Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Ratgeber Für Administratoren
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Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 1 Introducing Unified CCX
About Unified CCX Engine
The Unified CCX Engine uses the Unified CM Telephony subsystem to request
and receive services from the Computer Telephony Interface (CTI) manager that
controls Unified CM clusters. The Unified CCX Engine is implemented as a
Windows service that supports multiple applications.
and receive services from the Computer Telephony Interface (CTI) manager that
controls Unified CM clusters. The Unified CCX Engine is implemented as a
Windows service that supports multiple applications.
The Unified CCX Engine uses the Unified CME Subsystem to interact with the
Unified CME application that run on Integrated Service Routers (ISRs) using
open standard Session Initiation Protocol (SIP).
Unified CME application that run on Integrated Service Routers (ISRs) using
open standard Session Initiation Protocol (SIP).
You can use a web browser to administer the Unified CCX Engine and your
Unified CCX applications from any computer on the network. You can use the
Unified CCX Administration web interface to start and stop the Unified
CCX Engine, configure system parameters, monitor Unified CCX Engine
activity, and view real-time and historical reports that include total system
activity and application statistics.
Unified CCX applications from any computer on the network. You can use the
Unified CCX Administration web interface to start and stop the Unified
CCX Engine, configure system parameters, monitor Unified CCX Engine
activity, and view real-time and historical reports that include total system
activity and application statistics.
Note
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Depending on the Unified CCX products that you are using, the Unified CCX
server may employ as many as 14 subsystems for communicating with other
services:
server may employ as many as 14 subsystems for communicating with other
services:
•
Applications—Manages the applications in the Unified CCX Engine and
other features such as session management.
other features such as session management.
•
Cisco Media—Configures Cisco Media Termination (CMT) dialog control
groups, which can be used to handle simple Dual Tone Multifrequency
(DTMF) based dialog interactions with customers.
groups, which can be used to handle simple Dual Tone Multifrequency
(DTMF) based dialog interactions with customers.
•
Core Reporting—Provides information for Unified IP IVR real-time reports.
•
Database—Handles the connections between the Unified CCX server and the
enterprise database.
enterprise database.
•
eMail—Adds components to the Unified CCX Engine that allows it to send
e-mail messages.
e-mail messages.
•
Enterprise Server—Communicates data for screen pops to the Unified CCX
Agent Desktop.
Agent Desktop.
•
HTTP—Adds components to the Unified CCX Engine that allow it to respond
to HTTP requests.
to HTTP requests.
•
Unified ICME—Manages the connection between the Unified CCX server
and the Unified ICME software.
and the Unified ICME software.