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Cisco Unified Customer Voice PortalBuilding Unified Contact CentersRue Green, CCIE (R) No. 9269The definitive guide to deploying Cisco Unified Customer Voice Portal IVRs in any contact center environmentThousands 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 UCSThis IP communications book is part of the Cisco Press (R) 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.
Contents
Introduction xviiChapter 1 Introduction to Unified Customer Voice Portal 1The History of Unified CVP 1What Is Unified Customer Voice Portal? 2What Is VoiceXML? 5Advantages of Deploying Unified CVP 7Summary 7Reference 8Recommended Reading and Resources 8Chapter 2 Unified CVP Architecture Overview 9What Are the Unified CVP Functional Deployment Models? 9Unified CVP Solution Overview 10Unified CVP Architecture 12Call Server 15SIP Service 15ICM Service 16IVR Service 16Unified CVP VoiceXML Server 17H.323 Service 17Unified Call Studio (Formerly Unified CVP VoiceXML Studio) 18Unified CVP Reporting Server 18Unified CVP Operations Console Server (Operations Console) 20Unified CVP Non-Native Solution Components 21Cisco Ingress Voice Gateway 22Cisco VoiceXML Gateway 23Cisco Egress Gateway 24Video Endpoints 25SIP Proxy 25Gatekeeper 27Unified Contact Center Enterprise (Unified CCE) 28Cisco Unified Communications Manager (CUCM) 29Third-Party DNS, Media and ASR/TTS Servers 31DNS Server 32Media Server 32ASR/TTS Server 33Load Balancers: CSS and ACE 34Unified CVP Licensing 35Types of CVP Licenses 35Unified CVP Server-SW 36Unified CVP Ports 36Unified CVP Redundant Ports 37Unified CVP Call Directors 37Unified CVP Reporting Servers 37Cisco Unified Call Studio 38Licensing Native Unified CVP Components 38Unified CVP Call Server 38Unified CVP VoiceXML Server 39Cisco Unified Call Studio 39Unified CVP Reporting Server 40Determining What You Need 40Sizing Unified CVP Server Licenses 40Sizing Unified CVP Port Licenses 41Sizing Unified CVP Redundant Port Licenses 41Sizing Unified CVP Call Director Licenses 42Unified CVP Licensing Use Cases 43Use Case 1: CVP Co-Resident Call Server+VoiceXML Servers and Unified CCE Agents 43Use Case 2: CVP Standalone 44Summary 44References 44Recommended Readings and Resources 45Chapter 3 Functional Deployment Models and Call Flows 47Functional Deployment Models 47Standalone Model 47Component and Protocol-Level Call Flow 48Call Flow Ladder Diagram 53Transfers and Subsequent Call Control 54The Call Director Model 55SIP-Based Protocol-Level and Component Call Flow 57VoIP Transfers Using SIP 58SIP Call Flow Ladder Diagram 60H.323 Protocol-Level and Component Call Flow 61VoIP Transfers Using H323 63Transfers and Subsequent Call Control 65Comprehensive Model 66SIP-Based Protocol-Level and Component Call Flow 68VoIP Transfers using SIP 72SIP Call Flow Ladder Diagram 76H323 Protocol-Level and Component Call Flow 79VoIP Transfers Using H.323 82H.323 Call Flow Ladder Diagram 85Transfers and Subsequent Call Control 88The VRU-Only Model 89Component Call Flow 91VoIP Transfers 94Call Flow Ladder Diagram 94Network VRU Types 95Overview of Unified ICM Network VRUs 95Unified CVP as a Type 10 VRU 96Unified CVP as Type 5 VRU 98Unified CVP as Type 3 or 7 VRU (Correlation ID Mechanism) 99Unified CVP as Type 8 or 2 VRU (Translation Route ID Mechanism) 100Network VRU Types and Unified CVP Call Flow Models 100Model #1: Standalone Self-Service 102Model #2: Call Director 102Model #3a: Comprehensive Using Micro-Apps 102Model #3b: Comprehensive Using Unified CVP VXML Server 103Model #4: VRU Only 103Model #4a: VRU-Only with NIC Controlled Routing 103Model #4b: VRU-Only with NIC Controlled Prerouting 104Summary 105References 105Recommended Reading and Resources 106Chapter 4 Designing Unified CVP for High Availability 107Unified CVP Geographic Models 107Single Site 108Multisite with Centralized Call Processing 111Multisite with Distributed Call Processing 115Clustering over the WAN 118Edge Queuing Techniques and Survivability 121Set Transfer Label (H.323) 121Send to Originator or StO (SIP) 125Technology Prefix Stripping (H.323 Only) 128Significant Digits (SIP) 134Locations-Based Call Admission Control (LBCAC) 139Locations-Based Call Admission Control Call Flow 143Call Survivability 149Use Case 1: Specific After Hours/ Holiday Priority Versus Open Hours 153Use Case 2: Specific Open Hours/ Holiday Priority Versus After Hours 154Use Case 3: One DNIS for All Failures, No Time of Day Routing 154Use Case 4: Use DNIS to Organize Call Survivability Functionality 155Use Case 5: Single Survivability Application for Multiple Incoming DNIS Values 156SIP High-Availability Architectures 159Layer 2 Switch Considerations 160Originating Ingress and VoiceXML Gateways 161Caveats 164SIP Proxy Servers 165Cisco Unified Presence Server (CUPS) 165Cisco Unified SIP Proxy (CUSP) 168Caveats 169Unified CVP Call Server's SIP Considerations 170Caveats 173Use Case: High Availability Routing with Unified CVP and SIP 173H.323 High-Availability Architectures 181Originating Ingress and VoiceXML Gateways 181Additional Cisco IOS Gateway and VoiceXML Configurations 184Caveats 186H.323 Gatekeepers 186Unified CVP Call Server's H.323 Considerations 187Caveats 187Content Services High-Availability Architectures 188Application Control Engine 188Stateful Failover 190Fault-Tolerant (FT) VLAN 191Caveats 191ACE Load Balancing 192Cisco Content Services Switch (CSS) 194Virtual Interface Redundancy 195Fate Sharing 196CSS Load Balancing 197Caveats 198Media Server 199Caveats 201Unified CVP VoiceXML Server 201Caveats 202Summary 202References 203Recommended Reading and Resources 204Chapter 5 Working with Media Files 207IOS-Based IVR and HTTP Client Architectures 207IVR and HTTP Client 208To Stream or Not to Stream 209Caching 212HTTP Client Cache 212HTTP Client Cache Control 213IVR Cache 217IVR Cache Control 218Caching in Streaming and Nonstreaming Mode 218Cache Aging Process 220HTTP Client Cache Background Ager 223Setting the Entire HTTP Client Cache to Stale 223Streaming and Caching Call Flows 226HTTP Connection 230Persistent Connections 231Secure HTTPS Connections 233HTTP Server Response Codes 233HTTP Client Internal Error Codes 235HTTP Client Cookies 235HTTP Client Statistics 236Frequently Asked Questions 240Summary 244Recommended Reading and Resources 244Chapter 6 Sizing, Networking, and Security Considerations 245Unified CVP Sizing 245Erlang Traffic Models 247Sizing the Unified Call Server 251Sizing the Unified CVP VXML Server 252Sizing the Unified CVP Reporting Server 254Sizing Unified CVP Co-Residency 258Sizing SIP Proxy Servers (CUPS and CUSP) 260Sizing Ingress and VoiceXML Gateways 262Sizing Load Balancers 266Sizing Bandwidth Requirements 267VoiceXML Documents 268Media File Retrieval 268Call Signaling and Voice Bearer Traffic 269ASR and TTS 270QoS 271Network Latency 273Understanding the Source of Delays 276SIP Signaling 276Unified CVP Call Server ping 276Unified CVP Call Server Root Document 276Unified CVP VoiceXML Server Root Document Fetch (Cisco Unified Call Studio Only) 277Cisco Unified Call Studio-based VoiceXML Fetch (Cisco Unified Call Studio Only) 277Mitigation by Injecting Audio 277Understanding Changes to Survivability.tcl 278Understanding Changes to Bootstrap.vxml 279Understanding Changes to SubmitNext.template 279Understanding Changes to Other Unified CVP VoiceXML Templates 279Understanding Changes to Cisco Unified Call Studio Application Root Documents 281Implementing the Changes 281Modifying survivability.tcl 282Understanding VoiceXML Template Modifications 282Modifying bootstrap.vxml 283Modifying SubmitBack.template 284Modifying GetSpeech-External.template 285Modifying the Cisco Unified Call Studio Application's Root Document 286Troubleshooting and Tuning the Changes 286Sample Network Capture 287IOS Logging 289Security Considerations 291Summary 296References 297Recommended Readings and Resources 297Chapter 7 Upgrading 299Why Upgrade? 299What Are End of Sale and End of Life? 300Unified CVP 8.x Feature and Scalability Enhancements 301Challenges with Unified Contact Center Product VersionCompatibility 304Unified CVP Upgrade Strategies 306Common Ground Upgrades 307Technology Refresh Upgrades 308Hardware and Software Considerations 309Unified CVP Native Component Upgrade Strategies 311Use Case 1: Upgrading CVP Units Without Multiphase 312Use Case 2: Upgrading CVP Units Using Multiphase Approach 313Unified CVP Upgrade Methodology 314H.323 Protocol Migrations to SIP 315H.323 to SIP Feature Parity 316GKTMP Replacement with SIP 320Protocol Migration Approaches 325Flash Cutover 325Phased Migration 331Summary 334Recommended Reading and Resources 335Chapter 8 Troubleshooting 337Troubleshooting Strategies 337Device Status and Detailed Troubleshooting 352Ingress and VXML Gateways 352T1 Status (Ingress Only) 352PRI Status (Ingress Only) 354PRI Debugs (Ingress Only) 355PRI Busyout (Ingress Only) 357Dial-Peers (Ingress and VXML Gateways) 358SIP Related (Ingress and VXML Gateways) 365H.323 Related (Ingress and VXML Gateways) 371VXML Applications (Ingress Survivability and VXML Gateways) 374Media Files (VXML Gateways Only) 382Gatekeepers 388Status 388Endpoints and Prefixes 391Clustering 394SIP Proxy Servers 399Cisco Unified Presence Server (CUPS) 400Cisco Unified SIP Proxy (CUSP) 405Unified CVP Call Server 410Diagnostic Servlet 415Unified System Command Line Interface (CLI) 422Unified CVP VXML Server 428Unified CVP Reporting Server 430Unified ICM 430Peripheral Gateway (PG) and Peripheral Interface Manager (PIM) Status 431Router Log Viewer 434Script Editor (Real-time Monitor Mode) 435Load Balancers 436Cisco Content Service Switch (CSS) 436Cisco Application Content Engine (ACE) 439Matching a Symptom with a Resolution: A Final Thought 439Summary 439Recommended Reading and Resources 440Chapter 9 Virtualization 443New Data Center Challenges 443Overview of the Cisco Unified Computing System 444UCS Hardware Requirements 446UCS B200 M1 446UCS C210 Standalone 447UCS Hardware Caveats 447Unified CVP Component Capacities and VM ConfigurationRequirements 448Performance Requirements 451Use Cases 452Use Case: Rogger Example 1 453Use Case: Rogger Example 2 454Use Case: Rogger Example 3 454Use Case: Router/Logger 458Summary 461References 461Recommended Reading and Resources 461
