IVR or CVP, Script Editor or Call Studio

[iptuser55]

Hi

I`m looking to start UCCE work after working on UCCX and would like to understand the following terms

IVR or CVP - what is the difference what are the major differences ?

writing script - Script Editor or Call Studio and when do you use one over the other?

Also can anyone recommend a good video , youtube sessions to review. I`m due to complete the AUUCE courses soon and looking for some background before I attend

I've previous work on UCCX and Nortel symposium scripts so have a good idea on call flow  etc

thanks

[Suresh Hudda]

You may start reading about UCCE components first (Logger, Router, CVP, CUIC, CTI OS, HDS, Finesse, VXML Gateways etc).

Anyway, below is my view on queries which you have raised.

CVP: Customer Voice Portal provides the IVR and queuing functionalities to callers. IVR functionalities can be provided by any voice portal (e.g. Avaya voice portal also) and voice mail applications also provides little bit functionality of IVR like CUC, CUE, Nortel Call pilot, Avaya MM etc. So we cant compare CVP & IVR with each.

Script editor is used to create scripts for ICM and whereas Call Studio is used to create/develop applications for CVP (once you develop an application then you need to upload it on CVPs). Script editor provide flow editor to create ICM's scripts and Call studio provides two options; one is flow editor and another one is using java.

Below are some videos on Youtube which explains call flow and scripting overview and there you can find more videos as well...just explore :-) https://www.youtube.com/watch?v=p46zEgCetbY

https://www.youtube.com/watch?v=Lj_PW5ZvWBU

Suresh