Cisco Cisco Customer Voice Portal Downloads
Note: See the "
"
12, "Configuring the SIP Devices," in Part 3 for more information.
Unified CVP VRU Call Flow Models with NIC Routing
This section describes the call flows and provides configuration instructions for the following
Unified CVP call flow models:
Unified CVP call flow models:
•
•
•
Note: Be aware that in VRU-Only mode, Unified CVP by itself does not provide queuing
capability; however, it can hold calls being queued when used with Unified ICME/Unified CCE
with appropriate Unified ICME network interface controllers.
capability; however, it can hold calls being queued when used with Unified ICME/Unified CCE
with appropriate Unified ICME network interface controllers.
Type 8 Unified CVP VRU-Only Call Flow Model, Unified ICME
In this call flow model, Unified CVP works with the Voice Gateway to act as the VRU; VRU
voice treatment is provided by the Gateway and can include ASR/TTS.
voice treatment is provided by the Gateway and can include ASR/TTS.
When deployed with a NIC being used to queue and transfer calls (VRU Type 8), the NIC
interfaces to the TDM switch or to the PSTN to transfer the call to an agent.
interfaces to the TDM switch or to the PSTN to transfer the call to an agent.
Note: Neither the Unified CVP H.323 Service nor the Unified CVP SIP Service are part of this
call flow model.
call flow model.
The Unified CVP VRU-Only call flow model requires the following components:
•
Call Server with IVR and ICM Services enabled
•
VoiceXML Gateway
•
Operations Console
•
Unified ICME
Note: The VXML Server and the Reporting Server are optional.
The following figure shows the call flow for the Type 8 call flow model; in this figure, the NIC
transfers the call.
transfers the call.
Note: In the following diagram, solid lines indicate voice paths and dashed lines indicate
signaling paths.
signaling paths.
Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
111
Chapter 2: Configuration Overview
Unified CVP VRU Call Flow Models with NIC Routing