Cisco Cisco Unified Customer Voice Portal 11.0(1)
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 1 Introduction
Sample CVP Call Flows
3.
The Voice Browser does not perform a lookup in the Gatekeeper, because the Voice Browser already
knows it will communicate with the ingress Gateway in order to perform the transfer.
knows it will communicate with the ingress Gateway in order to perform the transfer.
4.
Voice Browser (a) provides the transfer information to the Ingress Gateway and (b) the Gateway
outpulses the transfer information to the network.
outpulses the transfer information to the network.
5.
The external telephony network transfers the call to its final destination.
CVP Comprehensive
CVP Comprehensive calls flows are the same as those diagrammed for the CVP Queue and Transfer
models with the exception that the CVP sends the call to a Gateway for IVR treatment, rather than the
CVP performing the IVR function itself.
models with the exception that the CVP sends the call to a Gateway for IVR treatment, rather than the
CVP performing the IVR function itself.
—and the text that follows it—describes the call flow in the CVP Comprehensive Model for
a new call performing prompt and collect with ASR/TTS.
Figure 1-22 CVP Comprehensive Model, Call Arrival with ASR/TTS Prompt and Collect
The call flow in
is as follows:
1.
A call arrives from the PSTN network to the IP network via the Ingress Gateway. (The call may have
been prerouted by the ICM.)
been prerouted by the ICM.)
2.
The Gateway connects the call to the CVP Voice Browser.
3.
The CVP Voice Browser informs the CVP Application Server that a call has arrived.
4.
The CVP Application Server requests instructions of the ICM and passes call data such as CLI and
DNIS. The ICM consults its customer data and returns instructions to the CVP Application Server.
DNIS. The ICM consults its customer data and returns instructions to the CVP Application Server.
5.
The CVP Application Server issues a VXML request telling the CVP Voice Browser to transfer the
call (via IP switching) to an IP port on an IVR Gateway (either the Ingress Gateway or another
Gateway not shown),
call (via IP switching) to an IP port on an IVR Gateway (either the Ingress Gateway or another
Gateway not shown),
6.
The CVP Voice Browser transfers the call and retains control of the call for future transfers.
7.
The IOS Gateway uses VXML processing to tell an CVP Application Server (either the CVP
Application Server shown or a different CVP Application Server) that the call has arrived.
Application Server shown or a different CVP Application Server) that the call has arrived.
8.
Prompt/collect at the IVR Gateway (with ASR/TTS support) proceeds per the Advanced Speech
Model. Calls can be queued at the IVR Gateway because the CVP Voice Browser still has control of
the call. When prompt/collect is finished at the IVR Gateway, the CVP Voice Browser can command
the Ingress Gateway to route the call by using one of the following Call Transfer types:
Model. Calls can be queued at the IVR Gateway because the CVP Voice Browser still has control of
the call. When prompt/collect is finished at the IVR Gateway, the CVP Voice Browser can command
the Ingress Gateway to route the call by using one of the following Call Transfer types: