Unified CVP
Unified CVP provides Voice over IP (VoIP) routing services for the Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) product. Unified ICME provides the services necessary to determine where calls should be routed, whether to ACDs, specific agents, or to VRUs, but the routing services themselves must be provided by an external routing client.
Traditionally, ICM routing clients were various Public Switch Telephone Network (PSTN) network switches, or customer-provided ACDs. Unified CVP makes it possible for Unified ICME to use VoIP gateways as routing clients as well. This functionality carries a number of advantages, not the least of which is that call traffic can be handled over the IP network rather than by the PSTN carrier, which reduces costs and provides greater network bandwidth.
Unified CVP supports all the features of existing PSTNs and adds additional features. For example, Unified CVP provides a Voice Response Unit (VRU) platform, which includes the ability to prompt for and collect basic data from the caller before delivering the call. Unified CVP enhances this traditional PSTN feature with the use of its own VXML Interactive Voice Response (IVR) application platform. Also, Unified CVP can park calls by providing voice prompts or hold music to callers who are waiting in queue for an agent in Unified ICME.
A typical deployment of the Unified CVP solution requires operating, administering, managing, and provisioning multiple servers and IOS components. The Operations Console is a web-based console that enables users to centrally operate, administer, maintain, and provision the Unified CVP solution.
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This release supports only TLS 1.2. For more information, see Contact Center Enterprise Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html. |
Key Features and Benefits
Unified CVP is a web-based platform that provides carrier-class Interactive Voice Response (IVR) and Internet Protocol (IP) switching services over Voice Over IP (VoIP) networks.
Unified CVP includes these features:
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IP-based services:
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Switching - Unified CVP can transfer calls over an IP network.
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Takeback - Unified CVP can take back a transferred call for further IVR treatment or transfer.
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IVR Services - The classic prompt-and-collect functions: "Press 1 for Sales, 2 for Service," for example.
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Queuing - Calls can be "parked" on Unified CVP for prompting or music on hold, while waiting for a call center agent to be available.
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Voice Enabled IVR Services - Unified CVP provides for sophisticated self-service applications, such as banking, brokerage, or airline reservations.
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Compatibility with Other Cisco Call Routing and VoIP Products - Specifically, Cisco Unified Intelligent Contact Management Hosted (Unified ICMH) or Unified ICME, Cisco Gateways, and Cisco IP Contact Center (IPCC).
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Compatibility with Cisco Unified Communications Manager (Unified CM) - Unified CM manages and switches VoIP calls among IP phones. When combined with Unified ICME, Unified CM becomes the IPCC product.
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Compatibility with the PSTN - Calls can be moved onto an IP-based network for Unified CVP treatment and then moved back out to a PSTN for further call routing to a call center.
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Carrier-Class Platform - Unified CVP is a reliable, redundant, and scalable platform, which allows it to work with service provider and large enterprise networks.
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Reporting - Unified CVP stores detailed call records in a reporting database using a well-documented schema. You can design and run custom reports using the ODBC-compliant reporting tool of your choice.
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Operations Console - A web-based console from which you can centrally operate, administer, maintain, and provision the Unified CVP solution.
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Call Routing Support - Unified CVP provides call routing services for SIP (RFC 3261).
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VXML Services - Unified CVP provides a platform for developing powerful, speech-driven interactive applications accessible from any phone.
The VXML platform includes:
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The Cisco Unified CVP VXML Server, a J2EE- and J2SE-compliant application server that dynamically drives the caller experience.
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The Cisco Unified Call Studio, a drag-and-drop graphical user interface (GUI) for the rapid creation of advanced voice applications.
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Accept Security Certificates
Ensure that the pop-ups are enabled for Operations Console.
After you enter Operations Console URL in your browser, the procedure to add a certificate is as follows:
Install certificates on Windows operating system:
The procedure to add a certificate varies for each browser. The procedure for each browser is as follows:
Internet Explorer
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If you are using a Windows client, signed in as a Windows user, you must run Internet Explorer as an administrator to install the security certificates. In your Start menu, right-click Internet Explorer and select Run as administrator. Contact your administrator if you do not have the required permissions to install the security certificates. |
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A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended) link to open Operations Console sign in page. Operations Console sign in screen appears with a certificate error in the address bar.
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Click on the certificate error that appears in the address bar and then click View Certificates.
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In the Certificate dialog box, click Install Certificate to open the Certificate Import Wizard.
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Select Current User to install the certificate for the current user only, or select Local Machine to install the certificate for all Windows users.
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On the Certificate Import Wizard, click Next.
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Select Place all certificates in the following store and click Browse.
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Select Trusted Root Certification Authorities and click OK.
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Click Next and then click Finish. A Security Warning dialog box appears.
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Click Yes to install the certificate. The Certificate Import dialog box appears.
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Click OK and close the Certificate Import dialog box.
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Close the browser tab. The accepted certificate link is removed from the SSL Certificate Not Accepted dialog box.
Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign-in process is complete.
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To remove the certificate error from the desktop, you must close and reopen your browser. |
Firefox
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On Your connection is not secure page, click Advanced > Add Exception.
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Ensure that the Permanently store this exception box is checked.
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Click Confirm Security Exception.
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On Operations Console sign in page, enter your username and password, and click Sign In.
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In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.
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On the browser tab, click I Understand the Risks > Add Exception. Ensure that the Permanently store this exception box is checked.
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Click Confirm Security Exception. The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it does not automatically close.
Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign-in process is complete.
Chrome and Edge Chromium (Microsoft Edge)
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A page appears that states your connection is not private. To open Operations Console sign in page,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
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Enter your agent ID or username, password, and extension, and then click Sign In.
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In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.
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On the browser tab,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it does not automatically close.
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If you click the certificate link and do not accept it, the certificate link stays enabled in the SSL Certificate Not Accepted dialog box. The certificate error appears every time you sign in. The procedure to permanently accept the certificate is as follows.
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Click on the certificate error that appears in the address bar and then,
In Chrome, select Certificate (Invalid).
In Microsoft Edge, select Certificate (not valid).
The Certificate dialog box appears.
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In the Details tab, click Copy to File. The Certificate Export Wizard appears.
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Click Next.
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Keep the default selection DER encoded binary X.509 (.CER) and click Next.
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Click Browse and select the folder in which you want to save the certificate, enter a recognizable file name and click Save.
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Browse to the folder where you have saved the certificate (.cer file), right-click on the file, and click Install Certificate. The Certificate Import Wizard appears.
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Keep the default selection Current User and click Next.
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Select Place all certificates in the following store and click Browse. The Select Certificate Store dialog box appears.
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Select Trusted Root Certification Authorities and click OK.
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Click Next and then click Finish. A Security Warning dialog box appears that asks if you want to install the certificate.
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Click Yes. A Certificate Import dialog box that states the import was successful appears.
Close the browser and sign in to Operations Console. The security error does not appear in the address bar.
Install certificates on macOS:
The procedure to download a certificate varies for each browser. The procedure for each browser is as follows:
Chrome and Edge Chromium (Microsoft Edge)
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A warning page appears which states that your connection is not private. To open Operations Console sign in page,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
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Click on the certificate error that appears in the address bar and then,
In Chrome, select Certificate (Invalid).
In Microsoft Edge, select Certificate (Not Valid).
A certificate dialog box appears with the certificate details.
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Drag the Certificate icon to the desktop.
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Double-click the certificate. The Keychain Access application opens.
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In the right pane of Keychains dialog, browse to the certificate, right-click on the certificate, and select Get Info from the options that are listed. A dialog appears with more information about the certificate.
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Expand Trust. From the When using this certificate drop-down, select Always Trust.
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Close the dialog box that has more information about the certificate. A confirmation dialog box appears.
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Authenticate the modification of Keychains by providing a password.
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The certificate is now trusted, and the certificate error does not appear on the address bar.
Firefox
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In your Firefox browser, enter Operations Console URL. A warning page appears which states that there is a security risk.
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Click Advanced and then click View Certificate link. The Certificate Viewer dialog box appears.
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Click Details and then click Export. Save the certificate (.crt file) in a local folder.
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If .crt file option is not available, select .der option to save the certificate.
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From the menu, select Firefox > Preferences. The Preferences page is displayed.
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In the left pane, select Privacy & Security.
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Scroll to the Certificates section and click View Certificates .... The Certificate Manager window is displayed.
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Click Import and select the certificate.
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The certificate is now authorized, and the certificate error does not appear on the address bar.