Cisco Cisco Customer Voice Portal Downloads
Before You Begin
Note: Refer to the Planning Guide for Cisco Unified Customer Voice Portal for help in choosing
the appropriate call flow model for your site.
the appropriate call flow model for your site.
In order to use the information in this chapter, you need to know the following:
•
The Unified CVP call flow model you will be implementing.
Note: Be aware that some call flow model names have changed and new call flow models
have been added since the last release.
have been added since the last release.
•
The network topology for your system, including addresses and names of the solution
components.
components.
•
The failover strategy for Gateways, Unified CVP components, and media servers.
•
The strategy for inbound call routing (that is, dial-peers versus Gatekeeper or Proxy Server).
•
The naming resolution system for Gateways (DNS versus configured on the Gateway).
•
If using a VRU other than Unified CVP, the VRU trunk group number and number of trunks.
•
The locale values to be used for ASR and/or TTS.
•
Whether the same set of VRUs are to be used for all cases, or whether that will be determined
separately for each customer (dialed number).
separately for each customer (dialed number).
Note: If all dialed numbers will use the same VRUs, it is easiest to use a default Network
VRU, rather than to configure multiple Network VRUs. For more information, see the
"
VRU, rather than to configure multiple Network VRUs. For more information, see the
"
" section.
Routing Calls Through the Network to the VRU
Most call flow models involve a step in which the call must be transferred to a VoiceXML
gateway. Depending on the specific call flow model in use, one of two techniques will be applied
to direct that transfer. Both techniques involve a label or labels being provided by Unified ICME
or Unified ICMH, and those labels must be configured in the solution's other call routing
components to deliver the call to an appropriate VoiceXML gateway. Such labels are part of
the overall dialed number plan of the contact center, and must be determined prior to configuring
Unified CVP.
gateway. Depending on the specific call flow model in use, one of two techniques will be applied
to direct that transfer. Both techniques involve a label or labels being provided by Unified ICME
or Unified ICMH, and those labels must be configured in the solution's other call routing
components to deliver the call to an appropriate VoiceXML gateway. Such labels are part of
the overall dialed number plan of the contact center, and must be determined prior to configuring
Unified CVP.
For call flow models which use Network VRUs of Type 3, 7, or 10:
•
Determine the Network Routing Number. This number is the base for routing calls through
the network to the VRU; a correlation ID is appended to this number to transfer calls to a
Network VRU through the network.
the network to the VRU; a correlation ID is appended to this number to transfer calls to a
Network VRU through the network.
Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 4.1(1)
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Chapter 2: Configuration Overview
Before You Begin