Cisco Cisco Unified Customer Voice Portal 10.5(1)
2-3
Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 2 CVP Solution Components
Non-CVP Cisco Products
•
Supports BRQ/BRJ/BCF messages for bandwidth control. (This might be based on bandwidth
management or be a null function which accepts all requests for bandwidth changes).
management or be a null function which accepts all requests for bandwidth changes).
Gatekeeper Failover
CVP 3.0 utilizes the Hot Standby Router Protocol (HSRP) method of failover.
HSRP is a Cisco-proprietary routing protocol that provides backup to a gatekeeper in the event of failure.
Using HSRP, several gatekeepers work together to present the appearance of a single virtual router on
the LAN. The gatekeepers share the same IP and MAC addresses. Therefore, in the event of failure of
one gatekeeper, the hosts on the LAN are able to continue forwarding packets to a consistent IP and MAC
address. The Gatekeeper automatically transfers routing responsibilities from one device to another.
CVP Voice Browser, during failure, transfers over to an alternate Gatekeeper automatically, and no
transfers are lost.
Using HSRP, several gatekeepers work together to present the appearance of a single virtual router on
the LAN. The gatekeepers share the same IP and MAC addresses. Therefore, in the event of failure of
one gatekeeper, the hosts on the LAN are able to continue forwarding packets to a consistent IP and MAC
address. The Gatekeeper automatically transfers routing responsibilities from one device to another.
CVP Voice Browser, during failure, transfers over to an alternate Gatekeeper automatically, and no
transfers are lost.
Note
HSRP is the only method of failover provided by CVP. CVP 3.0 does not support Gatekeeper clustering.
User Tasks
•
Configure two gatekeepers as part of an HSRP group, assigning a virtual IP address to this group.
•
Set the gatekeeper in the CVP Voice Browser to point to the virtual IP address of the HSRP group.
IPCC
The Cisco IPCC delivers an integrated suite of proven products that combine Cisco IP telephony and
contact center solutions.
contact center solutions.
The design and features of CVP Version 3.0 enable it to function as a network or premise based IVR
and/or queue point for IPCC.
and/or queue point for IPCC.
Automated Speech Recognition (ASR) and Text-to-speech (TTS)
Automatic Speech Recognition is the ability to provide speaker independent voice recognition to gather
information from a caller. Text-to-speech signifies the ability to convert a text string to speech to play
for a caller.
information from a caller. Text-to-speech signifies the ability to convert a text string to speech to play
for a caller.
When an ICM script uses ASR and/or TTS, it sends pre-recorded voice prompts to the caller, or generates
them with TTS through a voice synthesizing process. In response, the caller either uses a typed or voice
response. If the caller chooses a voice response, the speech recognition engine attempts to match the
caller’s voice to a set of stored options and responses. Speech recognition can be a set of words or type
of response.
them with TTS through a voice synthesizing process. In response, the caller either uses a typed or voice
response. If the caller chooses a voice response, the speech recognition engine attempts to match the
caller’s voice to a set of stored options and responses. Speech recognition can be a set of words or type
of response.
Content Switch
The gateway requests VXML documents, media and ASR/TTS treatment from back-end servers. A pair
of content switches provides high availability and load-balancing to these back-end servers.
of content switches provides high availability and load-balancing to these back-end servers.