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 1 Unified CVP Architecture Overview
Unified CVP Product and Solution Components
The Ingress Gateway can be deployed separately from the VoiceXML Gateway, but in most
implementations they are one and the same: one gateway performs both functions. Gateways are often
deployed in farms, for Centralized deployment models. In Branch deployment models, one combined
gateway is usually located at each branch office.
implementations they are one and the same: one gateway performs both functions. Gateways are often
deployed in farms, for Centralized deployment models. In Branch deployment models, one combined
gateway is usually located at each branch office.
Cisco VoiceXML Gateway
The VoiceXML Gateway hosts the Cisco IOS Voice Browser. This component interprets VoiceXML
pages from either the Unified CVP Server IVR Service or the Unified CVP VXML Server. The
VoiceXML Gateway encodes .wav files and accepts DTMF input. It then returns the results to the
controlling application and waits for further instructions.
pages from either the Unified CVP Server IVR Service or the Unified CVP VXML Server. The
VoiceXML Gateway encodes .wav files and accepts DTMF input. It then returns the results to the
controlling application and waits for further instructions.
The Cisco VoiceXML Gateway can be deployed on the same router as the Unified CVP Ingress Voice
Gateway. This model is typically desirable in deployments with small branch offices. But the VoiceXML
Gateway can also run on a separate router platform, and this model is typically desirable in deployments
with large or multiple voice gateways, where only a small percentage of the traffic is for Unified CVP.
This model enables an organization to share PSTN trunks between normal office users and contact center
agents and to route calls based upon the dialed number.
Gateway. This model is typically desirable in deployments with small branch offices. But the VoiceXML
Gateway can also run on a separate router platform, and this model is typically desirable in deployments
with large or multiple voice gateways, where only a small percentage of the traffic is for Unified CVP.
This model enables an organization to share PSTN trunks between normal office users and contact center
agents and to route calls based upon the dialed number.
The Cisco VoiceXML Gateway can encode .wav files stored in flash memory or on a third-party media
server. Prompts retrieved from a third-party media server can be cached in the router to reduce WAN
bandwidth and prevent poor voice quality. The VoiceXML doc will provide a pointer to the location of
the .wav file to be played or it will provide the address of a TTS server to generate a .wav file. The
VoiceXML Gateway interacts with ASR and TTS servers via MRCP.
server. Prompts retrieved from a third-party media server can be cached in the router to reduce WAN
bandwidth and prevent poor voice quality. The VoiceXML doc will provide a pointer to the location of
the .wav file to be played or it will provide the address of a TTS server to generate a .wav file. The
VoiceXML Gateway interacts with ASR and TTS servers via MRCP.
Supported VoiceXML Gateways include the Cisco 2800 Series, 3800 Series, 5350XM, and 5400 XM.
For the most current list of supported VoiceXML Gateways, refer to the latest version of the Hardware
and System Software Specification for Cisco Unified CVP (formerly called the Bill of Materials),
available at:
For the most current list of supported VoiceXML Gateways, refer to the latest version of the Hardware
and System Software Specification for Cisco Unified CVP (formerly called the Bill of Materials),
available at:
Unless it is combined with the Ingress Gateway (described in the previous topic), the VoiceXML
Gateway does not require any TDM hardware. All its interfaces are VoIP on one side and HTTP (carrying
VXML or .wav files) and MRCP (carrying ASR and TTS traffic) on the other side. As with Ingress
Gateways, VoiceXML Gateways are often deployed in farms for Centralized deployment models, or one
per office in Branch deployments.
Gateway does not require any TDM hardware. All its interfaces are VoIP on one side and HTTP (carrying
VXML or .wav files) and MRCP (carrying ASR and TTS traffic) on the other side. As with Ingress
Gateways, VoiceXML Gateways are often deployed in farms for Centralized deployment models, or one
per office in Branch deployments.
Cisco Egress Gateway
The Egress Voice Gateway is used only when calls need to be extended to TDM networks or equipment
such as the PSTN or a TDM ACD. While the RTP stream goes between the ingress and egress voice
gateway ports, the signaling stream logically goes through the Unified CVP Server and ICM in order to
allow subsequent call control (such as transfers).
such as the PSTN or a TDM ACD. While the RTP stream goes between the ingress and egress voice
gateway ports, the signaling stream logically goes through the Unified CVP Server and ICM in order to
allow subsequent call control (such as transfers).
Video Endpoints
When using the Unified CVP Basic Video Service, the following video endpoints are supported:
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Cisco Unified IP Phone 7985G
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Cisco Unified Video Advantage
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Cisco TelePresence