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 2 Functional Deployment Models
Unified CVP VXML Server (Standalone)
4.
The Unified CVP VXML Server runs the application specified in the HTTP URL and returns a
dynamically generated VoiceXML document to the VoiceXML gateway. The Unified CVP
VXML Server application may access back-end systems to incorporate personalized data into the
VoiceXML document that is sent to the VoiceXML gateway.
dynamically generated VoiceXML document to the VoiceXML gateway. The Unified CVP
VXML Server application may access back-end systems to incorporate personalized data into the
VoiceXML document that is sent to the VoiceXML gateway.
5.
The VoiceXML gateway parses and renders the VoiceXML document. For spoken output, the
VoiceXML gateway either retrieves and plays back prerecorded audio files referenced in the
VoiceXML document, or it streams media from a text-to-speech (TTS) server. Caller input can be
captured either by DTMF detection on the Ingress Gateway or via DTMF/speech recognition on an
ASR server.
VoiceXML gateway either retrieves and plays back prerecorded audio files referenced in the
VoiceXML document, or it streams media from a text-to-speech (TTS) server. Caller input can be
captured either by DTMF detection on the Ingress Gateway or via DTMF/speech recognition on an
ASR server.
6.
As defined in the VoiceXML document, the VoiceXML gateway submits an HTTP request
containing the results of the caller input to the Unified CVP VXML Server. The Unified CVP
VXML Server again runs the application specified in the HTTP URL and returns a dynamically
generated VoiceXML document to the VoiceXML gateway. The dialog continues by repeating steps
5 and 6.
containing the results of the caller input to the Unified CVP VXML Server. The Unified CVP
VXML Server again runs the application specified in the HTTP URL and returns a dynamically
generated VoiceXML document to the VoiceXML gateway. The dialog continues by repeating steps
5 and 6.
7.
The IVR dialogue ends when either the caller hangs up, the application releases, or the application
initiates a transfer.
initiates a transfer.
Transfers and Subsequent Call Control
In addition to providing self-service, the Standalone VoiceXML deployment model can transfer callers
to another endpoint – either VoIP (for example, Cisco Unified Communications Manager) or TDM (for
example, egress voice gateway to PSTN or TDM ACD). However, no IVR application data can be passed
to the new endpoint with this deployment model, therefore there will be no agent screen pop if the
endpoint is a TDM ACD.
to another endpoint – either VoIP (for example, Cisco Unified Communications Manager) or TDM (for
example, egress voice gateway to PSTN or TDM ACD). However, no IVR application data can be passed
to the new endpoint with this deployment model, therefore there will be no agent screen pop if the
endpoint is a TDM ACD.
This model supports the following types of transfers:
•
VoiceXML Bridged Transfer
•
VoiceXML Blind Transfer
•
Release Trunk Transfer (TNT, hookflash, TBCT, and SIP Refer)
The VoiceXML transfers are invoked using Cisco Unified Call Studio's transfer element. Release Trunk
Transfers are invoked by providing specially formatted return values in Cisco Unified Call Studio's
subdialog_return element.
Transfers are invoked by providing specially formatted return values in Cisco Unified Call Studio's
subdialog_return element.
Agent transfers from agent phones are not supported in standalone deployments. Agent transfers from
an agent's IP phone must be controlled by a Unified CCE supported with Unified CVP comprehensive
deployments.
an agent's IP phone must be controlled by a Unified CCE supported with Unified CVP comprehensive
deployments.
In the case of a VoiceXML Bridged Transfer, the outcome of the transferred call leg (transfer failed,
transfer call leg released, and so forth) is submitted back to the Unified CVP VXML Server. The
VoiceXML session is then resumed, and further iterations of IVR call treatment and transfers can be
performed. During the period of time that the call is transferred, a Unified CVP VXML Server port
license is utilized with a bridged transfer.
transfer call leg released, and so forth) is submitted back to the Unified CVP VXML Server. The
VoiceXML session is then resumed, and further iterations of IVR call treatment and transfers can be
performed. During the period of time that the call is transferred, a Unified CVP VXML Server port
license is utilized with a bridged transfer.
In the case of a VoiceXML 2.0 Blind Transfer, the call remains connected through the ingress voice
gateway, but Unified CVP does not have any method to provide any subsequent call control.
gateway, but Unified CVP does not have any method to provide any subsequent call control.
In the case of a Release Trunk Transfer, the ingress voice gateway port is released and no subsequent
call control is possible.
call control is possible.
For more details on transfers, see to the chapter on