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This chapter contains the following:
The following product name conventions are used in this guide:
The Unified IP IVR (Interactive Voice Response) is a Unified CCX product package that provides IP call queuing and IP intelligent voice response functionality for a contact center.
The Unified IP IVR uses the script editor and it can be configured to play static or dynamic prompts, to offer menus to callers, queue a call, play music, and so on.
All Unified CCX product packages are mutually exclusive. This means that only one of them can be installed at any point in time on a Unified CCX server. If multiple licenses are installed, then priority is given to the package with the highest number at the left in the following list:
This means, for example, that Unified CCX Standard has a higher priority than Unified IP IVR, and if both are installed on the same Unified CCX server, you will only be able to use Unified CCX Standard.
The following table lists the Unified CCX features supported in each product.
Feature |
Unified IP IVR |
---|---|
Hardware configuration |
Cisco UCS and Cisco approved partner servers |
Software configuration |
Client-server software |
Vendor systems |
Unified CM 8.x, Unified CM 9.x |
Operating systems |
Runs on Unified Communication Operating System (Red Hat Enterprise Linux) |
Maximum number of CTI ports per server |
400 |
CTI (Computer Telephony Integration) option |
Included |
|
Included |
Database |
Included |
Read data from HTTP and XMLpages |
Included |
MRCP ASR/TTS |
Optional using Media Resource Control Protocol (MRCP)-order from a 3rd party vendor For the currently supported MRCP ASR/TTS vendors, see the current at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html. |
Play messages to callers—music |
Included using Unified CM Music On Hold server or .wav file |
Play messages to callers—prompts |
Included using .wav file |
Play messages to callers—combine prompts, music and messages |
Included and fully customizable |
Capture and process caller Dual Tone Multifrequency (DTMF) input |
Included and fully customizable |
Capture and process caller DTMF input under VXML control |
Included |
Automated attendant support |
Included and fully customizable |
All languages |
Included, if installed. |
Inbound HTTP request |
Included |
Historical reporting |
Included, but limited to Unified IP IVR reports From Unified CCX 10.0(1), access the Historical reports using Unified Intelligence Center. Historical Reporting Client (HRC) is not available. |
Custom scripting using Unified CCX Drag and Drop Editor |
Included. Has full editing features. All types of applications including ICM, Busy, and RNA are available. |
JTAPI Telephony triggers |
Included |
HTTP triggers |
Included |
Conditional routing (time of day, day of week, custom variables, and so on.) |
Included |
Overflow, interflow, intraflow routing |
Included |
Run defined workflow using HTTP request |
Included |
Integrated self-service application support |
Included |
Note | To check for the current versions of the preceding software supported by your version of Unified IP IVR, see the at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html. |
The following table summarizes the description of the Unified IP IVR package
Product Package |
Available Licensed Components |
Purpose |
---|---|---|
Unified IP IVR |
Allows contact-center applications to handle "typical" questions by letting callers interact directly with back-end databases without agent intervention. This includes integration with Unified CCE if needed. This also includes three subsystems and three corresponding editor pallets: |
Note | Three basic Historical Reports (IVR Traffic Analysis Report, IVR Application Performance Analysis Report, and the Detailed Call by Call CCDR Report) are available with both packages without needing a separate license. All supported Unified CCX languages are included in both packages; it is up to you to install the languages you want. |
Unified IP IVR software is a multimedia (voice, data, web) IP-enabled interactive voice response solution that automates call handling by autonomously interacting with contacts.
Using Unified IP IVR, you can create applications to do the following:
Interpret voice data (as well as keyboard data).
Translate text to speech.
Send and respond to HTTP requests.
Send email.
Enable Unified CCX to interact directly with back-end databases through ODBC (Open Database Connectivity) support without agent intervention.
Unified IP IVR applications have ODBC support. Unified IP IVR applications can access Microsoft Structured Query Language (SQL) servers and Oracle, Sybase, and IBM DB2 databases.
Note | To check for the current versions of the preceding software supported by your version of Unified IP IVR, see the at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html. |
Unified IP IVR supports the following subsystems:
Subsystem Type |
Purpose |
---|---|
MRCP Automatic Speech Recognition (ASR) The number of ASR ports should be less than or equal to the number of IVR ports. If there are more ASR ports than IVR ports, then the excess ports are automatically disabled. |
Allows a script to respond to voice input in addition to DTMF (Dual Tone Multi-Frequency), the signal to the telephone company that is generated when you press a key on a telephone keypad. This allows a caller to verbally convey information to the system for processing instead of pressing keys on a touch-tone telephone. |
MRCP Text To Speech (TTS) |
Composes voice prompts that are generated in real time from text, such as speaking the words in the text of an email message. TTS is primarily used to convey information obtained from a database or other source that is non-repetitive. Examples of such information include name and address verification. Repetitive information, such as numbers comprising an account balance, normally is not conveyed using TTS. Although text to speech technology has improved greatly since its inception, the tone still sounds mechanical. So it is best used only when the information possibilities make wave file generation impossible. |
|
Adds components to the Unified CCX Engine that allows it to send email messages. |
Database |
Handles the connections between the Unified CCX server and the enterprise database. Also provides Open Database Connectivity (ODBC) support. See Compatibility Information for the latest versions of the database software that are supported at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html. |
Inbound HTTP Request |
Adds components to the Unified CCX Engine that allow it to respond to HTTP requests. |
Voice Browser |
Manages Voice Browser functionality. |
The following table describes the sample Unified IP IVR scripts automatically included with your Unified IP IVR system.
Sample Script Template |
Description |
---|---|
Auto Attendant |
Allows a caller to call an agent by entering an extension number or the first few characters of an associated username. If ASR is enabled, the caller may simply speak the extension or the user name. |
Spoken Name Upload |
Enables Unified CM users to call in, authenticate their identities, and replace their spoken names with newly recorded announcements on their telephones |
Voice Browser |
Uses ASR functionality to allow a caller to access information from VoiceXML-enabled web sites. |