Cisco Cisco Unified Customer Voice Portal 11.0(1)
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Cisco Internet Service Node (ISN) Product Description
OL-1250-03
Chapter 1 Introduction
Putting It All Together: Deployment Decision-Making
Putting It All Together: Deployment Decision-Making
There are several different architectures available for ISN-based Network VRU solutions. This section
describes questions you should ask when planning the ISN deployment model that would best suit your
needs.
describes questions you should ask when planning the ISN deployment model that would best suit your
needs.
Before You Begin: A Note About IVR Types
Essentially, the NAM/ICM categorizes IVRs into one of two types:
•
Intelligent Peripheral IVRs, where—under NAM/ICM control—the carrier network routes calls to
the IVR and then removes calls from the IVR for delivery to the NIC. With Intelligent Peripheral
IVRs, once the IVR’s prompting or queuing treatment has been completed, the IVR typically has no
further role to play for that call.
the IVR and then removes calls from the IVR for delivery to the NIC. With Intelligent Peripheral
IVRs, once the IVR’s prompting or queuing treatment has been completed, the IVR typically has no
further role to play for that call.
•
Service Node IVR’s, where—following prompting/queuing treatment—the Service Node IVR
initiates call delivery to agents, who are under NAM/ICM control. When functioning as a Service
Node IVR, the ISN can stay involved with a call even after it has been transferred to another VoIP
endpoint.
initiates call delivery to agents, who are under NAM/ICM control. When functioning as a Service
Node IVR, the ISN can stay involved with a call even after it has been transferred to another VoIP
endpoint.
The ISN can act as either IVR type. However, to be able to access all the benefits of the ISN functionality,
deploy the ISN as a Service Node IVR.
deploy the ISN as a Service Node IVR.
Initial Planning
First, ask yourself these questions:
•
Is the ISN acting as the routing client as well, or is there a separate routing client?
The scenario where the ISN is acting as the routing client for the call, as well as the voice response
function itself, is called a Service Node implementation.
function itself, is called a Service Node implementation.
gives the basic architecture. The
ISN is used for both prompting/queuing the call as well as for connecting the call to the call center
agent.
agent.
Figure 1-9
Service Node Implementation (ISN Queuing and Transfer)
V
88625
NewCall
ScriptResult
*
Connect
Setup
DialedNumber
Customer’s
Network-VRU
=Type 5
ConnectToResource (Type 5 VRU Label)
ResourceConnected
NAM
PG
ICM
RunScript
*All scripting could be done in the NAM or ICM
Gateway or
CallManager
ISN
Application
Server
ISN
Voice
Browser