Understanding Other Voice Applications
To provide you with an understanding of other applications available when using
the Cisco AVVID architecture, let’s consider specific solutions you’re likely to see
in your daily work.These are not the only solutions available, but they are some
of the most common.
IP Automated Attendant (AA) is the first application we’ll discuss. It is
extremely useful in large organizations where switchboard operators are normally
overworked. Automated Attendant, as its name suggests, provides automated functions
an attendant might normally perform. Mundane tasks, such as transferring a
call to an extension, do not need to be done by an operator. Now, by prompting
a caller as to whether they know the extension of the person they’re trying to
reach, or even the person’s surname, the call can be forwarded to that extension
without the intervention of an operator.Within these scripts (the same type used
by the IP-IVR), the caller can, of course, always be connected to the operator if
they don’t know the information they’re being asked.
AA can be run co-resident with Cisco CallManager, but it has limited scalability,
only allowing a maximum of ten ports. If more ports are needed, it can be
run on a separate server, but as with all of these applications, there are guidelines
available on the Cisco Web site that state the current maximum number of sessions
relevant to the hardware platform purchased.
Although AA may sound like an IP-IVR, there are some differences.The IPIVR
is more customizable, and has more features. If call answering and distribution
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is what is needed, then AA is more of a solution. However, if a queue point as
well as other IVR-type features are required, the IP-IVR should be used.
Similarly, the Cisco WebAttendant, like AA, is meant to ease an operator’s
workload.WebAttendant is a Web-based graphical user interface (GUI) that
works with a standard Web browser without making any changes to the browser
itself.The only thing needed for the installation is to download the application
from the Cisco CallManager Install Plug-ins page.
Cisco Conference Connection, meanwhile, is a software solution that provides
additional conferencing capabilities. Installed on a Media Convergence
Server, it scales far beyond the capabilities of Cisco Call Manager. It can also be
seamless integrated with Legacy PBX and PSTN.The Cisco Conference
Connection is a meet-me conferencing solution, which can essentially schedule a
conference where multiple parties dial a specific number at a specific time and,
using a Cisco IP phone, conference other members in.
Cisco IP phone productivity services allows any user utilizing a Cisco 7940
and Cisco IP Phone 7960 to view/listen to their voice mail/e-mail as well as
access their online personal calendar.This essentially means that a person with the
correct type of IP phone does not need to have a PC powered up to view e-mail
or see what their calendar looks like. In conjunction with this solution, there is
an IP phone services Software Development Kit (SDK) which allows developers
to create their own applications to the supported IP phones.