Cisco Cisco Unified Customer Voice Portal 10.5(1)

During this entire process, the SIP Service, the IVR Service, and the VoiceXML Server send a
stream of reporting events to the Reporting Server (not shown in the diagram, but connected
to the Call Server), which processes and stores the information in a database for later reporting.
All these devices also use SNMP (Simple Network Management Protocol) to support a
monitoring console. Cisco Unified Operations Manager can also be configured to process and
forward SNMP events to higher-level monitoring stations such as HP OpenView.

All components in the solution can be managed by the Operations Console (not shown in the
diagram, but connected to all the components that it manages). The Operations Console uses a
variety of means to pull together the configuration, management, and monitoring of the entire
solution into a single station which can be accessed via a standard web browser.

Figure 2: H.323-Based Unified CVP Solution

If you are using H.323-based call control instead of the SIP-based call control described above,
then the SIP Proxy Server and SIP Service are replaced by a Gatekeeper and H.323 Service.
The message paths are a bit different as well; the Ingress Gateway consults the Gatekeeper but
does not pass messages through it, and the H.323 Service communicates with the IVR Service
rather than directly with Unified ICME.

Unified CVP Product Components

As mentioned above, Unified Customer Voice Portal is both a product and a solution. The
following subsections discuss the components specific to the Unified CVP product.

Call Server

The Call Server provides call control capabilities by means of the various services that make
up the Call Server: ICM Service, SIP Service, IVR Service, and H.323 Service.

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