Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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<strong>Cisco</strong> <strong>Unified</strong> Customer Voice Portal (<strong>Unified</strong> CVP) Design Considerations<br />
3-14<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Chapter 3 Design Considerations for High Availability<br />
<strong>Cisco</strong> <strong>Unified</strong> Customer Voice Portal (<strong>Unified</strong> CVP) Design<br />
Considerations<br />
The <strong>Unified</strong> CVP can be deployed with <strong>Unified</strong> CCE as an alternative to <strong>Unified</strong> IP IVR (CRS) for call<br />
treatment and queuing. <strong>Unified</strong> CVP is different from <strong>Unified</strong> IP IVR (CRS) in that it does not rely on<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager for JTAPI call control. <strong>Unified</strong> CVP uses H.323 for call control and is used<br />
in front of <strong>Cisco</strong> <strong>Unified</strong> CallManager or other PBX systems as part of a hybrid <strong>Unified</strong> CCE or<br />
migration solution. (See Figure 3-9.)<br />
Figure 3-9 High Availability with Two <strong>Unified</strong> CVP Call Control Servers<br />
Public<br />
network<br />
TDM<br />
access<br />
T1 lines<br />
CVP voice<br />
CVP voice<br />
T1 lines gateway 1<br />
gateway 2 Gatekeepers<br />
V<br />
V<br />
IDF<br />
switch 1<br />
IDF<br />
switch 2<br />
MDF<br />
switch 1<br />
CVP Call Control<br />
Server<br />
CVP1<br />
CVP2<br />
CVP PG CVP PG<br />
Side A Side B<br />
CVP PG Pair<br />
<strong>Unified</strong> CVP uses the following system components:<br />
MDF<br />
switch 2<br />
Corporate<br />
LAN<br />
Firewall<br />
Call control, CTI data,<br />
IP messaging<br />
TDM voice lines<br />
Ethernet lines<br />
<strong>Cisco</strong> Voice Gateway<br />
The <strong>Cisco</strong> Voice Gateway is typically used to terminate TDM PSTN trunks and calls to transform<br />
them into IP-based calls on an IP network. <strong>Unified</strong> CVP uses specific H.323 voice gateways to<br />
enable more flexible call control models outside of the <strong>Cisco</strong> <strong>Unified</strong> CallManager MGCP control<br />
model. H.323 allows the <strong>Unified</strong> CVP to integrate with multiple IP and TDM architectures for<br />
<strong>Unified</strong> CCE. <strong>Unified</strong> CVP-controlled voice gateways also provide additional functionality using<br />
the <strong>Cisco</strong> IOS built-in Voice Extensible Markup Language (VoiceXML) Browser to provide caller<br />
treatment and call queuing on the voice gateway without having to move the call to a physical IVR<br />
device. The gateway can also use the Media Resource Control Protocol (MRCP) interface to add<br />
automatic speech recognition (ASR) and text-to-speech (TTS) functions on the gateway as well<br />
under <strong>Unified</strong> CVP control.<br />
143943<br />
OL-8669-05
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