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VA Technical Reference Model v 21.5

Acqueon iAssist for Cisco Unified Customer Voice Portal (CVP)
Acqueon iAssist for Cisco Unified Customer Voice Portal (CVP) Technology

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Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

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Description: iAssist from Acqueon Technologies Inc. is an Interactive voice response (IVR) application that provides customer interaction modules for Cisco Unified Customer Voice Portal (Cisco CVP). IVR is a technology that allows a computer to interact with customers through the use of voice and dual-tone multi-frequency (DTMF) tones input via keypad. IVR features provided by iAssist include customer callback, surveys, automated call status information, automated directing of customers to specific enterprise offices, and others. Product is provided as a third-party component of customer call center solutions.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.6
Decision Date: 06/19/2020
Aliases: Interactive voice response (IVR)
Introduced By: TRM Request
Vendor Name: Acqueon Technologies Inc.
- The information contained on this page is accurate as of the Decision Date (06/19/2020).