Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
1-4
Getting Started with Cisco Unified Contact Center Express, Release 6.0(1)
Chapter 1 About Unified CCX
About Installing Multiple Cisco CRS Products on a Server
2.
For standalone systems, the number of Unified IP IVR ports is dependent on the number of
purchased seat licenses.
purchased seat licenses.
3.
All supported Cisco CRS languages are included in all Unified CCX packages. You must install
them as required.
them as required.
Unified CCX products have different Unified IP IVR capabilities depending on the product purchased.
Unified CCX Standard and Enhanced products include a basic prompt and collect Unified IP IVR
functionality that provides call queue points, custom messaging and prompting, music on hold, and the
ability to collect and process telephone keypad key presses made by the customer in response to Unified
IP IVR prompts. Unified CCX Premium provides a full featured Unified IP IVR port with database
integration that enables integrated Unified IP IVR self-service applications with optional ASR and TTS
as well as data directed ACD routing and screen pops.
Unified CCX Standard and Enhanced products include a basic prompt and collect Unified IP IVR
functionality that provides call queue points, custom messaging and prompting, music on hold, and the
ability to collect and process telephone keypad key presses made by the customer in response to Unified
IP IVR prompts. Unified CCX Premium provides a full featured Unified IP IVR port with database
integration that enables integrated Unified IP IVR self-service applications with optional ASR and TTS
as well as data directed ACD routing and screen pops.
Note
Refer to the
for information regarding capacity for Unified CCX
deployments running on the same server as Unified CM.
About Installing Multiple Cisco CRS Products on a Server
All Cisco CRS product packages are mutually exclusive. This means that only one of them can be
installed at any point in time on a Cisco Media Convergence Server (MCS) or compatible partner
servers. If more then one is installed, then priority is given to the package with the highest number at the
left in the following list:
installed at any point in time on a Cisco Media Convergence Server (MCS) or compatible partner
servers. If more then one is installed, then priority is given to the package with the highest number at the
left in the following list:
1.
Extended Services (for example, the free Unified CM AutoAttendant)
2.
Unified IP IVR software
3.
Unified CCX Standard
4.
Unified CCX Enhanced
5.
Unified CCX Premium
For example, the Unified CCX Standard package has a higher priority than Unified IP IVR, and if both
are installed on the same Cisco CRS server, you will only be able to use the Unified CCX Standard
package.
are installed on the same Cisco CRS server, you will only be able to use the Unified CCX Standard
package.
Unified CCX Package Descriptions
Unified CCX is available in three versions:
•
Unified CCX Standard includes the Editor steps necessary for creating Unified CCX configurations
for informal call centers not requiring skills based routing.
for informal call centers not requiring skills based routing.
•
Unified CCX Enhanced adds significant new capability in ACD, desktop, and CTI functions with
support for skill and competency based routing, priority queuing, support for historical reporting on
these enhanced features, additional enhanced features in both agent and supervisor desktop and
support for using and popping data to any Windows based 3rd party application.
support for skill and competency based routing, priority queuing, support for historical reporting on
these enhanced features, additional enhanced features in both agent and supervisor desktop and
support for using and popping data to any Windows based 3rd party application.
•
Unified CCX Premium includes all the functionality provided by Unified CCX Enhanced and in
addition adds full Unified IP IVR support integration, including database integration, Voice
eXtensible Markup Language (VoiceXML), HTML web triggers (ability to run any workflow from
a web page), custom Java extensions, e-Notification services, and support for ASR and TTS from
Cisco certified partners. Includes multichannel and Workforce Optimization support.
addition adds full Unified IP IVR support integration, including database integration, Voice
eXtensible Markup Language (VoiceXML), HTML web triggers (ability to run any workflow from
a web page), custom Java extensions, e-Notification services, and support for ASR and TTS from
Cisco certified partners. Includes multichannel and Workforce Optimization support.