There are two major components to IP-IVR: the Customer Response
Application (CRA) Engine, and the CRA Editor.The IP-IVR is just a subset of
the CRA’s abilities. It is also used in the setup of scripts for the Automated
Attendant as well as other types of Cisco-related solutions.
The CRA Editor is a downloadable and installable GUI that allows users to
download and edit scripts for any CRA engine regardless of its geographical location
in the network. Due to the nature of IP, any of these components can be
located anywhere throughout the IP network.The CRA Editor is able to test these
scripts (those shown to you in the previous examples), and once tested and customized,
upload these scripts to the CRA Engine for use in a live environment.A
script is made up of multiple individual steps that should cater to all possibilities
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Designing an IVR Script
When a customer wants to integrate an IVR into their contact center
solution, normally an IVR is either over- or under-engineered. To help
minimize the amount of time spent on IVR configuration, you need to
identify the customer requirements, understand how the calls flow
through the network, and put a flow chart in place that describes the
solution. Once this is done, it will then give you the ability to quickly and
efficiently deploy IVR scripts. Also, the IVR is normally the customers’ initial
access into the network, so it needs to be set up in a manner that is
simple and effective, providing customers with an easy-to-navigate,
easy-to-listen-to initial contact with your company.
Designing & Planning…
202 Chapter 7 • AVVID Applications
while a caller is in the queue. For example, what happens if the customer does not
press any buttons, or presses a button that is either not in use, or is an incorrect
choice. All of these eventualities need to be foreseen, and the CRA Editor lets you
cater to all these eventualities.
The CRA Engine is the application that runs the scripts you have created or
edited with the editor.Within the CRA Engine are multiple subsystems, not all of
which are needed depending upon which components are installed. Please refer to
the Getting Started Guide to find out more about which subsystems are required,
as well as their function.The subsystems that are most relevant are the JTAPI, ICM,
and database subsystems.The subsystems control the connections between the ICM
as well as the Cisco CallManager, which in an IPCC are critical. Figure 7.1 illustrates
the administration of applications for the .