Confusion on CRS and IPCC

[dehghan]

Hi

Can any one tell me what the diffrence is when between CRS and IPCC express. I think they are both packages of programs. IPCC express includes IVR ACD CTI but CRS includes IPCC IQM IVR. is this correct?. Does CRS include a FUll IPCC version?

[michael_oldham]

CRS seems to chamge it's menus based on license.

Get an IVR licence and you can do prompt and collect, db lookups etc. With an IPCC express licence you get extra menus that allow you to add queues and skill groups etc.

Get a QM licence and will allow only prompt and collect since it is used by IPCC Enterprise as a"parking spot" whilst waiting for agents.

[dehghan]

Thanks for the reply

Soo what your saying, they are all one package with diffrent licenses and therfore with diffrent functionality. or is this one package that you could add diffrent licenses to it, eq license for QM and etc.

Thanks.

[johutchins · Accepted solution]

CRS = IPCC Express.

Cisco went through a few marketing names before arriving at IPCC Express.

IPCC Express has 3 levels of functionality controlled by licensing:

Standard - full IVR/ACD... basic prompt and collect.

Enhanced - Std plus skills based routing and more

Premium - Std, Enchd, plus DB integration for self-service apps (think banking over the phone type of apps).

--Jon