Getting Started with Cisco Unified IP IVR Release 9.0(1)
Preface
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Preface

Preface

Use this guide as a starting point document when implementing a Cisco Unified IP IVR (Unified IP IVR) system before you install or configure your system. The purpose of this guide is to tell you what you need to know before you implement a Unified IP IVR system.

Note


Cisco Unified Contact Center Express (Unified CCX): Premium, Enhanced, and Standard is described in the Getting Started with the Cisco Unified Contact Center Express guide.
This guide:
  • Describes what you get with the Unified IP IVR.
  • Explains why you would use one product rather than the other.
  • Shows the available system architectural models for each product.
  • Describes the call or contact flow in the product deployments and describes how key system configuration parameters interact and depend on one another.
  • Lists the key Cisco Unified Communications Manager (Unified CM) configuration values on which Unified IP IVR depends.
  • Lists the key Unified IP IVR configuration values on which Cisco Unified ICME depends for your Cisco Unified Contact Center Enterprise (Unified CCE) system to work properly.
  • Lists the software you must install and configure and in what order these tasks must be done for Unified IP IVR to work.
  • Lists the Unified IP IVR configuration tasks.
  • References the documentation where you can find the procedures for installing and configuring the required software.

This section contains the following:

Audience

System installers and administrators or anyone who installs or configures a Unified IP IVR telephony system.

Organization

Section Title Description
Part 1 Unified IP IVR Overview An overview of both products.
Chapter 1 About Unified IP IVR A description of both products summarizing what is supported in each.
Chapter 2 Features enabled for each product by product licensing A comparative list of all the Unified CCX features enabled for each product by product licensing.
Chapter 3 Unified IP IVR architecture An overview with sample deployment models of Unified IP IVR architecture.
Chapter 4 Basic call and contact flow concepts Unified IP IVR concepts, call and contact flows, and configuration dependencies.
Part 2 Setting up Unified IP IVR with Unified CM How to install and configure Unified IP IVR independent of a Cisco Unified CCE system.
Chapter 5 Install and configure Unified CM for Unified IP IVR How to install and configure Unified CM for Unified IP IVR.
Chapter 6 Unified IP IVR installation and configuration How to install and configure Unified IP IVR.
Chapter 7 Deployment of sample script aa.aef How to deploy a sample Unified IP IVR script.
Part 3 Setting up Unified IP IVR with Unified CCE Everything you should be aware of when you install and configure Unified IP IVR within a Unified CCE system.
Chapter 8 Install and configure Unified IP IVR for Unified CCE How to install and configure Unified IP IVR for Unified CCE.
Chapter 9 Unified ICME for Unified CCE installation and configuration How to install and configure Unified ICME for Unified CCE.
Chapter 10 How to deploy the sample script BasicQ.aef How to deploy a sample Unified IP IVR script in Unified CCE.
Chapter 11 Unified IP IVR management About managing prompts, grammars, documents, and Unified CCX datastores.

Related documentation

This section lists
  • The main index pages listing Cisco Customer Contact documentation available on the web.
  • Other related web documentation and resources.

The following web addresses can give you additional information to that provided in this guide on Unified IP IVR.


Note


The web addresses referenced in this guide were accurate at the time this guide was written but may change. If an address does not work, visit Cisco.com and search for the related document at the Search prompt.
Table 1 Main index pages listing customer contact documentation available on the web
For information on ... See ...
Voice and Unified Communications Voice and Unified Communications
Cisco Unified CM Cisco Unified Communications Manager
Cisco Customer Contact Software Cisco Customer Contact Software
Cisco Unified CCX (Unified CCX) Cisco Unified Contact Center Express
Cisco Unified CCE Cisco Unified Contact Center Enterprise
Table 2 Other related web documentation and resources
For ... See ...
Cisco Unified IP Phones 7900 series Cisco Unified IP Phones 7900 Series
Unified IP IVR descriptions, datasheets, case studies, and other documents Cisco IP Interactive Voice Response
How to plan, design, implement, operate, and optimize a Unified Contact Center Telephony System IP Telephony and Cisco Unified Contact Center Enterprise technologies at Steps to Success
How to design a Unified IP IVR system Solution Reference Network Design (SRND) guides at Cisco Unified Contact Center Express Design Guides
How to deploy a Unified IP IVR system Training Resources IP Communications Training
How to install and/or upgrade a Unified IP IVR system Cisco Unified Contact Center Express Installation Guide at Cisco Unified Contact Center Express Install and Upgrade Guides
How to develop and program Unified CCX Scripts Cisco Unified Contact Center Express Scripting and Development Series manuals at Cisco Unified Contact Center Express End-User Guides
How to configure and administer a Unified IP IVR system without Unified CCE Cisco Unified Contact Center Express Administration Guide at Cisco Unified Contact Center Express Configuration Guides
How to install, configure, and maintain a Unified IP IVR system with Unified CCE Cisco IP Contact Center Installation and Configuration Guide at Cisco Unified Contact Center Enterprise
How to troubleshoot your Unified IP IVR system Cisco IP Interactive Voice Response Troubleshoot and Alerts

Cisco Unified Contact Center Express

Technical Support Technical Support & Documentation

Technical Support Overview

Cisco IP Interactive Voice Response

Cisco Unified Contact Center Express

Cisco Unified Contact Center Enterprise

Release Notes, Technical Notes, and Field Notices Cisco Unified Contact Center Express Troubleshooting TechNotes

Cisco Unified Contact Center Express Field Notices

Cisco Unified Contact Center Enterprise Troubleshoot and Alerts

Interoperability Information Interoperability Systems Support Resources
Unified IP IVR, and Unified CCE test data.

The previous product names (IP IVR, and IPCC Enterprise) might still be used with this test data.

Systems Test Release Set Documentation

Conventions

This manual uses the following conventions.

Convention Description
boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:
  • Choose Edit > Find.
  • Click Finish.
italic font
Italic font is used to indicate the following:
  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)
  • A book title. Example: See the Cisco Unified Contact Center Express Installation Guide.
window font Window font, such as Courier, is used for the following:
  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc </title></html>
< >
Angle brackets are used to indicate the following:
  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.

Obtaining the latest support information

For information on obtaining documentation, obtaining support, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

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