Cisco Cisco Customer Voice Portal 8.0(1) Design Guide
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Cisco Unified Customer Voice Portal (CVP) 8.x Solution Reference Network Design (SRND)
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Chapter 5 Interactions with Cisco Unified ICM
Network VRU Types and Unified CVP Deployment Models
There are two variants of this submodel, depending on whether the Correlation ID or the Translation
Route mechanism is used to transfer calls to the VRU. Most NICs (actually, most PSTN networks) are
not capable of transferring a call to a particular destination directory number and carrying an arbitrary
Correlation ID along with it, which the destination device can pass back to Unified ICM in order to make
the Correlation ID transfer mechanism function properly. For most NICs, therefore, the Translation
Route mechanism must be used.
Route mechanism is used to transfer calls to the VRU. Most NICs (actually, most PSTN networks) are
not capable of transferring a call to a particular destination directory number and carrying an arbitrary
Correlation ID along with it, which the destination device can pass back to Unified ICM in order to make
the Correlation ID transfer mechanism function properly. For most NICs, therefore, the Translation
Route mechanism must be used.
There are a few exceptions to this rule, however, in which case the Correlation ID mechanism can be
used. The NICs that are capable of transmitting a Correlation ID include Call Routing Service Protocol
(CRSP), SS7 Intelligent Network (SS7IN), and Telecom Italia Mobile (TIM). However, because this
capability also depends on the PSTN devices that connect behind the NIC, check with your PSTN carrier
to determine whether the Correlation ID can be passed through to the destination.
used. The NICs that are capable of transmitting a Correlation ID include Call Routing Service Protocol
(CRSP), SS7 Intelligent Network (SS7IN), and Telecom Italia Mobile (TIM). However, because this
capability also depends on the PSTN devices that connect behind the NIC, check with your PSTN carrier
to determine whether the Correlation ID can be passed through to the destination.
If the NIC is capable of transmitting the Correlation ID, the incoming dialed numbers must all be
associated with a Customer Instance that is associated with a Type 7 Network VRU. The Type 7 Network
VRU must contain labels that are associated to the NIC routing client, and all the VRU Scripts must also
be associated with that same Type 7 Network VRU. The peripherals need not be associated with any
Network VRU. Although it is not always necessary, the best practice is for the Unified ICM routing script
to execute a SendToVRU node prior to the first RunExternalScript node.
associated with a Customer Instance that is associated with a Type 7 Network VRU. The Type 7 Network
VRU must contain labels that are associated to the NIC routing client, and all the VRU Scripts must also
be associated with that same Type 7 Network VRU. The peripherals need not be associated with any
Network VRU. Although it is not always necessary, the best practice is for the Unified ICM routing script
to execute a SendToVRU node prior to the first RunExternalScript node.
If the NIC is not capable of transmitting a Correlation ID (the usual and safe case), then the incoming
dialed numbers must all be associated with a Customer Instance that is not associated with any Network
VRU. The Unified CVP peripherals must, however, be associated with a Network VRU of Type 8, and
all the VRU Scripts must also be associated with that same Type 8 Network VRU. In this case it is always
necessary to insert a TranslationRouteToVRU node in the routing script prior to the first
RunExternalScript node. If the call is going to the VRU leg because it is being queued, generally the
TranslationRouteToVRU node should appear after the Queue node. In that way, an unnecessary delivery
and removal from Unified CVP can be avoided when the requested agent is already available.
dialed numbers must all be associated with a Customer Instance that is not associated with any Network
VRU. The Unified CVP peripherals must, however, be associated with a Network VRU of Type 8, and
all the VRU Scripts must also be associated with that same Type 8 Network VRU. In this case it is always
necessary to insert a TranslationRouteToVRU node in the routing script prior to the first
RunExternalScript node. If the call is going to the VRU leg because it is being queued, generally the
TranslationRouteToVRU node should appear after the Queue node. In that way, an unnecessary delivery
and removal from Unified CVP can be avoided when the requested agent is already available.
Model #4b: VRU Only with NIC Controlled Pre-Routing
This submodel assumes a less capable NIC that can deliver the call only once, whether to a VRU or to
an agent. Once the call is delivered, the NIC cannot be instructed to retrieve the call and re-deliver it
somewhere else. In these cases, Unified CVP can take control of the switching responsibilities for the
call. From the perspective of Unified ICM, this process is known as a handoff.
an agent. Once the call is delivered, the NIC cannot be instructed to retrieve the call and re-deliver it
somewhere else. In these cases, Unified CVP can take control of the switching responsibilities for the
call. From the perspective of Unified ICM, this process is known as a handoff.
Calls that fit this particular submodel must use the Translation Route mechanism to transfer calls to the
VRU. There is no way to implement a handoff using the Correlation ID mechanism.
VRU. There is no way to implement a handoff using the Correlation ID mechanism.
To implement this model with Unified ICM 7.1, the incoming dialed numbers must all be associated with
a Customer Instance that is associated with a Type 10 Network VRU. The VRU labels are associated with
the Unified CVP routing client, not the NIC. The Unified CVP peripherals and VRU Scripts must be
associated with the Type 10 Network VRU. In this case, it is always necessary to insert a
TranslationRouteToVRU node in the routing script, followed by a SendToVRU node, prior to the first
RunExternalScript node. If the call is going to the VRU leg because it is being queued, generally these
two nodes should appear after the Queue node. In that way, an unnecessary delivery and removal from
Unified CVP can be avoided if the requested agent is already available.
a Customer Instance that is associated with a Type 10 Network VRU. The VRU labels are associated with
the Unified CVP routing client, not the NIC. The Unified CVP peripherals and VRU Scripts must be
associated with the Type 10 Network VRU. In this case, it is always necessary to insert a
TranslationRouteToVRU node in the routing script, followed by a SendToVRU node, prior to the first
RunExternalScript node. If the call is going to the VRU leg because it is being queued, generally these
two nodes should appear after the Queue node. In that way, an unnecessary delivery and removal from
Unified CVP can be avoided if the requested agent is already available.
To implement this model with Unified ICM 7.0, the incoming dialed numbers must all be associated with
a Customer Instance that is associated with a Type 7 Network VRU. The VRU labels are associated with
the Unified CVP routing client, not the NIC. The Unified CVP peripherals must be associated with a
Network VRU of Type 2, but all the VRU Scripts must be associated with the Type 7 Network VRU. In
this case, it is always necessary to insert a TranslationRouteToVRU node in the routing script, followed
by a SendToVRU node, prior to the first RunExternalScript node. If the call is going to the VRU leg
a Customer Instance that is associated with a Type 7 Network VRU. The VRU labels are associated with
the Unified CVP routing client, not the NIC. The Unified CVP peripherals must be associated with a
Network VRU of Type 2, but all the VRU Scripts must be associated with the Type 7 Network VRU. In
this case, it is always necessary to insert a TranslationRouteToVRU node in the routing script, followed
by a SendToVRU node, prior to the first RunExternalScript node. If the call is going to the VRU leg