Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note

From Cisco Unified CCX Administration, you must configure the address of an MRCP server and the 
number and type of resources provided by that MRCP server. Multiple Cisco Unified CCX clusters can 
interact with the same MRCP servers. Multiple Cisco Unified CCX servers can interact with the same 
MRCP servers. A Cisco Unified CCX server can also define multiple MRCP servers, and resources from 
those servers are selected based upon the system and application configuration.

Calls requiring ASR require the Cisco Unified CCX Engine to pass the media stream from the CTI port 
to the ASR Server. This activity impacts system performance and system sizing. The impact is reflected 
in the Cisco Unified CCX 7.0 Configuration and Ordering Tool.

When using ASR, the ASR resource is allocated at the time of the first step that uses ASR. The ASR 
resource is then allocated for the duration of the call. When using ASR, you must calculate the required 
number of ASR resources (ports) similar to the way you calculate any IVR port requirement. You will 
need the average time the ASR port is used (similar to average call treatment time) and the number of 
calls using ASR in the busy hour. You can then input this data into any Erlang-B traffic calculator or 
other tool to compute the number of ASR resources required. In environments where you have long 
queue times, it might be economical to transfer the call to another CTI Route Point and pass call data to 
the second application (via session data steps) in order to allow the ASR resource to be released.

For TTS, each 'Generate TTS Prompt' allocates and releases a TTS resource, and the TTS resource is 
typically only allocated for a couple of seconds and then released (this might vary depending on the 
application). To determine the number of TTS resources, use the same methodology described above for 
ASR resources. 

Cisco Unified CCX can also be implemented as a child ACD of Cisco Unified Intelligent Contact 
Management Enterprise (Cisco Unified ICME) 7.x software. The Cisco Unified CCX integration with 
Cisco Unified ICME software requires a Unified CCX Gateway PG process to be co-resident on the 
Cisco Unified CCX. This integration provides the following capabilities:

The ability for Cisco Unified CCX to send agent, queue, and call state changes to the Cisco Unified 
ICME.

The ability for Cisco Unified ICME software to intelligently route and load balance calls across 
multiple ACD sites which can include one or more Cisco Unified CCX systems, Cisco Unified 
Contact Center Enterprise (Unified CCE) systems, or traditional ACDs (that are supported by Cisco 
Unified ICME software). Calls routed to a Cisco Unified CCX application can also be sent call data 
so that it can be popped onto an agent’s screen.

The ability for Cisco Unified CCX to send post-route requests with call data to the Cisco Unified 
ICME in order to request intelligent routing instruction. This could be in response to a transfer 
request from an agent or from a step within and Cisco Unified CCX application running on a CTI 
port.

The ability for ICM software to provide multi-site ACD reporting for a mixed network of ACD sites 
which can include one or more Cisco Unified CCX systems, Unified Contact Center Enterprise 
systems, or traditional ACD's.

The ability for Cisco Unified CCX to send post-route requests with call data to the Cisco Unified 
ICME software in order to request routing instructions. This could be in response to a new call that 
just arrived at Cisco Unified CCX or a call that is being transferred from an IVR port or agent. Call 
data included in the post-route request can be used by the Cisco Unified ICME software to profile 
route the call, and call data is also passed to the terminating ACD site (Cisco Unified CCX, Cisco 
Unified CCE, or traditional ACD) for an agent screen pop.