Cisco Cisco Customer Voice Portal 8.0(1) デザインガイド
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Cisco Unified Customer Voice Portal (CVP) 8.x Solution Reference Network Design (SRND)
OL-15989-06
Chapter 5 Interactions with Cisco Unified ICM
Enhanced User-to-User Information
Configure Unified CVP with Server Group pinging to both primary and secondary CUSP proxies
for outbound calls.
for outbound calls.
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For Non Proxy Deployment:
Configure TDM originating gateways for RAI-targets to provide status in OPTIONS message to
primary and secondary Call Servers. Unified CVP can handle the messages for both reporting and
routing purposes. If used for routing, then the gateway will have to be in a server group by itself on
Unified CVP.
primary and secondary Call Servers. Unified CVP can handle the messages for both reporting and
routing purposes. If used for routing, then the gateway will have to be in a server group by itself on
Unified CVP.
Configure Unified CVP with Server Groups pinging to Unified CVP, VXML gateways and CUCM
elements for outbound calls.
elements for outbound calls.
Configure VXML gateways for rai-targets to provide status in the OPTIONS message to primary
and secondary Call Servers.
and secondary Call Servers.
•
Refer to IOS documentation for recommendations on the high and low watermark settings.
•
Unified CVP Call Servers can be configured to send the same hostname in the contact header of
OPTIONS requests to the gateways. This enables a single rai target to be configured to all Call
Servers. This is important since the limit is only 5 targets. The parameter to set is called Options
Header Override.
OPTIONS requests to the gateways. This enables a single rai target to be configured to all Call
Servers. This is important since the limit is only 5 targets. The parameter to set is called Options
Header Override.
Limitations:
•
RAI not currently supported on Proxy Servers.
CUP and CUSP servers do not currently handle the RAI header of OPTIONS messages, so they will
not mark the status of elements with that information. If VXML gateways are down, Unified CVP
could still send the call via the proxy, because the proxy does not handle incoming RAI headers in
OPTIONS. It is possible to use a local static route scheme on Unified CVP to send all calls to the
proxy except the VXML gateways calls, in order to create a server group for VXML gateways and
take advantage of RAI updates for routing.
not mark the status of elements with that information. If VXML gateways are down, Unified CVP
could still send the call via the proxy, because the proxy does not handle incoming RAI headers in
OPTIONS. It is possible to use a local static route scheme on Unified CVP to send all calls to the
proxy except the VXML gateways calls, in order to create a server group for VXML gateways and
take advantage of RAI updates for routing.
Enhanced User-to-User Information
UUI, is data provided via ISDN Supplementary Services as User-to-User services. The User-to-User
Information feature enables information transfer between calling and called ISDN numbers during call
setup and call disconnect with up to 128 octets of data for each message.
Information feature enables information transfer between calling and called ISDN numbers during call
setup and call disconnect with up to 128 octets of data for each message.
For calls involving Unified CVP transfers or disconnects, you can use the User-to-User Information
feature to pass ISDN data provided from the PSTN, in the GTD, to the Unified ICM router, and then
from Unified ICM to third-party ACDs.
feature to pass ISDN data provided from the PSTN, in the GTD, to the Unified ICM router, and then
from Unified ICM to third-party ACDs.
The ingress/egress gateway can use application specific data in the UUI field for use in CTI applications
and for better third-party ACD integration.
and for better third-party ACD integration.
For example, it is sometimes desirable to capture data from an external system (such as caller-entered
digits from a third-party IVR) and pass that data to Unified ICM on a new call.
digits from a third-party IVR) and pass that data to Unified ICM on a new call.
Unified CVP can send UUI in hex encoded format on the outbound direction of Unified CVP, for
example to the agent or even to the IVR.
example to the agent or even to the IVR.
While UUI is ISDN data, Unified CVP and the gateways support tunneling the ISDN data in SIP
messages on the VoIP side. The data can be encapsulated in the content body of the SIP message in a
Generic Type Descriptor (GTD) content type.
messages on the VoIP side. The data can be encapsulated in the content body of the SIP message in a
Generic Type Descriptor (GTD) content type.