Cisco Cisco Customer Voice Portal 8.0(1) Design Guide
6-6
Cisco Unified Customer Voice Portal (CVP) 8.x Solution Reference Network Design (SRND)
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Chapter 6 Calls Originated by Cisco Unified Communications Manager
Deployment Implications
12.
While the Unified CVP Microapplications are in progress, a target agent becomes available to take
the call.
the call.
13.
Unified ICM determines a label for the target agent.
14.
Unified ICM returns the target label to the Unified CVP Call Server.
15.
The Unified CVP Call Server consults the gatekeeper, DNS SRV, or SIP Proxy to locate the
destination device.
destination device.
16.
The Unified CVP Call Server communicates via H.323 or SIP with the target device and instructs
Unified CM to establish a media stream to it, removing the VoiceXML gateway's media stream.
Unified CM to establish a media stream to it, removing the VoiceXML gateway's media stream.
If the target device later issues another route request to Unified ICM, the call flow is again exactly as
described above. The call must again be transferred with Correlation ID via SendToVRU to the Unified
CVP Call Server and VoiceXML gateway to create the VRU leg. Microapplications might be executed,
and eventually the new target label is delivered to the Unified CVP Switch leg, which transfers the call
to that target.
described above. The call must again be transferred with Correlation ID via SendToVRU to the Unified
CVP Call Server and VoiceXML gateway to create the VRU leg. Microapplications might be executed,
and eventually the new target label is delivered to the Unified CVP Switch leg, which transfers the call
to that target.
Model #3b: Comprehensive Using Unified CVP VXML Server
Model #3b does not differ significantly from Model #3a as far as call control and signaling are
concerned. The only difference is that the Unified CVP Microapplications executed in Model #3b might
include subdialog requests to the Unified CVP VXML Server as well. Of course, self-service
applications are not likely to be invoked during the period when the call is queued. Any agent selection
nodes or queue nodes in the Unified ICM routing script would therefore likely be postponed until after
the self-service application has completed and control has returned to the Unified ICM routing script.
concerned. The only difference is that the Unified CVP Microapplications executed in Model #3b might
include subdialog requests to the Unified CVP VXML Server as well. Of course, self-service
applications are not likely to be invoked during the period when the call is queued. Any agent selection
nodes or queue nodes in the Unified ICM routing script would therefore likely be postponed until after
the self-service application has completed and control has returned to the Unified ICM routing script.
Deployment Implications
This section presents guidelines for the following aspects of incorporating calls originated by
Unified CM into the deployment:
Unified CM into the deployment:
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Unified ICM Configuration
•
With Cisco Unified ICM 7.0, if you want Unified CVP to be able to perform subsequent call control,
always translation-route the call to Unified CVP as a Type 2 NetworkVRU before delivering the call
to its next destination. This practice creates a hand-off, putting Unified CVP in charge of subsequent
transfers for the call because Unified CM is not able to receive any further labels.
always translation-route the call to Unified CVP as a Type 2 NetworkVRU before delivering the call
to its next destination. This practice creates a hand-off, putting Unified CVP in charge of subsequent
transfers for the call because Unified CM is not able to receive any further labels.
•
If you want to perform any queuing treatment, prompt and collect, or self-service applications,
always follow the above translation route with a SendToVRU node. SendToVRU can sometimes be
invoked implicitly by a Queue node or a RunExternalScript node, but you should not rely on that
method. Always include an actual SendToVRU node.
always follow the above translation route with a SendToVRU node. SendToVRU can sometimes be
invoked implicitly by a Queue node or a RunExternalScript node, but you should not rely on that
method. Always include an actual SendToVRU node.