Cisco Cisco Administrative Workstation Installation Guide

Cisco provides an option for running an interface to Interactive Voice Response 
(IVR) systems. The IVR interface software allows IVRs to take advantage of ICM 
call routing features. For example, an IVR can use Post-Routing capabilities to 
select targets for calls it needs to transfer.

The IVR interface software runs as a PG process on a standard PG hardware 
platform. It allows the ICM to route calls to targets on an IVR and collect data 
from an IVR for use in call routing, real-time monitoring, and historical reporting.

The IVR interface is not specific to a particular IVR system or manufacturer. It is 
based on an open IVR model. Many IVR systems support Cisco’s Open IVR 
Interface Specification, including Cisco Internet Service Node (ISN). For a list of 
IVRs that support this interface, contact your Cisco representative.

To plan for this IVR option:

Review the options for integrating IVRs into the ICM system.

Determine if any IVR programming or application development is necessary.

Review the Peripheral Gateway platform requirements.

IVRs can be located at the customer’s call center site or in the IXC network. At 
the call center, the IVR might be connected on the network side of the ACD or 
“behind” the ACD. In the IXC network, the IVR may be offered as a service by 
the network provider.