cisco unified customer voicecustomer voice portal...cisco’s market position accelerating ped 300...

Cisco UnifiedCustomer VoiceCustomer VoicePortal

Overview and Design - Mario Gianni

© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Agenda

Overview

Agenda

Deployment ModelsHW Platform, Operations and ReportingSizingCUBE SupportSIP DesignCVP 8.0 Planned Features

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© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID

Overview

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Cisco’s Market Position Acceleratingpe

d

300 000

400,000

Cisco s Market Position Acceleratingnt

Sea

ts S

hip

200,000

300,000

37%CAGR

Age

n

0

100,000

2003 2004 2005 2006 2007 2008

Cisco #2 in WorldwideMarket Share for Agent Seats and

IVR P t

ippe

d

43%CAGR

IVR Ports(Sources: Gartner, Tern Systems)

VR P

orts

Shi CAGR

4


IV

Source: Cisco analysis

OverviewVoiceXML application development J2EE runtime for serving

Provides ASR/TTS

Overview

CVPVoiceXMLCustomers

J2EE runtime for serving VoiceXML

CVPCVP3rd Party Speech Server VoiceXML

Server

EnterpriseInfrastructureTDM or IP

Ci IOS

CVPCall Control

Infrastructure

Agents

CVPCVPCisco IOS VoiceXMLBrowser

AgentsVoice GatewayInterprets VoiceXMLDTMF and Speech

Telephony switching and on net queuing

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on-net queuing

Detailed ComponentsExternal Data Sources

CVP StudioOps Console

Detailed Components

Media Server

ASRTTSASRTTS

Media ServerMedia Server

MRCP HTTPBackend InterfaceCVP

VXML

HTTP

GED 125 DMP

App GW, SQL, etc.

H.323 or SIP

CVP

Server

GKICM

GED 125 DMPVRU PG

H.323SIP

Proxyor SIP

CVPCall

Server

TDMTDM

AW

CUCMICM

CVPReportingServer

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TDM TDM ACDACD

ICMScript Editor

Informix DB

Video IntegrationThe UCVP 7.0 release adds VIDEO self-service and queuing capabilities to UCVP,

Video Integration

q g pfully-integrated with UCCEVariety of endpoints supported including 3G Mobile, Video Kiosk, Web, and Soft-3G Mobile, Video Kiosk, Web, and SoftclientsProvided through integration with video components from RADVISION®components from RADVISION®Video-enabled customer service

Agents viewable by customerAgents can “push” informational videos to

customerVideo automatically played during self-service

i t ti

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interactions

CVP Vs. IP-IVR ComparisonCVP 7.0 IP-IVR

N b f P t S 850 SIP 300 ( ll t l )

CVP Vs. IP IVR Comparison

Number of Ports per Server 850 SIP500 H.323 300 (all protocols)

Gateway Call Control Protocol SIP/H.323 SIP/H.323/MGCP

ASR/TTS MRCP Interface at Voice Gate a

MRCP Interface on IP-IVR Ser erGateway Server

Call Control H.323/SIP under direction of ICM

JTAPI Under Direction of UC Manager

Scripting Tool Call Studio(Eclipse Based) CRS Editor p g (Eclipse-Based)

Integration Options Java (J2EE)Tomcat Websphere

Custom Java ObjectsODBC Databases

Deployment Models Centralized Centralized OnlyDeployment Models Distributed Centralized Only

Media Termination Voice Gateway IP-IVR Server

Video Capabilities Video Queuing/IVRVideo Caller/Agent NA

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Codec Support Prompt: G.711Agent: G.711/G.729

G.711 or G.729(Set at installation)

Deployment Models

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Deployment Models1. Standalone VXML Server

Automated Self Service IVR No Queuing Limited Call Control

Deployment Models

Automated Self Service IVR, No Queuing, Limited Call Control

2. Call Director IP Enable TDM ACDs, TDM Migration to IP, On-Net Routing & Transfer, Save $

3 VRU only3. VRU-only IVR and Queuing, Call Control via SS7

4. ComprehensivePure IP-based Contact Center, IVR, Call Control, Queuing

5. Basic Service VideoAudio-only IVR, Call Control, Queuing, Video Agent

6. Full Service VideoVideo IVR, Call Control, Queuing, Video Agent

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Standalone VXML ServerStandalone VXML ServerIVR only solutionSingle site or multi siteSingle site or multi-siteVXML Server can be centralizedV i XML G t t

VXMLServer

VoiceXML Gateways at remote site terminate IP or TDM voice

/VXML 2

VXML/HTTP across the WANComponents:

PSTNWAN

Incoming Call1

VXML ServerUnified Call StudioVoiceXML Gateway

Voice Gateway +VoiceXML Browser

3

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Reporting Server (optional)ASR/TTS (recommended)CSS (optional)

Transfer

ComprehensiveComprehensiveIVR, call control, queuingICM keeps track of agentsC ll S

ICM Instruction3

ICM keeps track of agentsVXML Session: VXML GW to Call Server or VXML Server

Call Server

H.323 or SIP2VXML Server

Components:Call Server

PSTNWAN Incoming

4VXMLServer

VXML ServerVoiceXML GatewayGatekeeper or SIP Proxy

PSTNWAN IncomingCall1

5ICM and VRU PGCUCM or TDM ACDReporting Server (optional)ASR/TTS ( i l)

Transferto Agent

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ASR/TTS (optional)CSS (optional)

Basic Service VideoAudio-only IVR, call control, queuing, video agentSame call flow as comprehensive SIP

C ll S

ICM Instruction3

Basic Service Video

Supports both audio and video callsVideo supported with SIP onlyComponents:

Call Server

SIP2Call Server

VXML Server

VoiceXML Gateway

SIP ProxyPSTNWAN

VXML4

SIP Proxy

ICM and VRU PG

Communications Manager

Reporting Server (optional)

ASR/TTS (optional)

PSTNWAN

ASR/TTS (optional)

Video Endpoints:Cisco Unified Video Advantage

Cisco Unified Personal Communicator

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TelePresence™

7985G

No 3G Gateway caller support

Call from Video Endpoint1 Transfer to Agent5

Full Service VideoVideo IVR, call control, queuing, video agentSupports both audio and video calls

ICM Instruction3

Full Service Video

video callsCIF/QCIF format supportComponents:

CVP Call ServerCVP Video XML

4 Stream Video

CVP VMS (Darwin Streaming Server)Radvision IVP (Linux, iContact, MSP, B2BUA, XML)

Media ServerRadvision IVP

6 Mix & Stream Video to Caller , , )

SIP ProxyICM and VRU PGCUCM MCU/EMPSIP

2

CUVC 3545 (MCU/EMP)Video Endpoints:

Cisco Unified Video AdvantageCisco Unified Personal

Radvision or Cisco3G Gateway

5 Deliver Call to

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Cisco Unified Personal Communicator7985GRadvision/Cisco 3G Video Gateway

1

5 Deliver Call to Agent

Incoming Call

Video Media Server

CVP Video Media Server

Video Media Server

CVP Video Media ServerBased on Darwin Media Streaming ServerStores and streams video to Radvision MSP/IVP via RTSPVideo files are stored in 3GP formatVideo files are stored in 3GP formatAdmin web interface for managing video files, metadata,Agent web interface for searching/previewing/playing video to callers

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CTIOS/CAD Supported

HW Platform, Operations and Reporting

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HW Platform and OS Support

Call Server, VXML Server, Reporting Server, Video Media Server must use MCS 7845 or higher server

HW Platform and OS Support

Media Server must use MCS-7845 or higher serverWindows 2003 supported for all components

Windows 2000 no longer supportedWindows 2000 no longer supported

VXML ServerWebSphere or TomcatSupported on AIX as well

Operations ConsoleMCS 7825 or higher serverMCS-7825 or higher server

Unified Call StudioWindows XP SP2/Windows Vista. Windows OS compatible

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HW

Operations Console

Operations Console is used to

Operations Console

provision and administerOperations Console is required to deploy CVP 4.0 and later releases Operations ConsoleMonitor each CVP Server and display statistics about each oneStart, shutdown or gracefully shutdown

Ope a o s Co so e

, g yany of the unified CVP devicesCVP components can only be managed by one OAMP Serverg yCannot be deployed outside thefirewall while other serversresiding inside

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residing insideCall Server VXML

ServerReporting

ServerGateway

Studio Script Editor

Projects

Application call flowScript element properties and configuration

Studio Script Editor

jand files explorer

Script element palette

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Reporting Server

No redundancy/replication Crystal Reports

Reporting Server

Cradle-to-grave reporting with ICMCan join CVP data with data in ICM databaseAbility to filter what data is persisted (security)Crystal Report templates provided with softwareCUIS templates available in 8.0Backups Reporting Serverp

ScheduledOn-demand

Database used is InformixDatabase size is chosen at install time:

Small or all-in one - 2GB databaselab/demo use only

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lab/demo use onlyStandard (Medium) - 50 GB databaseAdvance (Large) - 100 GB database

Call Server

Call Server

Call Server

Sizing

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CVP Components SizingCVP Components Sizing

Component Scalabilityper Server Redundancy HW Platform

Call Server (SIP) 850 ports N+1 to N*2 MCS-7845

Call Server (H.323) 500 ports N+1 to N*2 MCS-7845

VXML Server 750 ports N+1 to N*2 MCS-7845

Operations Console NA NA MCS-7825 or higher

Co-Res (SIP, VXML, Media Server)

750 SIP ports + 750 VXML ports N+1 to N*2 MCS-7845) p

Co-Res (H323, VXML, Media Server)

500 H323 ports + 500 VXML ports N+1 to N*2 MCS-7845

VRU PG 9600 ports N*2 MCS-7845

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VXML Gateway SizingVoice

Gateway Platform

Dedicated VXML GW Voice Gateway and VoiceXML

Minimum DRAM Recommended

VXML Gateway Sizing

Platform All calls VXML-Controlled; no PSTN interfaces present

All calls are PSTN calls and all calls are VXML-Controlled

DTMF ASR/TTS DTMF ASR/TTSCisco 1861 5 4 4 2 256MBCisco 2801 7 6 6 4 256MBCisco 2811 30 24 25 20 256MBCisco 2821 48 36 36 30 256MBCisco 2851 60 56 56 48 512MBCisco 3825 180 140 210 130 512MBCisco 3845 200 155 230 145 512MB

The numbers assume the only activities running on the GW are VXML with basic routing and IP connectivity These figures

AS5350XM* 240 192 240 160 512MB (default)AS5400XM* 240 192 240 160 512MB (default)

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The numbers assume the only activities running on the GW are VXML with basic routing and IP connectivity. These figures apply to NTE 75% CPU, VAD off, Cisco IOS 12.4.15T5. The numbers represent performance with Call Studio generated scripts running on CVP VoiceXML Application Servers. VoiceXML 2.0 and MRCPv2 were tested. The 1861 requires 12.4.20T as a minimum release.

* NTE 80% CPU.

VXML Gateway Sizing

Voice Dedicated VXML GW Voice Gateway and Minimum DRAM

VXML Sessions with Javascript-Intensive Applications: 12.4.15T

VXML Gateway Sizing

Voice Gateway Platform



All calls VXML-Controlled; no PSTN interfaces present


DTMF ASR/TTS DTMF ASR/TTSDTMF ASR/TTS DTMF ASR/TTSCisco 1861 2 2 2 2 256MBCisco 2801 3 2 2 2 256MBCisco 2811 10 5 10 5 256MBCisco 2821 20 15 15 15 256MBCisco 2851 30 25 25 20 512MBCisco 3825 70 55 85 50 512MBCisco 3845 80 60 95 60 512MBAS5350XM* 105 85 110 70 512MB (default)AS5400XM* 105 85 110 70 512MB (default)

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( )

* NTE 80% CPU

VXML Gateway Sizing

Voice Dedicated VXML GW Voice Gateway and Minimum DRAM

Secure VXML Sessions with HTTPS: 12.4.15T

VXML Gateway Sizing

Voice Gateway Platform



All calls VXML-Controlled; no PSTN interfaces present


DTMF ASR/TTS DTMF ASR/TTSDTMF ASR/TTS DTMF ASR/TTSCisco 1861 3 2 2 2 256MBCisco 2801 4 4 4 2 256MBCisco 2811 15 10 15 10 256MBCisco 2821 30 20 20 15 256MBCisco 2851 40 35 30 25 512MBCisco 3825 115 90 125 75 512MBCisco 3845 125 100 135 85 512MBAS5350XM* 155 120 138 95 512MB (default)AS5400XM* 155 120 138 95 512MB (default)

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( )

* NTE 80% CPU

Bandwidth Usage

Signaling and WAV Files

Bandwidth Usage

H.323 uses about 7,000 bytes per call in each direction

g g

SIP uses about 17,000 bytes per call in each directionH.323 bps = CPS * 56,000SIP bps = CPS * 136,000

WAV filesDepends on size and number of filesDepends on size and number of filesDepends on how often prompts are refreshed in GW cache

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Bandwidth Usage

CPS BHCA A t Queue VXML P t H 323 SIP VXML

Bandwidth Usage

CPS BHCA Agents Queue Time VXML Ports H.323 SIP VXML

.03 100 6 45 sec 9 2 kbps 4 kbps 40 kbps



1.39 5000 172 17 sec 84 78 kbps 189 kbps 600 kbps

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* Equations used to find these values can be found in the SRND

CUBE Support

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CVP and CUBECVP and CUBE

CUBE acts as a demarcation pointCo-resident VXML Gateway and CUBE SBC is supportedSIP SIP SIP H 323 t l tiSIP-SIP, SIP-H.323 translationPSTN / 3rd Party SIP Trunks CUCM originated SIP callsCUCM originated SIP callsCUBE is supported in flow-through mode only

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Centralized Model

Data Center

Centralized Model

CVPCVPPSTNVoIP SP

SIPH.323/SIPIP

CUBE

VXML Gateways

Bring in PSTN SIP Trunk to the EnterpriseSIP / H 323 translation for versions of CM or CVPSIP / H.323 translation for versions of CM or CVP that do not support SIPAll components located in Data Center

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VoiceXML runs on a separate platform from CUBE

Distributed ModelDistributed Model

PSTNIPCVPCVP

CUBEVoIPSP

SIP

H.323/SIPBranch

VXML

SP

Data Center

CUBE +VXML Gateway

Bring PSTN SIP Trunk in to the EnterpriseSIP / H.323 translation for versions of CM or CVP that do not support SIPCUBE and VXML Gateway distributed in branch offices terminating PSTN SIP Trunk

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offices, terminating PSTN SIP TrunkVXML runs on the same platform from CUBE

SIP Design

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SIP ServiceSIP is the preferred protocol for unified CVPSIP provides improved scalability and performance to

SIP Service

SIP provides improved scalability and performance to unified CVPWith SIP, you are able to interoperate with both Cisco and non-Cisco SIP edge devicesSIP and H.323 can co-exist at the same timeSIP Proxy DNS SRV or Static Routes replaceSIP Proxy, DNS SRV or Static Routes replace Gatekeeper functionSIP packets tagged with proper QoS markings Vs. ACL p gg p p gfor H.323CVP does not support KPML or SIP-Notify for DTMF, RFC 2833 l

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RFC 2833 onlyMTP will be allocated if IP phones and SIP trunk on CUCM are not configured for, or do not support RFC2833

SIP RoutingSIP Routing is the method in which a DN is resolved to an IP

SIP Routing

to an IPAlso used for load-balancing and redundancyGatekeeper is the only method with H.323 for CVP

Several options available:SIP ProxyDNS SRVDNS SRVStatic RoutesCombination of above

In general, centralized dial plan method is preferred over distributed/static method

In some cases a static route may be preferred (lab or small

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In some cases a static route may be preferred (lab or small deployments)

SIP High AvailabilitySIP High Availability

SIP HA can be achieved in multiple waysRedundant SIP ProxiesDNS SRV recordsLocal SRV recordsLocal SRV recordsStatic RoutesCombination of above

UDP is preferred transport for SIP with CVPTCP Timers cause significant delays with failoverWhile primary Proxy is down caller hears ringing forWhile primary Proxy is down caller hears ringing for 10 seconds with UDP, 50 seconds with TCP

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CVP 8.0 Planned Features

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CVP 8.0 Major FeaturesCVP 8.0 Major Features

P t f U ifi d C i ti 8 0Part of Unified Communications 8.0Enhancements:

Improved ScalabilityUC Diagnostic Portal SupportServiceability ImprovementsCourtesy CallbackImproved SIP CapabilitiesLicensing ImprovementsVideo EnhancementsReporting Enhancements

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Improved ScalabilityImproved Scalability

Goal: reduce equipment amount of servers necessary to deploy CVPAt least 1200 sessions per server (goal is 1500)S t f VMWSupport for VMWarePG & CVP on one server (via VMWare)UCS SupportUCS Support

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UC Diagnostic Portal SupportUC Diagnostic Portal Support

Centralized portal for all UC applicationsProvides consistent and unified view of common serviceability mechanisms

D ia g n o s t ic P o r ta l

I O S G W U C C X U C C E C V P E x p e r t

A d v iso r U C M / U n ity

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UC Diagnostic Portal Features with CVPUC Diagnostic Portal Features with CVP

System Call TrackingSystem Call TrackingTrace/debug level setting/gettingLog file collectiongTrace file collectionApplication Version information Application Platform information Application Licensing information Application Configuration information

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Serviceability ImprovementsServiceability Improvements

Daylight Savings ToolE il ll h if l l l dif t t/ d f DSTEasily allows changes if local laws modify start/end of DST

Clarity & Consistency of events & alarmsCustomer facing events are treated as customer gdocumentation, and written from customer perspective.Events inform customer System Administrator for various conditions on the system that may require Systemconditions on the system that may require System Administrator action - not intended to be engineering debug trace.Events will use common industry terminology (e.g.Events will use common industry terminology (e.g. Newton’s Telecom Dictionary) – do not use internal terminology.

Existing local Serviceability tools continue to be

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Existing, local Serviceability tools continue to be supported

Courtesy CallbackCourtesy Callback

Provides option for caller to leave name andProvides option for caller to leave name and dial-back number once call is in queueSystem automatically calls back prior to connecting y y p gto agent (pre-emptive call back)No Desktop modifications requiredWorks with all ACDS that are supported by ICM

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Improved SIP Capabilities

Dynamic Routing Support

Improved SIP Capabilities

Location Based Routing and Call Admission ControlPassing/Receiving SIP HeadersImproved UUI processingSIP support for KPMLHook flash transfer s pportHook flash transfer supportSIP Sigdigits enhancementPost Call Survey SupportPost Call Survey Support

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Licensing EnhancementsLicensing Enhancements

Integrated Licensing (moving to FlexLM and IP Node Locking)Support for additive licenses

e.g. purchase of additional ports

Automated tool to convert licenses to new formatAutomated tool to convert licenses to new formatPUT support

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Video EnhancementVideo Enhancement

Support for Cisco IOS 3G gateway as an alternative to the Radvision 3G gateway in our existing video offering Cisco IOS 3G gateway supported for Basic and Comprehensive Video deployments

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CVP 8.0 Solution MatrixProduct Version Product VersionCVP CVP 8.0 ‐ Anacapa

Content SwitchCSS WebNS 8.20

ICM 7.5, 8.0 ACE 3.2.1Support Tools 2 4 Security CSA 6 0 1

CVP 8.0 Solution Matrix

UC Components

Support Tools 2.4 Security CSA 6.0.1UCCM 6.1.3, 7.1, 8.0

OSWin2K3 SP2, CCBU Win2K3 R2 OEMCUOM 8.0

CTI OS Desktop 7.5, 8.0 Virus Scan McAfee VirusScan Enterprise 8.7i

Cisco Agent Desktop 7.5, 8.0 Symantec AntiVirus Corp Edition 10.0+

CUIS 8 0 Trend Micro ServerProtect for NT 5 7CUIS 8.0 Trend Micro ServerProtect for NT 5.7

Diag Portal 8.0 Vmware ESX 4.0

Gateway

37xx 12.4(15)T, 12.4(18c)Web Browser

Internet Explorer IE 6.0 SP1, IE 7.0, IE 8.028xx, 29xx

12.4(25m), 12.4(pi12)

FireFox FF2, FF338xx, 39xx Database IBM Informix Dynamic Server 10.00.xC95350XM

Web ServerWebsphere (WAS) v6.1 32 bits

Web Server5400XM Tomcat v5.5.27

Gatekeeper37xx 12.4(15)T, 12.4(18c) Java JRE

1.5 and 1.6 (except Studio)

28xx 12.4(25m), 12.4(pi12)Remote Admin

Symantec pcANYWHERE 12.5Legacy Scansoft RealVNC 4.1Nuance SWMS 3.1.17 Windows Terminal Services Server admin only

ASR/TTS

Nuance OSR 3.0.16Proxy Server

CUPS 7.x, 8.0(1)Nuance RealSpeak 4.0.12 CUSP 1.1.4

Legacy Nuance

Radvision Video

iContact 2.0.0.0.27Nuance MRCP 1.0.0 Service Pack 12 Interactive Video Platform 2.0.2.0.5Nuance ASR 8.5 SP070930 (SP#8) MSP 3.2.0.0.86Nuance Vocalizer 5.0 Scopia 3G Gateway 3.1.1.0

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Nuance Quantum Video Endpoints CUVA 2.1.2

Nuance NSS 5.0.4 Telepresence CTS1000, CTS3000Nuance Recognizer 9.0.5 Hard Phone 7962, 7965, 7975, RTNuance RealSpeak 4.5.0, 5.0 Soft Phone CUPC 7.0.2

ResourcesResources

Unified Communications SRNDswww.cisco.com/go/designzone

Hardware and Software Specification for CVPhttp://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp7_0/reference/guide/cvp702bom.pdf

CVP Product Pagewww.cisco.com/go/cvp

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cisco unified customer voicecustomer voice portal...cisco’s market position accelerating ped 300...

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