Cisco Cisco Unified Customer Voice Portal 10.5(1)
1-3
Cisco Internet Service Node (ISN) Product Description
OL-1250-03
Chapter 1 Introduction
The IVR problem / The ISN Solution
The ISN has full control of call routing through the whole VoIP networking cloud. This is shown in
, where the ISN takes a call that enters the IVR from the PSTN on the West Coast and switches
it under NAM/ICM direction to an agent on an ACD in Florida. In doing so, it enables the NAM/ICM to
direct the IP voice connection (represented by the thick blue line) across a coast-to-coast IP network.
direct the IP voice connection (represented by the thick blue line) across a coast-to-coast IP network.
At the same time, the Voice Browser retains call control (represented by the thick red lines) on the two
Gateways, so the NAM/ICM system can rearrange the call in the IP network if the agent wants to transfer
the call. Specifically, this means that the NAM/ICM’s Network Transfer feature (which captures an agent
transfer request on an ACD and rearranges the TDM network if the target agent is remote) can migrate
directly to the IP world.
Gateways, so the NAM/ICM system can rearrange the call in the IP network if the agent wants to transfer
the call. Specifically, this means that the NAM/ICM’s Network Transfer feature (which captures an agent
transfer request on an ACD and rearranges the TDM network if the target agent is remote) can migrate
directly to the IP world.
ISN Deployment Models
ISN Version 2.1 provides three deployment models, depending on your ASR/TTS, VRU transfer, and
queuing needs:
queuing needs:
•
Advanced Speech. For customers who:
–
Do not need to use the ISN to control queued calls
–
Do not need use the ISN to perform subsequent agent transfer
–
Do not need to outpulse digits for Transfer Connect
•
Queue and Transfer. For customers who:
–
Want to prompt/collect without using ASR/TTS
–
Use the ISN to control queued calls
–
Use the ISN to perform subsequent agent transfer
–
Need to outpulse digits for Transfer Connect
•
Comprehensive IVR. For customers who:
–
Want to prompt/collect using ASR/TTS
–
Use the ISN to control queued calls
–
Use the ISN to perform subsequent agent transfer
–
Need to outpulse digits for Transfer Connect
The sections that follow provide examples of call flows for each of these models.
Table 1-1
ISN IVR Functionality
ISN IVR Model
ASR/TTS Support?
Queue Point Control?
Network Transfer
Support?
Support?
Outpulse Digits?
Advanced Speech IVR
Yes
No
No
No
Queue and Transfer IVR
No
Yes
Yes
Yes
Comprehensive IVR
Yes
Yes
Yes
Yes