Cisco Cisco Unified Customer Voice Portal 10.0(1)

Management Enterprise, Cisco Gatekeepers, Cisco Gateways, and Cisco IP Contact Center
(IPCC).

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Compatibility with Cisco Unified Communications Manager (Unified CM). Unified CM
manages and switches VoIP calls among IP phones. When combined with Unified ICME,
Unified CM becomes the IPCC product.

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Compatibility with the Public Switch Telephone Network (PSTN). Calls can be moved
onto an IP-based network for Unified CVP treatment and then moved back out to a PSTN
for further call routing to a call center.

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Carrier-Class Platform. Unified CVP is a reliable, redundant, and scalable platform, which
allows it to work with service provider and large enterprise networks.

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Reporting. Unified CVP stores detailed call records in a reporting database using a
well-documented schema. You can design and run custom reports using the ODBC-compliant
reporting tool of your choice.

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Operations Console. A web-based console from which you can centrally operate, administer,
maintain, and provision the Unified CVP solution.

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Video Support. Unified CVP, coupled with Radvision Corporation's iContact platform,
provides video self-service and queuing integrated with Cisco Unified Contact Center
Enterprise.

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Call Routing Support. Unified CVP provides call routing services for SIP (RFC 3261) and
H.323 protocols. Existing customers can continue to use H.323 call services. Or, they can
migrate to SIP over time. The Unified CVP solution can run as a hybrid, directing both SIP
and H.323 calls until all call flows are switched over to SIP.

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VoiceXML Services. Unified CVP provides a platform for developing powerful,
speech-driven interactive applications accessible from any phone.

The VoiceXML platform includes:

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The Cisco Unified CVP VXML Server, a J2EE- and J2SE-compliant application server
that dynamically drives the caller experience.

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The Cisco Unified Call Studio, a drag-and-drop graphical user interface (GUI) for the
rapid creation of advanced voice applications.

Unified CVP System Components

The Unified CVP components consist of the following:

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Call Server. The Unified CVP Call Server provides the following services:

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IVR Service creates the VoiceXML pages which implement the Unified CVP
micro-applications based on Run External Script instructions received from Unified ICME.

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