IP Telephony & Contact Center Architects

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Cisco Unified Customer Voice Portal

Cisco Unified Customer Voice Portal Cisco Unified Customer Voice Portal (Unified CVP) provides carrier-class IVR services on Voice over IP (VoIP) networks. It can perform basic prompt-and-collect or advanced self-service applications with CRM database integration and with automated speech recognition (ASR)… Continue Reading →

Customer Voice Portal Introduction

Cisco Unified Customer Voice Portal uses REST based APIs to address the “Service Fulfillment” and “Service Assurance” requirements. Service fulfillment APIs are focused on the management of Media files on CVP Media servers and VXML applications on CVP VXML Servers…. Continue Reading →

SIP Unified CVP Call Flow

    The call flow consists of an incoming call requiring initial self-service, followed by queue treatment, and finally delivery to a Unified ICME agent. The following diagram presents a general SIP-based solution. A detailed description of the call flow… Continue Reading →

H.323 Unified CVP Call Flow

    The call flow consists of an incoming call requiring initial self-service, followed by queue treatment, and finally delivery to a Unified ICME agent. The following diagram presents a general h.323 -based solution. A detailed description of the call… Continue Reading →

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