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> IP Interactive Voice Response (<strong>Unified</strong> IP IVR)<br />
1-4<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Chapter 1 Architecture Overview<br />
<strong>Unified</strong> CVP also provides a queuing platform for the <strong>Unified</strong> CCE solution. Telephone calls can remain<br />
queued on <strong>Unified</strong> CVP until they are routed to a contact center agent (or external system). For more<br />
information, refer to the latest version of the <strong>Cisco</strong> <strong>Unified</strong> Customer Voice Portal SRND, available at<br />
http://www.cisco.com/go/srnd<br />
<strong>Cisco</strong> <strong>Unified</strong> IP Interactive Voice Response (<strong>Unified</strong> IP IVR)<br />
The <strong>Unified</strong> IP IVR provides prompting, collecting, and queuing capability for the <strong>Unified</strong> CCE<br />
solution. <strong>Unified</strong> IP IVR does not provide call control like <strong>Unified</strong> CVP because it is behind<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager and under the control of the <strong>Unified</strong> ICM software via the Service Control<br />
Interface (SCI). When an agent becomes available, the <strong>Unified</strong> ICM software instructs the<br />
<strong>Unified</strong> IP IVR to transfer the call to the selected agent phone. The <strong>Unified</strong> IP IVR then requests<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager to transfer the call to the selected agent phone.<br />
<strong>Unified</strong> IP IVR is a software application that runs on Intel Pentium-based servers. Each <strong>Unified</strong> IP IVR<br />
server is capable of supporting up to 300 logical <strong>Unified</strong> IP IVR ports (depending upon the hardware<br />
server model). You can deploy multiple <strong>Unified</strong> IP IVR servers with a single <strong>Cisco</strong> <strong>Unified</strong> CallManager<br />
cluster under control of <strong>Unified</strong> CCE.<br />
The <strong>Unified</strong> IP IVR has no physical telephony trunks or interfaces like a traditional IVR. The telephony<br />
trunks are terminated at the voice gateway. <strong>Cisco</strong> <strong>Unified</strong> CallManager provides the call processing and<br />
switching to set up a G.711 or G.729 Real-Time Transport Protocol (RTP) stream from the voice gateway<br />
to the <strong>Unified</strong> IP IVR. The <strong>Unified</strong> IP IVR communicates with <strong>Cisco</strong> <strong>Unified</strong> CallManager via the Java<br />
Telephony Application Programming Interface (JTAPI), and the <strong>Unified</strong> IP IVR communicates with the<br />
<strong>Unified</strong> ICM via the Service Control Interface (SCI) with an IVR Peripheral Gateway.<br />
The chapter on Sizing Call <strong>Center</strong> Resources, page 8-1 discusses how to determine the number of IVR<br />
ports required. For deployments requiring complete fault tolerance, a minimum of two <strong>Unified</strong> IP IVRs<br />
is required. The chapter on Design Considerations for High Availability, page 3-1, provides details on<br />
<strong>Unified</strong> CCE fault tolerance.<br />
A lower-cost licensing option of the <strong>Unified</strong> IP IVR is called the <strong>Cisco</strong> <strong>Unified</strong> IP Queue Manager<br />
(<strong>Unified</strong> QM). The <strong>Unified</strong> QM provides a subset of the <strong>Unified</strong> IP IVR capability. The database, Java,<br />
and HTTP subsystems are not included the <strong>Unified</strong> QM software license. The <strong>Unified</strong> QM provides an<br />
integrated mechanism for prompting and collecting input from callers and for playing queuing<br />
announcements. The sizing for <strong>Unified</strong> QM and <strong>Unified</strong> IP IVR are the same.<br />
Note Because the <strong>Unified</strong> IP IVR and <strong>Unified</strong> QM are so similar, the remainder of this document refers to the<br />
<strong>Unified</strong> IP IVR only.<br />
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