set up a dial plan and call routing, you can combine Unified CVP features (such
as Location Based CAC, SigDigits, SendToOriginator, LocalSRV, and Use Outbound
Proxy) to achieve the required effect.
following algorithms are used to formulate the destination SIP URI for the
outbound calls from Unified CVP. This description covers CONNECT messages that
include labels from the ICM (for example, VXML Gateway, and Unified
Communications Manager), as well as calls to the ringtone service, recording
servers, and error message playback service.
algorithm only describes calls using the SIP subsystem, which includes audio
only and basic video SIP calls.
algorithm for creating the destination SIP URI host portion for outbound calls,
which include the ICM label, is as follows:
The ICM label is
provided at the start of the algorithm. It may already have the Location siteID
inserted by the ICM subsystem, or SigDigits may be prepended if used. For
network VRU labels, the ICM subsystem passes in the entire prefix and
correlation ID as the label.
SendtoOriginator is matched for the Unified CCE label, the IP or hostname of
the caller (Ingress
Gateway) is used
by the Unified CVP algorithm, which returns the SIP URI.
The setting for
SendtoOriginator only applies to callers on Cisco Ingress Voice Gateways (the
SIP UserAgent header is selected), because non-Cisco IOS Gateways do not have
the CVP bootstrap service used by the Cisco IOS VoiceXML Gateway.
proxy is set, then use the host of the proxy and return SIP URI.
If local static route
is found for the label and return the SIP URI.
If local static route
is not found, the algorithm throws RouteNotFoundException exception.
The following algorithm describes planning
considerations for calls using the SIP subsystem:
To avoid complex Dialed Number strings, do not use the Sigdigits feature if
Locations CAC siteIDs are used.
An Outbound Proxy FQDN can be
specified as a Server Group FQDN (local SRV FQDN). A local static route
destination can also be configured as a Server Group FQDN.
Ringtone DN (91919191),
Recording Server (93939393), and Error message services (92929292) follow the
same algorithm as mentioned in the procedure.
SendToOriginator can work in
conjunction with a REFER label.
A REFER label can work with
the SigDigits setting.
choosing a functional deployment model, you must determine where the Unified
CVP components are deployed. Unified CVP deployment can use one of the
following primary distributed network options:
Gateways—Enables call treatment at the edge and integration of locally dialed
numbers into the enterprise virtual contact center. This option can be either a
combined Ingress and VoiceXML Gateway, or separate gateways. Typically, the
gateways are combined when deployed in a branch.
Voice Gateways with Centralized VoiceXML Gateways—Enables integration of
locally dialed numbers and resource grouping of VoiceXML Gateways. This option
can be required for organizations with many medium to large branches, with a
few contact center calls in each branches. The VRU announcements in the
Centralized VoiceXML Gateways traverse the WAN to the Ingress Gateway.
Gateways—Enables calls to be transferred across the WAN to remote TDM
Agents—Enables a virtual contact center where agents can be located anywhere on
the IP network.
can use a combination of these distributed options. For more details and design
considerations for each of these distributed network options, see the chapter
with SIP Trunks
The use of
third-party SIP trunks with Unified CVP is supported by using the Cisco Unified
Border Element (CUBE) product. CUBE performs the role of session border
controller (SBC), for SIP normalization and interoperability.
Unified CM SME
Communications Manager Session Management Edition (Unified CM SME) integrates
with Unified CVP as a dial peer configurator or aggregator to connect to
multiple Unified Communications Manager clusters in the Cisco Unified Customer
Voice Portal (Unified CVP) and Cisco Unified Contact Center Enterprise (Unified
CCE) solution setup.
Unified CM SME as a
back-to-back SIP user agent is configured to act as an aggregator that connects
to multiple Unified Communications Manager clusters and routes the call to the
appropriate cluster based on the dial plan.
The following figure
illustrates the Unified CM SME deployment.
Figure 1. Unified CM SME
Unified CM SME does
not support high-availability and is a single source of failure. Following are
the design considerations to minimize the effect of Unified CM SME failure
(either network connectivity failure or actual component failure).
CM SME in redundant clustered mode (at least 1+1 publisher subscriber) at the
egress side of Unified CVP.
Unified SIP Proxy Server (CUSP) in the egress leg between Unified CVP and
Unified CM SME. This configuration is required to determine the Unified CM SME
status and to hold the call session during Unified CM SME failure.
Session Refresh and
Session Timer in the Gateway/Cisco UBE. This
configuration is required to clear call sessions form the gateway and to
release Unified CVP Call Server ports in case of Unified CM SME failure.
In case of
Unified CM SME failure, all the call server ports are cleared after the
customer drops the call.
supplementary services will not work for the already established calls once the
Unified CM SME is down.
network connectivity failure to Unified CM SME results in the following
SME does not clear the call, when the agent hangs up the call during momentary
connectivity failure to Unified CM SME. This results in a stale cached entry
and ports hanging in the Unified CVP application. In such cases, the caller
should drop the call to clear the stale cached entry.
does not get cleared from the agent desktop and the agent will be unable to
receive any incoming calls. As a result the agent remains in the talking state
and is unable to clear the call from the desktop. In such cases, the call has
to be manually cleared from the device or hard phone.
a delay in call clearance, the call reporting data may reflect inaccurate
details for call duration and reason code.
CUBE or SME
Deployment in Between Unified CVP and Unified CM
When CUBE or SME is
deployed in between Unified CVP and Unified CM on the outbound leg, all SIP
connections between Unified CVP and CUBE or SME must use TCP transport.
choosing the functional model and the distributed and high-availability
deployment options, Unified CVP solution designers must then size their
solution and select appropriate hardware. To make Unified CVP deployments
larger, Unified CVP supports multiple gateways, Unified CVP Servers, and
Unified CVP VXML Servers.
Servers contain the VXML Server component.
balance HTTP requests efficiently to multiple Unified CVP Servers, Unified CVP
VXML Servers, and media stores, you can use the Application Control Engine
details on choosing appropriate hardware for your deployment, see the chapter
CVP may be installed and run on virtual machines (VMs) provided by VMware
software. Running in a virtual environment has the potential for reducing the
number of hardware equipments needed to run a Unified CVP deployment, to
facilitate the deployment's administration, and to leverage your ESX
following Unified CVP deployments are supported using VMware VMs:
All SIP call
flows, deployments, and features that could be installed on a physical server
environments of physical and virtual servers
that you do not oversubscribe or overcommit the CPU and memory resources beyond
what is available on the host.
quality of service (QoS) is the measure of transmission quality and service
availability of a network. Unified CVP implements Layer 3 QoS defaults on all
relevant network paths. Unified CVP provides a management interface through the
Unified CVP Operations Console Server to modify QoS settings at each end of
specifically designated data paths.
on configuring QoS for Unified CVP, see the
Console Online Help.
For QoS design
information, see the Enterprise QoS in the
Reference Network Design Guide.