Cisco Cisco IPCC Web Option Leaflet
1-4
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Cisco Unified Customer Voice Portal (Unified CVP)
Cisco Voice Gateways
When you select voice gateways for a Unified CCE deployment, it is important to select voice gateways
that satisfy not only the number of required PSTN trunks but also the busy hour call completion rate on
those trunks. Busy hour call completion rates per PSTN trunk are typically higher in a contact center
than in a normal office environment. For Cisco Catalyst Communications Media Module (CMM) voice
gateways being used in pure contact center deployments, Cisco recommends provisioning a maximum
of four T1/E1 interfaces to ensure that the call processing capacity of the voice gateway is satisfactory.
that satisfy not only the number of required PSTN trunks but also the busy hour call completion rate on
those trunks. Busy hour call completion rates per PSTN trunk are typically higher in a contact center
than in a normal office environment. For Cisco Catalyst Communications Media Module (CMM) voice
gateways being used in pure contact center deployments, Cisco recommends provisioning a maximum
of four T1/E1 interfaces to ensure that the call processing capacity of the voice gateway is satisfactory.
Agent Phones
For a list of supported agent phones, refer to the Cisco Unified Contact Center Enterprise (Unified CCE)
Software Compatibility Guide, available at
Software Compatibility Guide, available at
The following design considerations apply to the Cisco Unified IP Phone 6900 Series:
•
The IP Phone Agent feature is not currently supported.
•
Join and Direct Transfer policy for the same line and across lines should be disabled in the
Unified CM phone administration page for the agent phones.
Unified CM phone administration page for the agent phones.
•
Outbound campaign capability requires Cisco Unified Contact Center Enterprise 7.5(6) or later
release.
release.
•
Unified CM silent monitoring and recording and Remote Silent Monitoring (RSM) is not supported
for Cisco Unified IP Phone 6900 Series agent phones at this time.
for Cisco Unified IP Phone 6900 Series agent phones at this time.
Cisco Unified Customer Voice Portal (Unified CVP)
Unified CVP is a software application running on industry standard servers such as Cisco Media
Convergence Servers (MCS). It provides prompting, collecting, queuing, and call control services using
standard web-based technologies. The Unified CVP architecture is distributed, fault tolerant, and highly
scalable. With the Unified CVP system, voice is terminated on Cisco IOS gateways that interact with the
Unified CVP application server using VoiceXML (speech) and H.323 or SIP (call control).
Convergence Servers (MCS). It provides prompting, collecting, queuing, and call control services using
standard web-based technologies. The Unified CVP architecture is distributed, fault tolerant, and highly
scalable. With the Unified CVP system, voice is terminated on Cisco IOS gateways that interact with the
Unified CVP application server using VoiceXML (speech) and H.323 or SIP (call control).
The Unified CVP software is tightly integrated with the Cisco Unified ICM software for application
control. It interfaces with Unified ICM using the VRU Peripheral Gateway Interface. The Unified ICM
scripting environment controls the execution of building-block functions such as play media, play data,
menu, and collect information. The Unified ICM script can also invoke external VoiceXML applications
to be executed by the Unified CVP VoiceXML Server, an Eclipse and J2EE- based scripting and web
server environment. VoiceXML Server is well suited for sophisticated and high-volume IVR
applications, and it can interact with custom or third-party J2EE-based services. These applications can
return results and control to the Unified ICM script when complete. Advanced load balancing across all
Unified CVP solution components can be achieved by Cisco Content Services Switch (CSS) and
Cisco IOS Gatekeepers or Cisco Unified Presence SIP Proxy Servers.
control. It interfaces with Unified ICM using the VRU Peripheral Gateway Interface. The Unified ICM
scripting environment controls the execution of building-block functions such as play media, play data,
menu, and collect information. The Unified ICM script can also invoke external VoiceXML applications
to be executed by the Unified CVP VoiceXML Server, an Eclipse and J2EE- based scripting and web
server environment. VoiceXML Server is well suited for sophisticated and high-volume IVR
applications, and it can interact with custom or third-party J2EE-based services. These applications can
return results and control to the Unified ICM script when complete. Advanced load balancing across all
Unified CVP solution components can be achieved by Cisco Content Services Switch (CSS) and
Cisco IOS Gatekeepers or Cisco Unified Presence SIP Proxy Servers.
Unified CVP can support multiple grammars for prerecorded announcements in several languages.
Unified CVP can optionally provide automatic speech recognition and text-to-speech capability.
Unified CVP can also access customer databases and applications via the Cisco Unified ICM software.
Unified CVP can optionally provide automatic speech recognition and text-to-speech capability.
Unified CVP can also access customer databases and applications via the Cisco Unified ICM software.