Cisco Cisco Customer Voice Portal 8.0(1)
Brief Introduction to the Unified CVP Product and
the Exercises
the Exercises
This chapter provides a high-level view of the Unified CVP product as it pertains to the call
flow model exercises presented in this guide. It does not provide an in-depth discussion of the
product, nor does it describe other call flow models and implementation factors that you must
consider when designing a production system. For a fuller description of the product and its
implementation, refer to
flow model exercises presented in this guide. It does not provide an in-depth discussion of the
product, nor does it describe other call flow models and implementation factors that you must
consider when designing a production system. For a fuller description of the product and its
implementation, refer to
This chapter contains the following topics:
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Main Features of the Unified CVP Product
Unified CVP is a web-based platform that provides interactive voice response (IVR) and service
center call routing services for Voice over IP (VoIP) networks. Its components work together
to enable you to create and deploy IVR applications that include voice and video interaction,
as well as traditional numeric input, to provide intelligent, personalized self-service over the
phone.
center call routing services for Voice over IP (VoIP) networks. Its components work together
to enable you to create and deploy IVR applications that include voice and video interaction,
as well as traditional numeric input, to provide intelligent, personalized self-service over the
phone.
Unlike proprietary IVR systems, the Unified CVP product is based on VoiceXML (VXML).
VXML provides a flexible application development and deployment environment for creating
IVR applications that control audio input and output, presentation logic, call flow, telephony
connections, and error handling. Its suite of components extends the capabilities of VXML by
providing the ability to receive and report IVR events and interface with your company customer
database components.
VXML provides a flexible application development and deployment environment for creating
IVR applications that control audio input and output, presentation logic, call flow, telephony
connections, and error handling. Its suite of components extends the capabilities of VXML by
providing the ability to receive and report IVR events and interface with your company customer
database components.
(http:/
/www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html) for a
VXML overview.
VXML overview.
Getting Started with Cisco Unified Customer Voice Portal Release 8.0(1)
9
Chapter 2