Information Technology Reference
In-Depth Information
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Cisco Media Termination (CMT):
Configures CMT dialog groups (pools of channels) that handle prompt/response-based
DTMF interactions with callers.
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Core Real Time Reporting (RTR):
Provides information and statistics for contacts, sessions, and applications.
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Database:
Allows connections between the server and database and provides ODBC support.
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E-mail:
Allows the UCCX engine to send e-mails.
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Enterprise server:
Transfers data required for Cisco Agent Desktop screen pops.
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HTTP:
Allows the UCCX engine to respond to HTTP requests.
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MRCP ASR:
Allows scripts to use voice input in addition to DTMF input.
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MRCP TTS:
Provides text-to-speech capability.
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Resource Manager-Contact Manager (RmCm):
Allows the monitoring of agent phones, routing/queuing of calls, control
of agent states, and management of historical reporting.
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Voice browser:
Manages the voice browser (described elsewhere in this chapter). This subsystem is available only if Nuance
ASR is enabled.
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VoIP monitor:
Allows remote recording and monitoring.
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JTAPI:
Ensures communication between the UCCX engine and CUCM/CTI Manager.
Configuring UCCX
The installation and configuration of IPCC Express with CUCM consists of the following steps (at a minimum):
Step 1.
Configure CUCM and register Cisco IP phones.
Step 2.
Install and configure the UCCX.
Step 3.
Configure and load scripts.
