by olivier | Mar 8, 2010 | UCCX, Written Theory
Here are the functionalities that IVR can provide depending the licensed version:
- Prompting and collecting DTMF input from callers
- Playing messages to callers
- Support for Auto-Attendant
- Real-time notification (email and so on)
- Basic XML document processing
- HTTP triggers (events that could initiate an events)
- Support for JAVA
- Media Resource Control Protocol (MRCP) : needed to integrate ASR or TTS
- Voice XML (VXML) 2.0 support for ASR, TTS and DTMF
- Database integration
- IVR port call record
- Remote silent monitoring
by olivier | Mar 8, 2010 | UCCX, Written Theory
Let’s review the three capabilities of the IPCC :
- Interactive Voice Response (IVR) : It is the opportunity to play recorded messages over the phones to users. IVR is then able to react to user input like spoken input or DTMF tones.
- Automatic Call Distribution (ACD) : It is the ability to provide automatic call routing for incoming calls and the opportunity to send these calls to agents based on their availability or how long they have been idle.
- Computer Telephony Integration (CTI) : It is the opportunity to provide screen pop to agent desktops during call transfer. these call information provided via the pop-up can be the number dialed, th ANI , information inputs and so on. CTI is also able to interact with windows applications.
by olivier | Mar 8, 2010 | UCCX, Written Theory
IPCC Express is a contact center solution deployed in Cisco AVVID and IPT Telephony environments. It provides the following functions:
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Computer Telephony Integration (CTI)
IPCC Express is a part of the Cisco Customer Response Solution (CRS) platform.
