What is the difference between CCE and ICM?

[techToddler]

Hello Everyone,

I am starter in UCCE and reading through the SRND it says, the below.

Unified CCE

Unified CCE is the standard version that most solutions use. In these solutions, Unified CCE selects the agent who handles the call. Unified CM acts as the ACD.

Unified ICM

You use Unified ICM in non-reference Design solutions that include network routing to third-party ACDs. In these solutions, Unified ICM sends the call to the third-party ACD which selects the agent who handles the call.

My question is, how to or where I can see this central controller configured as CCE or ICM. If I go to the web interface of the ICM, it says ICM and its version. But per the statement, it is the one that selects the agent and sends the call to the agent. So where is that I am missing? Please help.

Your help is appreciated. Thanks. 

Sanjay

[Omar Deen]

You're not going to find a checkbox or radial option that allows you to choose from CCE or ICM. CCE is a full picture of components that has its ACD and PBX as well as its peripherals all from Cisco. ICM, from the statement above, is basically saying that you can use Cisco peripherals or other components in an environment where the ACD (the brains) could be Avaya or Aspect
The easiest answer to your questions is with a question... is the call center environment all Cisco? If yes, then it's CCE, if no, it could be ICM.