Cisco Cisco Unified Customer Voice Portal 11.0(1)

Unified ICME and Unified CVP work together to perform such tasks as:

•

Playing media—such as a recording stating office hours—to a caller.

•

Retrieving caller-entered data, DTMF, or speech.

•

Playing back different types of data—such as an account number or balance—to a caller.

•

Moving calls to other destinations—for example, forwarding to an agent.

Unified ICME uses IVR messaging technology to direct Unified CVP and to receive the responses
from Unified CVP.

You can use the ICM Script Editor to develop agent routing scripts that use the Unified CVP
micro-applications.

Note: While it is possible to develop full scale IVR applications using micro-applications, it is
not recommended. Micro-application-based scripts are primarily used for initial prompt and
collect operations, as well as for directing the playing of .wav files while calls are in queue. The
capability of using Unified ICME scripting for anything other than simple functions has been
kept in support of legacy deployments. New customers are strongly advised to use the VoiceXML
scripting environment.

The sections that follows include:

•

A sample Unified ICME script.

•

A discussion of how Unified ICME and Unified CVP exchange information.

Before You Begin

•

The information in this chapter assumes that you are already familiar with using Unified
ICME software's ICM Configuration Manager and Script Editor tools for call center operations
and management.

Note: You should have a copy of the following Unified ICME documentation available in
addition to this manual in order to successfully configure Unified ICME and use its features
in conjunction with Unified CVP: ICM Configuration Guide for Cisco ICM Enterprise Edition
and ICM Scripting and Media Routing Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions.

•

When creating applications that interact with Unified CVP, only use alphanumeric characters
for application, element, and field names; do not use special characters such as periods,
asterisks or brackets. Following this practice will avoid potential issues with data transfer
between different systems.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)