Cisco Unified Customer Voice Portal (CVP) 7.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 3-4, 10-2, 14-2

? 12-4

A

ACD 5-13

admission control for calls 3-5

aging cache 12-5

alternate

endpoints 4-23

gatekeeper 4-12, 4-14

application examples 14-11

architecture 1-1

ASR 1-12, 4-28, 7-2, 7-3, 9-6

automatic call distributor (ACD) 5-13

Automatic Speech Recognition (ASR) 1-12, 4-28, 7-2, 7-3, 9-6

B

backup and restore 13-3

bandwidth

for retrieving prompts 12-3

provisioning 9-1, 9-5

Basic Video Service 2-13, 14-7

blind transfer 6-2

blocking media streams 9-9

border element 7-4

branch office

gateways 3-1

media server 12-6

C

cache aging 12-5

caching

prompts 12-3, 12-4

query URLs 12-4

call admission control 9-8

Call Director

deployment model 2-3, 5-7, 6-3

calls

admission control 3-5

control of 2-3, 2-6, 2-10

control traffic 9-3

disposition of 4-5, 4-9, 4-11, 4-14, 4-17, 4-18, 4-23, 4-24, 4-26, 4-27, 4-28, 4-29, 4-30, 4-31

failures 4-14

flows 1-13, 2-2, 2-4, 2-5, 2-8, 2-9, 2-12, 2-15, 3-6, 3-9, 6-2, 6-3, 11-3

help desk 6-2

initial treatment 2-8, 2-9, 2-12

in progress 4-10, 4-16

log files 13-2

maximum number 7-8, 9-7

originated by Cisco UnifiedCM 5-13, 6-1

outbound 6-2

post-ICM 11-4, 11-5

pre-routing 11-3, 11-4, 11-5

queue and collect 14-2

routing 3-10, 5-11

self-service 14-2

survivability 3-4

tracking 13-2

traffic 9-2

transfers 2-3, 2-5, 2-6, 2-8, 2-10, 2-13, 10-1

Call Server 14-3

Call Studio 1-5, 4-26, 8-3

CCE 1-9

Central Controller 9-4

centralized

VoiceXML gateways 4-19

VXML Servers 3-3

Cisco IOS 4-7, 4-16, 12-3

Cisco Unified Border Element 7-4

Cisco Unified Call Studio 1-5, 4-26, 8-3

Cisco Unified Presence 14-6

Cisco Unified Videoconferencing 14-7

clusters 3-8

co-located VXML Servers and gateways 3-3

components of CVP 1-3

Comprehensive deployment model

described 2-6

Using ICM Micro-Apps 5-7, 6-5

Using Unified CVP VXML Server 5-7, 6-6

configuration of

ASR 4-28

caching for prompts 12-3, 12-4

Cisco IOS 4-16

Cisco IOS gateway 4-7

Cisco UnifiedCM 4-30, 6-7

Content Services Switch (CSS) 4-24

dial plan 6-7

gatekeeper 4-13, 4-14

H.323 4-15

HSRP 4-13

Intelligent Contact Management (ICM) 4-31

IVR service 4-17

media server 4-25

originating gateway 4-4

SIP Proxy Server 4-6, 4-9

streaming for prompts 12-3

TTS 4-28

Unified CVP VXML Server 4-27

Unified ICM 6-6

VoiceXML gateway 4-18, 4-20

consultative transfer 6-2

Content Services Switch (CSS) 1-11, 4-23

control traffic 9-3

co-resident

ingress gateway and VoiceXML 4-19

servers 14-4

Correlation ID 5-2, 5-4

CSS 1-11, 4-23

CVP

architecture 1-1

Call Server 14-3

Cisco Unified Call Studio 8-3

components 1-3

co-residency 14-4

described 1-2

GKTMP 11-2

licensing 15-1

Operations Console 13-1

Server 1-4

sizing components 14-1

Video Media Server 1-6

Video Service 4-26, 14-6

D

data

reporting 13-1

traffic 9-4

deployment models

Call Director 2-3

Comprehensive models 2-6

distributed models 3-1

functional models 1-15, 2-1

hosted implementations 5-9, 6-7

Model #1 - Standalone Self-Service 5-7, 6-3

Model #2 - Call Director 5-7, 6-3

Model #3a - Comprehensive Using ICM Micro-Apps 5-7, 6-5

Model #3b - Comprehensive Using Unified CVP VXML Server 5-7, 6-6

Model #4a - VRU Only with NIC Controlled Routing 5-8

Model #4b - VRU Only with NIC Controlled Pre-Routing 5-8

Model #4 - VRU Only 5-8

Network VRU types 5-5

standalone self-service 4-27, 4-29

Unified CVP VXML Server (Standalone) 2-2

VRU only 2-11

design process 1-14

dial peers 3-10

dial plan 6-7

disposition of calls 4-5, 4-9, 4-11, 4-14, 4-17, 4-18, 4-23, 4-24, 4-26, 4-27, 4-28, 4-29, 4-30, 4-31

distributed

deployments 3-1

gateways 3-1

network options 1-15

VoiceXML gateways 4-19, 4-20

DNS Server 1-10

DTMF 7-2, 7-3

E

Egress Gateway 1-7

example applications 14-11

F

firewalls 9-10

flow of calls 6-2, 6-3, 11-3

formal reporting 13-3

Full Video Service 2-14, 14-7

functional deployment models 1-15, 2-1

G

G.711 9-9

gatekeeper

alternate 4-12, 4-14

call admission control 3-5

call routing 3-10

configuration 4-13, 6-7

described 1-9

H.323 3-10

high availability 4-11

HSRP 4-12, 4-13

redundancy 4-12

Gatekeeper Transaction Message Protocol (GKTMP) 11-1

gateways

at a branch office 3-1

centralized 4-19

Cisco IOS 4-7, 4-16

co-located with VXML Servers 3-3

distributed 3-1, 4-19, 4-20

maximum number of calls 7-8

maximum VoiceXML sessions 7-6, 7-7

MGCP 7-9

originating calls 4-4

PSTN 7-2, 7-3

selecting appropriate ones 7-1, 7-5

sizing 6-8, 7-6

using Cisco UnifiedCM 3-3, 3-4

voice egress 1-7

voice ingress 1-6

VoiceXML 1-7, 3-2, 4-18, 7-2, 7-3

GED-125 9-3

GKTMP 11-1

H

H.323

call flow 1-14, 2-5, 2-9, 3-6

characteristics 1-14

configuration 4-15

gatekeeper 3-10

Refer transfer 10-6

Service 4-15

signaling 9-6

hardware for high availability 4-23

health monitoring 13-1

help desk calls 6-2

high availability

deployment options 1-16

design considerations 4-1

Layer 2 switch 4-3

hookflash 3-4, 10-3, 14-2

hosted implementations 5-9, 6-7

HSRP

configuration 4-13

gatekeeper redundancy 4-12

HTTP 8-1

I

IBM Informix Dynamic Server (IDS) 13-3

ICM

call transfers 10-4

Central Controller 9-4

configuration 6-6

high availability 4-31

interactions with CVP 5-1

with AST/TTS 4-29

with Unified CVP VXML Server 4-27

IDS 13-3

IN 10-7

Informix Dynamic Server (IDS) 13-3

infrastructure of the network 9-1

Ingress Voice Gateway 1-6

initial call treatment 2-8, 2-9, 2-12

in-progress calls 4-10, 4-16

Intelligent Contact Management (ICM) 4-31, 5-1

Intelligent Network (IN) Release Trunk Transfers 10-7

IOS 4-7, 4-16, 12-3

IVR Service 4-17

L

Layer 2 switch 4-3

licensing 15-1

log files 13-2

M

managing the Unified CVP system 13-1

maximum

number of calls 7-8, 9-7

VoiceXML sessions 7-6, 7-7

MCU 1-7

media files 9-6, 12-1

Media Gateway Control Protocol (MGCP) 7-9

Media Resource Control Protocol (MRCP) 9-4

media server 1-12, 4-25

media termination point (MTP) 6-8

messages for reporting 14-10

MGCP 7-9, 9-4

microapplications 4-25

Model #1 - Standalone Self-Service 5-7, 6-3

Model #2 - Call Director 5-7, 6-3

Model #3a - Comprehensive Using ICM Micro-Apps 5-7, 6-5

Model #3b - Comprehensive Using Unified CVP VXML Server 5-7, 6-6

Model #4a - VRU Only with NIC Controlled Routing 5-8

Model #4b - VRU Only with NIC Controlled Pre-Routing 5-8

Model #4 - VRU Only 5-8

monitoring the Unified CVP system 13-1

MRCP 9-7

MTP 6-8

multi-language support 8-2

multiple reporting servers 14-10

Multipoint Conference Unit (MCU) 1-7

N

network infrastructure 9-1

Network Interface Controller (NIC) 11-1

network security 9-10

Network VRU types 5-1, 5-5, 5-12

NIC 11-1

non-streaming prompts 12-3

O

OAMP 13-2

OAMP Resource Manager (ORM) 13-2

Operate, Administer, Maintain, Provision (OAMP) 13-2

Operations Console 13-1

Operations Console Server 1-6

originating gateway 4-4

ORM 13-2

outbound calls 6-2

P

peripheral gateway (PG) 9-4

PG 9-4

ports

usage 9-9, 9-10

post-ICM calls 11-4, 11-5

pre-routing 11-3, 11-4, 11-5

presence 14-6

Presence Server 1-9

prompts

bandwidth 12-3

caching 12-3, 12-4

non-streaming 12-3

streaming 12-3

protocol-level call flow 2-2, 2-12, 2-15

provisioning bandwidth 9-1, 9-5

PSTN gateways 7-2, 7-3

Q

QoS 9-1, 9-9

Quality of Service (QoS) 9-1, 9-9

query URLs 12-4

queue-and-collect calls 14-2

R

Radvision components 1-11, 4-28, 14-7

RAID 13-3

RAS 11-1

redundant

gatekeepers 4-12

Refer transfer 10-6

Registration Admission Status (RAS) 11-1

release trunk transfers 10-2

reporting

described 13-1

examples 14-11

messages 14-10

multiple servers 14-10

Server 1-5

servers 14-9

Resource Reservation Protocol (RSVP) 3-9, 9-8

restoring data files 13-3

routing calls 5-11

RSVP 3-9, 9-8

RTP 9-7

S

SBC 7-4

scalability options 1-16

scripting 4-26

security

on the network 9-10

self-service

calls 2-8, 2-9, 2-12, 14-2

deployment model 4-27, 4-29

separate ingress gateway and VoiceXML 4-20

servers

Cisco Unified Presence 14-6

co-resident 14-4

multiple 14-10

reporting 14-9

sizing 6-7

VoiceXML 8-1

session border controller (SBC) 7-4

SIP

call flow 1-13, 2-4, 2-8, 3-9

call transfers 10-6

characteristics 1-14

dial plan 6-7

Proxy Server 1-9, 4-5, 4-9

signaling 9-6

SIP Service 4-9

sizing

components 6-7, 14-1

scalability options 1-16

skill groups 2-8, 2-10, 2-13

Standalone Self-Service deployment model 4-27, 4-29, 5-7, 6-3

statistical monitoring 13-2

streaming of prompts 12-3

survivability of calls 3-4

T

Takeback-and-Transfer (TNT) 10-2

TBCT 10-4, 14-2

TCP socket persistence 12-4

TDM interface 7-3

Telecom Italia Mobile (TIM) 5-8

Text-to-Speech (TTS) 1-12, 4-28, 7-2, 7-3, 9-6

third-party

media server 1-12

VRUs 5-14

TIM 5-8

TNT 10-2

traffic

marking 9-9

voice 9-2, 9-8

transfers

blind 6-2

call transfer options 10-1

consultative 6-2

in Call Director deployments 2-6

in Comprehensive deployments 2-10

in standalone VoiceXML deployments 2-3

to live agent 2-8, 2-10, 2-13

VoIP-based 2-5

warm 6-2

Translation Route ID 5-2, 5-5

troubleshooting 13-1

TTS 1-12, 4-28, 7-2, 7-3, 9-6

Two B Channel Transfer (TBCT) 10-4, 14-2

Type 10 VRU 5-3

Type 2 VRU 5-5

Type 3 VRU 5-4

Type 5 VRU 5-3

Type 7 VRU 5-4

Type 8 VRU 5-5

types of Network VRUs 5-1, 5-5, 5-12

U

Unified Call Studio 1-5, 4-26, 8-3

Unified CM

as egress gateway 3-3

as ingress gateway 3-4

call admission control 3-6

calls originated by 5-13, 6-1

configuration 6-7

described 1-8

high availability 4-30

multiple clusters 3-8

Unified Contact Center Enterprise (CCE) 1-9

Unified Presence 14-6

Unified Presence Server 1-9

V

videoconferencing 14-7

video endpoints 1-8

Video Media Server 1-6

Video Service 4-26, 14-6

VMS 1-6

voice response unit (VRU) 5-14

voice traffic 9-2, 9-8

VoiceXML

alternate endpoints 4-23

call transfers 10-7

centralized servers 3-3

Cisco Unified Call Studio 1-5, 4-26

described 1-1

documents 9-5

Gateway 1-7

gateways 3-2, 4-18, 7-2, 7-3

maximum number of sessions 7-6, 7-7

over HTTP 8-1

Server 1-4, 8-1, 14-3

sizing 14-3

Unified CVP VXML Server 4-27

Unified CVP VXML Server (Standalone) 2-2

VoIP-based

pre-routing 2-4, 2-5

transfers 2-5

VRU 5-14

VRU Only deployment model 2-11, 5-8

VRU Only with NIC Controlled Pre-Routing 5-8

VRU Only with NIC Controlled Routing 5-8

VRU PG 9-4

W

warm consultative transfer 6-2

Web application servers 8-2

wink 10-3