Cisco Cisco Customer Voice Portal 8.0(1)

2. Decide whether you will be using the CUP Server or a non-proxy deployment (local static

route configuration on the Call Server). Also, if using redundant Proxy Servers (primary
and secondary or load balancing), then decide whether to use DNS server lookups for SRV
records or non-DNS based local SRV record configuration.  Configure the SRV records
on the DNS server or locally with an xml file (local xml configuration avoids the overhead
of DNS lookups with each call). (If you decide to use a single CUP Server, then SRV
record usage is not required.)

Ring No Answer (RNA) Settings with SIP

If you are using the CVP RNA settings in SIP (default 60 seconds, minimum 5 seconds, and
maximum 200 seconds), make this value 2 or 3 seconds greater than the Unified ICME Agent
Desk Setting RNA timeout, in order to allow time for the signaling to the agent after the ICM
Router picks the agent via the link with the Peripheral Gateway.

Unified CVP makes a call to the ringtone service on the VXML gateway, followed by sending
the call to the Unified CM trunk for the agent, and this allows enough time for the agent to get
the delivered event after being reserved, and ensuring that Unified ICME reporting is correct
in terms of handled time and RNA call disposition reporting.

Unified CVP Installation

Before using the information in this chapter, you need to do the following:

•

Install the Unified CVP software.

Note: Refer to the 

 (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/

tsd_products_support_series_home.html) for complete installation instructions.

•

Install all the solution components.

•

If you are using Unified CVP as a Unified ICME queuing platform, make sure the VRU PGs
use service control with Service Control reporting enabled. If you are using it strictly as a
self-service platform, disable Service Control reporting. Also, take note of the VRU
Connection Port used for each VRU PG peripheral (PIM).

Note: Refer to the 

 (http:/

/www.cisco.com/en/US/products/sw/custcosw/ps4145/products_user_guide_list.html) and
the 

 (http://www.cisco.com/

en/US/products/sw/custcosw/ps4145/products_user_guide_list.html) for more information
on IVR-related Service Control reporting and queue reporting. For Unified CVP reporting
refer to 

 (http://www.cisco.com/

en/US/products/sw/custcosw/ps1006/
products_installation_and_configuration_guides_list.html)

•

Make sure the NIC cards, Voice GW, and network components all have the Ethernet interfaces
configured with matching speed and duplex settings.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)