Cisco Cisco Customer Voice Portal 8.0(1)

This chapter contains information about VoIP configuration for:

Using Customer Voice Portal and IP Phones with Cisco Call Manager.

Inbound routing.

Outbound routing.

It also describes some limitations that exist in the Customer Voice Portal Voice Browser concerning 
interaction with VoIP endpoints. 

For an overview of how the Customer Voice Portal uses Voice over IP Routing, see the Cisco Customer 
Voice Portal (Customer Voice Portal) Product Description. 

Audience: Call Center Managers, Customer Voice Portal System Managers, VoIP Technical Experts, 
ICM/NAM System Managers. 

The Customer Voice Portal can route calls to Cisco IP Phones, using the signaling services of the Cisco 
Call Manager (CCM), which acts as an H.323 Gateway for the IP Phones. 

Customer Voice Portal supports inbound calls to Customer Voice Portal from IP Phones in all three of the 
deployment models. But see 

From a Customer Voice Portal perspective, the CCM is similar in some respects to Voice Gateways, there 
are also significant differences. For Customer Voice Portal purposes, the most noteworthy difference is 
that the CCM does not support DNS lookups. Thus, when no Gatekeeper is present, all call routing 
configuration is performed on the CCM.

For Customer Voice Portal to connect to IP Phones through CCM, certain configuration rules must be 
followed. Specifically, the Customer Voice Portal Voice Browsers must be defined as Gateways on CCM, 
which enables CCM to receive multiple calls from the Voice Browsers.