Cisco Cisco Unified Customer Voice Portal 10.5(1) Installation Guide
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Cisco Customer Voice Portal (CVP) Release 3.1(0) Installation Guide
Chapter 2 Installing Customer Voice Portal Software
After you Install CVP Software
After you Install CVP Software
After you install the CVP software and configure the Application Server and Voice Browser, there are
tasks you need to perform on some non-CVP Cisco software components before you can use CVP
features in your call center. These include:
tasks you need to perform on some non-CVP Cisco software components before you can use CVP
features in your call center. These include:
•
Setting up Cisco Gateways/Gatekeepers to interact with CVP Voice Browser and Application Server
•
Setting up Cisco Gateways/Gatekeepers to interact with CVP VoiceXML Server
•
Updating Cisco Listener and AlarmTracker software to support SDDSN.
•
Setting up Cisco NAM/ICM software to interact with CVP
•
Setting up optional Cisco CallManager software to interact with CVP
•
Setting up optional Cisco Contact Services Switch (CSS) to interact with CVP
The sections that follow provide more information.
Setting up Gateways/Gatekeepers to Interact with CVP Voice Browser and
Application Server
Application Server
You must configure Gateway(s) and Gatekeeper(s) in order to properly route inbound calls (calls
originating from the caller into CVP) and outbound calls (calls being transferred to an agent through
CVP).
originating from the caller into CVP) and outbound calls (calls being transferred to an agent through
CVP).
Depending on the CVP configuration being used, certain folders of files need to be copied from the CVP
Application Server machine to the Gateway(s). Use
Application Server machine to the Gateway(s). Use
to determine which folder you need to
copy for your system.The first three columns of the table define a possible combination of features in a
CVP configuration:
CVP configuration:
•
Voice Browser. Your CVP configuration would include a CVP Voice Browser when the CVP needs
to queue calls or provide call transfer after an agent has answered the call.
to queue calls or provide call transfer after an agent has answered the call.
•
CSS. If your CVP configuration includes one or more Cisco Content Services Switches to provide
enhanced failover and load-balancing capabilities between the Voice Gateways and the ASR/TTS
Servers, HTTP Media Servers, and the CVP Application Servers.
enhanced failover and load-balancing capabilities between the Voice Gateways and the ASR/TTS
Servers, HTTP Media Servers, and the CVP Application Servers.
Note
When a CSS exists in the configuration, it must be used with all the Servers in the
configuration.
configuration.
•
Call Restart. Your CVP configuration would include the Call Restart feature to restart a call in the
event of a CVP Application Server failure in mid-call. The restarted call will appear to the ICM
software as just another new call.
event of a CVP Application Server failure in mid-call. The restarted call will appear to the ICM
software as just another new call.
Note
The Call Restart feature can only be used when the CVP is a Type 5 or Type 6 Network VRU
or when the CVP is the main routing client for the call. In configurations where a call is
pre-routed by a NIC to a CVP (that is, the CVP is a VRU Type 2, 3, 7 or 8), the restart feature
cannot be used.
or when the CVP is the main routing client for the call. In configurations where a call is
pre-routed by a NIC to a CVP (that is, the CVP is a VRU Type 2, 3, 7 or 8), the restart feature
cannot be used.
Once you have determined the feature combination of your CVP configuration, open the folder and copy
all files specified in the fourth column of
all files specified in the fourth column of
from the CVP Application Server machine to flash
memory on the Gateway(s).