Cisco Cisco Customer Voice Portal 8.0(1)

(Unified CVP Switch leg); the second one transfers the call from the Type 2 Call Server
to the Unified CVP VRU leg. (The VRU leg will usually end up running through the same
Unified CVP Call Server as the Switch leg.)

Note: Non-prerouted calls can also share the same Type 2 Call Servers and Type 2 and
Type 7 Network VRUs; however, scripts which handle non-prerouted calls must also use
an explicit SendToVRU node before they can execute any micro-applications.

Calls Which are Pre-Routed Through a GKTMP NIC (Not Applicable for SIP Deployments)

This call flow is actually a special case of those calls which arrive at Unified ICME through a
pre-route-only NIC, since GKTMP does in fact fall into that category. However, it differs in
that when the call arrives there, it is already in the H.323 realm. In fact, it is an H.323 Gatekeeper
which issues the GKTMP request.

The GKTMP routing script returns not only a translation route to VRU label, but also the IP
address of the specific Unified CVP Call Server which represents the Unified CVP Switch leg
for that call. (The IP address is returned in an ECC variable.) Therefore, the GKTMP pre-route
can be used to perform a kind of custom-scripted load balancing across Unified CVP Call
Servers.

Note: This call flow applies to both Unified ICME and Unified ICMH implementations. In the
latter case, both Unified CVP and the NIC would be deployed at the NAM.

Calls Which are Originated by Unified CM

This category includes all of the following types of calls:

•

"Internal Help Desk" calls, in which a Unified CM phone user calls a CTI Route Point, which
starts a routing script that can optionally deliver the call to Unified CVP for queuing or
self-service.

•

Unified ICME Outbound Option calls, in which a dialer makes outbound calls and then
transfers them to a CTI Route Point; this starts a routing script that can optionally deliver the
call to Unified CVP for queuing or self-service.

•

Consultative Warm Transfer, in which a Unified CM agent places the caller on hold and dials
in to Unified ICME to reach a second agent; this starts a routing script that can optionally
deliver the call to Unified CVP for queuing or self-service.

Note: Refer to "

" for additional information about Consultative Warm Transfer.

Note: If these call flows are used in a Cisco Unified Contact Center Management Portal
environment, the target Unified CVP Call Servers are required to be connected to the same
CICM as the Unified CM from which the call originates. Just as multiple CICMs will require
multiple Unified CMs, so will they require multiple Unified CVP Call Servers.

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