для Cisco Cisco Unified Customer Voice Portal 10.5(1)
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Cisco Customer Voice Portal (CVP) Release 3.0(0) Configuration and Administration Guide
Chapter 1 Introduction to CVP
CVP: A Brief Overview
Figure 1-1
A VoIP CVP-based System
Note
For a complete description of CVP Version 3.0 feature set, including examples of different call handling
scenarios, see the Cisco Customer Voice Portal (CVP) Product Description.
scenarios, see the Cisco Customer Voice Portal (CVP) Product Description.
The Cisco Network Application Manager (NAM)/Intelligent Contact Management (ICM) software
uses ICM/IVR messaging technology to direct the CVP’s actions and to receive the CVP’s responses.
The NAM/ICM software and CVP work together to perform such tasks as:
uses ICM/IVR messaging technology to direct the CVP’s actions and to receive the CVP’s responses.
The NAM/ICM software and CVP work together to perform such tasks as:
•
Playing media—such as a recording stating office hours—to a caller.
•
Retrieving caller-entered data, DTMF, or speech.
•
Playing back different types of data—such as an account number or balance—to a caller.
•
Moving calls to other destinations—for example, forwarding to an agent.
•
Get Speech. Also has mechanism for invoking external VXML, including the CVP VoiceXML
Server application.
Server application.
These tasks are driven by instructions that are sent to the CVP from the NAM/ICM.