Cisco Cisco Unified Customer Voice Portal 10.5(1)

–

Want to prompt/collect using third-party VRUs or ACDs

–

Do not want to use Unified CVP VoiceXML Server

•

VRU-Only. For customers who:

–

Want to use Unified CVP to provide Unified ICME with VRU services—including
integrated self-service applications and/or initial prompt and collect

–

Do not want to use Unified CVP for switching calls

–

May want to use optional Unified CVP VoiceXML Server

–

May want to prompt/collect with optional ASR/TTS

•

Comprehensive. For customers who:

–

Want to use Unified CVP to provide Unified ICME with VoIP call switching capabilities

–

Want to use Unified CVP to provide Unified ICME with VRU services—including
integrated self-service applications, queuing, and/or initial prompt and collect

–

May want to use optional Unified CVP VoiceXML Server

–

May want to prompt/collect with optional ASR/TTS

•

Standalone VoiceXML. For customers who:

–

Want to deploy self-service VoiceXML applications

For more details, and additional information, see the following discussions of the call flow
scenarios.

Note: The Queue and Transfer call flow model, which was supported in previous versions of
CVP, is not supported for new customers in Unified Customer Voice Portal 4.0. New customers
are advised to use the Comprehensive model instead. For more information, see the discussion
at the end of 

.

Call Director Scenario

In this scenario, Unified CVP provides Unified ICME with VoIP call switching capabilities
only. Customers provide their own Service Control VRU if they are using Unified ICME to
queue calls, or they can queue calls directly on their ACD. Calls can be transferred multiple
times, from ingress, to customer-provided VRU, to either Unified CCE or customer-provided
ACD or agent, and back again. When calls are connected to customer-provided equipment, their
voice paths must go to an egress gateway which is connected by TDM to that equipment. If the
signaling is SIP, then Cisco will work with customer-provided SIP endpoints which have been
tested and certified to interoperate with Unified CVP.

Neither the VoiceXML Server nor any VXML Gateways are used in this scenario.

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