Cisco Cisco Customer Voice Portal 8.0(1)
C H A P T E R
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Cisco Customer Voice Portal (CVP) Release 3.1(0) Configuration and Administration Guide
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Using NAM/ICM with the Customer Voice Portal
IVR Solution
IVR Solution
This chapter discusses using NAM/ICM configuration and script editing to access the Customer Voice
Porta l (CVP) IVR solution. It includes information about how to:
Porta l (CVP) IVR solution. It includes information about how to:
•
Set up the NAM/ICM to interact with CVP
•
Write applications for CVP
Note
This chapter contains important information for IVR application developers. It also may be of interest
to Call Center Managers, Customer Voice Portal System Managers, and ICM/NAM System Managers.
to Call Center Managers, Customer Voice Portal System Managers, and ICM/NAM System Managers.
Before You Begin
The information in this chapter assumes that you are already familiar with using the NAM/ICM software
ICM Configuration Manager and Script Editor tools for call center operations and management.
ICM Configuration Manager and Script Editor tools for call center operations and management.
Tips
You should have a copy of the following Cisco ICM software documentation available in
addition to this manual in order to successfully configure ICM software and use its features
in conjunction with Customer Voice Portal: Cisco ICM Software Configuration Guide and
Cisco ICM Software Script Editor Guide.
addition to this manual in order to successfully configure ICM software and use its features
in conjunction with Customer Voice Portal: Cisco ICM Software Configuration Guide and
Cisco ICM Software Script Editor Guide.
NAM/ICM Setup
Before you can use NAM/ICM features to access the CVP IVR solution, you must perform some initial
setup tasks to enable communication between NAM/ICM and CVP. These setup tasks are determined by
CVP deployment model; see
setup tasks to enable communication between NAM/ICM and CVP. These setup tasks are determined by
CVP deployment model; see
for complete setup
instructions for each model.
Note
For more information about the supported CVP deployment models, see the Cisco Customer Voice Portal
(CVP) Product Description.
(CVP) Product Description.