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.

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

What Are the Unified CVP Functional Deployment Models? 9

Unified CVP Solution Overview 10

Unified CVP Architecture 12

Call Server 15

Unified CVP VoiceXML Server 17

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

Load Balancers: CSS and ACE 34

Unified CVP Licensing 35

Types of CVP Licenses 35

Licensing Native Unified CVP Components 38

Determining What You Need 40

Unified CVP Licensing Use Cases 43

Summary 44

References 44

Recommended Readings and Resources 45

Functional Deployment Models 47

Standalone Model 47

The Call Director Model 55

Comprehensive Model 66

The VRU-Only Model 89

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

Summary 105

References 105

Recommended Reading and Resources 106

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

Call Survivability 149

SIP High-Availability Architectures 159

Layer 2 Switch Considerations 160

Originating Ingress and VoiceXML Gateways 161

SIP Proxy Servers 165

Unified CVP Call Server’s SIP Considerations 170

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

H.323 High-Availability Architectures 181

Originating Ingress and VoiceXML Gateways 181

H.323 Gatekeepers 186

Unified CVP Call Server’s H.323 Considerations 187

Content Services High-Availability Architectures 188

Application Control Engine 188

Cisco Content Services Switch (CSS) 194

Media Server 199

Unified CVP VoiceXML Server 201

Summary 202

References 203

Recommended Reading and Resources 204

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

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

QoS 271

Network Latency 273

Understanding the Source of Delays 276

Mitigation by Injecting Audio 277

Implementing the Changes 281

Troubleshooting and Tuning the Changes 286

Security Considerations 291

Summary 296

References 297

Recommended Readings and Resources 297

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

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

Summary 334

Recommended Reading and Resources 335

Troubleshooting Strategies 337

Device Status and Detailed Troubleshooting 352

Ingress and VXML Gateways 352

Gatekeepers 388

SIP Proxy Servers 399

Unified CVP Call Server 410

Unified CVP VXML Server 428

Unified CVP Reporting Server 430

Unified ICM 430

Load Balancers 436

Matching a Symptom with a Resolution: A Final Thought 439

Summary 439

Recommended Reading and Resources 440

New Data Center Challenges 443

Overview of the Cisco Unified Computing System 444

UCS Hardware Requirements 446

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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