Cisco Cisco Unified Customer Voice Portal 10.5(1)

This chapter introduces the CVP components and how they interact with the NAM/ICM. It includes:

A brief overview of the CVP and its IVR functional models.

A Sample ICM Script.

A description of how NAM/ICM and the CVP exchange information.

This chapter contains important information for IVR application developers. It also may be of interest 
to Call Center Managers, CVP System Managers, and ICM/NAM System Managers. 

The Cisco Customer Voice Portal (CVP) is an Internet Protocol (IP)-capable Interactive Voice 
Response (IVR) platform. 

 shows a Voice Over IP (VoIP) CVP system. The CVP components—centered in the 

“cloud”—consist of the following:

Application Server. A Web Server application which interprets messages from the Cisco ICM 
software and generates VXML documents that it uses to communicate with the Voice Browser. 
(For more information about the Application Server, see 

Voice Browser. Processes PSTN and IP telephone calls, converts the voice signals into events 
for processing by the Application Server, and acts upon VXML commands received from the 
Application Server. (For more information about the Voice Browser, see 

)

Media Server. An off-the-shelf component—or set of components— which administers the 
media files that contain messages and prompts callers will hear. The Media Server uses standard 
Web access methods. (For more information about the Media Server, see