Cisco Cisco Unified Customer Voice Portal 10.0(1)
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Cisco Internet Service Node (ISN) Product Description
OL-1250-03
Chapter 1 Introduction
The IVR problem / The ISN Solution
Note
For detailed information about each ISN IVR functional model—including configuration
instructions—see Appendix C, “ISN Deployment,” in the Cisco ISN Configuration and
Administration Guide.
instructions—see Appendix C, “ISN Deployment,” in the Cisco ISN Configuration and
Administration Guide.
Advanced Speech IVR ISN
The Advanced Speech IVR ISN functional model is for customers who desire ASR/TTS, but do not need
to control queued calls or to outpulse digits for Transfer Connect. In this configuration, the ISN Voice
Browser is not required, using the VXML client on the application gateway instead, and the ISN consists
solely of the Application Server component.
to control queued calls or to outpulse digits for Transfer Connect. In this configuration, the ISN Voice
Browser is not required, using the VXML client on the application gateway instead, and the ISN consists
solely of the Application Server component.
shows the general architecture of the Advanced Speech IVR ISN.
Figure 1-2
The Advanced Speech IVR ISN Solution
The call flow in
is as follows:
1.
The call arrives from the PSTN network to the Gateway.
2.
The Gateway treats the call using VXML processing and informs the Application Server that a call
has arrived.
has arrived.
3.
The ISN Application Server requests instructions of the NAM/ICM.
4.
The NAM/ICM consults the customer database/application as needed and determines which scripts
to run and what information to communicate. The NAM/ICM passes this information to the
Application Server.
to run and what information to communicate. The NAM/ICM passes this information to the
Application Server.
5.
The ISN uses the Gateway’s prompt/collect capabilities, possibly with ASR/TTS.
6.
If the NAM/ICM instructed that the call should be transferred, the ISN requests the Gateway to
transfer the call to the endpoint (either a traditional ACD or IPCC).
transfer the call to the endpoint (either a traditional ACD or IPCC).