hi All,
I have been reading up the datasheet and admin guides for the uccx & ip ivr.
which i am slightly confused on the both working together.
Currently we are using the uccx10 for a simple ACD. ie A call-center number hotline for customer to dial: that forwards/queue to about 10 agents
Now that we would like to include some sort of IVR
Scenario:
Customer dials the hotline number: IVR pickes up and request for customer to input #1 for sales, #2 for technical support, #0 for operator.
Ive checked with Cisco partner helpline, they mentioned that there is no need to install another VM instance of IP IVR, as ip ivr is just a matter of license purchase on top of the CCX.
However based on the IP IVR cisco doc below:
All Unified CCX product packages are mutually exclusive. This means that only one of them can be installed
at any point in time on a Unified CCX server. If multiple licenses are installed, then priority is given to the
package with the highest number at the left in the following list:
1 Unified IP IVR
2 Unified CCX Standard
3 Unified CCX Enhanced
4 Unified CCX Premium
This means, for example, that Unified CCX Standard has a higher priority than Unified IP IVR, and if both
are installed on the same Unified CCX server, you will only be able to use Unified CCX Standard
Appreciate any insight: