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Cisco ICS 7750 System Description
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Chapter 5 Summary of Software Applications Features
Internal Software Applications
Cisco IP Interactive Voice Response Product
Cisco IP IVR automates call handling by autonomously interacting with users. In
addition to handling traditional telephony contacts, IP IVR applications can
respond to HTTP requests and send e-mail.
Features
IP IVR automates call handling by using the following features:
•
Processes user commands that are selected from a menu, and provides
responses such as transferring to a sales department or listening to a recording
•
Performs prompt and collect functions to obtain user data such as passwords
or account identification
CRA Real-Time
Reporting
Generates reports of
system statistics
A web-based reporting tool for monitoring the
system.
Generates on-demand and scheduled reports about
system activity.
Provides reports of statistics for IP ICD agent and
group activity.
CRA Software
Developer’s Kit (SDK)
For creating or modify
CRA Editor steps for
customized
applications
A tool for adding or customizing functionality by
creating new subsystems and steps.
Requires knowledge and experience with Java
programming.
Must be installed with Cisco CallManager 3.1.
An optional tool that must be purchased as an
additional CRA application.
CRA Application
Administrator
For setting up and
modifying system
configuration
A web-based application for administering the CRA
applications.
Can be accessed from anywhere on the IP network.
Configures Resource Manager for IP ICD groups,
agents, and queues.
Table 5-8
Components of Cisco Customer Response Applications (continued)
Component
Key Function
Description
