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Can any one explain me the function of CVP and ICM ,?

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Can any one explain me the function of CVP and ICM ,?
Answer
3/17/09 4:52 PM
Hi Friends
 
 
I'm an IPT tech , trying to learn Contact center stuff but its really confusing , still i didn't find the difference between different Contact center products , So can any one help me to find out difference between CVP , ICM , and CRS ,
 
Do we have any other product in IPCC Enterprices deployment other than CVP , ICM and CRS ( agent desktop and all ok )
 
Do we use CRS in IPCC enterprices deployment ?if yes what is the function of CRS there , what is the function of CVP and ICM ?
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RE: New Message from Abdul Salam in Contact Center Enterprise/Hosted/ICM IV
Answer
3/17/09 5:32 PM as a reply to Abdul Salam.
ICM is the Intelligent Contact Manger which is used in Enterprise
Contact Center (UCCE) environments.
Either CVP or CRS are used as the voice queing mechanism while a call is
in queue waiting for an agent to be selected by ICM. Usually either CVP
or CRS is used but not both. (CRS being IP IVR).

For further information on Unified Contact Center overview you might
review the Solutions Reference Network Design under the section
Deployment Models here
https://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_cent
er/ipcc_enterprise/srnd/75/c7models.html
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