Cisco Cisco Unified Customer Voice Portal 10.0(1)
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 1 Introduction
The IVR problem / The CVP Solution
The CVP has full control of call routing through the whole VoIP networking cloud. This is shown in
, where the CVP takes a call that enters the IVR from the PSTN on the West Coast and
switches it under NAM/ICM direction to an agent on an ACD in Florida. In doing so, it enables the
NAM/ICM to direct the IP voice connection (represented by the thick blue line) across a coast-to-coast
IP network.
NAM/ICM to direct the IP voice connection (represented by the thick blue line) across a coast-to-coast
IP network.
At the same time, the Voice Browser retains call control (represented by the thick red lines) on the two
Gateways, so the NAM/ICM system can rearrange the call in the IP network if the agent wants to transfer
the call. Specifically, this means that the NAM/ICM’s Network Transfer feature (which captures an agent
transfer request on an ACD and rearranges the TDM network if the target agent is remote) can migrate
directly to the IP world.
Gateways, so the NAM/ICM system can rearrange the call in the IP network if the agent wants to transfer
the call. Specifically, this means that the NAM/ICM’s Network Transfer feature (which captures an agent
transfer request on an ACD and rearranges the TDM network if the target agent is remote) can migrate
directly to the IP world.
CVP Deployment Models
CVP Version 3.0 provides three deployment models, depending on your ASR/TTS, VRU transfer, and
queuing needs:
queuing needs:
•
Advanced Speech. For customers who:
–
Do not need to use the CVP to control queued calls
–
Do not need use the CVP to perform subsequent agent transfer
–
Do not need to outpulse digits for Transfer Connect
–
Want to use optional CVP VoiceXMLServer.
•
Queue and Transfer. For customers who:
–
Want to prompt/collect without using ASR/TTS
–
Use the CVP to control queued calls
–
Use the CVP to perform subsequent agent transfer
–
Need to outpulse digits for Transfer Connect
•
Comprehensive IVR. For customers who:
–
Want to prompt/collect using ASR/TTS
–
Use the CVP to control queued calls
–
Use the CVP to perform subsequent agent transfer
–
Need to outpulse digits for Transfer Connect
–
Want to use optional CVP VoiceXMLServer.
The sections that follow provide examples of call flows for each of these models.
Table 1-1
CVP IVR Functionality
CVP IVR Model
ASR/TTS
Support?
Support?
Queue Point
Control?
Control?
Network Transfer
Support?
Support?
Supports CVP Voice
XML Server Option
XML Server Option
Outpulse
Digits?
Digits?
Advanced Speech IVR
Yes
No
No
Yes
No
Queue and Transfer IVR No
Yes
Yes
No
Yes
Comprehensive IVR
Yes
Yes
Yes
Yes
Yes