Cisco CRS-1 - Carrier Routing System Router Administration Manual page 413

Glossary
Unified ICME subsystem
A subsystem of the Unified IP IVR system that allows that system to interact with
Unified ICME enterprise software. Unified ICME provides a central control
system that directs calls to various human and automated systems, such as Voice
Response Units (VRUs) and ACDs.
Interactive Voice Response
See Unified IP IVR.
Unified CCX Call Monitoring Server
Dedicated server that provides for call monitoring.
Unified CCX Call Statistics, Recording, and Monitoring Server
Dedicated server that maintains Unified CCX call statistics and that provides for
recording and call monitoring for Unified CCX Enhanced.
Unified CCX
Unified CCX is an application that uses the Cisco Customer Response Solutions
(CRS) platform to provide a multimedia (voice, data, and web) IP-enabled
customer-care environment to enhance the efficiency of contact center. Unified
CCX is available in Unified CCXStandard, Unified CCX Enhanced, and Unified
CCX Premium packages.
IP Phone Agent
An Unified CCX agent without a personal computer. The agent logs in, logs out,
and changes states using the Cisco IP Phone screen.
Unified QM
Cisco Unified QM (Unified QM). An IP-based call treatment and solution that
provides powerful call-treatment options as part of the Unified ICME solution.
Unified IP IVR
Cisco Unified IP IVR (Unified IP IVR). A systems that provides information as
recorded messages over telephone lines in response to user input in the form of
spoken words or, more commonly, DTMF signaling.
GL-9
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)