Cisco Cisco Customer Voice Portal 8.0(1)

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Cisco Customer Voice Portal (CVP) Release 3.1(0) Configuration and Administration Guide

Chapter 2 Using NAM/ICM with the Customer Voice Portal IVR Solution

Cisco ICM Warm Consult Transfer/Conference to CVP

Step 3

(IP-originated calls only). Determine if customer business callflows require that IP phone users call CVP
directly (as described in the second paragraph of the Description of the ICM Warm Consult
Transfer/Conference to CVP feature section). Find the maximum number of IP-originated calls that
could simultaneously be active in CVP at any one time. For example, you find the number is 30. Each
call requires 2 MTP resources, so the total MTP resources required would be 60.

Step 4

Add the two numbers obtained from steps 2 and 3 (in this example, 72 + 60). This is the number of MTP
resources that must be allocated in Call Manager.

It is recommended that you allocate some additional percentage of MTP resources to handle unexpected
call volume spikes. Either software or hardware MTP may be used, keeping in mind that software MTP
consumes significant CallManager CPU resources.

Configuration for the ICM Warm Consult Transfer/Conference to CVP feature

To configure the ICM Warm Consult Transfer/Conference to CVP feature, do the following:

Step 1

Install the new CVP machine. It can be configured identically to all other CVP machines, with the
exception of the following:

–

Define it as a Type 2 VRU in Network VRU Explorer in ICM.

–

Network Transfer Preferred must be disabled for this peripheral

–

In AppAdmin, add the Translation Route DNIS's that you will define in Step 5 using:

•

CallDefinitions -> Select Group 200 -> Add New DNIS

Be sure to add each Translation Route DNIS.

Step 2

If the CVP machine resides in a different location from the CallManager cluster initiating the calls, WAN
bandwidth will be a consideration since the prompts are played G.711from the CVP machine. In this
case, size and configure the network appropriately. Where possible, the CVP should be co-located with
the CallManager to eliminate these bandwidth requirements.

Step 3

Define a gateway device in CallManager for the CVP machine installed in Step 1. Under
Device->Gateway, define an H.323 gateway using the CVP IP address. Be sure to enable the “Media
Termination Point Required” check box.

Step 4

Configure MTP resources according to Call Manager instructions for the type of MTP that you have
selected to use (software or hardware).

Step 5

(IP-originated calls only). Determine if customer business callflows require that IP phone users call CVP
directly (as described in the second paragraph of the Description of the ICM Warm Consult
Transfer/Conference to CVP feature section). IP-originated calls must be routed to the CVP which has
MTP enabled. This allows the caller to perform supplementary services, such as putting CVP on hold.
In CallManager administration under “Route Plan” using route groups/lists/patterns, route CVP DNIS’s
to the CVP gateway installed in Step 1 above. If you want to load-balance between two CVP’s:

–

Define an additional CVP gateway device in CallManager with MTP enabled.

–

Create a route group and put both of the CVP gateways in the route group, both with order
priority 1.

–

Create a route list and put the route group in the route list.

–

Create a route pattern and assign the route list to the route pattern.

–

In Service Parameters for CallManager, set “Reorder Route List” to TRUE and the 'H225 TCP
timer' to 5.