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Shams Rishad
Beginner

Cisco's IVR: CVP, CUC, UCCX...???

Hi

 

I am new to this and I have some basic working knowledge on CUCM, but no knowledge on CUC/UCCX. A customer has generated a requirement for IVR, and while I was exploring, I came to know that there is CVP IVR, there is IVR in Unity as well. And UCCX is probably the full-blown contact center solution with IVR.

 

I would really appreciate if someone takes the trouble to briefly describe the differences between IVR functionality of the three products.

 

Rishad

1 ACCEPTED SOLUTION

Accepted Solutions

CUC Call Handlers are basic auto attendants /call trees / IVRs or whatever name you prefer. Menus of options that route to a mailbox, Directory Handler, or transfer to some destination. Simple.

CCX / IP IVR is a much more capable engine provides far more capability (eg SQL, RESTful APIs, arbitrary Java code). It’s widely used whenever CUC isn’t sufficient or if the customer needs an ACD.

CVP is an alternative to CCX / IP IVR which is typically used in distributed use cases or at much higher scale as part of PCCE/UCCE.

Use CUC unless it won’t support a technical requirement or the scale, then use either CCX/IP IVR or a cloud offering such as Twilio.

View solution in original post

4 REPLIES 4
Jaime Valencia
Hall of Fame Cisco Employee

I'd strongly suggest you reach out to a Cisco partner with voice specializations to present the requirements/needs in order to identify which option would be required, and given that you have not deployed any of the other products, assistance with the deployment and configuration to make sure there are no mistakes.

HTH

java

if this helps, please rate

Mmm... That's understandable, actually we are a Premier Partner too, but
this deployment is new to me, so I gotta learn.

I appreciate the suggestions for reaching out to specialists, but the
motive of this query was to understand the basic differences and brief
description of each. Help if possible. TIA.

CUC Call Handlers are basic auto attendants /call trees / IVRs or whatever name you prefer. Menus of options that route to a mailbox, Directory Handler, or transfer to some destination. Simple.

CCX / IP IVR is a much more capable engine provides far more capability (eg SQL, RESTful APIs, arbitrary Java code). It’s widely used whenever CUC isn’t sufficient or if the customer needs an ACD.

CVP is an alternative to CCX / IP IVR which is typically used in distributed use cases or at much higher scale as part of PCCE/UCCE.

Use CUC unless it won’t support a technical requirement or the scale, then use either CCX/IP IVR or a cloud offering such as Twilio.

Thanks so much. That clarified a lot.
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