Unified Ip Ivr - Cisco CRS-1 - Carrier Routing System Router Administration Manual

The Cisco CRS Product Family

Unified IP IVR

Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
1-4
• Unified QM, page 1-6
Cisco Unified IP IVR (Unified IP IVR) is a multimedia (voice, data, web) IP
enabled interactive voice response solution that offers an open and feature-rich
foundation for the creation and delivery of Unified IP IVR applications via
Internet technology.
Unified IP IVR automates call handling by autonomously interacting with
contacts. Using Unified IP IVR, you can create applications that answer calls,
provide menu choices for callers, obtain caller data such as passwords or account
identification, and transfer calls to caller-selected extensions. You can also create
Unified IP IVR applications that respond to HTTP requests, outbound calling,
sending e-mail, and processing VXML 2.0 commands.
The Unified IP IVR package provides the following features:
Unified CCX integration—Unified IP IVR can be integrated with Cisco
•
Unified Queue Manager (Unified QM) functionality to participate in the
Unified CCX solution.
Open Database Connectivity (ODBC) support—Unified IP IVR applications
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can access Microsoft Structured Query Language (SQL) servers and Oracle,
Sybase, and IBM DB2 databases.
Real-time reporting client—Unified IP IVR applications can generate a
•
variety of reports that provide detailed information about the real-time status
of your system.
Historical reporting client—Unified IP IVR applications can generate a
•
variety of historical reports that provide detailed information about the
performance of your system.
ASR—Unified IP IVR applications can take advantage of ASR to provide
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callers with the option to use speech to navigate through menu options.
TTS—Unified IP IVR applications can use TTS to read back documents and
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pre-scripted prompts to callers.
Chapter 1 Introducing Cisco Customer Response Solutions