Cisco Cisco Customer Voice Portal 8.0(1)

Cisco

Table of Contents

Preface ...........................................................................................................................................................1

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................3
Conventions................................................................................................................................................4
Obtaining Documentation, Obtaining Support, and Security Guidelines....................................................5

1. Product Overview........................................................................................................................................7

Functional Overview...................................................................................................................................8
Unified CVP Solution Components.............................................................................................................9

SIP and H.323.....................................................................................................................................10
Typical Call Flow..................................................................................................................................10
Unified CVP Product Components......................................................................................................12
Unified CVP Solution Components......................................................................................................16

Prerequisite Tasks....................................................................................................................................19
Internal Interfaces Table...........................................................................................................................21

2. Choosing a Call Control Protocol..............................................................................................................23

SIP, H.323 Comparison............................................................................................................................24
H.323 and Unified CVP............................................................................................................................24

SIP Restrictions...................................................................................................................................24
Queue and Transfer Model...................................................................................................................25

3. Choosing a Deployment Model.................................................................................................................27

Call Flow Models......................................................................................................................................27

Call Director Scenario..........................................................................................................................28
VRU-Only Scenario.............................................................................................................................32
Comprehensive Scenario....................................................................................................................35
VXML Server (Standalone) Scenario...................................................................................................38

Geographic Models..................................................................................................................................42

Centralized Single-Site Geography......................................................................................................43
Centralized Multi-Site Geography........................................................................................................43
Centralized Branch Geography............................................................................................................43
Standalone Branch Geography............................................................................................................44

Physical Models........................................................................................................................................45

4. Performance, Sizing, and Choosing Hardware.........................................................................................47

5. Planning for Reporting..............................................................................................................................49

Sizing........................................................................................................................................................49
Backup and Restore.................................................................................................................................49
Synchronizing Timestamps......................................................................................................................50

6. Creating a Failover Strategy (Designing for High Availability)...................................................................51

High Availability SIP-Based Call Flow......................................................................................................52
High Availability H.323-Based Call Flow...................................................................................................58
Survivability of Existing Calls....................................................................................................................63
Non-Call Handling Components...............................................................................................................65

7. Licensing...................................................................................................................................................67

Planning Guide for Cisco Unified Customer Voice Portal Cisco Unified Customer Voice Portal 4.1(1)

i