Cisco Cisco Unified Customer Voice Portal 11.0(1)

Calls Which are Pre-Routed Through a GKTMP NIC (Not Applicable for SIP Deployments)

This call flow is actually a special case of those calls which arrive at Unified ICME through a
pre-route-only NIC, since GKTMP does in fact fall into that category. However, it differs in
that when the call arrives there, it is already in the H.323 realm. In fact, it is an H.323 Gatekeeper
which issues the GKTMP request. The GKTMP routing script returns not only a translation
route to VRU label, but also the IP address of the specific Unified CVP Call Server which
represents the Unified CVP Switch leg for that call. (The IP address is returned in an ECC
variable.) Therefore, the GKTMP pre-route can be used to perform a kind of custom-scripted
load balancing across Unified CVP Call Servers.

Note: This call flow applies to both Unified ICME and Unified ICMH implementations. In the
latter case, both Unified CVP and the NIC would be deployed at the NAM.

Calls Which are Originated by Unified CM

This category includes all of the following types of calls:

•

"Internal Help Desk" calls, in which a Unified CM phone user calls a CTI Route Point, which
starts a routing script that can optionally deliver the call to Unified CVP for queuing or
self-service.

•

Unified ICME Outbound Option calls, in which a dialer makes outbound calls and then
transfers them to a CTI Route Point; this starts a routing script that can optionally deliver the
call to Unified CVP for queuing or self-service.

•

Consultative Warm Transfer, in which a Unified CM agent places the caller on hold and dials
in to Unified ICME to reach a second agent; this starts a routing script that can optionally
deliver the call to Unified CVP for queuing or self-service.

Note: See Chapter 10, "

," in Part 3 for additional information about Consultative Warm

Transfer.

For all these types of calls, if H.323 is being used, MTP must be configured on Unified CM for
these calls.  Also, note that if these call flows are used in a Cisco Unified Contact Center 
Management Portal environment, the target Unified CVP Call Servers are required to be connected 
to the same CICM as the Unifi ed CM from which the call originates. Just as multiple CICMs will 
require multiple Unified CMs, so will they require multiple Unified CVP Call Servers.

Further configuration points differ depending on whether Unified CVP is being deployed with
Unified ICME Release 7.0 or 7.1.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)