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)
OL-15989-06
Chapter 2 Functional Deployment Models
Basic Video Service
CVP microapplications to generate VoiceXML documents for the VoiceXML gateway, and a
Unified CVP VXML Server is not required. If desired, the Unified ICM routing script can terminate
the call, and a disconnect message will be sent by the Unified ICM to the PSTN via the PSTN NIC.
Unified CVP VXML Server is not required. If desired, the Unified ICM routing script can terminate
the call, and a disconnect message will be sent by the Unified ICM to the PSTN via the PSTN NIC.
Caller Requests to Transfer to Live Agent
6.
When the caller requests to transfer to a live agent, the Unified ICM routing script queues the caller
for an appropriate skill group and sends Run VRU Script messages to the IVR Service to have queue
treatment provided (assuming no agent is available).
for an appropriate skill group and sends Run VRU Script messages to the IVR Service to have queue
treatment provided (assuming no agent is available).
7.
When a Unified CCE agent or a TDM ACD agent becomes available, Unified ICM immediately
sends a connect message to the PSTN via the PSTN NIC. The connect message will contain either
a translation route label or a dialed number plus correlation ID (depending upon the PSTN
capabilities). Upon receipt of the connect request, the PSTN releases the call leg to the Unified CVP
ingress voice gateway and connects the call to the new termination. If the new termination is a TDM
ACD, the previous queueing treatment could be skipped and the TDM ACD could provide the queue
treatment. Any call data associated with this call will be passed to the Unified ICM Peripheral
Gateway (PG) for the selected peripheral.
sends a connect message to the PSTN via the PSTN NIC. The connect message will contain either
a translation route label or a dialed number plus correlation ID (depending upon the PSTN
capabilities). Upon receipt of the connect request, the PSTN releases the call leg to the Unified CVP
ingress voice gateway and connects the call to the new termination. If the new termination is a TDM
ACD, the previous queueing treatment could be skipped and the TDM ACD could provide the queue
treatment. Any call data associated with this call will be passed to the Unified ICM Peripheral
Gateway (PG) for the selected peripheral.
Caller Requests to be Transferred to a Second Skill Group
8.
If the caller requests to be transferred to a second agent, then the first agent will initiate a transfer
from their agent desktop application (Unified CCE or TDM). This action generates a route request
from the PG to the Unified ICM central controller.
from their agent desktop application (Unified CCE or TDM). This action generates a route request
from the PG to the Unified ICM central controller.
9.
Unified ICM executes a routing script. If the caller needs to be placed back into queue on Unified
CVP or to another ACD location (TDM or IP), then Unified ICM sends a connect message to the
PSTN via the PSTN NIC to have the call transferred. If the caller needs to be transferred to an agent
on the same Unified CM peripheral, then Unified ICM instructs Unified CM (via the Unified CM
PG) to transfer the call.
CVP or to another ACD location (TDM or IP), then Unified ICM sends a connect message to the
PSTN via the PSTN NIC to have the call transferred. If the caller needs to be transferred to an agent
on the same Unified CM peripheral, then Unified ICM instructs Unified CM (via the Unified CM
PG) to transfer the call.
Basic Video Service
The Basic Video Service is simply an extension of the existing Comprehensive deployment model, but
it allows for a video caller to interact with a video agent. IVR and queuing are audio-only.
it allows for a video caller to interact with a video agent. IVR and queuing are audio-only.
The following video endpoints are supported when using the Unified CVP Basic Video Service:
•
Cisco Unified IP Phone 7985G
•
Cisco Unified Video Advantage
•
Cisco TelePresence
The Basic Video Service supports the following call flows with Cisco TelePresence:
•
A TelePresence caller dials into Unified CVP, receives audio-only IVR and/or queuing treatment,
and then is transferred to an Agent on a second TelePresence unit.
and then is transferred to an Agent on a second TelePresence unit.
•
A TelePresence caller dials into Unified CVP, receives audio-only IVR and/or queuing treatment,
and then is transferred to an Agent on a second TelePresence unit. The TelePresence Agent can
conference in a second Agent on an audio-only IP phone by dialing a direct extension from their
TelePresence phone.
and then is transferred to an Agent on a second TelePresence unit. The TelePresence Agent can
conference in a second Agent on an audio-only IP phone by dialing a direct extension from their
TelePresence phone.
•
A TelePresence caller dials into Unified CVP, receives audio-only IVR and/or queuing treatment,
and then is transferred to an Agent on a second TelePresence unit. The TelePresence Agent can
conference in a Unified CVP dialed number that results in audio queuing, followed by connection
to a second Agent on an audio-only IP phone.
and then is transferred to an Agent on a second TelePresence unit. The TelePresence Agent can
conference in a Unified CVP dialed number that results in audio queuing, followed by connection
to a second Agent on an audio-only IP phone.