CU*Answers Network Services

CIC includes a programmable interactive voice response system with all the capabilities of the most expensive dedicated systems.

Feature Overview

• Fully Customizable
• No Limits on Menus
• No Limits on Creativity
• Built-in Database and Web Services Access
• Built in Host Mainframe access for IBM Mainframes
• Support for SRTP
• Built-in E-mail integration to MS Exchange, Lotus Notes and supported SMTP/IMAP4 compliant mail platforms (including certain iPlanet and Novell Groupwise versions)
• Full Power of CIC Application Generator – the Interaction Designer (See the Interaction Designer section of this feature list for more details)
• TTS & Speech recognition support

Voice Prompts/Music Recordings

• Large Prompt Library Included
• Music Recordings Included
• Key-ahead Prompting – callers can key ahead if they already know the touch-tone options they wish to select
• Language Selection – play the appropriate language based on DNIS, touch tone input, ANI, database status, etc.
• On the fly concatenation of prompts
• Record Prompts in the graphical application design environment
  • Record the prompt
  • Play
  • Edit
  • Delete
  • Save
  • Import .wave files
  • Export .wav files
  • Trim Leading Silence
  • Trim Trailing Silence
• Prompt Definition
  • Name
  • Duration
  • Modification Date
  • Description
• Prompt Storage
  • Multiple Prompts per File
  • Quick Access Format

Automated Attendant Functionality (see Interaction Attendant for more information)

• One or Many Operators
• Single Line for Voice and Fax
• Support for audio text applications
• Support for multiple menu layers

IVR While On-Hold in ACD Queue

• Unlimited Music/Messages
• Use Standard .wav files
• Configurable announcement for place in queue and average wait time.

Database Integration

• Supports All ODBC-Compliant Databases
• Access Multiple Databases Concurrently
• Query, Insert, Update, Delete, Use DDL
• Connections are Cached

Support for Stored Procedures

• MQ Series Tools for Host Mainframe access
• Mainframe Integration using 3270 or 5250 terminal emulation. Note: this requires Microsoft SNA server – see your systems engineer for details.

Integration with SOAP web services

• Complete set of tools to integrate with XML based web services using HTTP. See the section about Application Generation for all tools available from the system.

Use Any Interaction Capability

• Telephony
• Fax
• E-mail
• Web Services

System Updates and Additions

• On-line
• No Restart Required
• No downtime when activating updates

Graphical Application Design Tool (see detailed description)

Detailed and Summary Reporting (see reporting section for details)

• Detail level call records
• Easily enable IVR reporting in Interaction Attendant
• Alternative customized reporting per IVR application

Support for TTS Engines

• The following TTS engines have been certified:
  • Microsoft SAPI 5
  • Loquendo TTS Engine
  • Nuance Vocalizer
  • Nuance Realspeak
  • Please see our support documentation for versions of certified TTS engines)

Support for Speech Recognition Engines

• A rich set of Speech tools is included in Interaction Designer which allows you to create a full speech enabled IVR. The following Speech Recoqnition Engines have been certified so far:
  • Nuance ASR Engine
  • Nuance OpenSpeech Recoqnizer (OSR) Engine 3
  • Loquendo ASR Engine

VoiceXML Interpreter

• The VoiceXML Interpreter server interprets VoiceXML applications.
• VoiceXMLSvr will connect to the Notifier on the CIC system (called the Control Notifier) and will register itself to handle the requests described below:
  • Initiate Session URL
  • Initiate Session
• The following Tools have been added for the Interpreter:
  • VoiceXML Initiate
  • VoiceXML Async Initiate
  • VoiceXML Initiate Document
  • VoiceXML Async Initiate Document
• VXMLHostSvr or the VoiceXML document manager host server is used by VoiceXMLSvr to upload resources (prompts and grammars) to the CIC server. The VXMLHostSvr handles the following request messages:
  • Interpreter Login
  • Reserve Filename
  • Upload File
  • Download File
  • Release File
  • Exchange Stream Endpoints
• Compliant with VoiceXML 2.1

• Customer Interaction Center Integration with Microsoft Office Communications Server
• Customer Interaction Center PBX Feature List
• Customer Interaction Center ACD Feature List
• Customer Interaction Center Supervisory Monitoring Feature List
• Customer Interaction Center IVR Feature List
• Customer Interaction Center Unified Messaging and Voice Mail Feature List
• Customer Interaction Center Interaction Fax Feature List
• Customer Interaction Center Interaction Client Feature List