0), the existing ICM "Web Option" offering has been updated to provide support for IPCC customers to integrate Cisco's Collaboration Server products and the IPCC for skills-based routing and IP call delivery.
The "Web Option for IPCC" was developed and tested with the following product versions:
Cisco Collaboration Server 4.0
Cisco Intelligent Contact Management 4.5
Cisco Trailhead 4.0
Cisco CallManager 3.0
(Testing was also done with ICM 4.1.5; however the recommendation would be to use the current "GA" version of ICM, which is 4.5)
This option is available now as a "services offering" from the Cisco Professional Services Organization. You can read more about this offering on the Partner Connection at:
ICM 4.6(1) has not yet been released for IPCC yet, but in my labs we are testing 4.6 with Web Option as part of the IP Contact Center Bundle offering. Although the tests are not complete, the smoke test looks good and we do not expect any issues with the move to ICM 4.6.(1)
There is no planned "standard" migration from ICM Web Option for IPCC into ICM 5.0. ICM 5.0 changes the way all of the products work and there would have to be a custom upgrade/migration plan crafted for the individual customer to bring the various products up to the "5.0" releases of the products and setting up the new "Media Routing" functions for customers who want to migrate to the full "universal queue" across all the platforms.
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