Specifications

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CHAPTER 4 VOICE AND IP
COMMUNICATIONS
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CHAPTER
4-1
Voice and IP Communications at a Glance
4
Voice and IP Communications
Voice and IP Communications at a Glance
Product Features Page
Cisco CallManager 4.1
• The software-based call processing and call control component of Cisco’s IP Telephony
solution
• Resides on Cisco Media Convergence Servers (MCS), or selected third-party servers
(CallManager 4.1)
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Cisco Unity—Unified
Messaging and Voice Mail
Voicemail and unified messaging system delivers all messages into single inbox for access via
phone, email or Internet
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Cisco CallManager
Express
• IOS ® -based call control - supported on standard Cisco multiservice routers
(1751,1760,2600XM,3600,3700, and IAD 2400 series)
• Configurable Key-system or Hybrid-PBX feature set for up to 100 users
• Intuitive GUI for system administration and administration
• Supports all Cisco standard IP phones
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Cisco Unity Express
• Integrated voice mail and automated attendant services locally delivered for either Cisco
CallManager or Cisco CallManager Express solution
• Leverages the data infrastructure; supported on broad range of Cisco access routers and
new Cisco Integrated Services Routers
• Increases employee productivity and customer service for businesses of various sizes and
operational models
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Cisco Emergency
Responder
• Works with Cisco CallManager to automatically provide E9-1-1 features in North America,
and is compatible with any emergency number including 112 in Europe, 999 in UK, and 000
in Australia.
• Dynamically tracks the location of IP phones, routes emergency calls to the appropriate
E9-1-1 network, and provides the current location information to E9-1-1 call center
dispatchers.
• Provides real-time alert notifications to on-site or contracted security groups, to facilitate a
timely response to emergency situations.
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Cisco IP Contact Center
(IPCC) Enterprise Edition
Delivers intelligent call routing, network-to-desktop CTI, and multi-channel contact
management to contact center agents over an IP infrastructure.
• Pre-routing and post-routing of contacts
• Ability to handle voice, Web and e-mail contacts, as well as inbound and outbound
campaigns
• Computer telephony integration, universal queue, IVR integration and remote agent support
• Complete supervisory, administration and reporting for the contact center
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Cisco IPCC Hosted Edition
Offers full IP-based contact center services from its network. The only required customer
premises equipment (CPE) are Cisco IP Phones, agent PCs, and a Cisco AVVID network
enabled for quality of service (QoS).
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Cisco IP Contact Center
Express Edition
• A software-based ACD, IVR, and CTI application for departmental, enterprise branch, or
small to mid-sized contact centers with Cisco IP Telephony networks based on Cisco AVVID.
• Provided in Standard, Enhanced and Premium versions
• Offers an open systems platform allowing ease of installation and configuration
• Provides a graphically driven workflow editor providing a common interface for creating
interactions, or call flows, and creates business logic between IVR and ACD functions
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Cisco IP IVR
Provides a feature-rich foundation for the creation of an IP-based interactive voice response
(IVR) system that is open and expandable.
• Provides an IP-empowered application-generation environment for self service and call
treatment solutions
• Offers Web-based activation and administration
• HTML, XML, ODBC, JDBC integrations supported
• Offers optional Automatic Speech Recognition and Text to Speech
• Extendable through custom Java steps
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Cisco Customer Voice
Portal
Offers a Web-based prompt, collect, queuing, and call control service, using standard
Internet technologies
• Offers a Web-based, self-service IVR option enabling customers to; pay a bill, order
products and track delivery, locate a dealer, schedule a pickup, change name and address
information, make travel arrangements, check payment status, receive notification of
unusual activity, or request literature or product information
• Supports automatic speech recognition (ASR) and text to speech (TTS)
• Integrates fully with both traditional TDM and IP-based contact centers
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