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

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 to participate in 
the Unified CCX solution.

Open Database Connectivity (ODBC) support—Unified IP IVR applications 
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 
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 
pre-scripted prompts to callers.

Cisco Unified Contact Center Express (Unified CCX) is an IP-based Automated 
Call Distribution (ACD) system that queues and distributes incoming calls 
destined for groups of Unified CM users.