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Cisco Unified Customer Voice Portal: Building Unified Contact Centers

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Cisco Unified Customer Voice Portal: Building Unified Contact Centers

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  • Copyright 2012
  • Dimensions: 7-3/8" x 9-1/8"
  • Edition: 1st
  • eBook (Watermarked)
  • ISBN-10: 0-13-266033-4
  • ISBN-13: 978-0-13-266033-4

Cisco Unified Customer Voice Portal

Building Unified Contact Centers

Rue Green, CCIE® No. 9269

The definitive guide to deploying Cisco Unified Customer Voice Portal IVRs in any contact center environment

Thousands of companies are replacing legacy ACD/TDM-based contact centers with pure IP-based unified contact center solutions. One of these solutions is quickly earning market leadership: Cisco Unified Customer Voice Portal (CVP). Now, one of the leading Cisco CVP experts brings together everything network and telephony professionals need to successfully implement production Interactive Voice Response (IVR) solutions with CVP: architectural guidelines, deployment best practices, detailed insights for design and sizing, and more.

CCIE Rue Green guides you through designing unified contact centers with CVP, and deploying proven infrastructures to support your designs. The author first explains CVP’s architecture, outlining its key advantages and opportunities for integration and illuminating the design challenges it presents. Next, he guides you through addressing each of these challenges, covering all CVP components and tools and offering detailed insights available in no other book.

Using this book’s detailed working configurations and examples, you can minimize configuration errors, reduce downtime, strengthen monitoring, and drive maximum value from any CVP-based unified call center solution.

Rue Green, CCIE No. 9269 (Routing & Switching and Voice), CISSP, MCSE, MCITP is a Technical Leader for the Customer Collaboration Service Line within Cisco Advanced Services, where he focuses on unified contact center architectures and deployment methodologies. He currently acts in a delivery architect role for Unified CVP, Unified ICM, and Cisco Unified Communications Manager for Unified Contact Center Solutions. He has spent the last 21 years working within different roles related to the architecture, design, and implementation of large voice and data networks, including several years working with complex contact center solutions. 

·         Discover CVP’s powerful capabilities and advantages

·         Understand how CVP’s components fit together into a unified architecture

·         Utilize CVP native components: Call Server, VXML Server, Reporting Server, Operations Console Server, and Cisco Unified Call Studio

·         Integrate non-native components such as IOS devices, Unified ICM, UCM, content load balancers, and third-party servers

·         Choose the right deployment model for your organization

·         Implement detailed call flows for Standalone, Call Director, Comprehensive, and VRU-only deployment models

·         Design Unified CVP for high availability

·         Efficiently deliver media via streaming, caching, and other techniques

·         Address crucial sizing, QoS, network latency, and security considerations

·         Successfully upgrade from older versions or H.323 platforms

·         Isolate and troubleshoot faults in native and non-native CVP components

·         Design virtualized Unified CVP deployments using UCS

This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.

Sample Content

Table of Contents

Introduction xvii

Chapter 1 Introduction to Unified Customer Voice Portal 1

The History of Unified CVP 1

What Is Unified Customer Voice Portal? 2

What Is VoiceXML? 5

Advantages of Deploying Unified CVP 7

Summary 7

Reference 8

Recommended Reading and Resources 8

Chapter 2 Unified CVP Architecture Overview 9

What Are the Unified CVP Functional Deployment Models? 9

Unified CVP Solution Overview 10

Unified CVP Architecture 12

Call Server 15

    SIP Service 15

    ICM Service 16

    IVR Service 16

Unified CVP VoiceXML Server 17

    H.323 Service 17

    Unified Call Studio (Formerly Unified CVP VoiceXML Studio) 18

Unified CVP Reporting Server 18

Unified CVP Operations Console Server (Operations Console) 20

Unified CVP Non-Native Solution Components 21

Cisco Ingress Voice Gateway 22

Cisco VoiceXML Gateway 23

Cisco Egress Gateway 24

Video Endpoints 25

SIP Proxy 25

Gatekeeper 27

Unified Contact Center Enterprise (Unified CCE) 28

Cisco Unified Communications Manager (CUCM) 29

Third-Party DNS, Media and ASR/TTS Servers 31

    DNS Server 32

    Media Server 32

    ASR/TTS Server 33

Load Balancers: CSS and ACE 34

Unified CVP Licensing 35

Types of CVP Licenses 35

    Unified CVP Server-SW 36

    Unified CVP Ports 36

    Unified CVP Redundant Ports 37

    Unified CVP Call Directors 37

    Unified CVP Reporting Servers 37

    Cisco Unified Call Studio 38

Licensing Native Unified CVP Components 38

    Unified CVP Call Server 38

    Unified CVP VoiceXML Server 39

    Cisco Unified Call Studio 39

    Unified CVP Reporting Server 40

Determining What You Need 40

    Sizing Unified CVP Server Licenses 40

    Sizing Unified CVP Port Licenses 41

    Sizing Unified CVP Redundant Port Licenses 41

    Sizing Unified CVP Call Director Licenses 42

Unified CVP Licensing Use Cases 43

    Use Case 1: CVP Co-Resident Call Server+VoiceXML Servers and Unified CCE Agents 43

    Use Case 2: CVP Standalone 44

Summary 44

References 44

Recommended Readings and Resources 45

Chapter 3 Functional Deployment Models and Call Flows 47

Functional Deployment Models 47

Standalone Model 47

    Component and Protocol-Level Call Flow 48

    Call Flow Ladder Diagram 53

    Transfers and Subsequent Call Control 54

The Call Director Model 55

    SIP-Based Protocol-Level and Component Call Flow 57

    VoIP Transfers Using SIP 58

    SIP Call Flow Ladder Diagram 60

    H.323 Protocol-Level and Component Call Flow 61

    VoIP Transfers Using H323 63

    Transfers and Subsequent Call Control 65

Comprehensive Model 66

    SIP-Based Protocol-Level and Component Call Flow 68

    VoIP Transfers using SIP 72

    SIP Call Flow Ladder Diagram 76

    H323 Protocol-Level and Component Call Flow 79

    VoIP Transfers Using H.323 82

    H.323 Call Flow Ladder Diagram 85

    Transfers and Subsequent Call Control 88

The VRU-Only Model 89

    Component Call Flow 91

    VoIP Transfers 94

    Call Flow Ladder Diagram 94

Network VRU Types 95

Overview of Unified ICM Network VRUs 95

Unified CVP as a Type 10 VRU 96

Unified CVP as Type 5 VRU 98

Unified CVP as Type 3 or 7 VRU (Correlation ID Mechanism) 99

Unified CVP as Type 8 or 2 VRU (Translation Route ID Mechanism) 100

Network VRU Types and Unified CVP Call Flow Models 100

    Model #1: Standalone Self-Service 102

    Model #2: Call Director 102

    Model #3a: Comprehensive Using Micro-Apps 102

    Model #3b: Comprehensive Using Unified CVP VXML Server 103

    Model #4: VRU Only 103

    Model #4a: VRU-Only with NIC Controlled Routing 103

    Model #4b: VRU-Only with NIC Controlled Prerouting 104

Summary 105

References 105

Recommended Reading and Resources 106

Chapter 4 Designing Unified CVP for High Availability 107

Unified CVP Geographic Models 107

Single Site 108

Multisite with Centralized Call Processing 111

Multisite with Distributed Call Processing 115

Clustering over the WAN 118

Edge Queuing Techniques and Survivability 121

Set Transfer Label (H.323) 121

Send to Originator or StO (SIP) 125

Technology Prefix Stripping (H.323 Only) 128

Significant Digits (SIP) 134

Locations-Based Call Admission Control (LBCAC) 139

    Locations-Based Call Admission Control Call Flow 143

Call Survivability 149

    Use Case 1: Specific After Hours/ Holiday Priority Versus Open Hours 153

    Use Case 2: Specific Open Hours/ Holiday Priority Versus After Hours 154

    Use Case 3: One DNIS for All Failures, No Time of Day Routing 154

    Use Case 4: Use DNIS to Organize Call Survivability Functionality 155

    Use Case 5: Single Survivability Application for Multiple Incoming DNIS Values 156

SIP High-Availability Architectures 159

Layer 2 Switch Considerations 160

Originating Ingress and VoiceXML Gateways 161

    Caveats 164

SIP Proxy Servers 165

    Cisco Unified Presence Server (CUPS) 165

    Cisco Unified SIP Proxy (CUSP) 168

    Caveats 169

Unified CVP Call Server’s SIP Considerations 170

    Caveats 173

Use Case: High Availability Routing with Unified CVP and SIP 173

H.323 High-Availability Architectures 181

Originating Ingress and VoiceXML Gateways 181

    Additional Cisco IOS Gateway and VoiceXML Configurations 184

    Caveats 186

H.323 Gatekeepers 186

Unified CVP Call Server’s H.323 Considerations 187

    Caveats 187

Content Services High-Availability Architectures 188

Application Control Engine 188

    Stateful Failover 190

    Fault-Tolerant (FT) VLAN 191

    Caveats 191

    ACE Load Balancing 192

Cisco Content Services Switch (CSS) 194

    Virtual Interface Redundancy 195

    Fate Sharing 196

    CSS Load Balancing 197

    Caveats 198

Media Server 199

    Caveats 201

Unified CVP VoiceXML Server 201

    Caveats 202

Summary 202

References 203

Recommended Reading and Resources 204

Chapter 5 Working with Media Files 207

IOS-Based IVR and HTTP Client Architectures 207

IVR and HTTP Client 208

To Stream or Not to Stream 209

Caching 212

HTTP Client Cache 212

HTTP Client Cache Control 213

IVR Cache 217

IVR Cache Control 218

Caching in Streaming and Nonstreaming Mode 218

Cache Aging Process 220

HTTP Client Cache Background Ager 223

Setting the Entire HTTP Client Cache to Stale 223

Streaming and Caching Call Flows 226

HTTP Connection 230

Persistent Connections 231

Secure HTTPS Connections 233

HTTP Server Response Codes 233

HTTP Client Internal Error Codes 235

HTTP Client Cookies 235

HTTP Client Statistics 236

Frequently Asked Questions 240

Summary 244

Recommended Reading and Resources 244

Chapter 6 Sizing, Networking, and Security Considerations 245

Unified CVP Sizing 245

Erlang Traffic Models 247

Sizing the Unified Call Server 251

Sizing the Unified CVP VXML Server 252

Sizing the Unified CVP Reporting Server 254

Sizing Unified CVP Co-Residency 258

Sizing SIP Proxy Servers (CUPS and CUSP) 260

Sizing Ingress and VoiceXML Gateways 262

Sizing Load Balancers 266

Sizing Bandwidth Requirements 267

    VoiceXML Documents 268

    Media File Retrieval 268

    Call Signaling and Voice Bearer Traffic 269

    ASR and TTS 270

QoS 271

Network Latency 273

Understanding the Source of Delays 276

    SIP Signaling 276

    Unified CVP Call Server ping 276

    Unified CVP Call Server Root Document 276

    Unified CVP VoiceXML Server Root Document Fetch (Cisco Unified Call Studio Only) 277

    Cisco Unified Call Studio-based VoiceXML Fetch (Cisco Unified Call Studio Only) 277

Mitigation by Injecting Audio 277

    Understanding Changes to Survivability.tcl 278

    Understanding Changes to Bootstrap.vxml 279

    Understanding Changes to SubmitNext.template 279

    Understanding Changes to Other Unified CVP VoiceXML Templates 279

    Understanding Changes to Cisco Unified Call Studio Application Root Documents 281

Implementing the Changes 281

    Modifying survivability.tcl 282

    Understanding VoiceXML Template Modifications 282

    Modifying bootstrap.vxml 283

    Modifying SubmitBack.template 284

    Modifying GetSpeech-External.template 285

    Modifying the Cisco Unified Call Studio Application’s Root Document 286

Troubleshooting and Tuning the Changes 286

    Sample Network Capture 287

    IOS Logging 289

Security Considerations 291

Summary 296

References 297

Recommended Readings and Resources 297

Chapter 7 Upgrading 299

Why Upgrade? 299

What Are End of Sale and End of Life? 300

Unified CVP 8.x Feature and Scalability Enhancements 301

Challenges with Unified Contact Center Product Version

Compatibility 304

Unified CVP Upgrade Strategies 306

Common Ground Upgrades 307

Technology Refresh Upgrades 308

Hardware and Software Considerations 309

Unified CVP Native Component Upgrade Strategies 311

    Use Case 1: Upgrading CVP Units Without Multiphase 312

    Use Case 2: Upgrading CVP Units Using Multiphase Approach 313

Unified CVP Upgrade Methodology 314

H.323 Protocol Migrations to SIP 315

H.323 to SIP Feature Parity 316

GKTMP Replacement with SIP 320

Protocol Migration Approaches 325

    Flash Cutover 325

    Phased Migration 331

Summary 334

Recommended Reading and Resources 335

Chapter 8 Troubleshooting 337

Troubleshooting Strategies 337

Device Status and Detailed Troubleshooting 352

Ingress and VXML Gateways 352

    T1 Status (Ingress Only) 352

    PRI Status (Ingress Only) 354

    PRI Debugs (Ingress Only) 355

    PRI Busyout (Ingress Only) 357

    Dial-Peers (Ingress and VXML Gateways) 358

    SIP Related (Ingress and VXML Gateways) 365

    H.323 Related (Ingress and VXML Gateways) 371

    VXML Applications (Ingress Survivability and VXML Gateways) 374

    Media Files (VXML Gateways Only) 382

Gatekeepers 388

    Status 388

    Endpoints and Prefixes 391

    Clustering 394

SIP Proxy Servers 399

    Cisco Unified Presence Server (CUPS) 400

    Cisco Unified SIP Proxy (CUSP) 405

Unified CVP Call Server 410

    Diagnostic Servlet 415

    Unified System Command Line Interface (CLI) 422

Unified CVP VXML Server 428

Unified CVP Reporting Server 430

Unified ICM 430

    Peripheral Gateway (PG) and Peripheral Interface Manager (PIM) Status 431

    Router Log Viewer 434

    Script Editor (Real-time Monitor Mode) 435

Load Balancers 436

    Cisco Content Service Switch (CSS) 436

    Cisco Application Content Engine (ACE) 439

Matching a Symptom with a Resolution: A Final Thought 439

Summary 439

Recommended Reading and Resources 440

Chapter 9 Virtualization 443

New Data Center Challenges 443

Overview of the Cisco Unified Computing System 444

UCS Hardware Requirements 446

    UCS B200 M1 446

    UCS C210 Standalone 447

    UCS Hardware Caveats 447

Unified CVP Component Capacities and VM Configuration

Requirements 448

Performance Requirements 451

Use Cases 452

Use Case: Rogger Example 1 453

Use Case: Rogger Example 2 454

Use Case: Rogger Example 3 454

Use Case: Router/Logger 458

Summary 461

References 461

Recommended Reading and Resources 461


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