Gateway Configuration

Configure Gateway

Procedure

Step 1

Log in to Operations Console and click Device Management > Gateway.

The Find, Add, Delete, Edit Gateways window opens.

Step 2

Click Add New.

Note

 

To use an existing Gateway as a template for configuring a new Gateway, select a Gateway from the list of available Gateways and click Use As Template and perform Steps 3 to 5.

Step 3

Click the General tab, enter the field values, and click Save. See General Settings.

Step 4

(Optional) Click the Device Pool tab, enter the field values, and click Save. See Add or Remove Device From Device Pool.

Step 5

Click Save.

Step 6

(Optional) If the call control client placed the Correlation ID in a GTD parameter other than uus.dat, specify the following parameters to configure a gateway to enable incoming UUI to be used as the Correlation ID. 


                            conf t
                            application
                            service <your-cvp-service-name>
                            param use-uui-as-corrid Y (Refer to Note 1)
                            param correlation-gtd-attribute XXX (Refer to Note 2)
                            param correlation-gtd-instance N (Refer to Note 2)
                            param correlation-gtd-field YYY (Refer to Note 2)
                            dial-peer voice 123 pots
                            service <your-cvp-service-name>

Gateway Settings

General Settings

After adding an IOS Gateway, you can run a subset of IOS Gateway commands on the Gateway from the Operations Console.

The Ingress Gateway is the point at which an incoming call enters the Unified CVP solution. It terminates Time Division Multiplexing (TDM) phone lines on one side and implements VoIP on the other side. It also provides for sophisticated call routing capabilities at the command of other Unified solution components. It works with SIP and also supports Media Gateway Control Protocol (MGCP) for use with Unified CM.

The VXML Gateway hosts the IOS voice browser, the component which interprets VXML pages from either the Unified CVP IVR service or the VXML Server, plays .wav files and Text-to-Speech (TTS), inputs voice and Dual Tone Multi Frequency (DTMF), and sends results back to the VXML requestor. It also mediates between Media Servers, Unified CVP VXML Servers, ASR and TTS Servers, and the interactive voice response (IVR) service.

You can deploy the Ingress Gateway separately from the VXML Gateway, but in most implementations they are the same: one Gateway performs both functions. Gateways are often deployed in farms, for centralized deployment models. In Branch deployment models, one combined Gateway is usually located at each branch office.

The service configuration parameters for the Call Server host and port are meant for the VRU-Only call flow model for IOS VoiceXML Gateway. These parameters are optional and you can use them to override the IP address or port number of the Call Server that comes through the SIP app-info header. 


application
service vru-leg flash:bootstrap.tcl
param cvpserverhost xxx.xxx.xxx.xxx		<IP of primary Call Server>
param cvpserverbackup xxx.xxx.xxx.xxx		<IP of backup Call Server>
param cvpserverport 7000 <TCP Port # of Call Server>

An Egress Gateway is typically used in Call Director model to provide access to a call center automatic call distributor (ACD) or third-party IVR.

To configure General settings on a Gateway, on the General tab, enter the field values, as listed in the following table:

Table 1. Unified ICM—General Tab Configuration Settings

Field

Description

Default

Value

Restart Required

IP Address

The IP address of a Unified ICM Server

None

Valid IP address

No

Hostname

The name of the Unified ICM Server

None

Valid DNS name. It includes alphanumeric characters and a dash.

No

Description

Additional information of the Unified ICM Server

None

Up to 1024 characters

No

Device Admin URL

The URL for the Unified ICM Web configuration application.

None

Valid URL

No

Activate Gateway Configuration

Activate the gateway configuration by entering these commands:

Procedure

Step 1

call application voice load CVPSelfService

Step 2

call application voice load HelloWorld

Configure Gateway Settings for Standalone Call Flow Model

After you configure a gateway through Operations Console, configure settings on the gateway.

Procedure

Step 1

All Versions: Transfer the following script, configuration, and .wav files using the Operations Console or through the Unified CVP CD:

  • CVPSelfService.tcl

    Note

     
    This file contains a gateway configuration example.

  • CVPSelfServiceBootstrap.vxml

  • critical_error.wav

  1. Select Bulk Administration > File Transfer > Scripts and Media.

  2. From the Select device type drop-down list, select Gateway.

  3. Select the required file from the Available list, and click the right arrow to move the device to the Selected list.

  4. Click Transfer.

    Note

     
    Ensure to check the transfer status after you click Transfer, because sometimes transfer may fail.

Step 2

All Versions: Perform Steps from the Configure VXML Server Standalone Call Flow Model procedure.

Example: Gateway Settings for Standalone Call Flow Model

The first part of the following example provides the basic configuration for setting a VoiceXML Standalone gateway:

  • Applies a timestamp to debugging and log messages

  • Turns on logging

  • Turns off printing to the command line interface console

  • Sends RTP packets

  • Configures ASR/TTS Server

  • Configures gateway settings

The last part (application) of this example provides the following information:

  • Standalone Service settings for hello_world application on the VXML Server

  • Service requirements for configuring self-service call flow models 


service timestamps debug datetime msec localtime
service timestamps log datetime msec localtime
!
service internal
logging buffered 99999999 debugging
no logging console
!
ip cef
!
voice rtp send-recv

ip host tts-en-us <IP of TTS or MRCP Server>
ip host asr-en-us <IP of ASR or MRCP Server>

voice class codec 1
codec preference 1 g711ulaw
codec preference 2 g729r8

voice service voip
signaling forward unconditional
h323
!
gateway
timer receive-rtcp 6
!
ip rtcp report interval 3000
!
ivr prompt memory 15000
ivr prompt streamed none
ivr asr-server rtsp://asr-en-us/recognizer
ivr tts-server rtsp://tts-en-us/synthesizer

mrcp client timeout connect 10
mrcp client timeout message 10
mrcp client rtpsetup enable
rtsp client timeout connect 10
rtsp client timeout message 10
vxml tree memory 500
http client cache memory pool 15000
http client cache memory file 500
http client connection timeout 60
http client response timeout 30
http client connection idle timeout 10

application
service hello_world flash:CVPSelfService.tcl
param CVPPrimaryVXMLServer <ip address>
param CVPBackupVXMLServer <ip address>
param CVPSelfService-port 7000
param CVPSelfService-SSL 0
-OR-
param CVPSelfService-port 7443
param CVPSelfService-SSL 1
param CVPSelfService-app HelloWorld

service CVPSelfService
flash:CVPSelfServiceBootstrap.vxml
!

Note
The optional param CVPSelfService-SSL 1 line enables HTTPS.

Important
Calls may be rejected with a 403 Forbidden response if Toll Fraud security is not configured correctly. The solution is to add the IP address as a trusted endpoint, or else disable the IP address trusted list authentication altogether using the voice service voip -> "no ip address trusted authenticate" configuration entry.

Example: Dial-Peer for Standalone Call Flow Model with VXML Gateway

The following example provides the configuration for an incoming Pots and VoIP call for the VXML Server (standalone) call flow model:


Note
VXML Server (Standalone) supports an incoming call with a TDM through a T1 port only. Using an FXS port is not supported. 

                            
dial-peer voice 8 pots                        
 description Example incoming POTS dial-peer calling HelloWorld VXML 

Server app                        
 service hello_world                          
 incoming called-number <your DN pattern here>        
 direct-inward-dial

                            
dial-peer voice 800 voip                            
 description Example incoming VOIP dial-peer calling HelloWorld VXML 

Server app                            
 service hello_world                            
 incoming called-number 800.......                            
 voice-class codec 1                            
 dtmf-relay rtp-nte                            
 no vad                            
!

Example: Dial-Peer for Standalone Call Flow Model with Cisco VVB

The following example provides the configuration for an outbound dial-peer VoIP for the VXML Server (standalone) call flow model with Cisco VVB: 


dial-peer voice 8181 voip
description dial-peer to CVVB Selfservice application trigger 
session protocol sipv2
session target ipv4:<destination IP_address for Cisco VVB>
session transport tcp
codec g711ulaw
destination-pattern 1800T
dtmf-relay rtp-nte
no vad

Note

1800XXX is the number dialed which is added as a trigger in Cisco VVB for the self-service application.

Configure Gateway Settings for Comprehensive Call Flow Model

Procedure

Step 1

Install the IOS image on the Ingress Gateway.

For detailed information, see the Cisco IOS documentation.

Step 2

Transfer the following script, configuration, and .wav files to the Ingress gateway through the Operations Console or the Unified CVP product CD:

  • bootstrap.tcl

  • handoff.tcl

  • survivabilty.tcl

  • bootstrap.vxml

  • recovery.vxml

  • ringtone.tcl

  • cvperror.tcl

  • ringback.wav

  • critical_error.wav

Step 3

Configure the Ingress Gateway base settings.

Step 4

Configure the Ingress Gateway service settings.

Step 5

Configure an Ingress Gateway incoming Pots Dial-peer.

Step 6

For SIP without a Proxy Server , complete the following steps:

  1. If you are using DNS query with SRV or A types from the gateway, configure the gateway to use DNS.

    Also, if you are using DNS query with SRV or A types from the gateway, use CLI as shown below:

    Note

     

    Generally, a non-DNS setup is: sip-server ipv4:xx.xx.xxx.xxx:5060 . 

    ip domain name pats.cisco.com
ip name-server 10.86.129.16
sip-ua
sip-server dns:cvp.pats.cisco.com
OR:
ipv4:xx.xx.xxx.xxx:5060

  2. Configure the DNS zone file for the separate DNS server that displays how the Service (SRV) records are configured.

    Note

     

    SRV with DNS can be used in any of the SIP call flow models, with or without a Proxy server. Standard A type DNS queries can be used as well for the calls, without SRV, but they lose the load balancing and failover capabilities.

    See DNS Zone File Configuration for Call Director Call Flow Model.

Step 7

For SIP with a Proxy Server, if you are using the DNS Server, you can set your SIP Service as the Host Name (either A or SRV type).

You can also configure the Gateway statically instead of using DNS. The following example shows how both the A and SRV type records could be configured: 
ip host cvp4cc2.cisco.com 10.4.33.132
ip host cvp4cc3.cisco.com 10.4.33.133
ip host cvp4cc1.cisco.com 10.4.33.131
For SIP/TCP: 
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc3.cisco.com
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc2.cisco.com
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc1.cisco.com
For SIP/UDP: 
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc3.cisco.com
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc2.cisco.com
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc1.cisco.com

Note

 

The DNS Server must be configured with all necessary A type or SRV type records.

See the SIP Devices Configuration and the Operations Console Online Help, Managing devices > Configuring a SIP Proxy Server for details.

Step 8

Transfer files to the VXML Gateway using Step 2.

Step 9

Configure the VXML Gateway base settings.

Step 10

Configure the VXML Gateway service settings.

Step 11

If using ASR and TTS Servers, specify IP addresses for those servers for each locale using the applicable name resolution system for the Gateway (DNS or "ip host" commands).

Note

 

If ASR and TTS use the same server, the MRCP server might allocate one license for the ASR session and a second license for the TTS section. If you are hosting both ASR and TTS on the same speech server, you must select the ASR/TTS use the same MRCP server option in the IVR Service configuration tab in the Operations Console and follow the instructions in the step below.

Do one of the following:  

  • The primary and backup servers must be configured. If using name resolution local to the Gateway (rather than DNS) specify:

    ip host asr- <locale> <ASR server for locale>

    ip host asr- <locale>-backup <backup ASR server for locale>

    ip host tts- <locale> <TTS server for locale>

    ip host tts- <locale>-backup <backup TTS server for locale>

    Example for English US, use:

    ip host asr-en-us 10.86.129.215

Step 12

If you want the ASR and TTS to use the same MRCP server option, you must configure the gateway as follows.

  1. In the IVR Service in the Operations Console, select the ASR/TTS use the same MRCP server option.

  2. Add the following two host names to the gateway configuration:

    • ip host asrtts- <locale> <IP Address Of MRCP Server>

    • ip host asrtts- <locale> -backup <IP Address Of MRCP Server>

      Where the locale might be something like en-us or es-es, resulting in asrtts-en-us or asrtts-es-es.

  3. Change the 'ivr asr-server' and 'ivr tts-server' lines as follows for MRCPV1:

    • ivr asr-server rtsp://asr-en-server/recognizer

    • ivr tts-server rtsp://tts-en-server/synthesizer

  4. Change the 'ivr asr-server' and 'ivr tts-server' lines as follows for MRCPV2:

    • ivr asr-server sip:asr@10.78.26.103

    • ivr tts-server sip:tts@10.78.26.103

Step 13

Configure the speech servers to work with Unified CVP.

Caution

 

The Operations Console can only manage speech servers installed on Windows, not on Linux. If the speech server is installed on Linux, the server cannot be managed.

To ensure that the speech servers work with Unified CVP, you must make the following changes on each speech server as part of configuring the Unified CVP solution.

If you are using Nuance SpeechWorks MediaServer (SWMS), the configuration file is osserver.cfg. If you are using Nuance Speech Server (NSS), the configuration file is NSSserver.cfg.

Make the following changes to the Nuance configuration file:

  • Change: server.resource.2.url VXIString media/speechrecognizer

    To: server.resource.2.url VXIString recognizer

  • Change: server.resource.4.url VXIString media/speechsynthesizer

    To: server.resource.4.url VXIString synthesizer

  • Change: server.mrcp1.resource.3.url VXIString media/speechrecognizer

    To: server.mrcp1.resource.3.url VXIString /recognizer

  • Change: server.mrcp1.resource.2.url VXIString media/speechsynthesizer

    To: server.mrcp1.resource.2.url VXIString media/synthesizer

  • Change: server.mrcp1.transport.port VXIInteger 4900

    To: server.mrcp1.transport.port VXIInteger 554

If you are using Nuance Speech Server 5 and Nuance Vocalizer for Network 5, then make changes to the configuration files for each application. Make the following changes to the Nuance Speech Server 5 configuration file (NSSserver.cfg):

  • Change: server.mrcp1.resource.3.url VXIString media/speechrecognizer

    To: server.mrcp1.resource.3.url VXIString /recognizer

  • Change: server.mrcp1.resource.2.url VXIString media/speechsynthesizer

    To: server.mrcp1.resource.2.url VXIString /synthesizer

  • Change: server.mrcp1.transport.port VXIInteger 4900

    To: server.mrcp1.transport.port VXIInteger 554

  • Change: server.mrcp1.transport.dtmfPayloadType VXIInteger 96

    To: server.mrcp1.transport.dtmfPayloadType VXIInteger 101

  • Uncomment the following: server.rtp.dtmfTriggerLeading VXIInteger 0

    If you are using the Nuance Vocalizer for Network 5 TTS System, the following configuration files will need to be updated:

    <install path>\Nuance Vocalizer for Network 5.0\config\ttsrshclient.xml

  • Change: <ssml_validation>strict</ssml_validation>

    To:<ssml_validation>warn</ssml_validation>

    <install path>\Nuance Vocalizer for Network 5.0\config\ttssapi.xml

  • Change: <ssml_validation>strict</ssml_validation>

    To: <ssml_validation>warn</ssml_validation>

If you are using Nuance Recognizer 10.0 and Nuance Speech Server 6.2, make the following changes to the Nuance configuration file (NSSserver.cfg - C:\Program Files (x86)\Nuance\Speech Server\Server\config):

  • Change: server.mrcp1.resource.3.url VXIString media/speechrecognizer

    To: server.mrcp1.resource.3.url VXIString /recognizer

  • Change: server.mrcp1.resource.2.url VXIString media/speechsynthesizer

    To: server.mrcp1.resource.2.url VXIString /synthesizer

  • Change: server.mrcp1.transport.port VXIInteger 4900

    To: server.mrcp1.transport.port VXIInteger 554

  • Change: server.mrcp1.transport.dtmfPayloadType VXIInteger 96

    To: server.mrcp1.transport.dtmfPayloadType VXIInteger

Make the following change to the Baseline.xml file C:\Program Files\Nuance\Recognizer\config

Change: <ssml_validation>strict</ssml_validation>

To:<ssml_validation>warn</ssml_validation>.

If you are using Nuance Recognizer 10.5 and Nuance Speech Server 6.5, then refer to the relevant Nuance Speech Suite Install Guide available at https://network.nuance.com/portal/server.pt/directory/nuance_speech_suite_10_5/16535.

If you are using Nuance Recognizer 11.0 and Nuance Speech Server 7.0, then refer to the relevant Nuance Speech Suite Install Guide available at https://network.nuance.com/portal/server.pt/directory/nuance_speech_suite_11_0.

Step 14

Configure SIP-Specific Actions.

On the Unified CM server, CCMAdmin Publisher, configure SIP-specific actions:

  1. Create SIP trunks:

    • If you are using a SIP Proxy Server, set up a SIP trunk to the SIP Proxy Server.

    • Add a SIP Trunk for the Unified CVP Call Server.

    • Add a SIP Trunk for each Ingress gateway that will send SIP calls to Unified CVP that might be routed to Unified CM.

    Select Device > Trunk > Add New and add the following:

    • Trunk Type: SIP trunk

    • Device Protocol: SIP

    • Destination Address: IP address or host name of the SIP Proxy Server (if using a SIP Proxy Server). If not using a SIP Proxy Server, enter the IP address or host name of the Unified CVP Call Server.

    • DTMF Signaling Method: RFC 2833

    • Do not check the Media Termination Point Required checkbox.

    • If you are using UDP as the outgoing transport on Unified CVP, also set the outgoing transport to UDP on the SIP Trunk Security Profile.

  2. Add route patterns for outbound calls from Unified CM devices using a SIP Trunk to the Unified CVP Call Server. Also, add a route pattern for error DN.

    Note

     

    CVP solution does not support 100rel. On the SIP profile for the Trunk, confirm that SIP Rel1xx Options are disabled.

    For warm transfers, the call from Agent 1 to Agent 2 does not typically use a SIP Trunk, but you must configure the CTI Route Point for that dialed number on the Unified CM Server and associate that number with your peripheral gateway user (PGUSER) for the JTAPI gateway on the Unified CM peripheral gateway. An alternative is to use the Dialed Number Plan on Unified ICME to bypass the CTI Route Point.

  3. Select Call Routing > Route/Hunt > Route Pattern > Add New.

    • Route Pattern: Specify the route pattern; for example: 3xxx for a TDM phone that dials 9+3xxx and all Unified ICME scripts are set up for 3xxx dialed numbers.

    • Gateway/Route List: Select the SIP Trunk defined in Step 2.

  4. If you are sending calls to Unified CM using an SRV cluster domain name, configure the cluster domain name.

    • Select: Enterprise Parameters > Clusterwide Domain Configuration.

    • Add the Cluster fully qualified domain name: FQDN.

For detailed instructions about using Unified CM and the CUSP Server, see the Cisco Unified SIP Proxy Server documentation.

Step 15

(Optional) Configure the SIP Proxy Server.

From the CUSP Server Administration web page (http://<CUSP server>/admin):

  1. Configure the SIP static routes to the Unified CVP Call Server(s), Unified CM SIP trunks, and Gateways.

    Configure the SIP static routes for intermediary transfers for ring tone, playback dialed numbers, and error playback dialed numbers.

    Note

     

    For failover and load balancing of calls to multiple destinations, configure the CUSP Server static route with priority and weight.

    See the SIP Devices Configuration and SIP Dialed Number Pattern Matching Algorithm for detailed information.

  2. Configure Access Control Lists for Unified CVP calls.

    • Select Proxy Settings > Incoming ACL.

    • Set address pattern: all

  3. Configure the service parameters.

    Select Service Parameters, and set the following:

    • Add record route: off

    • Maximum invite retransmission count: 2

    • Proxy Domain and Cluster Name: if using DNS SRV, set to the FQDN of your Proxy Server SRV name.

  4. Write down the IP address and host name of the SIP Proxy Server. You need this information when configuring the SIP Proxy Server in Unified CVP.

  5. If using redundant SIP Proxy Servers (primary and secondary or load balancing), decide whether to use DNS server lookups for SRV records or non-DNS based local SRV record configuration.

    The Comprehensive call flow model with SIP calls will typically be deployed with dual CUSP Servers for redundancy. In some cases, you might want to purchase a second CUSP Server. Regardless, the default transport for deployment will be UDP. Make sure you always set the AddRecordRoute setting to Off with CUSP Servers.

    Configure the SRV records on the DNS server or locally on Unified CVP with an .xml file (local xml configuration avoids the overhead of DNS lookups with each call).

Step 16

Configure Peripheral Gateways (PGs).

On the NAM, ICM Configuration Manager, PG Explorer tool, configure a peripheral gateway (PG) for the Unified CVP. Configure a PG for each Unified CVP Call Server as follows:

In the tree view pane, select the applicable PG.

Logical Controller tab:

  • Client Type: VRU

  • Name: A name descriptive of this PG

    For example: <location>_A for side A of a particular location

Peripheral tab:

  • Peripheral Name: Descriptive name of this Unified CVP peripheral

    For example: <location>_<cvp1> or <dns_name>

  • Client Type: VRU

  • Select: Enable Post-routing

Advanced tab:

  • Select the name of the Unified CVP VRU from the Network VRU field drop-down list.

    For example: cvpVRU

Routing Client tab:

  • Name: By convention, use the same name as the peripheral

  • Client Type: VRU

  • If you are in a Unified ICMH environment and configuring the CICM, then do the following:

    • Do not select the Network Transfer Preferred checkbox

    • Routing client: INCRP NIC

Note

 

If you are using a VXML gateway that is not co-located, then configure the following dial-peer to handle the error case:

Example:


dial-peer voice 9292 voip
description SIP error dial-peer
session protocol sipv2
session target ipv4:<destination IP_address for the VXML gateway>
session transport tcp
codec g711ulaw
destination-pattern 929292T
dtmf-relay rtp-nte
no vad

This may vary depending on the type of deployment.

Ingress and VoiceXML Gateway Configuration Examples

Example Gateway Settings for Comprehensive Call Flow Model

The first part of the following example provides the basic configuration for setting an Ingress gateway:

  • Applies a timestamp to debugging and log messages

  • Turns on logging

  • Turns off printing to the command line interface console

  • Sends RTP packets

  • Configures gateway settings

The last part of this example provides the following:

  • Allows SIP to play a .wav file that enables caller to hear message from critical_error.wav

  • Performs survivability

  • Enables SIP to play ringtone to caller while caller is being transferred to an agent

  • Logs errors on the gateway when the call fails

  • Defines requirements for SIP Call Server


    Note

    CVP solution does not support 100rel. It can be disabled on the dial-peer level or on a global level under the voice service VoIP section. 


service timestamps debug datetime msec localtime
service timestamps log datetime msec localtime
!
service internallogging buffered 99999999 debuggingn
no logging console
!
ip cef
!voice rtp send-recv
!
voice service voip
signaling forward unconditional 
sip 
min-se 360 
header-passing
!voice class codec 1
codec preference 1 g711ulaw
codec preference 2 g729r8
!
application
service cvperror flash:cvperror.tcl
! 
service cvp-survivability flash:survivability.tcl
! 
service ringtone flash:ringtone.tcl
! 
service handoff flash:handoff.tcl
!gateway
timer receive-rtcp 4
!
ip rtcp report interval 2000
!sip-ua
retry invite 2
timers expires 60000
sip-server ipv4:<IP of CUSP server or Call Server>:5060
reason-header override
!
VoiceXML: Example Gateway Settings for Comprehensive Call Flow Model

The first part of the following example provides the basic configuration for setting a VoiceXML gateway:

  • Applies a timestamp to debugging and log messages

  • Turns on logging

  • Turns off printing to the command line interface console

  • Sends RTP packets

  • Configures ASR/TTS Server

  • Configures gateway settings

The last part of this example provides the following:

  • Initiates the VoiceXML leg

  • Initiates the switch leg of the call

  • Plays a .wav file that enables caller to hear message from critical_error.wav

  • Logs errors on the gateway when the call fails 

service timestamps debug datetime msec
service timestamps log datetime msec
service internal
logging buffered 99999999 debugging
no logging console
ip cef
no ip domain lookup
ip host tts-en-us <IP of TTS or MRCP Server>
ip host asr-en-us <IP of ASR or MRCP Server>
voice rtp send-recv
!
voice service voip
signaling forward unconditional
sip
min-se 360
header-passing
voice class
codec 1 codec preference 1 g711ulaw
codec preference 2 g729r8
!
ivr prompt memory 15000
ivr prompt streamed none
ivr asr-server rtsp://asr-en-us/recognizer
ivr tts-server rtsp://tts-en-us/synthesizer
mrcp client timeout connect 10
mrcp client timeout message 10
mrcp client rtpsetup enable
rtsp client timeout connect 10
rtsp client timeout message 10
vxml tree memory 500
http client cache memory pool 15000
http client cache memory file 500
http client connection timeout 60
http client response timeout 30
http client connection idle timeout 10
gateway
timer receive-rtcp 6
!
ip rtcp report interval 3000
application
service new-call flash:bootstrap.vxml
service cvperror flash:cvperror.tcl
service handoff flash:handoff.tcl
service bootstrap flash:bootstrap.tcl
param cvpserverss1 1
!

Note

The optional param cvpserverss1 1 line enables HTTPS.

Configure Gateway Settings for Call Director Call Flow Model

Procedure

Step 1

Perform Steps 1 to 4 of the Configure Gateway Settings for Comprehensive Call Flow Model procedure.

Step 2

Configure the Ingress Gateway:

  1. Configure the Ingress Gateway dial-peer for the Unified CVP Call Server.

  2. Configure a dial-peer for ringtone and error.

  3. If you are using a Proxy Server, configure your session target in the outbound dial peer to point to the Proxy Server.

  4. If you are using the sip-server global configuration, then configure the sip-server in the sip-ua section to be your Proxy Server and point the session target of the dial-peer to the sip-server global variable.

Note

 

Make sure your dial plan includes this information. You will need to see the Dial plan when you configure the SIP Proxy Server for Unified CVP.

The SIP Service voip dial peer and the destination pattern on the Ingress Gateway must match the DNIS in static routes on the SIP Proxy Server or Unified CVP Call Server.

Step 3

For SIP without a Proxy Server, complete the following steps:

  1. If you are using DNS query with SRV or A types from the gateway, configure the gateway to use DNS.

    See the SIP Devices Configuration and Operations Console online help for detailed instructions. If you are using DNS query with SRV or A types from the gateway, use the gateway configuration CLI as shown below:

    Non-DNS Setup: 

    
sip-ua
sip-server ipv4:xx.xx.xxx.xxx:5060
!

    DNS Setup: 

    
ip domain name patz.cisco.com
ip name-server 10.10.111.16
!
sip-ua
sip-server dns:cvp.pats.cisco.com
!

  2. Configure the DNS zone file for the separate DNS server that displays how the Service (SRV) records are configured.

    Note

     

    SRV with DNS can be used in any of the SIP call flow models, with or without a Proxy server. Standard A type DNS queries can be used as well for the calls, without SRV, but they lose the load balancing and failover capabilities.

    See the DNS Zone File Configuration for Call Director Call Flow Model for more information.

Step 4

For SIP with a Proxy Server, use one of the following methods:

Note

 

You can configure the Gateway statically instead of using DNS.

The following example shows how both the A and SRV type records could be configured: 


ip host cvp4cc2.cisco.com 10.4.33.132
ip host cvp4cc3.cisco.com 10.4.33.133
ip host cvp4cc1.cisco.com 10.4.33.131

For SIP/TCP: 


ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc3.cisco.com
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc2.cisco.com
ip host _sip._tcp.cvp.cisco.com srv 50 50 5060 cvp4cc1.cisco.com

For SIP/UDP: 


ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc3.cisco.com
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc2.cisco.com
ip host _sip._udp.cvp.cisco.com srv 50 50 5060 cvp4cc1.cisco.com

Note

 

The DNS Server must be configured with all necessary A type or SRV type records.

If you are using the DNS Server, you can set your SIP Service as the Host Name (either A or SRV type).

Step 5

On the Unified CM server, CCMAdmin Publisher, complete the following SIP-specific actions:

  1. Create SIP trunks.

    • If you are using a SIP Proxy Server, set up a SIP trunk to the SIP Proxy Server.

    • Add a SIP Trunk for the Unified CVP Call Server.

    • Add a SIP Trunk for each Ingress gateway that will send SIP calls to Unified CVP that might be routed to Unified CM.

    To add an SIP trunk, select Device > Trunk > Add New and use the following parameters:

    • Trunk Type: SIP trunk

    • Device Protocol: SIP

    • Destination Address: IP address or host name of the SIP Proxy Server (if using a SIP Proxy Server). If not using a SIP Proxy Server, enter the IP address or host name of the Unified CVP Call Server.

    • DTMF Signaling Method: RFC 2833

    • Do not check the Media Termination Point Required check box.

    • If you are using UDP as the outgoing transport on Unified CVP, also set the outgoing transport to UDP on the SIP Trunk Security Profile.

    • Connection to CUSP Server: use 5060 as the default port.

  2. Add route patterns for outbound calls from the Unified CM devices using a SIP Trunk to the Unified CVP Call Server. Also, add a route pattern for error DN.

    Select Call Routing > Route/Hunt > Route Pattern > Add New

    Add the following:

    • Route Pattern: Specify the route pattern; for example: 3XXX for a TDM phone that dials 9+3xxx and all Unified ICME scripts are set up for 3xxx dialed numbers.

    • Gateway/Route List: Select the SIP Trunk defined in the previous substep.

    Note

     

    For warm transfers, the call from Agent 1 to Agent 2 does not typically use a SIP Trunk, but you must configure the CTI Route Point for that dialed number on the Unified CM server and associate that number with your peripheral gateway user (PGUSER) for the JTAPI gateway on the Unified CM peripheral gateway. An alternative is to use the Dialed Number Plan on Unified ICME to bypass the CTI Route Point.

  3. If you are sending calls to Unified CM using an SRV cluster domain name, select Enterprise Parameters > Clusterwide Domain Configuration and add the Cluster fully qualified domain name FQDN.

Step 6

(Optionally) Configure the SIP Proxy Server.

  1. Configure the SIP static routes to the Unified CVP Call Servers, Unified CM SIP trunks, and Gateways.

    Configure the SIP static routes for intermediary transfers for ringtone, playback dialed numbers, and error playback dialed numbers.

    Note

     

    For failover and load balancing of calls to multiple destinations, configure the CUSP server static route with priority and weight.

  2. Configure Access Control Lists for Unified CVP calls.

    Select Proxy Settings > Incoming ACL.

    Address pattern: all

  3. Configure the service parameters.

    Select Service Parameters, then set the following:

    • Add record route: off

    • Maximum invite retransmission count: 2

    • Proxy Domain and Cluster Name: if using DNS SRV, set to the FQDN of your Proxy Server SRV name

  4. Write down the IP address and host name of the SIP Proxy Server. (You need this information when configuring the SIP Proxy Server in Unified CVP.)

  5. If using redundant SIP Proxy Servers (primary and secondary or load balancing), then decide whether to use DNS server lookups for SRV records or non-DNS based local SRV record configuration.

    Note

     

    If a single CUSP Server is used, then SRV record usage is not required.

    Configure the SRV records on the DNS server or locally on Unified CVP with a .xml file (local xml configuration avoids the overhead of DNS lookups with each call).

    Note

     

    See the Local SRV File Configuration Example for SIP Messaging Redundancy section for details.

    The Call Director call flow model with SIP calls will typically be deployed with dual CUSP servers for redundancy. In some cases, you might want to purchase a second CUSP server. Regardless, the default transport for deployment will be UDP; make sure you always disable the record-route in a CUSP server as this advanced feature is not supported in Contact Center deployments.

    For the required settings in the Unified CM Publisher configuration, see the Cisco Unified SIP Proxy documentation.

Step 7

Configure the PGs for the switch leg.

On Unified ICME, ICM Configuration Manager, PG Explorer tool:

  1. Configure each peripheral gateway (PG) to be used for the Switch leg. In the tree view pane, select the applicable PG, and set the following:

    1. Logical Controller tab:

      • Client Type: VRU

      • Name: A name descriptive of this PG

        For example: <location>_A for side A of a particular location

    2. Peripheral tab:

      • Peripheral Name: A name descriptive of this Unified CVP peripheral

        For example: <location>_<cvp1> or <dns_name>

      • Client Type: VRU

      • Select the check box: Enable Post-routing

    3. Routing Client tab:

      • Name: By convention, use the same name as the peripheral.

      • Client Type: VRU

    For more information, see the ICM Configuration Guide for Cisco ICM Enterprise Edition.

  2. Configure a peripheral for each Unified CVP Call Server to be used for a Switch leg connected to each peripheral gateway.

Configure Gateway Settings for VRU-Only Call Flow Model: Type 8

Procedure

Step 1

Using the Unified CVP Operations Console or the Unified CVP product CD, transfer the following script, configuration, and .wav files to the VoiceXML Gateway used for the VRU leg. Perform Step 2 of the Configure Gateway Settings for Comprehensive Call Flow Model procedure.

Step 2

Configure the VXML gateway base settings.

Step 3

Configure the VXML gateway service settings.

Step 4

Configure the ICM service.

Using the Operations Console, select Device Management > CVP Call Server > ICM tab. On each Unified CVP Call Server, configure the ICM Service by specifying the following required information:

  1. VRU connection port number.

    Set the VRU Connection Port to match the VRU connection Port defined in ICM Setup for the corresponding VRU peripheral gateway (PIM).

  2. Maximum Length of DNIS.

    Set the maximum length DNIS to a number which is at least the length of the translation route DNIS numbers.

    Example: if the Gateway dial pattern is 1800******, the maximum DNIS length is 10.

  3. Call service IDs: New Call and Pre-routed.

    Enter the new and pre-routed call service IDs. Configure the ports for both groups according to the licenses purchased, call profiles, and capacity by completing the required fields on this tab.

  4. Trunk group IDs: New Call and Pre-routed.

    • Enter the new and pre-routed call trunk group IDs

    • Configure the group number for the Pre-routed Call Trunk group. The group number must match the trunk group number in the Network Trunk group used for the translation route

    • Configure the number of ports according to the licenses purchased and capacity

    • Configure each of the numbers used for translation routes. (The "New Call" group is not used since the calls are being sent to the VRU (Unified CVP) after some initial processing by the NIC/Unified ICME)

  5. Dialed numbers used in the translation route.

    Add the dialed numbers in the DNIS field.

  6. Check the default values of the other settings and change, if desired.

VoiceXML Gateway Configuration Examples

Example Gateway Settings for Type 8 Call Flow Model
The first part of the following example provides the basic configuration for setting a VoiceXML gateway:

  • Applies a timestamp to debugging and log messages

  • Turns on logging

  • Turns off printing to the command line interface console

  • Sends RTP packets

  • Configures ASR/TTS Server

  • Configures gateway settings

The last part of this example provides the following:

  • Initiates the VoiceXML leg

  • Plays a .wav file that enables caller to hear message from critical_error.wav

  • Logs errors on the gateway when the call fails

service timestamps debug datetime msec
service timestamps log datetime msec
service internal
logging buffered 99999999 debugging
no logging console
ip cef
no ip domain lookup
ip host tts-en-us <IP of TTS or MRCP Server>
ip host asr-en-us <IP of ASR or MRCP Server>
voice rtp send-recv
!
voice service voip
allow-connections h323 to h323
signaling forward unconditional
h323
sip
min-se 360
header-passing
voice class codec 1
codec preference 1 g711ulaw
codec preference 2 g729r8
!
ivr prompt memory 15000
ivr prompt streamed none
ivr asr-server rtsp://asr-en-us/recognizer
ivr tts-server rtsp://tts-en-us/synthesizer
mrcp client timeout connect 10
mrcp client timeout message 10
mrcp client rtpsetup enable
rtsp client timeout connect 10
rtsp client timeout message 10
vxml tree memory 500
http client cache memory file 500
http client connection timeout 60
http client response timeout 30
http client connection idle timeout 10
gateway
timer receive-rtcp 6
!
ip rtcp report interval 3000
application
service new-call flash:bootstrap.vxml
service cvperror flash:cvperror.tcl
service handoff flash:handoff.tcl
Example of Dial-peer for ICM VRU Label for Type 8 Call Flow Model
The following example provides the configuration for an ICM VRU label dial-peer for the Type8 Unified CVP VRU-Only call flow model:

dial-peer voice 777 voip
 description ICM VRU label
 service bootstrap
 voice-class codec 1
 incoming called-number <your sendtovru label pattern here> 
 dtmf-relay rtp-nte
 no vad
 !

Configure Gateway Settings for VRU-Only: Type 7

Procedure

Step 1

Transfer the following script, configuration, and .wav files to the VoiceXML Gateway used for the VRU leg, using the Unified CVP Operations Console. Perform Step 2 of the Configure Gateway Settings for Comprehensive Call Flow Model procedure.

Step 2

Configure the VoiceXML gateway base settings.

Step 3

Configure the VoiceXML gateway service settings.

Step 4

Configure the ICM Service for each Call Server.

In the Operations Console, select Device Management > CVP Call Server > ICM tab. For each Unified CVP Call Server, configure the ICM Service by specifying the following required information:

  1. VRU connection port number.

    Set the VRU Connection Port to match the VRU connection Port defined in ICM Setup for the corresponding VRU peripheral gateway (PIM).

  2. Set the maximum length DNIS to the length of the Network Routing Number.

    Example: if the Gateway dial pattern is 1800******, the maximum DNIS length is 10.

  3. Call service IDs: New Call and Pre-routed.

    Enter the new and pre-routed call service IDs. Configure the ports for both groups according to the licenses purchased, call profiles, and capacity by completing the required fields on this tab

  4. Trunk group IDs: New Call and Pre-routed.

    Enter the new and pre-routed call trunk group IDs. Configure the group number for the Pre-routed Call Trunk group. The group number must match the trunk group number in the Network Trunk group used for the translation route.

    Configure the number of ports according to the licenses purchased and capacity. Configure each of the numbers used for translation routes. (The "New Call" group is not used since the calls are being sent to the VRU (Unified CVP) after some initial processing by the NIC/Unified ICME.)

  5. Check the default values of other settings and change, if desired.

VoiceXML Gateway Configuration: Example Gateway Settings for Type 7


Note

While using ASR/TTS, use a single version of MRCP (v1/v2) instead of using it in mixed mode.

The first part of the following example provides the basic configuration for setting a VoiceXML gateway:

  • Applies a timestamp to debugging and log messages

  • Turns on logging

  • Turns off printing to the command line interface console

  • Sends RTP packets

  • Configures ASR/TTS Server

  • Configures gateway settings

The last part of this example provides the following:

  • Initiates the VoiceXML leg

  • Plays a .wav file that enables caller to hear message from critical_error.wav

  • Logs errors on the gateway when the call fails 

    service timestamps debug datetime msec
service timestamps log datetime msec
service internal
logging buffered 99999999 debugging
no logging console
ip cef
no ip domain lookup
ip host tts-en-us <IP of TTS or MRCP Server>
ip host asr-en-us <IP of ASR or MRCP Server>
voice rtp send-recv
!
voice service voip
 allow-connections h323 to h323
 signaling forward unconditional
 h323
 sip
 min-se 360
 header-passing
voice class codec 1
 codec preference 1 g711ulaw
 codec preference 2 g729r8
!
ivr prompt memory 15000
ivr prompt streamed none
ivr asr-server rtsp://asr-en-us/recognizer
ivr tts-server rtsp://tts-en-us/synthesizer
mrcp client timeout connect 10
mrcp client timeout message 10
mrcp client rtpsetup enable
rtsp client timeout connect 10
rtsp client timeout message 10
vxml tree memory 500
http client cache memory pool 15000
http client cache memory file 500
http client connection timeout 60
http client response timeout 30
http client connection idle timeout 10
gateway
 timer receive-rtcp 6
!
ip rtcp report interval 3000
application
 service new-call flash:bootstrap.vxml
 service cvperror flash:cvperror.tcl
 service handoff flash:handoff.tcl
 service bootstrap flash:bootstrap.tcl
 !

The following example provides the configuration for an ICM VRU label dial-peer for the Type 7 Unified CVP VRU-Only call flow model: 

dial-peer voice 777 voip
 description ICM VRU label
 service bootstrap
 voice-class codec 1
 incoming called-number <your sendtovru label pattern here>
 dtmf-relay rtp-nte
 no vad
 !

Transfer Script and Media File to Gateway

Transfer a single script or media file at a time from the Operations Console.

Procedure

Step 1

Log in to the Operations Console and from the Device Management menu, select the type of server to which to transfer the script file.

Example:

To transfer a script or a media file to a Gateway, select Device Management > Gateway..

The Find, Add, Delete, Edit window lists any servers that have been added to the Operations Console.

Step 2

Select a server by clicking the link in its Hostname field or by clicking the radio button preceding it and then clicking Edit.

Step 3

Select File Transfer in the toolbar, and then click Scripts and Media.

The Scripts and Media File Transfer page appears, listing the host name and IP address for the selected device. Script and Media files currently stored in the Operations Server database are listed in the Select From available Script Files drop box.

Step 4

If the script or media file is not listed in the Select From Available Script Files drop box:

  1. Click Select a Script or Media File from Your Local PC.

  2. Enter the file name in the text box or click Browse to search for the script or media file on the local file system.

Step 5

If the script or media file is listed in the Select From Available Script Files drop box, select the script or media file.

Step 6

Click Transfer to send the file to the device.

VoiceXML Gateway

The VoiceXML Gateway parses and renders VoiceXML documents obtained from the Unified CVP Call Server (from its IVR Service), the UnifiedCVP VXMLServers, or some other external VoiceXML source. Rendering a VoiceXML document consists of retrieving and playing prerecorded audio files, collecting and processing user input, or connecting to an ASR/TTS Server for voice recognition and dynamic text-to-speech conversion.

For a discussion of using mixed codecs in CVP deployments, see Mixed G.729 and G.711 Codec Support. For a discussion of the benefits and drawbacks of each codec, refer to Voice Traffic section of Solution Design Guide for Cisco Unified Contact Center Enterprise.


Note

VoiceXML Gateway must not have a load balanced path because this route on the VoiceXML Gateway will cause a call HTTP Client Error. If the VoiceXML Gateway has a load balancing route to the CVP Call Server, it may use a different source address to send HTTP message to the CVP Call Server. CVP would return a 500 Server Error address to send HTTP message to CVP Call Server, which would cause CVP to return a 500 Server Error message.

In VoiceXML Gateway, it is not possible to bind any specific interface for the HTTP Client side. If VoiceXML Gateway sends NEW_CALL using one interface and CALL_RESULT using another interface, CVP will return a 500 Server Error. Starting from IOS version 15.5.3M1, you have the capability to bind the VXML/HTTP traffic to a specific interface.

Configuration

The high-availability configuration for VoiceXML Gateways is controlled by the SIP proxy for SIP, or the Unified CVP Call Server (Call Server). Whether the VoiceXML Gateways are distributed or centralized also influences how high availability is achieved.

If a Call Server is unable to connect to a VoiceXML Gateway, an error is returned to the ICM script. In the ICM script, the Send to VRU node is separate from the first Run External script node in order to catch the VoiceXML Gateway connection error. If an END script node is used off the X-path of the Send to VRU node, the call is default-routed by survivability on the originating gateway. (Survivability does not apply in VRU-only models.) A Queue to Skill group node is effective only if there is an agent available. Otherwise, ICM tries to queue the caller, and that attempt fails because the Call Server is once again unable to connect to a VoiceXML Gateway. An END node could then also be used off the X-path of the Queue to Skill Group node to default-route the call.


Note

VXML Server uses two features that assist with load balancing:

  • Limiting load balancer involvement

  • Enhanced HTTP probes for load balancers

See the configuration options ip_redirect and license_depletion_probe_error in the User Guide for Cisco Unified CVP VXML Server and Cisco Unified Call Studio, available at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-user-guide-list.html.

Centralized VoiceXML Gateways

In this configuration, the VoiceXML Gateways reside in the same data center as the Unified CVP Call Server.

SIP VoiceXML Gateways

If you are using SIP static routes on the Unified CVP Call Server, under the SIP Service configuration for the Call Server, configure a static route for each Network VRU label and gateway. If the VRU label is 5551000, the static route pattern would be 5551000>. The > is a wildcard representing one or more digits, and it is needed so that the correlation-id appended to the DNIS number can be passed to the VoiceXML Gateway correctly.


Note

Other wildcard characters can be used. See the topic Valid Formats for Dialed Numbers in the Ops Console online help for complete wildcard format and precedence information.

In the case of both SIP proxy or Unified CVP static routes, the next-hop address of the route can be either the IP address of the gateway or a DNS SRV record. If you are using an IP address, you must create multiple static routes, one for each VoiceXML Gateway. In the case of DNS SRV, only one route for each Network VRU label is needed, and the SRV record provides for load balancing and redundancy.

High-Availability Hardware Configuration on Voice Gateways

The individual hardware components have the following high-availability options:

  • Redundant power supplies

  • Separate components for higher availability

  • Dedicated components, which have fewer interaction issues

Example 1: Separate PSTN Gateway and VoiceXML Gateway

A PSTN Gateway and a separate VoiceXML Gateway provide greater availability for a combined PSTN and VoiceXML Gateway.

Example 2: Duplicate components for higher availability

  • Two 8-T1 PSTN Gateways provide greater availability than one 16-T1 PSTN Gateway.

  • Two 96-port UnifiedCVP VXMLServers provide greater availability than one 192-port UnifiedCVP VXMLServer.

  • Larger designs can use N+1 spares for higher availability.

Example 3: Geographic redundancy for higher availability

Geographical redundancy and high availability can be achieved by purchasing duplicate hardware for Side A and Side B.

Distributed VoiceXML Gateways

In this configuration, the gateway that processes the incoming call from the PSTN is separated from the Unified CVP servers by a low-bandwidth connection such as a WAN. The VoiceXML Gateway is different from the Ingress Gateway and can be located at the same site. The configuration keeps the media stream at the same site and without consuming bandwidth on the WAN and optimizes VoiceXML Gateway sizing when it is appropriate to separate Ingress and VoiceXML Gateways. In this case, setTransferLabel and Send to Originator cannot be used because you do not want the IVR leg of the call to go back to the Ingress Voice Gateway. It is also impractical to use a SIP Proxy to control the call routing because you would have to configure separate Network VRUs, Network VRU labels, and customers in ICM for each remote site. Instead, use SetSigDigits functionality.

With this method, the Call Server strips the leading significant digits from the incoming DNIS number. The value that is stripped is saved and prepended when subsequent transfers for the call occur.

SIP VoiceXML Gateways

When SIP is used, the significant digits are prepended to the DNIS number, and a SIP Proxy can be configured to route calls based on those prepended digits. The static routes in the SIP Proxy for the VoiceXML Gateway should have the digits prepended. Because these prepended digits were originally populated by the Ingress Gateway, the SIP Proxy can use them to determine which VoiceXML Gateway to use based on the incoming gateway. In this way, calls arriving at a particular site can always be sent back to VoiceXML treatment, with the result that no WAN bandwidth is used to carry the voice RTP stream. The Unified CVP indiscriminately prepends the sigdigits value to all transfers, including those to UnifiedCM. Therefore, when using UnifiedCM in this scenario, it is necessary to strip the prepended digits when the call arrives, so that the real DNIS number of the phone can be used by UnifiedCM to route the call, as illustrated in the following example.


Note

The configurations mentioned below are only applicable to IOS Voice Gateway.

Configuration of Ingress Voice Gateway:

Apply a translation rule to the incoming DNIS to prepend the value 3333: 

      translation-rule 99 
       rule 1 8002324444 33338002324444

      dial-peer voice 1000 voip
       translate-outgoing called 99

Assuming the DNIS number is 8002324444, the final DNIS string routed to Unified CVP is 33338002324444.

Configuration of Unified CVP SIP service:

To configure the SIP service, in the Operations Console, select Call Server > SIP. Many of the settings are in the Advanced Configuration window.

Configuration of IOS VoiceXML Gateway:

Configure the Voice XML Gateway to match the DNIS string, including the prepended digits: 

      dial-peer voice 3000 voip 
       incoming-called number 33335551000T
       service bootstrap
       ...

Configure the Unified CVP bootstrap.tcl application with the sigdigits parameter, indicating how many digits to strip off of the incoming DNIS string: 

      application 
       service bootstrap flash:bootstrap.tcl
       param sigdigits 4
       ...

Cisco UnifiedCM configuration (if used):

Configure UnifiedCM to strip the prepended digits, either by using the Significant Digits configuration on the SIP Trunk configuration page or by using translation patterns.

SIP Proxy configuration:

Define static routes on the SIP Proxy, with the prepended digit present, to be sent to the appropriate VoiceXML Gateway. Because transfers to agents on a UnifiedCM cluster have prepended digits, the static routes for agent phones must also contain the prepended digits.

Summary of call routing:

  1. A call arrives at Unified CVP with a DNIS number of 33338002324444.

  2. Unified CVP removes four digits (3333) from the beginning of the DNIS string, leaving 8002324444.

  3. The number 8002324444 is passed to ICM for call routing.

  4. When it is time to transfer, ICM returns the label 5551000102. Unified CVP prepends 3333, resulting 33335551000102.

  5. The SIP Service then resolves the address using the SIP Proxy or local static routes, and it sends the call to the VoiceXML Gateway.

  6. The VoiceXML Gateway bootstrap.tcl removes 3333, leaving 5551000102 for the destination address.

Cache Types

There are two types of cache involved in storing media files: the IVR Media Player cache and the HTTP Client cache.

The HTTP Client cache is used for storing files that are downloaded from the HTTP server. In nonstreaming mode, the entire media file is stored inside the HTTP Client cache. In streaming mode, the first chunk of the media file is stored in the HTTP Client cache and in the IVR cache, and all subsequent chunks of the file are saved in the IVR cache only. The HTTP Client cache can store 100 MB of prompts, while the IVR cache is limited to 32 MB.

Use only nonstreaming mode, so that the IVR prompt cache is never used and the HTTP Client cache is the primary cache. In nonstreaming mode, the HTTP Client cache can also store 100MB of prompts, while the IVR cache is limited to 16MB.

To configure the HTTP Client cache, use the following Cisco IOS commands:

http client cache memory file 1-10000

The 1–10000 value is the file size in kilobytes. The default maximum file size is 50KB, but you can also have a file size up to 600 KB file size. Any file that is larger than the configured HTTP Client memory file size will not be cached.

http client cache memory pool 0-100000

The 0–100000 value is the total memory size available for all prompts, expressed in kilobytes. A value of zero disables HTTP caching. The default memory pool size for the HTTP Client cache is 10MB. The memory pool size is the total size of all prompts stored on the media server, which is up to 100MB.

Configure Gateway Settings to modify Outgoing SIP Header

In some scenarios a gateway may need to interact with third-party ACDs, which requires modifications to certain SIP headers.

In this example, the SIP Refer-To header in the outgoing SIP REFER message is modified to pass the Application-to-Application information (AAI) as User-to-User information (UUI):

  1. Create SIP-Copylist.

    voice class sip-copylist 1
 sip-header Refer-To

  2. Create SIP-Profile.

    voice class sip-profiles 1
 request REFER peer-header sip Refer-To copy ";(.*)" u01 
 request REFER sip-header Refer-To modify "Refer-To: (.*)" "Refer-To: <\1;\u01”
  3. Profile at the dial peer level:
    1. Copy-list to be applied under the inbound dial-peer: voice-class sip copy-list 1.
    2. SIP-profiles to be applied under the outbound dial-peer: voice-class sip profiles 1.
    
Example:
==================================================================================================
1. Example of SIP copy-list:
voice class sip-copylist 2
sip-header Refer-To
 
2. Example of SIP Profile:
voice class sip-profiles 2
request REFER peer-header sip Refer-To copy ";aai=(.*)" u02
request REFER sip-header Refer-To modify "Refer-To: (.*)" "Refer-To: <\1;User-to-User=\u02"
 
3. Example of dial peer:
 
Dial peer to fwd the call to VVB
-----------------------------------------
dial-peer voice 345679 voip
destination-pattern 369852147
session protocol sipv2
session target ipv4:10.78.0.94
session transport tcp
voice-class sip copy-list 2
codec g711ulaw
 
Dial peer to modify the outgoing SIP REFER message
--------------------------------------------------------------------
dial-peer voice 345678 voip
session protocol sipv2
session target sip-server
session transport tcp
incoming called-number 369852147
voice-class sip profiles 2
codec g711ulaw

Once the aforesaid configuration is done, the SIP REFER message with the following SIP header:

Refer-To: <sip:1247@72.163.166.103;aai=PD%2C04%3BC8%2C48656c6c6520746865726521%3BFA%2C00001016421311070956>

is modified to:

Refer-To: <sip:1247@72.163.166.103;User-to-User=PD%2C04%3BC8%2C48656c6c6520746865726521%3BFA%2C00001016421311070956>

With similar configuration on gateway, other SIP headers can also be modified according to the call flow needs.