Cisco Systems ICS-7750 manual Cisco IP Interactive Voice Response Product, Features, 5-19

Chapter 5 Summary of Software Applications Features

		Internal Software Applications
Table 5-8 Components of Cisco Customer Response Applications (continued)
Component	Key Function	Description
CRA Real-Time	Generates reports of	A web-based reporting tool for monitoring the
Reporting	system statistics	system.
		Generates on-demand and scheduled reports about
		system activity.
		Provides reports of statistics for IP ICD agent and
		group activity.
CRA Software	For creating or modify	A tool for adding or customizing functionality by
Developer’s Kit (SDK)	CRA Editor steps for	creating new subsystems and steps.
	customized	Requires knowledge and experience with Java
	applications
		programming.
		Must be installed with Cisco CallManager 3.1.
		An optional tool that must be purchased as an
		additional CRA application.
CRA Application	For setting up and	A web-based application for administering the CRA
Administrator	modifying system	applications.
	configuration	Can be accessed from anywhere on the IP network.
		Configures Resource Manager for IP ICD groups,
		agents, and queues.

Cisco IP Interactive Voice Response Product

Cisco IP IVR automates call handling by autonomously interacting with users. In addition to handling traditional telephony contacts, IP IVR applications can respond to HTTP requests and send e-mail.

Features

IP IVR automates call handling by using the following features:

•Processes user commands that are selected from a menu, and provides responses such as transferring to a sales department or listening to a recording

•Performs prompt and collect functions to obtain user data such as passwords or account identification

	Cisco ICS 7750 System Description
78-10360-02		5-19