Cisco Cisco Unified Customer Voice Portal 10.5(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
An alternative scenario is where the ISN acts as a routing client that, first, switches the call to a 3rd-party
VRU and, then, switches the call to an agent.
VRU and, then, switches the call to an agent.
shows this scenario.
Figure 1-10 ISN as Routing Client with 3rd Party VRU (ISN Queuing and Transfer)
•
If there is a separate routing client, is the ISN connected to the NAM?
One of the most significant differences between a network-hosted VRU (connected to the NAM) and
a customer premise-hosted VRU (connected to the CICM) is the correlation mechanism used. The
correlation mechanism shown in
a customer premise-hosted VRU (connected to the CICM) is the correlation mechanism used. The
correlation mechanism shown in
takes care of uniquely identifying the same call across
the two dialogs that the NAM maintains for each call, one with the routing client and the other with
the VRU Peripheral Gateway. Network-hosted VRUs can generally use a simple correlation ID that
can be passed along with the call, whereas premise hosted VRUs are typically connected through
the PSTN network that cannot transport a correlation ID directly. In that case a translation route
mechanism is used to correlate the calls.
the VRU Peripheral Gateway. Network-hosted VRUs can generally use a simple correlation ID that
can be passed along with the call, whereas premise hosted VRUs are typically connected through
the PSTN network that cannot transport a correlation ID directly. In that case a translation route
mechanism is used to correlate the calls.
Figure 1-11 Network VRU at Customer Premises, Connected to ICM Instead of the ISN
V
88626
NewCall
Connect
Setup
(Type 3 VRU Label +
CorrelationID)
Setup
3rd Party VRU
NAM
PG
PG
ICM
DialedNumber
Customer’s
Network-VRU
=Type 3
ScriptResult
RunScript
*
RequestInstructions
with Correlation ID
Connect (Type 7 VRU Label +CorrelationID)
*All scripting could be done in the NAM or ICM
Gateway or
CallManager
ISN
Application Server
ISN
Voice
Browser
V
88627
NewCall
Connect
Setup
(TranslationRoute Label)
Setup
3rd Party VRU
NAM
PG
PG
ICM
TranslationRouteToVRU = Type 8
RunScriptResult
RunScript
RequestInstructions with
TranslationRoute Label
Connect (TranslationRoute Label)
*
*All scripting is done in ICM
Gateway or
CallManager
ISN
Application Server
ISN
Voice
Browser