Cisco Unified Customer Voice Portal (CVP) 4.x Solution Reference Network Design (SRND)
Index
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Index

Table Of Contents

Symbols - A - B - C - D - E - F - G - H - I - L - M - N - O - P - Q - R - S - T - U - V - W -

Index

Symbols

*8 TNT 4, 2, 1, 2

? 3

A

ACD 12

additional information 12

admission control for calls 4

aging cache 3

alerts and field notices 12

alternate

endpoints 21

gatekeeper 11, 12

application examples 7

architecture 1

ASR 11, 26, 2, 6, 5

assistance, obtaining 12

audience for this document 11

automatic call distributor (ACD) 12

Automatic Speech Recognition (ASR) 11, 26, 2, 6

B

backup and restore 3

bandwidth

for retrieving prompts 1

provisioning 1, 4

blind transfer 2

blocking media streams 9

branch office

gateways 1

media server 4

bugs, reporting 12

C

cache aging 3

caching

prompts 2

query URLs 3

calculating number of licenses required 3

call admission control 8

Call Director

deployment model 3, 6, 3

licenses 2

calls

admission control 4

control of 2, 5, 9

control traffic 2

disposition of 5, 8, 10, 13, 15, 16, 21, 23, 24, 25, 27, 28

failures 13

flows 12, 2, 3, 4, 6, 8, 10, 5, 8, 2, 3

help desk 2

initial treatment 6, 8, 10

in progress 9, 14

log files 2

maximum number 6, 7

originated by Cisco UnifiedCM 12, 1

outbound 2

post-ICM 4, 5

pre-routing 3, 4, 5

queue and collect 1

routing 9, 10

self-service 1

survivability 4

tracking 2

traffic 2

transfers 2, 4, 5, 7, 8, 9, 11, 1

Call Server 7, 2

CCE 8

Central Controller 3

centralized

VoiceXML gateways 17

VoiceXML servers 3

changes for this release 11

Cisco IOS 6, 15, 2

Cisco Technical Assistance Center (TAC) 12

Cisco Unified Presence 3

clusters 7

co-located VoiceXML servers and gateways 2

components of CVP 3

Comprehensive deployment model

described 6

Using CVP VoiceXML Server 7, 6

Using ICM Micro-Apps 6, 5

configuration of

ASR 26

caching for prompts 2

Cisco IOS 15

Cisco IOS gateway 6

Cisco UnifiedCM 27, 7

Content Services Switch (CSS) 22

gatekeeper 12

H.323 14

HSRP 12

Intelligent Contact Management (ICM) 28

IVR service 16

media server 24

originating gateway 4

SIP Proxy Server 6, 8

streaming for prompts 2

TTS 26

Unified ICM 6

VoiceXML gateway 17, 18

VoiceXML Server 25

consultative transfer 2

Content Services Switch (CSS) 10, 22

control traffic 2

co-resident

ingress gateway and VoiceXML 18

servers 3

Correlation ID 2, 4

CSS 10, 22

customer support 12

CVP

architecture 1

Call Director 2

Call Server 2

components 3

co-residency 3

described 2

GKTMP 2

licensing 1

Operations Console 1

Reporting Server 3

Server 4

sizing components 1

Studio 3

D

data

reporting 1

traffic 4

deployment models

Call Director 3

Comprehensive models 6

distributed models 1

functional models 13, 1

hosted implementations 9, 7

Model #1 - Standalone Self-Service 6, 3

Model #2 - Call Director 6, 3

Model #3a - Comprehensive Using ICM Micro-Apps 6, 5

Model #3b - Comprehensive Using CVP VoiceXML Server 7, 6

Model #4a - VRU Only with NIC Controlled Routing 7

Model #4b - VRU Only with NIC Controlled Pre-Routing 8

Model #4 - VRU Only 7

Network VRU types 5

standalone self-service 25, 26

Standalone VoiceXML Server 1

VRU only 9

design process 13

dial peers 9

disposition of calls 5, 8, 10, 13, 15, 16, 21, 23, 24, 25, 27, 28

distributed

deployments 1

gateways 1

network options 13

VoiceXML gateways 18

DNS Server 9

documentation

feedback 12

obtaining 12

related 12

DTMF 2

E

Egress Gateway 7

enforcement of license requirements 4

example applications 7

examples of ordering licenses 3

F

feedback on this document 12

field notices 12

firewalls 10

flow of calls 2, 3

formal reporting 3

functional deployment models 13, 1

G

G.711 9

gatekeeper

alternate 11, 12

call admission control 5

call routing 9

configuration 12

described 8

H.323 9

high availability 10

HSRP 11, 12

redundancy 11

Gatekeeper Transaction Message Protocol (GKTMP) 1

gateways

at a branch office 1

centralized 17

Cisco IOS 6, 15

co-located with VoiceXML servers 2

distributed 1, 18

licensing 5

maximum number of calls 6

maximum VoiceXML sessions 5

MGCP 7

originating calls 4

PSTN 1, 2

selecting appropriate ones 1, 3

sizing 8, 5

using Cisco UnifiedCM 3

voice egress 7

voice ingress 6

VoiceXML 6, 1, 17, 2

GED-125 3

GKTMP 1

H

H.323

call flow 12, 4, 8, 5

configuration 14

gatekeeper 9

Refer transfer 5

Service 13

signaling 6

hardware for high availability 21

health monitoring 1

help desk calls 2

high availability

deployment options 14

design considerations 1

Layer 2 switch 3

history of revisions 12

hookflash 4, 2, 1, 2

hosted implementations 9, 7

HSRP

configuration 12

gatekeeper redundancy 11

HTTP 1

I

IBM Informix Dynamic Server (IDS) 3

ICM

call transfers 4

Central Controller 3

configuration 6

high availability 28

interactions with CVP 1

with AST/TTS 26

with VoiceXML Server 25

IDS 3

IN 5

Informix Dynamic Server (IDS) 3

infrastructure of the network 1

Ingress Voice Gateway 6

initial call treatment 6, 8, 10

in-progress calls 9, 14

Intelligent Contact Management (ICM) 28, 1

Intelligent Network (IN) Release Trunk Transfers 5

IOS 6, 15, 2

IVR Service 16

L

Layer 2 switch 3

licensing 1

log files 2

M

managing the Unified CVP system 1

maximum

number of calls 6, 7

VoiceXML sessions 5

media files 5, 1

Media Gateway Control Protocol (MGCP) 7

Media Resource Control Protocol (MRCP) 3

media server 10, 24

media termination point (MTP) 8

messages for reporting 6

MGCP 7, 3

microapplications 24

Model #1 - Standalone Self-Service 6, 3

Model #2 - Call Director 6, 3

Model #3a - Comprehensive Using ICM Micro-Apps 6, 5

Model #3b - Comprehensive Using CVP VoiceXML Server 7, 6

Model #4a - VRU Only with NIC Controlled Routing 7

Model #4b - VRU Only with NIC Controlled Pre-Routing 8

Model #4 - VRU Only 7

monitoring the Unified CVP system 1

MRCP 7

MTP 8

multi-language support 2

multiple reporting servers 5

N

network infrastructure 1

Network Interface Controller (NIC) 1

network security 10

Network VRU types 1, 5, 12

new for this release 11

NIC 1

non-streaming prompts 2

O

OAMP 2

OAMP Resource Manager (ORM) 2

Operate, Administer, Maintain, Provision (OAMP) 2

Operations Console 1

Operations Console Server 5

originating gateway 4

ORM 2

outbound calls 2

P

peripheral gateway (PG) 3

PG 3

ports

licenses 1

usage 9, 10

post-ICM calls 4, 5

preface to this document 11

pre-routing 3, 4, 5

presence 3

Presence Server 8

problems, reporting 12

products

alerts and field notices 12

security 12

prompts

bandwidth 1

caching 2

non-streaming 2

streaming 2

protocol-level call flow 2, 10

provisioning bandwidth 1, 4

PSTN gateways 1, 2

Q

QoS 1, 9

Quality of Service (QoS) 1, 9

query URLs 3

queue-and-collect calls 1

R

RAID 3

RAS 1

redundant

gatekeepers 11

licenses 3

Refer transfer 5

Registration Admission Status (RAS) 1

releases of software 11, 12

release trunk transfers 1

reporting

described 1

examples 7

messages 6

multiple servers 5

Server 5, 3

servers 4

Resource Reservation Protocol (RSVP) 9, 8

restoring data files 3

revision history 12

routing calls 10

RSVP 9, 8

S

scalability options 14

scripting 24

security

for Cisco products 12

on the network 10

self-service

calls 6, 8, 10, 1

deployment model 25, 26

separate ingress gateway and VoiceXML 18

servers

Cisco Unified Presence 3

co-resident 3

multiple 5

reporting 4

sizing 7

VoiceXML 1

SIP

call flow 12, 3, 6, 8

call transfers 5

Proxy Server 8, 5, 8

Refer 2

signaling 6

SIP Service 8

sizing

components 7, 1

scalability options 14

skill groups 7, 8, 11

software versions 11, 12

Standalone Self-Service deployment model 25, 26, 6, 3

statistical monitoring 2

streaming of prompts 2

Studio

licenses 4

server 3

survivability of calls 4

T

TAC 12

Takeback-and-Transfer (TNT) 2

TBCT 3, 1, 2

TCP socket persistence 3

TDM interface 2

technical assistance 12

Technical Assistance Center (TAC) 12

Telecom Italia Mobile (TIM) 7

Text-to-Speech (TTS) 11, 26, 2, 6

third-party

media server 10

VRUs 14

TIM 7

TNT 2

traffic

marking 9

voice 2, 8

transfers

blind 2

call transfer options 1

consultative 2

in Call Director deployments 5

in Comprehensive deployments 9

in standalone VoiceXML deployments 2

to live agent 7, 8, 11

VoIP-based 4, 5

warm 2

Translation Route ID 2, 4

troubleshooting 1

TTS 11, 26, 2, 6, 5

Two B Channel Transfer (TBCT) 3, 1

Type 10 VRU 2

Type 2 VRU 4

Type 3 VRU 4

Type 5 VRU 3

Type 7 VRU 4

Type 8 VRU 4

types of Network VRUs 1, 5, 12

U

Unified CCE

current release 11

new for this release 11

Unified CM

as egress gateway 3

as ingress gateway 3

call admission control 5

calls originated by 12, 1

configuration 7

described 7

high availability 27

multiple clusters 7

Unified Contact Center Enterprise (CCE) 8

Unified Presence 3

Unified Presence Server 8

V

versions of software 11, 12

voice response unit (VRU) 14

voice traffic 2, 8

VoiceXML

alternate endpoints 21

call transfers 6

centralized servers 3

described 1

documents 5

Gateway 6

gateways 1, 17, 2

maximum number of sessions 5

over HTTP 1

Server 4, 25, 1, 2

sizing 2

standalone server 1

Studio 5, 24

VoIP-based

pre-routing 3, 4

transfers 4, 5

VRU 14

VRU Only deployment model 9, 7

VRU Only with NIC Controlled Pre-Routing 8

VRU Only with NIC Controlled Routing 7

VRU PG 3

W

warm consultative transfer 2

Web application servers 2

wink 2