Cisco Cisco Unified Customer Voice Portal 11.0(1)
Figure 2: H.323-Based Unified CVP Solution
H.323-Based Call Flow
If you are using H.323-based call control instead of the SIP-based call control described above,
then the SIP Proxy Server and SIP Service are replaced by a Gatekeeper and H.323 Service.
The message paths are a bit different as well; the Ingress Gateway consults the Gatekeeper but
does not pass messages through it, and the H.323 Service communicates with the IVR Service
rather than directly with Unified ICME.
then the SIP Proxy Server and SIP Service are replaced by a Gatekeeper and H.323 Service.
The message paths are a bit different as well; the Ingress Gateway consults the Gatekeeper but
does not pass messages through it, and the H.323 Service communicates with the IVR Service
rather than directly with Unified ICME.
Unified CVP Product Components
As mentioned above, Unified Customer Voice Portal is both a product and a solution. The
following subsections discuss the components specific to the Unified CVP product.
following subsections discuss the components specific to the Unified CVP product.
Call Server
The Call Server provides call control capabilities by means of the various services that make
up the Call Server: ICM Service, SIP Service, IVR Service, and H.323 Service.
up the Call Server: ICM Service, SIP Service, IVR Service, and H.323 Service.
Call Server: ICM Service
This software module is responsible for all communication between Unified CVP components
and Unified ICME. It sends and receives messages on behalf of the SIP Service, the IVR Service,
and the VoiceXML Service.
and Unified ICME. It sends and receives messages on behalf of the SIP Service, the IVR Service,
and the VoiceXML Service.
The ICM Service is a software module that always resides in the Call Server.
Call Server: SIP Service
This software module is a SIP Back-to-Back User Agent (B2BUA). On the front end, it supports
two SIP call legs, one incoming and one outgoing. This component does not terminate RTP
(Real-time Transport Protocol) traffic; it only deals with SIP messages. On the back end, it
works with the ICM Service to implement an interface to Unified ICME for call control functions
only (no VRU scripts).
two SIP call legs, one incoming and one outgoing. This component does not terminate RTP
(Real-time Transport Protocol) traffic; it only deals with SIP messages. On the back end, it
works with the ICM Service to implement an interface to Unified ICME for call control functions
only (no VRU scripts).
The purpose of a B2BUA is to act as an active intermediary for a call, communicating with both
the source and destination legs of the call, and providing third-party call control capabilities on
behalf of a third-party device such as the Unified ICME CallRouter. Because it must track the
call throughout its life, it becomes a key source of call-level reporting data and a natural place
for moderating call switching resources.
the source and destination legs of the call, and providing third-party call control capabilities on
behalf of a third-party device such as the Unified ICME CallRouter. Because it must track the
call throughout its life, it becomes a key source of call-level reporting data and a natural place
for moderating call switching resources.
Planning Guide for Cisco Unified Customer Voice Portal Cisco Unified Customer Voice Portal 4.1(1)
12
Chapter 1: - Product Overview
Unified CVP Solution Components