Cisco Unified Contact Center Enterprise Solution Reference ...

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