Basic Prompt and Collect IVR. Basic IVR ports provide a queue point, custom messaging and prompting, caller input collection, and processing via DTMF
decoding. Decoded DTMF input may be used for both routing and screen pop purposes. Basic call controls such as terminate,
transfer, and place call are also supported as part of the basic IVR functionality.
Note
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Basic IVR port and Advanced IVR port cannot be mixed in the same configuration. Advanced IVR port includes all features available
in Basic IVR port.
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Included as a part of advanced IVR port
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Included
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Included
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High Availability Failover. With HA, failure of the active server can be detected and the IVR subsystem can automatically fail over from the active
to the standby server. All IVR functions will be restored on the standby server.
Note
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All calls in queue and calls receiving IVR call treatment will be lost. Calls already transferred to the agent will be preserved.
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Optional with HA license
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Optional with HA license
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Optional with HA license
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Advanced IVR Port Database Integration. The Unified CCX server can interoperate with any JDBC-compliant database. Databases tested and supported by Cisco are listed
in Cisco Unified CCX Software and Hardware Compatibility Guide, which is available at:
https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.
Data retrieved from databases can be used with the conditional routing capabilities to provide customer profile-based routing
and queuing. Database integration also provides the ability to offer complete self-service applications to callers. Database
views are not supported using the Unified CCX Editor database steps, but database views can be accessed using Voice XML or
Java logic modules.
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Included
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Not available
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Included
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Advanced IVR Ports HTTP Triggers (the web analog to Unified CM Telephony) to invoke and run a workflow. HTTP triggers enable a Unified CCX to receive a customer contact request through an HTTP request. This approach allows web
users to be offered service through a "click to talk to an agent" button. Information collected using the web (a customer call back number, account number, shopping cart content, and so on)
can be passed to the Unified CCX script to allow customer profile-based routing and a data-rich window. These contacts can
be prioritized and routed using the same methods available to normal inbound voice callers.
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Included
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Not available
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Included
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Advanced IVR Port SMTP outbound mail subsystem that may be used at run time under workflow control to send an email message. Third-party paging or fax products that accept an incoming email message to invoke a page or fax service may use this subsystem
to provide real-time paging and fax responses in addition to email responses.
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Included
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Not available
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Included
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Advanced IVR Port VoiceXML 2.0 Support
Unified CCX supports executing application logic developed with the VoiceXML (VXML) standard. VXML is required for certain
complex grammar ASR and TTS interactions and is optional for a DTMF or simple ASR or TTS voice interaction service. VXML allows
organizations to reuse application logic from other applications, such as a transaction server to a mainframe database. For
the complete list of supported VXML tags and attributes, see Cisco Unified Contact Center Express Getting Started with Scripts.
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Included
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Not available
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Included
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Advanced IVR Port Java Support. The Unified CCX server can support the defined logic using Java. Java support allows the reuse of logic from the existing
web and Java applications.
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Included
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Not available
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Included
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Advanced IVR Port Automatic Speech Recognition via MRCP. ASR provides the ability to use natural human speech to replace DTMF keypad presses as a way to interact with IVR applications.
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Optional with purchase of compatible ASR product
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Not available
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Optional with purchase of compatible ASR product
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Advanced IVR Port Text to Speech via MRCP. TTS provides the ability to use flat text files as input to a computer-generated speech engine. TTS can replace prerecorded
human speech in IVR applications.
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Optional with purchase of compatible TTS product
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Not available
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Optional with purchase of compatible TTS product
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General IVR Features
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Play messages to callers: Music on hold
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Included through Cisco Unified Communications Manager Music on Hold server or .wav file
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Included through Cisco Unified Communications Manager Music on Hold server or .wav file
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Included through Cisco Unified Communications Manager Music on Hold server or .wav file
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Play messages to callers: Prompts
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Included through .wav file
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Included through .wav file
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Included through .wav file
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Play messages to callers: Combine prompts, music, and messages
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Included and fully customizable
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Included and fully customizable
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Included and fully customizable
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Capture and process caller DTMF input
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Included
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Included
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Included
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Automated-Attendant support
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Included and fully customizable
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Included and fully customizable
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Included
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Database integration
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Included
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Not available
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Included
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Automatic Speech Recognition (ASR)
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Optional through Media Resource Control Protocol (MRCP)
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Not available
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Through Media Resource Control Protocol (MRCP)
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Text to Speech (TTS)
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Optional through MRCP
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Not available
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Optional through MRCP
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Real-time notification services (email; support for paging and fax)
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Included (paging and fax require integration with third-party services)
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Not available
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Included (paging and fax require integration with third-party services)
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VoiceXML for ASR, TTS, and DTMF
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Included
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Not available
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Included
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Read data from HTTP/S and XML pages
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Included
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Included
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Included
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Run workflows through HTTP/S request
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Included
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Not available
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Included
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Integrated self-service application support
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Included
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Not available
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Included
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Retrieve XML data using HTTP/S mechanism
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Included
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Not available
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Included
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Retrieve XML/JSON based data using generic REST API call
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Included
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Not available
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Included
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