Cisco Cisco Customer Voice Portal 8.0(1)
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 1 Introduction
Putting It All Together: Deployment Decision-Making
Putting It All Together: Deployment Decision-Making
There are several different architectures available for CVP-based Network VRU solutions. This section
describes questions you should ask when planning the CVP deployment model that would best suit your
needs.
describes questions you should ask when planning the CVP deployment model that would best suit your
needs.
Before You Begin: A Note About IVR Types
Essentially, the NAM/ICM categorizes IVRs into one of two types:
•
Intelligent Peripheral IVRs, where—under NAM/ICM control—the carrier network routes calls to
the IVR and then removes calls from the IVR for delivery to the NIC. With Intelligent Peripheral
IVRs, once the IVR’s prompting or queuing treatment has been completed, the IVR typically has no
further role to play for that call.
the IVR and then removes calls from the IVR for delivery to the NIC. With Intelligent Peripheral
IVRs, once the IVR’s prompting or queuing treatment has been completed, the IVR typically has no
further role to play for that call.
•
Service Node IVR’s, where—following prompting/queuing treatment—the Service Node IVR
initiates call delivery to agents, who are under NAM/ICM control. When functioning as a Service
Node IVR, the CVP can stay involved with a call even after it has been transferred to another VoIP
endpoint.
initiates call delivery to agents, who are under NAM/ICM control. When functioning as a Service
Node IVR, the CVP can stay involved with a call even after it has been transferred to another VoIP
endpoint.
The CVP can act as either IVR type. However, to be able to access all the benefits of the CVP
functionality, deploy the CVP as a Service Node IVR.
functionality, deploy the CVP as a Service Node IVR.
Initial Planning
First, ask yourself these questions:
•
Is the CVP acting as the routing client as well, or is there a separate routing client?
The scenario where the CVP is acting as the routing client for the call, as well as the voice response
function itself, is called a Service Node implementation.
function itself, is called a Service Node implementation.
gives the basic architecture.
The CVP is used for both prompting/queuing the call as well as for connecting the call to the call
center agent.
center agent.
Figure 1-10 Service Node Implementation (CVP Queuing and Transfer)
V
88625
NewCall
ScriptResult
*
Connect
Setup
DialedNumber
Customer’s
Network-VRU
=Type 5
ConnectToResource (Type 5 VRU Label)
ResourceConnected
NAM
PG
ICM
RunScript
*All scripting could be done in the NAM or ICM
Gateway or
CallManager
CVP
Application
Server
CVP
Voice
Browser