Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Guida Dell'Amministratore
Glossary
GL-4
Cisco Customer Response Solutions Administration Guide, Release 6.0(1)
Cisco CRS Engine
Execution vehicle for CRS scripts. The Cisco CRS Engine can run multiple scripts
simultaneously. On startup, the CRS Engine loads all scripts and configuration
information from the LDAP directory. Individual scripts can be updated in real
time and manually pushed to the Cisco CRS Engine without restarting the engine.
scripts that are running when a download occurs will not be affected by updates;
they will run to completion with the pre-update logic. One Unified CM can
support multiple Cisco CRS engines, but the Cisco CRS engines bind to only one
Unified CM.
simultaneously. On startup, the CRS Engine loads all scripts and configuration
information from the LDAP directory. Individual scripts can be updated in real
time and manually pushed to the Cisco CRS Engine without restarting the engine.
scripts that are running when a download occurs will not be affected by updates;
they will run to completion with the pre-update logic. One Unified CM can
support multiple Cisco CRS engines, but the Cisco CRS engines bind to only one
Unified CM.
In CRS 4.0, one Unified CM supports many CRS Clusters (and not just one
engine) and one CRS cluster, which may contain up to 2 CRS Engines, binds to
one Unified CM.
engine) and one CRS cluster, which may contain up to 2 CRS Engines, binds to
one Unified CM.
Cisco Discovery Protocol
See CDP.
Cisco Media Termination
See CMT.
Cisco Unified E-Mail Interaction Manager (Unified EIM)
Unified EIM increases agent productivity through a powerful, visual workflow
designer that helps create the e-mail handling process. Using the required service
level agreement (SLA) triggers, you can automate email routing and monitoring.
This e-mail collaboration provides full HTML support for both inbound and
outbound communications, the ability to attach larger files from the agent desktop
is supported, and powerful content-parsing capabilities in the product enable
auto-suggestions from the knowledge base.
designer that helps create the e-mail handling process. Using the required service
level agreement (SLA) triggers, you can automate email routing and monitoring.
This e-mail collaboration provides full HTML support for both inbound and
outbound communications, the ability to attach larger files from the agent desktop
is supported, and powerful content-parsing capabilities in the product enable
auto-suggestions from the knowledge base.
Cisco Unified Web Interaction Manager (Unified WIM)
Unified WIM ensures that your online customers are connected easily and
seamlessly to the right agent every time. It also provides powerful file-sharing
capabilities which allows agents to easily share files residing on their desktop.
Advanced co-browsing capabilities allow agents and the customers to fill out
forms together, field by field, even highlighting specific areas of a form or Web
page for additional clarity.
seamlessly to the right agent every time. It also provides powerful file-sharing
capabilities which allows agents to easily share files residing on their desktop.
Advanced co-browsing capabilities allow agents and the customers to fill out
forms together, field by field, even highlighting specific areas of a form or Web
page for additional clarity.