Cisco Cisco Unified Customer Voice Portal 11.0(1)
Detailed component descriptions will be provided later in this document, as we group them
from other perspectives. However, it is worth noting, even at this point, that chief among the
non-CVP-specific products is the Cisco IOS Gateway. This Gateway provides all the
TDM-to-VoIP conversion, VoIP and TDM call switching, MRCP (Media Resource Control
Protocol) interaction with ASR (Automatic Speech Recognition) and TTS (Text-to-Speech)
servers, and of particular importance, the IOS VXML Voice Browser.
from other perspectives. However, it is worth noting, even at this point, that chief among the
non-CVP-specific products is the Cisco IOS Gateway. This Gateway provides all the
TDM-to-VoIP conversion, VoIP and TDM call switching, MRCP (Media Resource Control
Protocol) interaction with ASR (Automatic Speech Recognition) and TTS (Text-to-Speech)
servers, and of particular importance, the IOS VXML Voice Browser.
A Voice Browser acts like a web browser, but for voice rather than visual applications. As such,
it uses HTTP to communicate with a web server. It sends URLs just as web browsers do, but it
receives and renders VXML documents rather than HTML documents. Rendering of a VXML
document amounts to playing voice and text-to-speech (TTS) prompts, and accepting DTMF
(Dual Tone Multi-Frequency) and spoken input. Certain Unified CVP product components play
the role of the web server in this paradigm.
it uses HTTP to communicate with a web server. It sends URLs just as web browsers do, but it
receives and renders VXML documents rather than HTML documents. Rendering of a VXML
document amounts to playing voice and text-to-speech (TTS) prompts, and accepting DTMF
(Dual Tone Multi-Frequency) and spoken input. Certain Unified CVP product components play
the role of the web server in this paradigm.
SIP and H.323
Cisco Unified Customer Voice Portal 4.0 provides the ability to switch calls using Session
Initiation Protocol (SIP) rather than, or in addition to, H.323. Only H.323 was provided in earlier
versions of CVP.
Initiation Protocol (SIP) rather than, or in addition to, H.323. Only H.323 was provided in earlier
versions of CVP.
SIP is the preferred protocol for Unified CVP 4.0.
H.323 support is primarily to provide backward compatibility for users of previous versions of
CVP. These are referred to as legacy deployments.
CVP. These are referred to as legacy deployments.
This topic is treated in more detail in
Typical Call Flow
What follows is a fairly typical call flow scenario which corresponds roughly to the
Comprehensive call flow model. It consists of an incoming call requiring initial self service,
followed by queue treatment, and finally delivery to a Unified ICME agent. Note that this is
only an illustration, presented not as a specification, but as an introduction to the overall flow
of information in a Unified CVP solution. Call flows are discussed further in
Comprehensive call flow model. It consists of an incoming call requiring initial self service,
followed by queue treatment, and finally delivery to a Unified ICME agent. Note that this is
only an illustration, presented not as a specification, but as an introduction to the overall flow
of information in a Unified CVP solution. Call flows are discussed further in
immediately following this call flow discussion.
In reading the following narrative, please consider the two associated diagrams. These represent
the call handling components which are involved in a SIP implementation and an H.323
implementation. Note that important non-call handling components, such as the Reporting
Server and the Operations Console, are not shown.
the call handling components which are involved in a SIP implementation and an H.323
implementation. Note that important non-call handling components, such as the Reporting
Server and the Operations Console, are not shown.
Planning Guide for Cisco Unified Customer Voice Portal 4.0(1)
14
Chapter 1: - Product Overview
Unified CVP Solution Components