Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide

The following table lists all the Cisco CRS subsystems supported by Unified CCX.

Unified WIM 
(Advanced)

Yes, with Multichannel license

No

No

Cisco Unified 
Workforce 
Optimization

Yes

No

No

Cisco Media Termination 
(CMT)

Configures CMT dialog control groups, which can be 
used to handle simple DTMF data collected from dialog 
interactions with customers.

The Cisco Media subsystem uses dialog groups to 
organize and share resources among applications.

A dialog group is a pool of dialog channels in which 
each channel is used to perform dialog interactions with 
a caller, during which the caller responds to automated 
prompts by pressing buttons on a touch-tone phone.

Yes

Yes

Yes

Core Real-Time Report 
(RTR)

Provides real-time statistics for contacts, sessions, and 
applications.

Yes

Yes

Yes

Database

Handles the connections between the Cisco CRS server 
and the Unified CCX database.

Also provides ODBC support—Unified CCX can 
access Microsoft Structured Query Language (SQL) 
servers and Oracle, Sybase, and IBM DB2 databases.

Refer to the 

 for the 

latest versions of the database software that are 
supported.

Yes

No

No

E-mail

Adds components to the Cisco CRS Engine that allows 
it to send e-mail messages

Yes

No

No

Enterprise server data

Allows scripts written in Cisco CRS Release 6.0 to 
populate Enterprise Data fields in Cisco CRS Release 
6.0.

Yes

Yes

Yes

HTTP

Adds components to the Cisco CRS Engine that allow 
it to respond to HTTP requests.

Yes

No

No

Java Telephony 
Application Programming 
Interface (JTAPI)

Manages the connection between the Unified CM, CTI 
Manager, and the Cisco CRS Engine.

Yes

Yes

Yes