Cisco Cisco Unified Customer Voice Portal 11.0(1) Installation Guide
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Cisco Internet Service Node (ISN) Installation Guide
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Chapter 2 Installing ISN Software
After you Install ISN Software
After you Install ISN Software
After you install the ISN software and configure the Application Server and Voice Browser, there are
tasks you need to perform on some non-ISN Cisco software components before you can use ISN features
in your call center. These include:
tasks you need to perform on some non-ISN Cisco software components before you can use ISN features
in your call center. These include:
•
Setting up Cisco Gateways/Gatekeepers to interact with ISN
•
Updating Cisco Listener and AlarmTracker software to support SDDSN.
•
Setting up Cisco NAM/ICM software to interact with ISN.
The sections that follow provide more information.
Setting up Gateways/Gatekeepers to Interact with ISN
You must configure Gateway(s) and Gatekeeper(s) in order to properly route inbound calls (calls
originating from the caller into ISN) and outbound calls (calls being transferred to an agent through
ISN).
originating from the caller into ISN) and outbound calls (calls being transferred to an agent through
ISN).
Depending on the ISN configuration being used, certain folders of files need to be copied from the ISN
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 an
ISN configuration:
ISN configuration:
•
Voice Browser. Your ISN configuration would include an ISN Voice Browser when the ISN 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 ISN 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 ISN Application Servers.
enhanced failover and load-balancing capabilities between the Voice Gateways and the ASR/TTS
Servers, HTTP Media Servers, and the ISN 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 ISN configuration would include the Call Restart feature to restart a call in the
event of an ISN Application Server failure in mid-call. The restarted call will appear to the ICM as
just another new call.
event of an ISN Application Server failure in mid-call. The restarted call will appear to the ICM as
just another new call.
Note
The Call Restart feature can only be used when the ISN is a Type 5 or Type 6 Network VRU
or when the ISN is the main routing client for the call. In configurations where a call is
pre-routed by a NIC to an ISN (that is, the ISN is a VRU Type 2, 3, 7 or 8), the restart feature
cannot be used.
or when the ISN is the main routing client for the call. In configurations where a call is
pre-routed by a NIC to an ISN (that is, the ISN is a VRU Type 2, 3, 7 or 8), the restart feature
cannot be used.
Once you have determined the feature combination of your ISN configuration, open the folder and copy
all files specified in the fourth column of
all files specified in the fourth column of
from the ISN Application Server machine to flash
memory on the Gateway(s).
Note
For complete instructions for copying files to the Gateways, see the copy CLI command in the Gateway
documentation.
documentation.