Cisco Cisco Customer Voice Portal 8.0(1) Design Guide
1-6
Cisco Unified Customer Voice Portal (CVP) 8.x Solution Reference Network Design (SRND)
OL-15989-06
Chapter 1 Unified CVP Architecture Overview
Unified CVP Product and Solution Components
Integrated into this B2BUA is the ability to interact with the Cisco Unified ICM via the ICM Service.
This integration provides the ability for the SIP Service to query the Unified ICM for routing
instruction and service control. This integration also allows Unified ICM to initiate subsequent call
control to do things such as requesting that a caller be transferred from queue to an agent or
transferred from one agent to another agent.
This integration provides the ability for the SIP Service to query the Unified ICM for routing
instruction and service control. This integration also allows Unified ICM to initiate subsequent call
control to do things such as requesting that a caller be transferred from queue to an agent or
transferred from one agent to another agent.
•
ICM Service
This service is responsible for all communication between Unified CVP components and Unified
ICM. It sends and receives messages on behalf of the SIP Service, the IVR Service, and the H.323
Service.
ICM. It sends and receives messages on behalf of the SIP Service, the IVR Service, and the H.323
Service.
•
IVR Service
This service creates the VoiceXML pages that implement the Unified CVP Microapplications based
on Run VRU Script instructions received from Unified ICM. The IVR Service functions as the VRU
leg (in Unified ICM Enterprise parlance), and calls must be transferred to it from the SIP Service in
order to execute microapplications. The VoiceXML pages created by this module are sent to the
VoiceXML gateway to be executed.
on Run VRU Script instructions received from Unified ICM. The IVR Service functions as the VRU
leg (in Unified ICM Enterprise parlance), and calls must be transferred to it from the SIP Service in
order to execute microapplications. The VoiceXML pages created by this module are sent to the
VoiceXML gateway to be executed.
•
H.323 Service (Formerly known as the Unified CVP Voice Browser)
This service interacts with the IVR Service to relay call arrival, release, and transfer call control
between it and the other H.323 components. This service is needed only for deployments using
H.323.
between it and the other H.323 components. This service is needed only for deployments using
H.323.
A Unified CVP Call Server can be deployed co-resident with the Unified CVP VXML Server or a media
server. Optionally, a Unified CVP Call Server can be deployed as part of the Enterprise Windows
Domain.
server. Optionally, a Unified CVP Call Server can be deployed as part of the Enterprise Windows
Domain.
For hardware details, refer to the latest version of the Hardware and System Software Specification for
Cisco Unified CVP (formerly called the Bill of Materials), available at:
Cisco Unified CVP (formerly called the Bill of Materials), available at:
Unified CVP VXML Server (VXML Server)
The Unified CVP VXML Server executes advanced IVR applications by exchanging VoiceXML pages
with the VoiceXML gateway's built-in voice browser. Like almost all other Unified CVP product
components, it runs within a Java 2 Enterprise Edition (J2EE) application server environment such as
Tomcat or WebSphere, and many customers add their own custom-built or off-the-shelf J2EE
components to interact with back-end hosts and services. Unified CVP VXML Server applications are
written using Cisco Unified Call Studio and are deployed to the VXML Server for execution. The
applications are invoked on an as-needed basis by a special microapplication which must be executed
from within the Unified ICME routing script.
with the VoiceXML gateway's built-in voice browser. Like almost all other Unified CVP product
components, it runs within a Java 2 Enterprise Edition (J2EE) application server environment such as
Tomcat or WebSphere, and many customers add their own custom-built or off-the-shelf J2EE
components to interact with back-end hosts and services. Unified CVP VXML Server applications are
written using Cisco Unified Call Studio and are deployed to the VXML Server for execution. The
applications are invoked on an as-needed basis by a special microapplication which must be executed
from within the Unified ICME routing script.
The VXML Server can also be deployed in a standalone configuration that does not include any Unified
ICME components. In this configuration model, applications are invoked as a direct result of calls
arriving in the VoiceXML gateway, and a single post-application transfer is allowed.
ICME components. In this configuration model, applications are invoked as a direct result of calls
arriving in the VoiceXML gateway, and a single post-application transfer is allowed.
The VXML Server can be installed co-resident with a Unified CVP Call Server or the media server.
The VXML Server can execute on Windows 2003 servers. For hardware requirements and details, refer
to the latest version of the Hardware and System Software Specification for Cisco Unified CVP (formerly
called the Bill of Materials), available at:
to the latest version of the Hardware and System Software Specification for Cisco Unified CVP (formerly
called the Bill of Materials), available at:
For a further discussion of the VXML Server, and its latest added features, refer to the User Guide for
Cisco Unified CVP VXML Server and Cisco Unified Call Studio, Release 8.0(1).
Cisco Unified CVP VXML Server and Cisco Unified Call Studio, Release 8.0(1).