IVR confusion

[michaelmiu]

Hello,

Are there two versions of IVR? One that comes bundled with IPCC Express and a second one which is part of the CRS platform (Cisco IP IVR)?

Thanks.

[Chris Deren]

It is the same IVR application, depending on what product you purchased. The IP-IVR would be used as a IPCC Enterprise solution as the IVR engine for ICM. The scripting is the same.

Chris

[michaelmiu]

Thanks Chris. What if I have IPCC Express Premium? I read that it has an integrated IVR? Does that mean that it is included in the CRS install when I select IPCC Express? This integrated IVR for IPCC Express Premium can reside on the same server unlike IP-IVR, correct?

[srikrama · Accepted solution]

Hi,

Yes you can have IPCC express premium IVR with crs installation itself on same server(crs server).For that you will require IPCC express premium package licence.

In premium package you can have advanced IVR,advanced CTI and advanced ACD options available.

For more details regarding advanced option in premium package refer following SRND 40 URL.(pg 1-7,8,9,10,11)

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

Regards

Srikanth

[michaelmiu]

Thanks Srikanth. I understand now. That link provides advanced IVR features. Do you know where I can get configuration, install details?

I'm trying to determine how IVR interacts with the Database to provide the customer profile-based routing/queueing.

[srikrama]

Hi,

IPCC Express interacts with database using CRS scripts.

Refer following url for how to interact with CRS scripts.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/administ/index.htm

(refer cisco CRS scripting and development series volume 1,2,3 section)

Also refer following URL for Cisco CRS administrators guide for database menu option.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/administ/index.htm

(refer Database menu option Pg-15-38)

Regards

Srikanth