Cisco Cisco Unified Customer Voice Portal 11.0(1)
1-6
Cisco Internet Service Node (ISN) Product Description
OL-1250-03
Chapter 1 Introduction
The IVR problem / The ISN Solution
Comprehensive IVR ISN
The Comprehensive IVR functional model is for customers who desire ASR/TTS and who need to use
the ISN to control queued calls or to perform subsequent agent transfer, and who need to outpulse digits
for Transfer Connect.
the ISN to control queued calls or to perform subsequent agent transfer, and who need to outpulse digits
for Transfer Connect.
Note
You cannot establish a call with an IP Phone when in Comprehensive mode.
shows the general architecture of the Comprehensive IVR ISN.
Figure 1-4
Comprehensive IVR ISN Solution
The call flow in
is as follows:
1.
A call arrives from PSTN network to the Gateway.
2.
The Gateway notifies the ISN Voice Browser of the call.
3.
The ISN Voice Browser informs the ISN Application Server that a call has arrived.
4.
The Application Server requests instructions of the NAM/ICM.
5.
As a result of the ICM Network VRU configuration for IVR treatment the Application Server creates
a VXML page, which tells the Voice Browser to transfer the call to an IP port on the Gateway.
a VXML page, which tells the Voice Browser to transfer the call to an IP port on the Gateway.
Note
shows the same Gateway but a separate Gateway could be used.
6.
The Voice Browser transfers the call and retains call control for future transfers.
7.
The Gateway issues a VXML request to the ISN Application Server.
8.
The ISN Application Server requests instructions of the NAM/ICM.
9.
The NAM/ICM consults the customer database/application as needed and determines which scripts
to run and what information to communicate. The NAM/ICM passes this information to the
Application Server.
to run and what information to communicate. The NAM/ICM passes this information to the
Application Server.
10.
The ISN uses the Gateway’s prompt/collect capabilities, possibly with ASR/TTS.