Cisco Cisco Customer Voice Portal 8.0(1)

Cisco

Table of Contents

Preface ...........................................................................................................................................................1

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................3
Conventions................................................................................................................................................4
Obtaining Documentation...........................................................................................................................5

Cisco.com..............................................................................................................................................5
Product Documentation DVD.................................................................................................................5
Ordering Documentation........................................................................................................................5

Documentation Feedback...........................................................................................................................6
Product Alerts and Field Notices ...............................................................................................................6
Cisco Product Security Overview...............................................................................................................6

Reporting Security Problems in Cisco Products ...................................................................................7

Obtaining Technical Assistance..................................................................................................................7

Cisco Technical Support & Documentation Website..............................................................................8
Submitting a Service Request...............................................................................................................8
Definitions of Service Request Severity.................................................................................................9

Obtaining Additional Publications and Information.....................................................................................9

1. Product Overview......................................................................................................................................11

Functional Overview.................................................................................................................................12
Unified CVP Solution Components...........................................................................................................13

SIP and H.323.....................................................................................................................................14
Typical Call Flow..................................................................................................................................14
Unified CVP Product Components......................................................................................................16
Unified CVP Solution Components......................................................................................................20

Prerequisite Tasks....................................................................................................................................24
Internal Interfaces Table...........................................................................................................................25

2. Choosing a Call Control Protocol..............................................................................................................27

SIP, H.323 Comparison............................................................................................................................28
H.323 and Unified CVP............................................................................................................................28

SIP Restrictions...................................................................................................................................28
Queue and Transfer Model...................................................................................................................29

3. Choosing a Deployment Model.................................................................................................................31

Call Flow Models......................................................................................................................................31

Call Director Scenario..........................................................................................................................32
VRU-Only Scenario.............................................................................................................................36
Comprehensive Scenario....................................................................................................................39
Standalone VoiceXML Scenario..........................................................................................................42

Geographic Models..................................................................................................................................46

Centralized Single-Site Geography......................................................................................................47
Centralized Multi-Site Geography........................................................................................................47
Centralized Branch Geography............................................................................................................47
Standalone Branch Geography............................................................................................................48

Physical Models........................................................................................................................................49

4. Performance, Sizing, and Choosing Hardware.........................................................................................51

Planning Guide for Cisco Unified Customer Voice Portal 4.0(1)

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