Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 3 Design Considerations for High Availability
Cisco Unified Customer Voice Portal (Unified CVP) Design Considerations
Cisco Unified Customer Voice Portal (Unified CVP) Design
Considerations
Considerations
The Unified CVP can be deployed with Unified CCE as an alternative to Unified IP IVR for call
treatment and queuing. Unified CVP is different from Unified IP IVR in that it does not rely on
Unified CM for JTAPI call control. Unified CVP uses H.323 for call control and is used in front of
Unified CM or other PBX systems as part of a hybrid Unified CCE or migration solution. (See
treatment and queuing. Unified CVP is different from Unified IP IVR in that it does not rely on
Unified CM for JTAPI call control. Unified CVP uses H.323 for call control and is used in front of
Unified CM or other PBX systems as part of a hybrid Unified CCE or migration solution. (See
.)
Figure 3-9
High Availability with Two Unified CVP Call Control Servers
Unified CVP uses the following system components:
•
Cisco Voice Gateway
The Cisco Voice Gateway is typically used to terminate TDM PSTN trunks and calls to transform
them into IP-based calls on an IP network. Unified CVP uses specific H.323 voice gateways to
enable more flexible call control models outside of the Unified CM MGCP control model. H.323
allows the Unified CVP to integrate with multiple IP and TDM architectures for Unified CCE.
Unified CVP-controlled voice gateways also provide additional functionality using the Cisco IOS
built-in Voice Extensible Markup Language (VoiceXML) Browser to provide caller treatment and
call queuing on the voice gateway without having to move the call to a physical IVR device. The
gateway can also use the Media Resource Control Protocol (MRCP) interface to add automatic
speech recognition (ASR) and text-to-speech (TTS) functions on the gateway as well under
Unified CVP control.
them into IP-based calls on an IP network. Unified CVP uses specific H.323 voice gateways to
enable more flexible call control models outside of the Unified CM MGCP control model. H.323
allows the Unified CVP to integrate with multiple IP and TDM architectures for Unified CCE.
Unified CVP-controlled voice gateways also provide additional functionality using the Cisco IOS
built-in Voice Extensible Markup Language (VoiceXML) Browser to provide caller treatment and
call queuing on the voice gateway without having to move the call to a physical IVR device. The
gateway can also use the Media Resource Control Protocol (MRCP) interface to add automatic
speech recognition (ASR) and text-to-speech (TTS) functions on the gateway as well under
Unified CVP control.
TDM
access
143943
CVP1
CVP2
MDF
switch 1
Call control, CTI data,
IP messaging
TDM voice lines
Ethernet lines
IP messaging
TDM voice lines
Ethernet lines
CVP Call
Server
Public
network
Public
network
V
IDF
switch 1
IDF
switch 2
V
CVP voice
gateway 1
CVP voice
gateway 2
T1 lines
Gatekeepers
MDF
switch 2
switch 2
Corporate
LAN
Firewall
T1 lines
CVP PG
Side A
CVP PG
Side B
CVP PG Pair