Cisco Cisco Unified Customer Voice Portal 11.0(1)

The CVP does not access customer databases directly.

The Media Server is an off-the-shelf Web Server—or set of Web Servers or Cisco Content or Cache 
Engines—which provides the media files that contain messages and prompts that callers will hear. The 
Voice Browser retrieves media files from the Media Server using standard Web access methods. 

You do have the option of installing local media files on the Voice Browser instead of using a separate 
Media Server. However, to maximize Voice Browser performance, the Media Server should not be 
installed on the same machine as the Voice Browser.

The Web-based Media Servers are deployed in a replicated high availability environment. It is assumed 
that standard Web tools, such as Directors—which direct the client to the appropriate server based on 
availability, load balancing, and/or proximity—might be used for some large-scale deployments. 
However, Web Directors were not tested as part of the CVP 3.0 release, so they are not supported.

In an CVP solution, a Gateway is required to support TDM clients. On the TDM side, the Gateway 
accepts ISDN PRI signaling interfaces. It also supports direct digital connections to ACDs and VRUs 
without going through an intervening switch. (For these digital connections to ACDs and VRUs, the 
Gateway must function as the “network side.”)

For more information on Gateways and Gatekeepers, see 

A Gateway:

Converts PSTN calls to H.323 protocol and routes them to a VoIP endpoint, the Voice Browser. 

Passes call information—such as the called number— to the CVP’s Voice Browser so the call can 
be segmented and an application chosen. 

Is responsible for performing call redirection in the IP transfer mode of operation, using either the 
G.711 codec or the compressed G.729 codec. (G.729 allows for bandwidth savings during the 
portion of the call when a call is transferred to the agent.) This call redirection feature enables the 
Voice Browser to retain call control, separately controlling each leg of the transfer, including 
subsequent transfers. 

A Gatekeeper is required for IP Transfers. The Gatekeeper is H.323 compliant and is responsible for 
call control services for the H.323 endpoints, that is, the Gateways and the Voice Browsers in the CVP 
system.

A Gatekeeper: 

Provides the called point’s network address resolution for the calling point through ARQ/ACF 
messages upon the calling endpoint’s request, if both called and calling points are registered to the 
same Gatekeeper.

Provides the called point’s network address resolution for the calling point through LRQ/LCF 
messages upon the calling endpoint’s request, if the called point is registered in another Gatekeeper.