Cisco Systems ICS-7750 manual Cisco Customer Response Applications

Chapter 5 Summary of Software Applications Features

Internal Software Applications

Qualified Combinations of Product Releases

Cisco Unity Voice Messaging and the Cisco Unity–CM TSP have been qualified for the product combinations identified in Table 5-6.

Table 5-6 Qualified Combinations of Product Releases

Cisco Unity Voice	Cisco Unity–CM TSP	Cisco CallManager	ICS System Manager Core
Messaging Release	Release	Release	Software Release
3.0(1)	3.0(2)	3.1(2c)	2.1.0, 2.2.0
3.1(2)	3.1(2), 6.0(1)	3.1(2c), 3.2(1)	2.1.0, 2.2.0
3.1(3)	6.0(1)	3.1(2c), 3.2(1)	2.1.0, 2.2.0

Cisco Customer Response Applications

The Cisco CRA product family provides a variety of contact processing functionalities for a Cisco IP Telephony Solution. Each product in the CRA family includes features for automating interactions with customers.

The CRA products use the Cisco Customer Response Applications (CRA) Engine to run applications and to respond to customer inquiries. The software product that you choose determines the components, step libraries, and subsystems that you receive.

These are the products and components in the CRA product family:

•Cisco IP Interactive Voice Response (IP IVR)—Provides automated call handling and includes Cisco IP Auto Attendant (Cisco IP AA) for answering and directing calls

•Cisco IP Integrated Contact Distribution (IP ICD)—Answers, queues, and distributes calls to IP ICD agents.

Key Features

The Cisco Customer Response (CR) Platform builds on the Cisco IP Telephony Solution foundation to provide interactive telephony and multimedia services for customers.

The CR Platform provides the features and benefits described in Table 5-7.

	Cisco ICS 7750 System Description
5-14	78-10360-02