Cisco Unified Customer Voice Portal
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Cisco Unified Customer Voice Portal : Building Unified Contact Centers

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Cisco Unified Customer Voice PortalBuilding Unified Contact Centers Rue Green, CCIE (R) No. 9269 The definitive guide to deploying Cisco Unified Customer Voice Portal IVRs in any contact center environment Thousands of companies are replacing legacy ACD/TDM-based contact centers with pure IP-based unified contact center solutions. One of these solutions is quickly earning market leadership: Cisco Unified Customer Voice Portal (CVP). Now, one of the leading Cisco CVP experts brings together everything network and telephony professionals need to successfully implement production Interactive Voice Response (IVR) solutions with CVP: architectural guidelines, deployment best practices, detailed insights for design and sizing, and more.CCIE Rue Green guides you through designing unified contact centers with CVP, and deploying proven infrastructures to support your designs. The author first explains CVP's architecture, outlining its key advantages and opportunities for integration and illuminating the design challenges it presents. Next, he guides you through addressing each of these challenges, covering all CVP components and tools and offering detailed insights available in no other book.Using this book's detailed working configurations and examples, you can minimize configuration errors, reduce downtime, strengthen monitoring, and drive maximum value from any CVP-based unified call center solution. Rue Green, CCIE No. 9269 (Routing & Switching and Voice), CISSP, MCSE, MCITP is a Technical Leader for the Customer Collaboration Service Line within Cisco Advanced Services, where he focuses on unified contact center architectures and deployment methodologies. He currently acts in a delivery architect role for Unified CVP, Unified ICM, and Cisco Unified Communications Manager for Unified Contact Center Solutions. He has spent the last 21 years working within different roles related to the architecture, design, and implementation of large voice and data networks, including several years working with complex contact center solutions. * Discover CVP's powerful capabilities and advantages* Understand how CVP's components fit together into a unified architecture* Utilize CVP native components: Call Server, VXML Server, Reporting Server, Operations Console Server, and Cisco Unified Call Studio* Integrate non-native components such as IOS devices, Unified ICM, UCM, content load balancers, and third-party servers* Choose the right deployment model for your organization* Implement detailed call flows for Standalone, Call Director, Comprehensive, and VRU-only deployment models* Design Unified CVP for high availability* Efficiently deliver media via streaming, caching, and other techniques* Address crucial sizing, QoS, network latency, and security considerations* Successfully upgrade from older versions or H.323 platforms* Isolate and troubleshoot faults in native and non-native CVP components* Design virtualized Unified CVP deployments using UCS This IP communications book is part of the Cisco Press (R) Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.show more

Product details

  • Paperback | 600 pages
  • 187.96 x 231.14 x 30.48mm | 839.14g
  • Pearson Education (US)
  • Cisco Press
  • Indianapolis, United States
  • English
  • New.
  • 1587142902
  • 9781587142901

About Rue Green

Rue Green, CCIE No. 9269, is a Technical Leader for the Customer Collaboration Service Line within Cisco Advanced Services focusing on Unified Contact Center architectures and deployment methodologies. He currently acts in a delivery architect roleover sighting deployment architectures for Unified CVP, Unified ICM, and Cisco Unified Communications Manager for Unified Contact Center Solutions. Rue has spent the last 21 years working within different roles covering software development to network architecture, design, and implementation for large voice and data networks. Rue has a B.S. degree in computer science and mathematics from Colorado Mesa University. He is also a dual Cisco Certified Internetwork Expert (CCIE #9269) in Routing & Switching and Voice, and a Certified Information System Security Professional (CISSP #75393). He also carries many other vendor and industry certifications such as the Microsoft Certified Systems Engineer with Exchange 2003 emphasis and the newer Microsoft Certified IT Professional: Enterprise Administrator certification on Server 2008.show more

Table of contents

Introduction xvii Chapter 1 Introduction to Unified Customer Voice Portal 1The History of Unified CVP 1What Is Unified Customer Voice Portal? 2What Is VoiceXML? 5Advantages of Deploying Unified CVP 7Summary 7Reference 8Recommended Reading and Resources 8 Chapter 2 Unified CVP Architecture Overview 9What Are the Unified CVP Functional Deployment Models? 9Unified CVP Solution Overview 10Unified CVP Architecture 12Call Server 15 SIP Service 15 ICM Service 16 IVR Service 16Unified CVP VoiceXML Server 17 H.323 Service 17 Unified Call Studio (Formerly Unified CVP VoiceXML Studio) 18Unified CVP Reporting Server 18Unified CVP Operations Console Server (Operations Console) 20Unified CVP Non-Native Solution Components 21Cisco Ingress Voice Gateway 22Cisco VoiceXML Gateway 23Cisco Egress Gateway 24Video Endpoints 25SIP Proxy 25Gatekeeper 27Unified Contact Center Enterprise (Unified CCE) 28Cisco Unified Communications Manager (CUCM) 29Third-Party DNS, Media and ASR/TTS Servers 31 DNS Server 32 Media Server 32 ASR/TTS Server 33Load Balancers: CSS and ACE 34Unified CVP Licensing 35Types of CVP Licenses 35 Unified CVP Server-SW 36 Unified CVP Ports 36 Unified CVP Redundant Ports 37 Unified CVP Call Directors 37 Unified CVP Reporting Servers 37 Cisco Unified Call Studio 38Licensing Native Unified CVP Components 38 Unified CVP Call Server 38 Unified CVP VoiceXML Server 39 Cisco Unified Call Studio 39 Unified CVP Reporting Server 40Determining What You Need 40 Sizing Unified CVP Server Licenses 40 Sizing Unified CVP Port Licenses 41 Sizing Unified CVP Redundant Port Licenses 41 Sizing Unified CVP Call Director Licenses 42Unified CVP Licensing Use Cases 43 Use Case 1: CVP Co-Resident Call Server+VoiceXML Servers and Unified CCE Agents 43 Use Case 2: CVP Standalone 44Summary 44References 44Recommended Readings and Resources 45 Chapter 3 Functional Deployment Models and Call Flows 47Functional Deployment Models 47Standalone Model 47 Component and Protocol-Level Call Flow 48 Call Flow Ladder Diagram 53 Transfers and Subsequent Call Control 54The Call Director Model 55 SIP-Based Protocol-Level and Component Call Flow 57 VoIP Transfers Using SIP 58 SIP Call Flow Ladder Diagram 60 H.323 Protocol-Level and Component Call Flow 61 VoIP Transfers Using H323 63 Transfers and Subsequent Call Control 65Comprehensive Model 66 SIP-Based Protocol-Level and Component Call Flow 68 VoIP Transfers using SIP 72 SIP Call Flow Ladder Diagram 76 H323 Protocol-Level and Component Call Flow 79 VoIP Transfers Using H.323 82 H.323 Call Flow Ladder Diagram 85 Transfers and Subsequent Call Control 88The VRU-Only Model 89 Component Call Flow 91 VoIP Transfers 94 Call Flow Ladder Diagram 94Network VRU Types 95Overview of Unified ICM Network VRUs 95Unified CVP as a Type 10 VRU 96Unified CVP as Type 5 VRU 98Unified CVP as Type 3 or 7 VRU (Correlation ID Mechanism) 99Unified CVP as Type 8 or 2 VRU (Translation Route ID Mechanism) 100Network VRU Types and Unified CVP Call Flow Models 100 Model #1: Standalone Self-Service 102 Model #2: Call Director 102 Model #3a: Comprehensive Using Micro-Apps 102 Model #3b: Comprehensive Using Unified CVP VXML Server 103 Model #4: VRU Only 103 Model #4a: VRU-Only with NIC Controlled Routing 103 Model #4b: VRU-Only with NIC Controlled Prerouting 104Summary 105References 105Recommended Reading and Resources 106 Chapter 4 Designing Unified CVP for High Availability 107Unified CVP Geographic Models 107Single Site 108Multisite with Centralized Call Processing 111Multisite with Distributed Call Processing 115Clustering over the WAN 118Edge Queuing Techniques and Survivability 121Set Transfer Label (H.323) 121Send to Originator or StO (SIP) 125Technology Prefix Stripping (H.323 Only) 128Significant Digits (SIP) 134Locations-Based Call Admission Control (LBCAC) 139 Locations-Based Call Admission Control Call Flow 143Call Survivability 149 Use Case 1: Specific After Hours/ Holiday Priority Versus Open Hours 153 Use Case 2: Specific Open Hours/ Holiday Priority Versus After Hours 154 Use Case 3: One DNIS for All Failures, No Time of Day Routing 154 Use Case 4: Use DNIS to Organize Call Survivability Functionality 155 Use Case 5: Single Survivability Application for Multiple Incoming DNIS Values 156SIP High-Availability Architectures 159Layer 2 Switch Considerations 160Originating Ingress and VoiceXML Gateways 161 Caveats 164SIP Proxy Servers 165 Cisco Unified Presence Server (CUPS) 165 Cisco Unified SIP Proxy (CUSP) 168 Caveats 169Unified CVP Call Server's SIP Considerations 170 Caveats 173Use Case: High Availability Routing with Unified CVP and SIP 173H.323 High-Availability Architectures 181Originating Ingress and VoiceXML Gateways 181 Additional Cisco IOS Gateway and VoiceXML Configurations 184 Caveats 186H.323 Gatekeepers 186Unified CVP Call Server's H.323 Considerations 187 Caveats 187Content Services High-Availability Architectures 188Application Control Engine 188 Stateful Failover 190 Fault-Tolerant (FT) VLAN 191 Caveats 191 ACE Load Balancing 192Cisco Content Services Switch (CSS) 194 Virtual Interface Redundancy 195 Fate Sharing 196 CSS Load Balancing 197 Caveats 198Media Server 199 Caveats 201Unified CVP VoiceXML Server 201 Caveats 202Summary 202References 203Recommended Reading and Resources 204 Chapter 5 Working with Media Files 207IOS-Based IVR and HTTP Client Architectures 207IVR and HTTP Client 208To Stream or Not to Stream 209Caching 212HTTP Client Cache 212HTTP Client Cache Control 213IVR Cache 217IVR Cache Control 218Caching in Streaming and Nonstreaming Mode 218Cache Aging Process 220HTTP Client Cache Background Ager 223Setting the Entire HTTP Client Cache to Stale 223Streaming and Caching Call Flows 226HTTP Connection 230Persistent Connections 231Secure HTTPS Connections 233HTTP Server Response Codes 233HTTP Client Internal Error Codes 235HTTP Client Cookies 235HTTP Client Statistics 236Frequently Asked Questions 240Summary 244Recommended Reading and Resources 244 Chapter 6 Sizing, Networking, and Security Considerations 245Unified CVP Sizing 245Erlang Traffic Models 247Sizing the Unified Call Server 251Sizing the Unified CVP VXML Server 252Sizing the Unified CVP Reporting Server 254Sizing Unified CVP Co-Residency 258Sizing SIP Proxy Servers (CUPS and CUSP) 260Sizing Ingress and VoiceXML Gateways 262Sizing Load Balancers 266Sizing Bandwidth Requirements 267 VoiceXML Documents 268 Media File Retrieval 268 Call Signaling and Voice Bearer Traffic 269 ASR and TTS 270QoS 271Network Latency 273Understanding the Source of Delays 276 SIP Signaling 276 Unified CVP Call Server ping 276 Unified CVP Call Server Root Document 276 Unified CVP VoiceXML Server Root Document Fetch (Cisco Unified Call Studio Only) 277 Cisco Unified Call Studio-based VoiceXML Fetch (Cisco Unified Call Studio Only) 277Mitigation by Injecting Audio 277 Understanding Changes to Survivability.tcl 278 Understanding Changes to Bootstrap.vxml 279 Understanding Changes to SubmitNext.template 279 Understanding Changes to Other Unified CVP VoiceXML Templates 279 Understanding Changes to Cisco Unified Call Studio Application Root Documents 281Implementing the Changes 281 Modifying survivability.tcl 282 Understanding VoiceXML Template Modifications 282 Modifying bootstrap.vxml 283 Modifying SubmitBack.template 284 Modifying GetSpeech-External.template 285 Modifying the Cisco Unified Call Studio Application's Root Document 286Troubleshooting and Tuning the Changes 286 Sample Network Capture 287 IOS Logging 289Security Considerations 291Summary 296References 297Recommended Readings and Resources 297 Chapter 7 Upgrading 299Why Upgrade? 299What Are End of Sale and End of Life? 300Unified CVP 8.x Feature and Scalability Enhancements 301Challenges with Unified Contact Center Product VersionCompatibility 304Unified CVP Upgrade Strategies 306Common Ground Upgrades 307Technology Refresh Upgrades 308Hardware and Software Considerations 309Unified CVP Native Component Upgrade Strategies 311 Use Case 1: Upgrading CVP Units Without Multiphase 312 Use Case 2: Upgrading CVP Units Using Multiphase Approach 313Unified CVP Upgrade Methodology 314H.323 Protocol Migrations to SIP 315H.323 to SIP Feature Parity 316GKTMP Replacement with SIP 320Protocol Migration Approaches 325 Flash Cutover 325 Phased Migration 331Summary 334Recommended Reading and Resources 335 Chapter 8 Troubleshooting 337Troubleshooting Strategies 337Device Status and Detailed Troubleshooting 352Ingress and VXML Gateways 352 T1 Status (Ingress Only) 352 PRI Status (Ingress Only) 354 PRI Debugs (Ingress Only) 355 PRI Busyout (Ingress Only) 357 Dial-Peers (Ingress and VXML Gateways) 358 SIP Related (Ingress and VXML Gateways) 365 H.323 Related (Ingress and VXML Gateways) 371 VXML Applications (Ingress Survivability and VXML Gateways) 374 Media Files (VXML Gateways Only) 382Gatekeepers 388 Status 388 Endpoints and Prefixes 391 Clustering 394SIP Proxy Servers 399 Cisco Unified Presence Server (CUPS) 400 Cisco Unified SIP Proxy (CUSP) 405Unified CVP Call Server 410 Diagnostic Servlet 415 Unified System Command Line Interface (CLI) 422Unified CVP VXML Server 428Unified CVP Reporting Server 430Unified ICM 430 Peripheral Gateway (PG) and Peripheral Interface Manager (PIM) Status 431 Router Log Viewer 434 Script Editor (Real-time Monitor Mode) 435Load Balancers 436 Cisco Content Service Switch (CSS) 436 Cisco Application Content Engine (ACE) 439Matching a Symptom with a Resolution: A Final Thought 439Summary 439Recommended Reading and Resources 440 Chapter 9 Virtualization 443New Data Center Challenges 443Overview of the Cisco Unified Computing System 444UCS Hardware Requirements 446 UCS B200 M1 446 UCS C210 Standalone 447 UCS Hardware Caveats 447Unified CVP Component Capacities and VM ConfigurationRequirements 448Performance Requirements 451Use Cases 452Use Case: Rogger Example 1 453Use Case: Rogger Example 2 454Use Case: Rogger Example 3 454Use Case: Router/Logger 458Summary 461References 461Recommended Reading and Resources 461show more

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