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 1 Architecture Overview
Cisco Unified IP Interactive Voice Response (Unified IP IVR)
Unified CVP also provides a queuing platform for the Unified CCE solution. Telephone calls can remain
queued on Unified CVP until they are routed to a contact center agent (or external system). For more
information, refer to the latest version of the Cisco Unified Customer Voice Portal SRND, available at
queued on Unified CVP until they are routed to a contact center agent (or external system). For more
information, refer to the latest version of the Cisco Unified Customer Voice Portal SRND, available at
Cisco Unified IP Interactive Voice Response (Unified IP IVR)
The Unified IP IVR provides prompting, collecting, and queuing capability for the Unified CCE
solution. Unified IP IVR does not provide call control like Unified CVP because it is behind Unified CM
and under the control of the Unified ICM software via the Service Control Interface (SCI). When an
agent becomes available, the Unified ICM software instructs the Unified IP IVR to transfer the call to
the selected agent phone. The Unified IP IVR then requests Unified CM to transfer the call to the
selected agent phone.
solution. Unified IP IVR does not provide call control like Unified CVP because it is behind Unified CM
and under the control of the Unified ICM software via the Service Control Interface (SCI). When an
agent becomes available, the Unified ICM software instructs the Unified IP IVR to transfer the call to
the selected agent phone. The Unified IP IVR then requests Unified CM to transfer the call to the
selected agent phone.
Unified IP IVR is a software application that runs on Intel Pentium-based servers. Each Unified IP IVR
server is capable of supporting up to 300 logical Unified IP IVR ports (depending upon the hardware
server model). You can deploy multiple Unified IP IVR servers with a single Unified CM cluster under
control of Unified CCE.
server is capable of supporting up to 300 logical Unified IP IVR ports (depending upon the hardware
server model). You can deploy multiple Unified IP IVR servers with a single Unified CM cluster under
control of Unified CCE.
The Unified IP IVR has no physical telephony trunks or interfaces like a traditional IVR. The telephony
trunks are terminated at the voice gateway. Unified CM provides the call processing and switching to set
up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the voice gateway to the
Unified IP IVR. The Unified IP IVR communicates with Unified CM via the Java Telephony
Application Programming Interface (JTAPI), and the Unified IP IVR communicates with the Unified
ICM via the Service Control Interface (SCI) with an IVR Peripheral Gateway.
trunks are terminated at the voice gateway. Unified CM provides the call processing and switching to set
up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the voice gateway to the
Unified IP IVR. The Unified IP IVR communicates with Unified CM via the Java Telephony
Application Programming Interface (JTAPI), and the Unified IP IVR communicates with the Unified
ICM via the Service Control Interface (SCI) with an IVR Peripheral Gateway.
The chapter on
discusses how to determine the number of IVR
ports required. For deployments requiring complete fault tolerance, a minimum of two Unified IP IVRs
is required. The chapter on
is required. The chapter on
, provides details on
Unified CCE fault tolerance.
A lower-cost licensing option of the Unified IP IVR is called the Cisco Unified IP Queue Manager
(Unified QM). The Unified QM provides a subset of the Unified IP IVR capability. The database, Java,
and HTTP subsystems are not included the Unified QM software license. The Unified QM provides an
integrated mechanism for prompting and collecting input from callers and for playing queuing
announcements. The sizing for Unified QM and Unified IP IVR are the same.
(Unified QM). The Unified QM provides a subset of the Unified IP IVR capability. The database, Java,
and HTTP subsystems are not included the Unified QM software license. The Unified QM provides an
integrated mechanism for prompting and collecting input from callers and for playing queuing
announcements. The sizing for Unified QM and Unified IP IVR are the same.
Note
Because the Unified IP IVR and Unified QM are so similar, the remainder of this document refers to the
Unified IP IVR only.
Unified IP IVR only.
Cisco Unified Intelligent Contact Management (Unified ICM)
Software
Software
The Cisco ICM software provides contact center features in conjunction with Unified CM and the IP
Queuing platform. Features provided by the ICM software include agent state management, agent
selection, call routing and queue control, IVR control, CTI Desktop screen pops, and contact center
reporting. ICM Release 7.0 runs on Intel Pentium servers running Microsoft Windows 2003 operating
system software and Microsoft SQL Server database management software. The supported Pentium
Queuing platform. Features provided by the ICM software include agent state management, agent
selection, call routing and queue control, IVR control, CTI Desktop screen pops, and contact center
reporting. ICM Release 7.0 runs on Intel Pentium servers running Microsoft Windows 2003 operating
system software and Microsoft SQL Server database management software. The supported Pentium