Cisco Unified Customer Voice Portal: Building Unified Contact Centers

Cisco Unified Customer Voice Portal: Building Unified Contact Centers

by Rue Green

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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.

Product Details

ISBN-13: 9781587142901
Publisher: Cisco Press
Publication date: 01/02/2012
Series: Networking Technology: IP Communications Series
Edition description: New Edition
Pages: 600
Product dimensions: 7.30(w) x 9.10(h) x 1.10(d)

About the Author

Rue Green, CCIE No. 9269, is a Technical Leader for the Customer Collaboration Service Line within Cisco Advanced Services focusing on Unified Contact Center architectures and deployment methodologies. He currently acts in a delivery architect role

over sighting deployment architectures for Unified CVP, Unified ICM, and Cisco Unified Communications Manager for Unified Contact Center Solutions. Rue has spent the last 21 years working within different roles covering software development to network architecture, design, and implementation for large voice and data networks. Rue has a B.S. degree in computer science and mathematics from Colorado Mesa University. He is also a dual Cisco Certified Internetwork Expert (CCIE #9269) in Routing & Switching and Voice, and a Certified Information System Security Professional (CISSP #75393). He also carries many other vendor and industry certifications such as the Microsoft Certified Systems Engineer with Exchange 2003 emphasis and the newer Microsoft Certified IT Professional: Enterprise Administrator certification on Server 2008.

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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Cisco Unified Customer Voice Portal: Building Unified Contact Centers 5 out of 5 based on 0 ratings. 1 reviews.
Are you part of an information technology staff that is responsible for designing and deploying Unified Contact Centers? If you are, then this book is for you! Author Rue Green, has done an outstanding job of writing a book that simplifies the architectural details and collects and presents them in one reference without trying to replace the existing design, installation, and configuration guides already available from Cisco. Author Green, begins by providing a history lesson about Unified CVP and its advantages. Then, the author covers Unified CVP native components including the Call Server, VXML Server, Reporting Server, Operations Console Server, and Cisco Unified Call Studio. Next, he discusses Standalone, Call Director, Comprehensive, and VRU-only deployment models and their detailed call flows. The author also covers the different Unified CVP geographic models, edge queuing techniques, and call survivability. He continues by covering the architecture of the IOS-based IVR and HTTP Client with discussions pertaining to streaming, caching, and various types of HTTP connections and interactions. Then, the author covers Sizing, Quality of Service, Network Latency, and Security considerations for Unified CVP. Next, he provides guidance for Unified CVP upgrade strategies and methodologies, including approaches to migration H.323 deployments to SIP. The author also provides a framework that you can use to isolate faults with a Unified CVP deployment, followed by a continued discussion about how to determine device status and detailed troubleshooting steps for native and non-native components. Finally, he covers the history of virtualization and how it applies to Unified CVP deployments, followed by some best practice guidance for designing a virtualized Unified CVP deployment using UCS. This most excellent book covers the Unified CVP architecture, outlining its key advantages and design considerations. Perhaps more importantly, this book covers topics such as upgrades, troubleshooting, and the virtualization of Unified CVP.