Information Technology Reference
In-Depth Information
As previously mentioned, UCCX has three main capabilities:
■
Interactive Voice Response (IVR):
Involves providing recorded messages over the phone to users, in response to user input
such as spoken input or DTMF tones.
■
Automatic Call Distribution (ACD):
Allows the automatic routing of incoming calls to agents on the basis of their
availability or how long they have been idle.
■
Computer Telephony Integration (CTI):
In the case of UCCX, this includes the capability to provide screen pop to agent
desktops during call transfer. Call information provided via screen pop can include number dialed, ANI, information input,
and so on.
CTI also provides the capability to interact with other Windows applications.
Depending on the particular UCC package in question, precise IVR functionality includes
■
Prompting and collecting DTMF input from callers
■
Playing messages to callers
■
Support for auto-attendant
■
Real-time notification (e-mail and so on)
■
(Basic) XML document processing
■
HTTP triggers (events that initiate scripts)
■
Support for Java
■
Media Resource Control Protocol (MRCP) integration for automatic speech recognition (ASR)
■
MRCP integration for text-to-speech (TTS) conversion
■
Voice XML (VXML) 2.0 support for ASR, TTS, and DTMF
