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
Deployment Models and Sizing Implications for Calls Originated by Cisco Unified Communications Manager and
In the one supported case where Unified CVP owns the initial Switch leg and the transfer is among
Unified CCE agents, the Translation Route transfer method must be used because Unified CM
cannot handle Correlation ID transfers. Again, this means that the Unified CVP VRU leg device
must be connected to the CICM.
Unified CCE agents, the Translation Route transfer method must be used because Unified CM
cannot handle Correlation ID transfers. Again, this means that the Unified CVP VRU leg device
must be connected to the CICM.
Note
In this case, the customer might have to deploy additional dedicated Unified CVP Call
Servers at the CICM level because the NAM-level Unified CVP Call Servers cannot be used.
Servers at the CICM level because the NAM-level Unified CVP Call Servers cannot be used.
Network VRU Type in a Hosted Environment
In Hosted environments, there are always two ICM systems to consider: the NAM and the CICM in
question. Network VRU Types are configured differently in the NAM than in the CICM.
question. Network VRU Types are configured differently in the NAM than in the CICM.
The NAM, as described earlier, sees new calls arrive either from a NIC or from Unified CVP, and it is
aware of the Unified CVP VRU leg device. The NAM Network VRU Types must be configured exactly
as if it were an independent ICM operating with those devices. The fact that transfer labels sometimes
come from a CICM can be ignored for the purposes of configuring Network VRU Types.
aware of the Unified CVP VRU leg device. The NAM Network VRU Types must be configured exactly
as if it were an independent ICM operating with those devices. The fact that transfer labels sometimes
come from a CICM can be ignored for the purposes of configuring Network VRU Types.
The CICM, on the other hand, sees new calls arrive from a NIC – the Intelligent Network Call Routing
Protocol (INCRP) NIC, to be specific. All the dialed numbers that can arrive from the NAM must be
associated with a Customer Instance that is associated with a Type 7 Network VRU. Associate that
Network VRU with all VRU Scripts, and provide the same label as you need in the NAM Network VRU
definition, but with the INCRP NIC as its routing client. Other than that, no peripherals have Network
VRUs configured.
Protocol (INCRP) NIC, to be specific. All the dialed numbers that can arrive from the NAM must be
associated with a Customer Instance that is associated with a Type 7 Network VRU. Associate that
Network VRU with all VRU Scripts, and provide the same label as you need in the NAM Network VRU
definition, but with the INCRP NIC as its routing client. Other than that, no peripherals have Network
VRUs configured.
Deployment Models and Sizing Implications for Calls Originated
by Cisco Unified Communications Manager and ACDs
by Cisco Unified Communications Manager and ACDs
The information in this section applies to all ACDs as well as to all Cisco Unified Communications
Manager (Unified CM) integrations that use Unified CVP rather than Cisco IP IVR for queuing. As far
as Unified CVP is concerned, these devices share the following characteristics:
Manager (Unified CM) integrations that use Unified CVP rather than Cisco IP IVR for queuing. As far
as Unified CVP is concerned, these devices share the following characteristics:
•
They manage agents and can therefore be destinations for transfers.
•
They can issue Route Requests and can therefore be Switch leg devices.
•
Although they can be Switch leg devices, they cannot handle more than one transfer and they might
not be able to handle the Correlation ID.
not be able to handle the Correlation ID.
A Unified CM or ACD user would typically issue a Route Request for one of the following reasons:
•
To be connected to another agent in a particular skill group
•
To reach a self-service application
•
To blind-transfer a previously received call to one of the above entities
In addition, a Unified CM user in particular might issue a Route Request for one of the following
reasons:
reasons:
•
To deliver a successful outbound call from the Unified ICM Outbound dialer to a self-service
application based on Unified CVP
application based on Unified CVP
•
To warm-transfer a call that the user had previously received to either a particular skill group or a
self-service application
self-service application