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
Call Director
Call Director
This functional deployment model provides organizations with a mechanism to route and transfer calls
across a VoIP network. The most common usage scenario for this model is for organizations with
multiple TDM ACD and TDM IVR locations that are integrated with Unified ICM via an ACD or IVR
PG, and they wish to use Unified ICM to route and transfer calls intelligently across these locations
without having to utilize PSTN pre-routing or release trunk transfer services. In this functional
deployment model, Unified CVP and Unified ICM can also pass call data between these ACD and IVR
locations. In this deployment model, Unified ICM can also provide cradle-to-grave reporting for all
calls. Although customers can have a Unified CVP Reporting Server in this deployment model, it is
optional because there is very little call information stored in the Unified CVP reporting database.
across a VoIP network. The most common usage scenario for this model is for organizations with
multiple TDM ACD and TDM IVR locations that are integrated with Unified ICM via an ACD or IVR
PG, and they wish to use Unified ICM to route and transfer calls intelligently across these locations
without having to utilize PSTN pre-routing or release trunk transfer services. In this functional
deployment model, Unified CVP and Unified ICM can also pass call data between these ACD and IVR
locations. In this deployment model, Unified ICM can also provide cradle-to-grave reporting for all
calls. Although customers can have a Unified CVP Reporting Server in this deployment model, it is
optional because there is very little call information stored in the Unified CVP reporting database.
This functional deployment model is often the initial step in the migration from a TDM-based contact
center to a VoIP-based contact center. When the organization is ready to implement CVP-based IVR
services and Cisco Unified Contact Center Enterprise, the organization can migrate their Unified CVP
deployment to the comprehensive functional deployment model.
center to a VoIP-based contact center. When the organization is ready to implement CVP-based IVR
services and Cisco Unified Contact Center Enterprise, the organization can migrate their Unified CVP
deployment to the comprehensive functional deployment model.
Callers can access Unified CVP via either local, long distance, or toll-free numbers terminating at
Unified CVP ingress voice gateways. Callers can also access Unified CVP from VoIP endpoints.
Unified CVP ingress voice gateways. Callers can also access Unified CVP from VoIP endpoints.
Call Director deployments can utilize either H.323, SIP, or a combination.
This model requires the following components:
•
Ingress voice gateway(s)
•
Egress voice gateway(s)
•
Unified CVP Server
•
Unified CVP Operations Console Server
•
Cisco Unified ICM Enterprise
•
H.323 gatekeeper (H.323 deployments)
•
SIP Proxy Server (for SIP deployments)
Optional components for this model include:
•
Unified CVP Reporting Server
SIP Protocol-Level Call Flow
VoIP-based Pre-Routing
1.
A call arrives at the ingress gateway and sends a SIP INVITE message to the SIP Proxy Server,
which forwards the request to the Unified CVP Server SIP Service.
which forwards the request to the Unified CVP Server SIP Service.
2.
The SIP Service sends a route request to Unified ICM via the Unified CVP Server ICM Service and
the VRU PG. This route request causes Cisco Unified ICM to run a routing script based upon the
dialed number and other criteria.
the VRU PG. This route request causes Cisco Unified ICM to run a routing script based upon the
dialed number and other criteria.
3.
The Unified ICM routing script selects a target and returns a translation route label to the Unified
CVP Server SIP Service, which then signals via the SIP Proxy Server to the egress voice gateway
(which connects to the TDM termination) and the ingress voice gateway to enable the call to be set
up between the ingress and egress voice gateways. While the RTP stream flows directly between the
ingress and egress voice gateways, call control signaling flows through Unified CVP in order to
allow subsequent call control.
CVP Server SIP Service, which then signals via the SIP Proxy Server to the egress voice gateway
(which connects to the TDM termination) and the ingress voice gateway to enable the call to be set
up between the ingress and egress voice gateways. While the RTP stream flows directly between the
ingress and egress voice gateways, call control signaling flows through Unified CVP in order to
allow subsequent call control.