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
Call Flows
CVP. For additional details on supported ASR and TTS products, consult the latest version of the
Hardware and System Software Specification for Cisco Unified CVP (formerly called the Bill of
Materials), available at:
Hardware and System Software Specification for Cisco Unified CVP (formerly called the Bill of
Materials), available at:
Network Monitor
An SNMP management station can be used to monitor the solution deployment's health.
Call Flows
This section describes the Unified CVP call flows for both SIP and H.323 calls.
Typical SIP Unified CVP Call Flow
Unified CVP provides the ability to switch calls using Session Initiation Protocol (SIP) rather than, or
in addition to, H.323. SIP is the preferred protocol for Unified CVP. The H.323 protocol support is
available primarily to provide backward compatibility for users of previous versions of Unified CVP.
These are referred to as legacy deployments.
in addition to, H.323. SIP is the preferred protocol for Unified CVP. The H.323 protocol support is
available primarily to provide backward compatibility for users of previous versions of Unified CVP.
These are referred to as legacy deployments.
The remainder of this topic presents a typical call flow scenario using SIP. The description roughly
follows the Comprehensive call flow model. However, it is not presented as an actual solution, only as
an introduction to the overall flow of information in a Unified CVP solution.
follows the Comprehensive call flow model. However, it is not presented as an actual solution, only as
an introduction to the overall flow of information in a Unified CVP solution.
The call flow consists of an incoming call requiring initial self-service, followed by queue treatment,
and finally delivery to a Unified ICME agent. The following diagram presents a general SIP-based
solution. A detailed description of the call flow follows the diagram.
and finally delivery to a Unified ICME agent. The following diagram presents a general SIP-based
solution. A detailed description of the call flow follows the diagram.
Typical SIP Unified CVP call flow:
1.
The call arrives at an Ingress Voice Gateway and sends an invite message to the SIP Proxy Server
which forwards the message to the SIP Service.
which forwards the message to the SIP Service.
2.
The Proxy Server determines the IP address of the Unified CVP Server for the dialed number and
then forwards the invite to the selected Unified CVP Server SIP Service.
then forwards the invite to the selected Unified CVP Server SIP Service.