Release Note

Glossary

GL-10

Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)

Field (also database field)

An item in a database record. For example, Name, City, or Zip Code. A group of fields make up a record.

Grammar

A set of spoken phrases or DTMF digits that can be recognized by a script.

ICME

See Unified ICME

Interactive Voice Response

See IVR.

IP Phone Agent

A Unified CCX agent without a personal computer. The agent logs in, logs out, and changes states using

the Cisco IP Phone screen.

IVR

Interactive Voice Response. A system that provides information as recorded messages over telephone

lines in response to user input in the form of spoken words or, more commonly, DTMF signaling.

Java Database Connectivity

See JDBC.

Java Telephony Application Programming Interface

See JTAPI.