Difference between IP ICD Enhanced and IP ICD Enhanced with CTI Option

startryst · ‎07-07-2004

Three Question confusing me a lot:

1.Recently I found that when I use licence file with CTI Port, the CRA contains the following subsystems: HTTP, email, Database; but when I use license file without CTI Port, the CRA doesn't contain the subsystems of HTTP, email, Database.

So what is the difference between IP ICD Enhanced and IP ICD Enhanced with CTI Port(or CTI Option)?What additional product component should I purchase from Cisco can make my IPCC Express can contain the subsytem mentioned above when I have already had an existing IP ICD Enhanced?

And please tell me what is the additional product component part-number,Thanks a lot.

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2.As far as I know, the IP ICD Enhanced has no limite for free Prompt&Collect IVR Port(according to your platform capability). For example, MCS7845-2.4 has the ability to support 300 P&C, MCS7835-2.4 can support 150 P&C. So does these IVR Ports support features such as HTTP subsystem?

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3.What is the difference between "IP ICD Enhanced with CTI Option" and "IP IVR", they seems to be similar...

yogeswar · ‎07-07-2004

Hi,

Check out the "Feature Available in each product package" section of the Release Notes...

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/relnote/rel_313.pdf

Regards

Yogi

venkasub · ‎07-07-2004

Hi,

1. Enhanced ICD plus CTI Ports gives you all of the features associated with ICD Enhanced plus the IVR capabilities.When you want the IVR capabilities with Enhanced, you must purchase the desired num,ber of IVR Port options. To extend the existing Enhanced system, purchase the desired number of IVR Ports and add the new licenses to the existing and run the CRS

installer.

2. No. You have either Prompt and Collect ports or IVR Ports, but not both.

3.IP IVR doesn't have ICD. (IPCC Express functionality with Agents...).

Questions that you have related to ordering and part numbers should be addressed to ask-icd-ivr-pm@external.cisco.com

Regards

Venkat

startryst · ‎07-07-2004

My IPCC Express Enhanced 3.1(1) license contains 10 CTI Port, but when I have already installed IPCC Express, the "Number Of Licensed IVR Port" in "Cisco Media Termination Dialog Group Configuration" also is 150, so where is my 10 CTI Port ???

I have used "License Update Utility" to verify that my 10 CTI Port have been installed

Where can I verify my 10 CTI Port have been worked

and what is the relationship between CTI Port and HTTP subsystem???

venkasub · ‎07-07-2004

Hi,

The explicitly licensed CTI Ports mean that the customer has purchased the IVR Option for ICD Enhanced. This gives them additional feature capability in CRS such as database dips, http triggers etc.

Take look at the section "Features Available with each product pacakage" from below URL

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/relnote/rel311r2.htm

The 10 'Enhanced CTI ports' shown in the License Update Utility are the number of licensed IVR ports/sessions you can use for enhanced functions such as database dips, http triggers.

If you have not any licensed Enhanced CTI/IVR ports, then the system can be used with up to 150 'prompt and collect' sessions, without enhanced functions.

You can't mix port types, they are either all Prompt and Collect or IVR. So in your case you have 10 ICD with IVR ports which means up to 10 calls in queue.

Hope it helps. Please let me know if you need more

info.

Regards

Venkat

startryst · ‎07-08-2004

Quote: "You can't mix port types, they are either all Prompt and Collect or IVR. So in your case you have 10 ICD with IVR ports which means up to 10 calls in queue."

But why the "Number Of Licensed IVR Port" displayed in "Cisco Media Termination Dialog Group Configuration" still 150???, this 150 means I have another 150 P&C Port???

And why there is a mismatch that the 'Enhanced CTI ports' shown in the License Update Utility is 10 but the "Number Of Licensed IVR Port" in "Cisco Media Termination Dialog Group Configuration" is 150???

dtr · ‎08-19-2004

Can someone clarify the statement "you can't mix port types"?

Will the system recognize the 10 'Enhanced CTI ports' and subsequently ignore the 150 P&C ports?

In other words, if you aren't making use of the database/http abilities you are actually better off *without* those 10 enhanced CTI ports? (150 vs 10 calls that you can queue)

OR

Will the system attempt to use the enhanced ports first, then when there are none left, fall back to the P&C ports?

yogeswar · ‎08-19-2004

Hi,

Mixing of ports - You cannot have Queue Manager ports and IVR Ports together. Queue Manager is a sub-set of IVR.

Licensing information is as follows

IVR ports alone - You will have the entire IVR functionality like prompt and collect, DB, http etc

No call queuing is enabled by IVR ports. No of ports depends on the number of IVR ports you have purchased.

ONLY Enhanced ICD - Call Queuing is enabled. No IVR functionality. Number of ports depends on CRS versions and MCS box.

Enhanced ICD + CTI option - Both call queuing and IVR functionality will be available. Total number of Ports(having both IVR+ICD functionality) depends on the number of CTIport licenses you have.

Refer the section "Features Enabled by Each Product Package" in Release Notes for more information.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/rn35_r2.pdf - Pg.No:22

Regards

Yogi

dtr · ‎08-20-2004

Ok bear with me here,

I am using IPCC Express Enhanced (CRA 3.1(2)).

Using the 3.1 version of the product feature matrix you listed, it looks like each product either works with ICD or QM but not both.

Now when I look in CRA admin and see "Number of Licensed IVR Ports: 150" these are IVR only with no ability to queue. Correct so far?

I am also licensed for 25 "Enhanced CTI ports" which can do DB, email, HTTP triggers etc.

Now when someone calls my app and they find themselves navigating the menu system (no DB or HTTP just straightforward P&C type stuff) will it use one of the 150 IVR licenses or one of the 25 enhanced CTI port licenses even though it's not using any of the advanced features?

In other words is my absolute maximum capacity (ignoring hardware limitations) 150 people navigating the menus + 25 people in queue + X calls in progress where X is how many agents I have.

or

is it 25 people max *either* navigating menu system *or* waiting in queue + X calls in where X is how many agents I have.

yogeswar · ‎08-23-2004

Hi,

In your case, total number of licensed Ports = 25.

With these 25 ports you have both ICD Enhanced(people navigating the menus + 25 people in queue + X calls in progress) + IVR functionality.

Regards

Yogi