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Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
Chapter 1 Introduction
The IVR problem / The CVP Solution
Note
For detailed information about each CVP IVR functional model—including configuration
instructions—see Appendix C, “CVP Deployment,” in the Cisco CVP Configuration and
Administration Guide.
instructions—see Appendix C, “CVP Deployment,” in the Cisco CVP Configuration and
Administration Guide.
Advanced Speech IVR CVP
The Advanced Speech IVR CVP functional model is for customers who desire ASR/TTS, but do not
need to control queued calls or to outpulse digits for Transfer Connect. In this configuration, the CVP
Voice Browser is not required, using the VXML client on the application gateway instead, and the CVP
consists solely of the Application Server component.
need to control queued calls or to outpulse digits for Transfer Connect. In this configuration, the CVP
Voice Browser is not required, using the VXML client on the application gateway instead, and the CVP
consists solely of the Application Server component.
shows the general architecture of the Advanced Speech IVR CVP.
Figure 1-2
The Advanced Speech IVR CVP Solution
The call flow in
is as follows:
1.
The call arrives from the PSTN network to the Gateway.
2.
The Gateway treats the call using VXML processing and informs the Application Server that a call
has arrived.
has arrived.
3.
The CVP Application Server requests instructions of the NAM/ICM.
4.
The NAM/ICM consults the customer database/application as needed and determines which scripts
to run and what information to communicate. The NAM/ICM passes this information to the
Application Server.
to run and what information to communicate. The NAM/ICM passes this information to the
Application Server.
5.
The CVP uses the Gateway’s prompt/collect capabilities, possibly with ASR/TTS, or CVP VXML
Server.
Server.
6.
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).