Cisco Cisco E-Mail Manager Unity Integration Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 3 Design Considerations for High Availability
Cisco Unified Customer Voice Portal (Unified CVP) Design Considerations
leverage the Media Resource Control Protocol (MRCP) interface of the Cisco IOS voice gateway to
add automatic speech recognition (ASR) and text-to-speech (TTS) functions on the gateway as well
under Unified CVP control.
add automatic speech recognition (ASR) and text-to-speech (TTS) functions on the gateway as well
under Unified CVP control.
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Unified CVP Call Server
The Unified CVP Call Server provides call control signaling when calls are switched between the
ingress gateway and another endpoint gateway or a Unified CCE agent. It also provides the interface
to the Unified ICM VRU Peripheral Gateway and translates specific Unified ICM VRU commands
into VoiceXML code that is rendered on the Unified CVP Voice Gateway. The Call Server can
communicate with the gateways using H.323 or SIP as part of the solution.
ingress gateway and another endpoint gateway or a Unified CCE agent. It also provides the interface
to the Unified ICM VRU Peripheral Gateway and translates specific Unified ICM VRU commands
into VoiceXML code that is rendered on the Unified CVP Voice Gateway. The Call Server can
communicate with the gateways using H.323 or SIP as part of the solution.
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Unified CVP Media Server
The Unified CVP caller treatment is provided either by using ASR/TTS functions via MRCP or with
predefined .wav files stored on media servers. The media servers act as web servers and serve up
the .wav files to the voice browsers as part of their VoiceXML processing. Media servers can be
clustered using the Cisco Content Services Switch (CSS) products, thus allowing multiple media
servers to be pooled behind a single URL for access by all the voice browsers in the network.
predefined .wav files stored on media servers. The media servers act as web servers and serve up
the .wav files to the voice browsers as part of their VoiceXML processing. Media servers can be
clustered using the Cisco Content Services Switch (CSS) products, thus allowing multiple media
servers to be pooled behind a single URL for access by all the voice browsers in the network.
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Unified CVP VXML Application Server
Unified CVP provides a VoiceXML service creation environment using an Eclipse toolkit browser,
which is hosted on the Unified CVP VXML Application Server. This server also hosts the
Unified CVP VoiceXML runtime environment, where the dynamic VoiceXML applications are
executed and Java and Web Services calls are processed for external systems and database access.
which is hosted on the Unified CVP VXML Application Server. This server also hosts the
Unified CVP VoiceXML runtime environment, where the dynamic VoiceXML applications are
executed and Java and Web Services calls are processed for external systems and database access.
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H.323 Gatekeepers
Gatekeepers are used with Unified CVP to register the voice browsers and associate them with
specific dialed numbers. When calls come into the network, the gateway will query the gatekeeper
to find out where to send the call based upon the dialed number. The gatekeeper is also aware of the
state of the voice browsers and will load-balance calls across them and avoid sending calls to
out-of-service voice browsers or ones that have no available sessions.
specific dialed numbers. When calls come into the network, the gateway will query the gatekeeper
to find out where to send the call based upon the dialed number. The gatekeeper is also aware of the
state of the voice browsers and will load-balance calls across them and avoid sending calls to
out-of-service voice browsers or ones that have no available sessions.
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SIP Proxy Servers
SIP Proxy Servers are used with Unified CVP to select voice browsers and associate them with
specific dialed numbers. When calls come into the network, the gateway will query the SIP Proxy
Server to find out where to send the call based upon the dialed number.
specific dialed numbers. When calls come into the network, the gateway will query the SIP Proxy
Server to find out where to send the call based upon the dialed number.
Availability of Unified CVP can be increased by the following methods:
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Adding redundant Unified CVP Call Servers under control of the Unified ICM Peripheral Gateways,
thus allowing the calls to be balanced automatically across multiple Unified CVP Call Servers.
thus allowing the calls to be balanced automatically across multiple Unified CVP Call Servers.
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Adding TCL scripts to the Unified CVP gateway to handle conditions where the gateway cannot
contact the Unified CVP Call Server to direct the call correctly.
contact the Unified CVP Call Server to direct the call correctly.
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Adding gatekeeper redundancy with HSRP or gatekeeper clustering in H.323.
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Adding Cisco Content Server to load-balance .wav file requests across multiple Unified CVP Media
Servers and VoiceXML URL access across multiple servers.
Servers and VoiceXML URL access across multiple servers.
Note
Calls in Unified CVP are not dropped if the Unified CVP Call Server or Unified CVP PG fails because
they can be redirected to another Unified CVP Call Server on another Unified CVP-controlled gateway
as part of the fault-tolerant design using TCL scripts (which are provided with the Unified CVP images)
in the voice gateway.
they can be redirected to another Unified CVP Call Server on another Unified CVP-controlled gateway
as part of the fault-tolerant design using TCL scripts (which are provided with the Unified CVP images)
in the voice gateway.