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
VRU Only
This model requires the following components:
•
Ingress voice gateway(s)
•
VoiceXML gateway(s) (Can be co-resident with the ingress gateway)
•
Unified CVP Server running IVR Service and ICM Service
•
Unified CVP Operations Console Server
•
Cisco Unified ICM Enterprise and NIC (SS7 or CRSP)
Optional components for this model include:
•
Unified CVP VXML Server
•
ASR / TTS server(s)
•
Third-party media server(s)
•
Content Services Switch(es)
•
Application Content Engine (ACE)
•
Unified CVP Reporting Server
•
H.323 gatekeeper (for H.323 deployments)
•
SIP Proxy Server (for SIP deployments)
Protocol-Level Call Flow
Initial Call Treatment and Self-Service
1.
A call arrives at the PSTN, and the PSTN sends a new-call message to Unified ICM via either a
CRSP NIC or SS7 NIC. Unified ICM invokes a routing script based upon the dialed number, and the
routing script uses either a Send to VRU node or a Translation Route to VRU node to send a result
to the PSTN to have the call routed to the Unified CVP ingress voice gateway. Depending upon the
PSTN capability and Unified ICM VRU type for the Unified CVP deployment, the response returned
to the PSTN is either a translation route label (dialed number) or a dialed number plus correlation
ID.
CRSP NIC or SS7 NIC. Unified ICM invokes a routing script based upon the dialed number, and the
routing script uses either a Send to VRU node or a Translation Route to VRU node to send a result
to the PSTN to have the call routed to the Unified CVP ingress voice gateway. Depending upon the
PSTN capability and Unified ICM VRU type for the Unified CVP deployment, the response returned
to the PSTN is either a translation route label (dialed number) or a dialed number plus correlation
ID.
2.
The PSTN routes the call to an available ingress voice gateway port. The ingress voice gateway
performs normal inbound POTS dial-peer matching to deliver the call to an available VoiceXML
gateway port. An H.323 RAS request to an H.323 gatekeeper or a SIP Invite message to a SIP Proxy
server could be used to aid in the routing of the call to an available VoiceXML gateway port, if
desired.
performs normal inbound POTS dial-peer matching to deliver the call to an available VoiceXML
gateway port. An H.323 RAS request to an H.323 gatekeeper or a SIP Invite message to a SIP Proxy
server could be used to aid in the routing of the call to an available VoiceXML gateway port, if
desired.
3.
The Voice XML gateway sends an HTTP new-call message to the Unified CVP Server IVR Service
with the dialed number delivered from the PSTN. This dialed number represents either a translation
route label or a correlation ID. Either way, the Unified ICM VRU PG will recognize this call and
send a request instruction message to the in-progress Unified ICM routing script. The next routing
script node is typically a Run VRU Script node to instruct the VRU which microapplication is to be
executed.
with the dialed number delivered from the PSTN. This dialed number represents either a translation
route label or a correlation ID. Either way, the Unified ICM VRU PG will recognize this call and
send a request instruction message to the in-progress Unified ICM routing script. The next routing
script node is typically a Run VRU Script node to instruct the VRU which microapplication is to be
executed.
4.
The Unified CVP Server IVR Service sends a dynamically generated VoiceXML document to the
VoiceXML gateway for rendering.
VoiceXML gateway for rendering.
5.
The VoiceXML gateway parses and renders the VoiceXML document. If call treatment requires
complex IVR self-services, service control can be redirected to a Unified CVP VXML Server
application. Upon completion of the Unified CVP VXML Server application or a request by the
caller to transfer to a live agent, service control is returned to Unified CVP Server IVR Service. If
the initial call treatment is simple with just a few prompts, then the IVR Service can utilize Unified
complex IVR self-services, service control can be redirected to a Unified CVP VXML Server
application. Upon completion of the Unified CVP VXML Server application or a request by the
caller to transfer to a live agent, service control is returned to Unified CVP Server IVR Service. If
the initial call treatment is simple with just a few prompts, then the IVR Service can utilize Unified