Cisco Cisco IP Contact Center Release 4.6.2 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
Cisco Unified Customer Voice Portal (Unified CVP) Design
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 or SIP 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 or SIP 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 Using H.323
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 Cisco IOS voice gateways that
support H.323 and SIP to enable more flexible call control models outside of the Unified CM MGCP
control model. H.323 and SIP protocols enable Unified CVP to integrate with multiple IP and TDM
architectures for Unified CCE. Voice gateways controlled by Unified CVP 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 device such as the IP-IVR or a third-party IVR platform. Unified CVP can also
them into IP-based calls on an IP network. Unified CVP uses specific Cisco IOS voice gateways that
support H.323 and SIP to enable more flexible call control models outside of the Unified CM MGCP
control model. H.323 and SIP protocols enable Unified CVP to integrate with multiple IP and TDM
architectures for Unified CCE. Voice gateways controlled by Unified CVP 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 device such as the IP-IVR or a third-party IVR platform. Unified CVP can also
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