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

This document provides system-level best practices and design guidance for the Cisco Unified Contact 
Center Express (Cisco Unified CCX), Release 7.0. With proper planning, design, and implementation, 
Cisco Unified CCX provides a reliable and flexible voice processing and contact center solution for the 
enterprise.

This design guide is intended for the system architects, designers, engineers, and Cisco channel partners 
who want to apply best design practices for Cisco Unified CCX.

This design guide assumes that the reader is already familiar with the following concepts:

Cisco Unified Communications Manager (Unified CM) Administration

Cisco Unified CCX and Cisco Unified IP IVR administration

General system requirements and network design guidelines available from your local Cisco 
Systems Engineer (SE)

This document describes the various components used to build a Cisco Unified CCX system, and it gives 
recommendations on how to combine those components into an effective solution for your enterprise.

The following topics are not covered in this design guide:

Installation and configuration of Cisco Unified CCX, Unified IP IVR, and Agent Desktop. For more 
information about these Cisco products, refer to the online product documentation available at 
Cisco.com.

Cisco Unified IP IVR programming guidelines. Cisco Unified CCX is a packaged solution built 
upon a Cisco software platform called Customer Response Solutions (CRS). The CRS platform 
supports Unified IP IVR solution package. Unified IP IVR can be used with Cisco Unified Contact 
Center Enterprise (Unified CCE). Unlike Cisco Unified CCX, the Unified IP IVR solutions do not 
provide ACD and CTI functions. In Unified CCE deployments, the ACD and CTI functions are