Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 管理员指南
Chapter 1 Introducing Unified CCX
Setting Up Unified CCX
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Cisco Unified CCX Administration Guide, Release 7.0(1)
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Unified CM Telephony—Manages the connection between Unified CM CTI
Manager and the Unified CCX Engine.
Manager and the Unified CCX Engine.
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Unified CME Telephony—Manages the SIP connection between Unified
CME and the Unified CCX Engine.
CME and the Unified CCX Engine.
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MRCP ASR—Allows a script to respond to voice input in addition to DTMF
using the MRCP protocol.
using the MRCP protocol.
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MRCP TTS—Composes voice prompts that are generated real-time from
text, such as speaking the words in the text of an e-mail message using the
MRCP protocol.
text, such as speaking the words in the text of an e-mail message using the
MRCP protocol.
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Resource Manager-Contact Manager (RmCm)—Allows Unified CCX to
monitor agent phones, control agent states, route and queue calls, and manage
the historical reporting feature.
monitor agent phones, control agent states, route and queue calls, and manage
the historical reporting feature.
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Voice Browser—Manages Voice Browser functionality.
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Unified CCX Voice over Internet Protocol (VoIP)—Enables remote
recording and monitoring.
recording and monitoring.
Setting Up Unified CCX
After you install the Unified CCX system and perform the initial setup, you can
start provisioning and configuring the system:
start provisioning and configuring the system:
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Provisioning is the process of allocating resources and devising strategies for
drawing on them to support the needs of your business.
drawing on them to support the needs of your business.
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Configuring is the process of making applications available to the Unified
CCX system.
CCX system.
The sections that follow describe these tasks:
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