Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
1-12
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Inbound Voice
Computer Telephony Integration (CTI)
Computer Telephony Integrative (CTI) refers to the ability to use data available from caller entered data,
ACD, IVR or other data sources, to pop to the agent, to use to make routing decisions, or to use as a key
to perform a data lookup (for example, via a database access prior to popping to the agent or to use in
making routing decisions). CTI may also imply the ability to invoke a third-party application and to pass
data to that application as part of the agent screen pop.
ACD, IVR or other data sources, to pop to the agent, to use to make routing decisions, or to use as a key
to perform a data lookup (for example, via a database access prior to popping to the agent or to use in
making routing decisions). CTI may also imply the ability to invoke a third-party application and to pass
data to that application as part of the agent screen pop.
describes the CTI features that are available in each Cisco Unified CCX Package.
Table 1-6
CTI Features Available in Each Cisco Unified CCX Package
Advanced IVR Port Text to Speech via MRCP.
TTS provides the ability to use flat text files as
input to a computer generated speech engine. TTS
can replace pre-recorded human speech in IVR
applications.
TTS provides the ability to use flat text files as
input to a computer generated speech engine. TTS
can replace pre-recorded human speech in IVR
applications.
Optional with
purchase of
compatible
TTS product
from Nuance or
IBM.
purchase of
compatible
TTS product
from Nuance or
IBM.
Not available.
Not available.
Advanced IVR Port Remote Silent Monitoring.
Provides a mechanism for silent monitoring of
calls using an IP phone or a PSTN phone. This
form of silent monitoring does not require a CSD
application to be running but does require a seat
license for any supervisor engaged in remote silent
monitoring. Remote silent monitoring also does
not require any data network connectivity and is
ideally suited for management of outsourced
customers of a call center service provider. The
agent is unaware when being monitored using
remote silent monitoring.
Provides a mechanism for silent monitoring of
calls using an IP phone or a PSTN phone. This
form of silent monitoring does not require a CSD
application to be running but does require a seat
license for any supervisor engaged in remote silent
monitoring. Remote silent monitoring also does
not require any data network connectivity and is
ideally suited for management of outsourced
customers of a call center service provider. The
agent is unaware when being monitored using
remote silent monitoring.
Included.
Not available.
Not available.
Table 1-5
IVR Features Available in Each Cisco Unified CCX Package (continued)
Feature
Premium
Enhanced
Standard