Cisco Cisco Unified Customer Voice Portal 11.0(1)

The CVP has full control of call routing through the whole VoIP networking cloud. This is shown in 

, where the CVP takes a call that enters the IVR from the PSTN on the West Coast and 

switches it under NAM/ICM direction to an agent on an ACD in Florida. In doing so, it enables the 
NAM/ICM to direct the IP voice connection (represented by the thick blue line) across a coast-to-coast 
IP network.

At the same time, the Voice Browser retains call control (represented by the thick red lines) on the two 
Gateways, so the NAM/ICM system can rearrange the call in the IP network if the agent wants to transfer 
the call. Specifically, this means that the NAM/ICM’s Network Transfer feature (which captures an agent 
transfer request on an ACD and rearranges the TDM network if the target agent is remote) can migrate 
directly to the IP world.

CVP Version 3.0 provides three deployment models, depending on your ASR/TTS, VRU transfer, and 
queuing needs:

Advanced Speech. For customers who:

Do not need to use the CVP to control queued calls

Do not need use the CVP to perform subsequent agent transfer

Do not need to outpulse digits for Transfer Connect 

Want to use optional CVP VoiceXMLServer.

Queue and Transfer. For customers who:

Want to prompt/collect without using ASR/TTS

Use the CVP to control queued calls

Use the CVP to perform subsequent agent transfer

Need to outpulse digits for Transfer Connect

Comprehensive IVR. For customers who:

Want to prompt/collect using ASR/TTS

Use the CVP to control queued calls

Use the CVP to perform subsequent agent transfer

Need to outpulse digits for Transfer Connect

Want to use optional CVP VoiceXMLServer.

 provides a summary of the capabilities of each of these CVP types.

The sections that follow provide examples of call flows for each of these models. 

Advanced Speech IVR

Yes

No

No

Yes

No

Queue and Transfer IVR No

Yes

Yes

No

Yes

Comprehensive IVR

Yes

Yes

Yes

Yes

Yes