Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
2-23
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX ASR and TTS
Figure 2-7
Service Communications Medium Between WFO solutions and Cisco Unified CCX
illustrates a couple of integration points between the WFO solutions and Cisco Unified CCX
system.
•
Workforce Management - Uses the ACMI link to monitor agent's adherence to the schedules. It uses
the ODBC link to download the historical data from Cisco Unified CCX database to generate the
forecasting data.
the ODBC link to download the historical data from Cisco Unified CCX database to generate the
forecasting data.
•
Quality Management - Uses JTAPI to monitor the call progress on the agent phone so that it knows
when to start and stop the voice recording. It uses the ODBC link to download the agent, supervisor
and team configuration data from Cisco Unified CCX database.
when to start and stop the voice recording. It uses the ODBC link to download the agent, supervisor
and team configuration data from Cisco Unified CCX database.
For more details on components architecture, deployment configuration and sizing, refer the Cisco
Workforce Optimization System Configuration Guide available at the link:
Workforce Optimization System Configuration Guide available at the link:
Cisco Unified CCX ASR and TTS
Cisco Unified CCX allows integration with Media Resource Control Protocol (MRCP) compliant
Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) servers. Nuance, Scansoft, and IBM
are the only ASR and TTS providers that have been tested and will be supported. ASR and TTS software
must be purchased from one of these vendors. These vendors can provide design and server sizing
requirements for their software. Cisco no longer resells Nuance ASR and TTS as a Cisco Unified CCX
option.
Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) servers. Nuance, Scansoft, and IBM
are the only ASR and TTS providers that have been tested and will be supported. ASR and TTS software
must be purchased from one of these vendors. These vendors can provide design and server sizing
requirements for their software. Cisco no longer resells Nuance ASR and TTS as a Cisco Unified CCX
option.