Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide

In general, an application is a program that helps you accomplish a specific task; for example, a word 
processing program, a spreadsheet program, or an FTP client. Applications should be distinguished from 
system programs, which control the computer and run applications, and utilities, which are small 
assistance programs. In Unified CCX, an application represents a configured combination of one or more 
triggers, a script, and the values for any parameter in that script.

A group of Java beans that can be combined in many ways to create applications such as Unified IP IVR. 
The Application Engine is the execution vehicle for all Unified CCX based applications including Cisco 
Unified Contact Center Express and Cisco Unified IP IVR scripts.

Automatic Speech Recognition. A technology that allows users of IVR systems to speak entries rather 
than enter numbers on a keypad.

See ACD.

See ASR.

Allows you to control how the Unified CCX system uses CTI ports.

A method of handling calls until they can be answered by an agent.

A grouping of contacts for a particular purpose, such as a sales drive or a general announcement to a 
group of customers. Campaigns are used by Cisco Unified Outbound Preview Dialer to automatically 
place outgoing calls to a specific list of contacts.