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The following sections describe the various features separately enabled by product licensing for Unified IP IVR.
For a list of all features enabled by Unified CCX licensing for all Unified CCX products, see the Cisco Unified Contact Center Express Administration Guide.
This chapter contains the following:
The word Included in the following table means that the related menu item is enabled for the product in that column.
Unified CCX Administrator Main Menu |
Menu Items |
Unified IP IVR |
---|---|---|
System |
Cisco Unified CM Configuration |
Included |
Control Center |
Included |
|
Datastore Control Center |
Included |
|
System Parameters |
Included |
|
Custom File Configuration |
Included |
|
Alarm and Tracing |
Included |
|
Tracing |
Included |
|
Logout |
Included |
|
Applications |
Application Management |
Included |
Script Management |
Included |
|
Prompt Management |
Included |
|
Grammar Management |
Included |
|
Document Management |
Included |
|
AAR Management |
Included |
|
Subsystems |
Cisco Unified CM Telephony |
Included |
ICM |
Included |
|
Database |
Included |
|
HTTP |
Included |
|
|
Included |
|
Cisco Media |
Included |
|
MRCP ASR/TTS |
Included |
|
Tools |
Plug-ins |
Included |
Real-Time Reporting |
Included |
|
Historical Reporting |
Included |
|
User Management |
Included |
|
Password Management |
Included |
|
Help |
Contents and Index |
Included |
For this Page |
Included |
|
Troubleshooting Tips |
Included |
|
Cisco Unified CCX Documentation on Cisco.com |
Included |
|
About |
Included |
The following table lists the availability of Unified CCX options not listed in the preceding menu list.
Option |
Unified IP IVR |
---|---|
Prompt Management |
Included |
Spoken Name Upload |
Included |
Plugin Editor |
Included |
Plugin - HR Client(1) |
Included |
Subsystem |
Unified IP IVR |
MRCP ASR (Add on) |
MRCP TTS (Add on) |
---|---|---|---|
Application |
Included |
not applicable |
not applicable |
ASR |
Included |
Yes |
not applicable |
Cisco Media Termination |
Included |
not applicable |
not applicable |
Core Reporting |
Included |
not applicable |
not applicable |
Database |
Included |
not applicable |
not applicable |
Included |
not applicable |
not applicable |
|
Enterprise Server Data |
Not Available |
not applicable |
not applicable |
HTTP |
Included |
not applicable |
not applicable |
ICM |
Included |
Yes |
|
JTAPI Telephony |
Included |
not applicable |
not applicable |
Resource Manager and Cisco Media |
Included |
not applicable |
not applicable |
TTS |
Included |
not applicable |
Included |
Voice Browser (VB) |
Included |
The Voice Browser subsystem is available only if MRCP ASR is enabled. |
not applicable |
Application Type |
Unified IP IVR |
---|---|
Cisco Script Application |
Included |
Busy |
Included |
Ring No Answer |
Included |
ICM Post Routing |
Included |
ICM Translation Routing |
Included |
The following table lists the Unified IP IVR packages with the Step Editor steps enabled in each.
Unified CCX Script Step |
Unified IP IVR |
---|---|
General1 |
Included |
Session |
Included |
Contact |
Included |
Call Contact2 |
Included |
Email Contact |
Included |
HTTP Contact |
Included |
Media |
Included |
User |
Included |
Prompt |
Included |
Grammar |
Included |
Document |
Included |
Database |
Included |
ACD |
Not Available |
Intelligent Contact Management (ICM) |
Included |
CM Telephony |
Included |
From Unified CCX 10.0(1), access the Historical reports using Unified Intelligence Center. Historical Reporting Client (HRC) is not available.
The following table lists the historical reports that come with Unified IP IVR.
Report Name |
Report Description |
---|---|
Application Performance Analysis Report |
Summary information about calls received by each Unified IP IVR application. |
Detailed Call by Call CCDR Report |
Detailed information about each call received by the Unified IP IVR system. |
Traffic Analysis Report |
Summary information about calls received by the Unified IP IVR system during each day in the report range. |
The following table lists the real-time reports that come with Unified IP IVR.
Report Name |
Report Description |
---|---|
Application Administration |
Displays Overall Application Engine Activity. |
Application Activity |
Monitors Activity by Application. |
Application Task |
Monitors Activity by Task. |
For how to run real-time reports and for full description of the preceding reports, see the Cisco Unified Contact Center Express Administration Guide.