Getting Started with Cisco Unified IP IVR, Release 10.0(1)
Features enabled for each product by product licensing
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Features enabled for each product by product licensing

The following sections describe the various features separately enabled by product licensing for Unified IP IVR.

For a list of all features enabled by Unified CCX licensing for all Unified CCX products, see the Cisco Unified Contact Center Express Administration Guide.

This chapter contains the following:

Cisco Unified Contact Center administration menus enabled by product licensing

The word Included in the following table means that the related menu item is enabled for the product in that column.

Table 1 Administration menus enabled by product licensing

Unified CCX Administrator Main Menu

Menu Items

Unified IP IVR

System

Cisco Unified CM Configuration

Included

Control Center

Included

Datastore Control Center

Included

System Parameters

Included

Custom File Configuration

Included

Alarm and Tracing

Included

Tracing

Included

Logout

Included

Applications

Application Management

Included

Script Management

Included

Prompt Management

Included

Grammar Management

Included

Document Management

Included

AAR Management

Included

Subsystems

Cisco Unified CM Telephony

Included

ICM

Included

Database

Included

HTTP

Included

eMail

Included

Cisco Media

Included

MRCP ASR/TTS

Included

Tools

Plug-ins

Included

Real-Time Reporting

Included

Historical Reporting

Included

User Management

Included

Password Managemet

Included

Help

Contents and Index

Included

For this Page

Included

Troubleshooting Tips

Included

Cisco Unified CCX Documentation on Cisco.com

Included

About

Included

Prompt, Spoken Name Upload, and plugin options enabled by product licensing

The following table lists the availability of Unified CCX options not listed in the preceding menu list.

Table 2 Prompt, Spoken Name Upload, Plugin options enabled by product licensing

Option

Unified IP IVR

Prompt Management

Included

Spoken Name Upload

Included

Plugin Editor

Included

Plugin - HR Client(1)

Included

Cisco Unified CCX subsystems enabled by product licensing

Table 3 Subsystems enabled by product licensing

Subsystem

Unified IP IVR

MRCP ASR (Add on)

MRCP TTS (Add on)

Application

Included

not applicable

not applicable

ASR

Included

Yes

not applicable

Cisco Media Termination

Included

not applicable

not applicable

Core Reporting

Included

not applicable

not applicable

Database

Included

not applicable

not applicable

eMail

Included

not applicable

not applicable

Enterprise Server Data

Not Available

not applicable

not applicable

HTTP

Included

not applicable

not applicable

ICM

Included

Yes

JTAPI Telephony

Included

not applicable

not applicable

Resource Manager and Cisco Media

Included

not applicable

not applicable

TTS

Included

not applicable

Included

Voice Browser (VB)

Included

The Voice Browser subsystem is available only if MRCP ASR is enabled.

not applicable

Application types enabled by product licensing

Table 4 Application types enabled by product licensing

Application Type

Unified IP IVR

Cisco Script Application

Included

Busy

Included

Ring No Answer

Included

ICM Post Routing

Included

ICM Translation Routing

Included

Editor steps enabled by product licensing

The following table lists the Unified IP IVR packages with the Step Editor steps enabled in each.

Table 5 Editor steps enabled by product licensing

Unified CCX Script Step

Unified IP IVR

General1

Included

Session

Included

Contact

Included

Call Contact2

Included

Email Contact

Included

HTTP Contact

Included

Media

Included

User

Included

Prompt

Included

Grammar

Included

Document

Included

Database

Included

ACD

Not Available

Intelligent Contact Management (ICM)

Included

CM Telephony

Included

1 The “Get Reporting Statistic” step is not available in Unified IP IVR.
2 The “Place Call” step is not available to Unified IP IVR.

Historical reports enabled by product licensing

From Unified CCX 10.0(1), access the Historical reports using Unified Intelligence Center. Historical Reporting Client (HRC) is not available.

The following table lists the historical reports that come with Unified IP IVR.

Table 6 Historical Reports enabled by product licensing

Report Name

Report Description

Application Performance Analysis Report

Summary information about calls received by each Unified IP IVR application.

Detailed Call by Call CCDR Report

Detailed information about each call received by the Unified IP IVR system.

Traffic Analysis Report

Summary information about calls received by the Unified IP IVR system during each day in the report range.

Real-time reports enabled by product licensing

The following table lists the real-time reports that come with Unified IP IVR.

Table 7 Real-time reports enabled by product licensing

Report Name

Report Description

Application Administration

Displays Overall Application Engine Activity.

Application Activity

Monitors Activity by Application.

Application Task

Monitors Activity by Task.

For how to run real-time reports and for full description of the preceding reports, see the Cisco Unified Contact Center Express Administration Guide.