sections describe the differences between
Contact Center Enterprise (
Packaged CCE) and Unified Customer Voice Portal (Unified
CVP) scripting and show how they work together in common tasks.
Unified CCE and Unified CVP Scripting
Packaged CCE scripting offers call control such as how a
call should be treated based on time of day, call type, and so on. It also
handles queuing for an agent based on skill group or service. It determines
when to send the call to Unified CVP
example, to play prompts, collect call entered digits, and get or put
information in a database), or for queuing the call while waiting for an agent.
scripting offers IVR interaction, like playing a prompt based on an audio file
or text-to-speech or collecting caller-entered digits via touch tone or speech.
It also offers advanced features such as accessing an external database or web
service for information used in creating a dynamic caller interaction
experience. Examples include accessing current balance or storing collected
customer information in a database.
Packaged CCE scripting is used for routing the call; but
when the call needs to go to the
Unified CVP, a self-service component is enlisted with
Unified CVP scripts that have been created in Call Studio. For example, if a
customer calls a credit card company and gets a voice recorded message, the
Packaged CCE component makes the decision which script to
run, whether the interaction is treated as a sales call or a service call and
then selects which VRU (voice response unit) scripts get run, The call is then
sent to a VRU, which connects the call to the Unified CVP "self-service
accomplishes these tasks without the customer talking to an agent, such as
getting the account balance with touch tone activation or speech. Once the
information is collected control is then returned to the
Packaged CCE script. The
Packaged CCE script queues the customer for an agent, and
connects her to an agent.
Packaged CCE and Unified CVP Work Together
Packaged CCE and Unified CVP work together to perform such
such as a recording stating office hours, to a caller.
audio, such as a radio broadcast, to a caller.
caller-entered data, DTMF, or speech.
different types of data, such as an account number or balance, to a caller.
Moving calls to
other destinations. For example, forwarding calls to an agent.
Packaged CCE uses
Unified CVP messaging technology to direct Unified CVP and
to receive the responses from Unified CVP.
For more information
Packaged CCE working with Unified CVP, proceed to
Before You Begin.