Cisco Cisco Customer Voice Portal 8.0(1)

Unified CVP Call Director (SIP/H.323) Call Flow Model, Unified ICMH

In this call flow model, Unified CVP only provides the Network Applications Manager (NAM)
with VoIP call switching capabilities. You provide your own Service Control VRU, if you are
using the NAM to queue calls or you might queue calls directly on your ACD. Calls might be
transferred multiple times, from Ingress, to customer-provided VRU, to either the NAM or
customer-provided ACD or agent, and back again. When calls are connected to customer-provided
equipment, their voice paths must go to an egress gateway, which is connected by TDM to that
equipment. If the signaling is SIP, then this call flow model works with customer-provided SIP
endpoints which have been tested and certified to interoperate with Unified CVP.

Note: VRU scripts and transfer to a VRU leg are not available in this call flow model.

The following figure shows the call flow for this call flow model using SIP without a Proxy
Server.

Note: In the following diagrams, solid lines indicate voice paths and dashed lines indicate
signaling paths.

Figure 6: Unified CVP Call Director with SIP without Proxy Server, Unified ICMH

The following figure shows the call flow for this call flow model using SIP with a Proxy Server.

Figure 7: Unified CVP Call Director with SIP with Proxy Server, Unified ICMH

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)