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.
Cisco Unified Contact Center Express (Unified CCX):
Premium, Enhanced, and Standard is described in the
Getting Started with the Cisco Unified Contact Center
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
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
References the documentation
where you can find the procedures for installing and configuring the required
About managing prompts, grammars, documents,
and Unified CCX datastores.
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.
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
Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:
Choose Edit > Find.
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, 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: