Cisco Cisco Unified Customer Voice Portal 10.5(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
11.
If the NAM/ICM instructed that the call should be transferred, the CVP 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).
Standalone VoiceXML Server
With CVP 3.0, you have the option of using the CVP VoiceXML Server as a standalone solution.
Youwould use this option primarily when you want to use self-service types of application. Some of the
features of this option include:
Youwould use this option primarily when you want to use self-service types of application. Some of the
features of this option include:
•
No CVP Voice Browser, Application Server, or ICM is required.
•
The VXML is loaded directly from the gateway flash
•
Functions similar to the CVP Advanced Speech model
Note
The CVP VoiceXML Server allow for only one synchronous blind transfer.
Figure 1-5 show the general architecture of CVP VoiceXML Server standalone option.
Figure 1-5
Standalone CVP VoiceXML Server
The call flow in Figure 1-5 is as follows:
1.
The call arrives from the PSTN network to the Gateway.
2.
The Gateway sends a HTTP URL request to the CVP VoiceXML Server.
3.
CVP VoiceXML Server returns the VXML to be executed on the Gateway Voice Browser.
4.
The VXML returned to the Gateway can include references to ASR/TTS and Media Servers to
recognize voice input, play TTS files, and play .wav files, respectively.
recognize voice input, play TTS files, and play .wav files, respectively.
5.
The gateway can, optionally, transfer the call to the CallManager.
6.
The CallManager can then send the call to an agent.