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Automatic Speech Recognition. The ability to provide speaker independent voice recognition
for gathering information from the calling party.

See SIP Service.

The act of interrupting a playing prompt, most of the time to go directly to entering data.

Term referring to the actual voice path (RTP stream in VoIP), as opposed to a data or signaling
path for call control.

Generally, a transfer is the handing-off of a call from one agent/number to another agent/skill
group/number. In a blind (or single-step) transfer, the transfer is made without the initial "agent"
determining whether the second "agent" is willing/able to take the call—and is thereby
distinguished from a consultative transfer. Blind transfer can be provided by a premise switch,
an Intelligent Network, or through a VRU (when supported). Unified CVP supports blind
transfer, referred to as VRU Blind Transfer.

Call Admission Control. A mechanism for preventing congestion/oversubscription in VoIP
networks.

The collection of per-call information pertaining to a given call, used in conveying call (and
caller) information between call routing service points. Call context typically refers to the set
of peripheral (call) variables and/or ECC data gathered for the call (that is, caller account number,
PIN, and so forth); this data is moved to the CTI desktop via translation routing and is also used
in ICM reporting (Termination Call Detail and Call Route Detail).

In this call flow model, Unified CVP provides Unified ICME with VoIP call switching
capabilities only. The customer provides his own Service Control VRU if he is using Unified
ICME to queue calls, or he may queue calls directly on his ACD.

The party who answers the second leg of a transferred call. They become part of the call when
Unified CVP initiates an outbound call. Their only actions (as recognized by Unified CVP) are
to either (a) answer the call or (b) hang up.

Planning Guide for Cisco Unified Customer Voice Portal 4.0(1)