New Features
The following features are available in this release:
Edge Chromium Browser Support
This release supports Edge Chromium (Microsoft Edge). For information about supported versions, see the Contact Center Enterprise Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.
Customer Virtual Assistant
Customer Virtual Assistant (CVA) enables the IVR Platform to integrate with cloud-based speech services. CVA provides the following speech services:
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Text to Speech: Integration with cloud-based TTS services in your application for Speech Synthesis operations. CVA currently supports Google Text to Speech service.
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Speech to Text: Integration with cloud-based ASR services in your application for Speech Recognition operations. CVA currently supports Google Speech to Text service.
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Speech to Intent: CVA provides capability of identifying the intent of customer utterances by processing the text received from Speech to Text operations. CVA offers this service by using cloud-based Natural Language Understanding (NLU) services CVA currently supports Google Dialogflow service.
For more information, see Customer Virtual Assistant chapter in Feature Guide for Cisco Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html.
Smart Licensing
This release introduces Smart Licensing that delivers visibility into your license ownership and consumption. Smart Licensing helps you to procure, deploy, and manage licenses easily and report license consumption. It pools license entitlements in a single account and allows you to move licenses freely through the virtual accounts.
Smart Licensing registers the product instance, reports license usage, and obtains the necessary authorization from Cisco Smart Software Manager or Cisco Smart Software Manager On-Prem.
For more information, see Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html
Send DTMF
This feature supports playing a Dual Tone Multi Frequency (DTMF) tone as a prompt in VVB.
For more information, see Developer Guide for Cisco Virtualized Voice Browser at https://developer.cisco.com/site/customer-voice-portal/documents/virtual-voice-browser/.
DTMF Tone Overlay
DTMF tone overlay provides the capability to enable injection of DTMF tones (overlay) on the caller stream at random intervals during the recognition of sensitive data. For more information, see Digits chapter in CVP Element Specification Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.
Voice Activity Detection (VAD)
VAD enables VVB to handle events like start of speech, end of speech, total recording duration to reduce the initial silence duration based on configuration from Call Studio. It also enables configuring Cisco VVB to various levels of silence sensitivity.
For more information, see Record chapter in CVP Element Specification Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.
Waveform URI
Record utterance uses Waveform URI to enable application developers to collect URI for the recordings done in the ASR systems.
A new parameter recordutterance is introduced in the Form element in Call Studio. When the value of this parameter is set to true, the recordings are done in the ASR systems and the URI of the recording is sent back to VXML server for further use.
For more information, see Form chapter in CVP Element Specification Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.
VVB Media Streaming
VVB now supports continuous streaming of media through HTTP(S) from a streaming URL.
For more information, see Audio chapter in CVP Element Specification Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.
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