Cisco Unified Customer Voice Portal

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2 Cisco Unified Customer oice Portal Building Unified Contact Centers Rue Green Cisco Press 800 East 96th Street Indianapolis, IN 46240

3 ii Cisco Unified Customer oice Portal Cisco Unified Customer oice Portal Building Unified Contact Centers Rue Green Copyright 2012 Cisco Systems, Inc. Published by: Cisco Press 800 East 96th Street Indianapolis, IN USA All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review. First Printing December 2011 Library of Congress Cataloging-in-Publication data is on file. ISBN-13: ISBN-10: Warning and Disclaimer This book is designed to provide information about Cisco Unified Customer oice Portal. Every effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied. The information is provided on an as is basis. The author, Cisco Press, and Cisco Systems, Inc., shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book or from the use of the discs or programs that may accompany it. The opinions expressed in this book belong to the author and are not necessarily those of Cisco Systems, Inc. Trademark Acknowledgments All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. Cisco Press or Cisco Systems, Inc. cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark.

4 iii Corporate and Government Sales The publisher offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales, which may include electronic versions and/or custom covers and content particular to your business, training goals, marketing focus, and branding interests. For more information, please contact: U.S. Corporate and Government Sales For sales outside of the U.S. please contact: International Sales Feedback Information At Cisco Press, our goal is to create in-depth technical books of the highest quality and value. Each book is crafted with care and precision, undergoing rigorous development that involves the unique expertise of members from the professional technical community. Readers feedback is a natural continuation of this process. If you have any comments regarding how we could improve the quality of this book, or otherwise alter it to better suit your needs, you can contact us through at Please make sure to include the book title and ISBN in your message. We greatly appreciate your assistance. Publisher: Paul Boger Associate Publisher: Dave Dusthimer Executive Editor: Brett Bartow Managing Editor: Sandra Schroeder Project Editor: Seth Kerney Editorial Assistant: anessa Evans Cover Designer: Sandra Schroeder Composition: Mark Shirar Business Operation Manager, Cisco Press: Anand Sundaram Manager Global Certification: Erik Ullanderson Development Editor: Marianne Bartow Copy Editor: Apostrophe Editing Services Technical Editors: Gary Ford, Jeff Spronk, Rahul Manikitala,and Lou Yao Proofreader: Language Logistics LLC, Christal White Indexer: Tim Wright

5 iv Cisco Unified Customer oice Portal 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 CP, 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 oice, 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 About the Technical Reviewers For more than 13 years, Gary Ford has been privileged to work for many large systems integration companies, Cisco Advanced Technology Partners, and end customers, designing, deploying, and maintaining Cisco telephony and contact center solutions. His introductory role to contact centers started in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BT s core telephony network. Over the following years, Cisco acquired GeoTel and rapidly transformed the ICR product set to include solutions from other Cisco acquisitions and a great deal of inhouse innovation. His role has changed over the years from test engineer to contact center and unified communications consultant. Gary spends much of his time designing and deploying Cisco unified communications solutions for a wide range of customers. Gary also holds a Bachelor s of Engineering degree in computer systems engineering, the status of Chartered Engineer, and several Cisco, Microsoft, and business-related professional qualifications. Jeff Spronk, CCIE No , has been working in Advanced Services at Cisco as a Network Consulting Engineer for three years. As a member of the Customer Collaboration Service Line, his focus is to design, deploy, and test Cisco Unified Contact Center solutions for large enterprise customers. Jeff s role also includes the creation of UCC-related intellectual property and documentation. Prior to joining Cisco, Jeff worked as part of the UCC deployment team, assisting a Cisco Partner and Cisco sales teams with designing and troubleshooting contact center solutions.

6 v Dedications This book is dedicated first to my family, my wife Marcy and my two awesome children, Kyla and Jake. Without their support, encouragement, and patience, it would not exist. Secondly to my Mom and Dad, who instilled in me strong work ethics and a will to never doubt myself. Lastly, to my sister, who has always been the big sister with a big heart. I think they will be proud of what follows. Acknowledgments I would like to thank the following teams for helping me create this book. First, my manager and colleague, Aaron Chaskelis from Cisco, for his support and guidance on this project. I could not have done it without it. Secondly, Janet Byron, formerly a principal engineer at Cisco, for her deep technical knowledge on Unified CP and guidance on content found throughout the book. I want to wish Janet well in her newly found freedom and hope to have the pleasure of working with her again in the future. Scott Hogg, a principal consultant at GTRI, for convincing me to step up and take a swing at the book. Without his words of encouragement and guidance, this book would not exist. Chris Chandler and Tom Armstrong from Cisco for their contributions pertaining to sizing and mitigation techniques for high-latency networks and Unified CP. Their work, illustrated in this book, is a superb example of their deep technical expertise in solution architecture and Unified CP. Jason Kuo, formerly an engineer at Cisco, for his contribution around media files and Unified CP s IR and HTTP caching techniques. His content was a great addition to this book, and I am grateful for his insight. Rahul Manikitala, a Systems Engineer at Cisco Systems, Inc., for his great insight pertaining to the layout and content of this book. Lou Yao, Network Consulting Engineer at Cisco, for his friendship and honest opinions pertaining to the technical content found in this book. Andrew Marc-Aurele, Network Consulting Engineer at Cisco, for gathering some great examples pertaining to troubleshooting TDM and XML conversations. The technical reviewers, Gary Ford and Jeff Spronk, who provided excellent technical coverage and kept this book accurate and easy to navigate. Finally, the Cisco Press team: Brett Bartow, the executive editor, for seeing the value and vision provided in the original proposal and believing enough to provide me the opportunity to build this book. In addition, Marianne Bartow, development editor, for her relentless push to develop my rough manuscript into a fine piece of technical literature and pushing the entire team to meet our deadlines. Lastly, everyone else in the Cisco Press team who spent countless hours normalizing the manuscript, its technical drawings and content; their effort can be seen throughout the book pertaining to my ideas, words, and pictures, presented in ways that I could never have imagined.

7 vi Cisco Unified Customer oice Portal Contents at a Glance Introduction xvii Chapter 1 Introduction to Unified Customer oice Portal 1 Chapter 2 Unified CP Architecture Overview 9 Chapter 3 Functional Deployment Models and Call Flows 47 Chapter 4 Designing Unified CP for High Availability 107 Chapter 5 Working with Media Files 207 Chapter 6 Sizing, Networking, and Security Considerations 245 Chapter 7 Upgrading 299 Chapter 8 Troubleshooting 337 Chapter 9 irtualization 443 Index 463

8 vii Contents Introduction xvii Chapter 1 Introduction to Unified Customer oice Portal 1 The History of Unified CP 1 What Is Unified Customer oice Portal? 2 What Is oicexml? 5 Advantages of Deploying Unified CP 7 Summary 7 Reference 8 Recommended Reading and Resources 8 Chapter 2 Unified CP Architecture Overview 9 What Are the Unified CP Functional Deployment Models? 9 Unified CP Solution Overview 10 Unified CP Architecture 12 Call Server 15 SIP Service 15 ICM Service 16 IR Service 16 Unified CP oicexml Server 17 H.323 Service 17 Unified Call Studio (Formerly Unified CP oicexml Studio) 18 Unified CP Reporting Server 18 Unified CP Operations Console Server (Operations Console) 20 Unified CP Non-Native Solution Components 21 Cisco Ingress oice Gateway 22 Cisco oicexml Gateway 23 Cisco Egress Gateway 24 ideo 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

9 viii Cisco Unified Customer oice Portal Media Server 32 ASR/TTS Server 33 Load Balancers: CSS and ACE 34 Unified CP Licensing 35 Types of CP Licenses 35 Unified CP Server-SW 36 Unified CP Ports 36 Unified CP Redundant Ports 37 Unified CP Call Directors 37 Unified CP Reporting Servers 37 Cisco Unified Call Studio 38 Licensing Native Unified CP Components 38 Unified CP Call Server 38 Unified CP oicexml Server 39 Cisco Unified Call Studio 39 Unified CP Reporting Server 40 Determining What You Need 40 Sizing Unified CP Server Licenses 40 Sizing Unified CP Port Licenses 41 Sizing Unified CP Redundant Port Licenses 41 Sizing Unified CP Call Director Licenses 42 Unified CP Licensing Use Cases 43 Use Case 1: CP Co-Resident Call Server+oiceXML Servers and Unified CCE Agents 43 Use Case 2: CP 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 oip Transfers Using SIP 58

10 ix SIP Call Flow Ladder Diagram 60 H.323 Protocol-Level and Component Call Flow 61 oip Transfers Using H Transfers and Subsequent Call Control 65 Comprehensive Model 66 SIP-Based Protocol-Level and Component Call Flow 68 oip Transfers using SIP 72 SIP Call Flow Ladder Diagram 76 H323 Protocol-Level and Component Call Flow 79 oip Transfers Using H H.323 Call Flow Ladder Diagram 85 Transfers and Subsequent Call Control 88 The RU-Only Model 89 Component Call Flow 91 oip Transfers 94 Call Flow Ladder Diagram 94 Network RU Types 95 Overview of Unified ICM Network RUs 95 Unified CP as a Type 10 RU 96 Unified CP as Type 5 RU 98 Unified CP as Type 3 or 7 RU (Correlation ID Mechanism) 99 Unified CP as Type 8 or 2 RU (Translation Route ID Mechanism) 100 Network RU Types and Unified CP 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 CP XML Server 103 Model #4: RU Only 103 Model #4a: RU-Only with NIC Controlled Routing 103 Model #4b: RU-Only with NIC Controlled Prerouting 104 Summary 105 References 105 Recommended Reading and Resources 106 Chapter 4 Designing Unified CP for High Availability 107 Unified CP Geographic Models 107 Single Site 108 Multisite with Centralized Call Processing 111

11 x Cisco Unified Customer oice Portal 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 ersus Open Hours 153 Use Case 2: Specific Open Hours/ Holiday Priority ersus 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 alues 156 SIP High-Availability Architectures 159 Layer 2 Switch Considerations 160 Originating Ingress and oicexml Gateways 161 Caveats 164 SIP Proxy Servers 165 Cisco Unified Presence Server (CUPS) 165 Cisco Unified SIP Proxy (CUSP) 168 Caveats 169 Unified CP Call Server s SIP Considerations 170 Caveats 173 Use Case: High Availability Routing with Unified CP and SIP 173 H.323 High-Availability Architectures 181 Originating Ingress and oicexml Gateways 181 Additional Cisco IOS Gateway and oicexml Configurations 184 Caveats 186 H.323 Gatekeepers 186 Unified CP Call Server s H.323 Considerations 187 Caveats 187

12 xi Content Services High-Availability Architectures 188 Application Control Engine 188 Stateful Failover 190 Fault-Tolerant (FT) LAN 191 Caveats 191 ACE Load Balancing 192 Cisco Content Services Switch (CSS) 194 irtual Interface Redundancy 195 Fate Sharing 196 CSS Load Balancing 197 Caveats 198 Media Server 199 Caveats 201 Unified CP oicexml Server 201 Caveats 202 Summary 202 References 203 Recommended Reading and Resources 204 Chapter 5 Working with Media Files 207 IOS-Based IR and HTTP Client Architectures 207 IR and HTTP Client 208 To Stream or Not to Stream 209 Caching 212 HTTP Client Cache 212 HTTP Client Cache Control 213 IR Cache 217 IR 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

13 xii Cisco Unified Customer oice Portal 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 CP Sizing 245 Erlang Traffic Models 247 Sizing the Unified Call Server 251 Sizing the Unified CP XML Server 252 Sizing the Unified CP Reporting Server 254 Sizing Unified CP Co-Residency 258 Sizing SIP Proxy Servers (CUPS and CUSP) 260 Sizing Ingress and oicexml Gateways 262 Sizing Load Balancers 266 Sizing Bandwidth Requirements 267 oicexml Documents 268 Media File Retrieval 268 Call Signaling and oice Bearer Traffic 269 ASR and TTS 270 QoS 271 Network Latency 273 Understanding the Source of Delays 276 SIP Signaling 276 Unified CP Call Server ping 276 Unified CP Call Server Root Document 276 Unified CP oicexml Server Root Document Fetch (Cisco Unified Call Studio Only) 277 Cisco Unified Call Studio-based oicexml 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 CP oicexml Templates 279

14 xiii Understanding Changes to Cisco Unified Call Studio Application Root Documents 281 Implementing the Changes 281 Modifying survivability.tcl 282 Understanding oicexml 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 CP 8.x Feature and Scalability Enhancements 301 Challenges with Unified Contact Center Product ersion Compatibility 304 Unified CP Upgrade Strategies 306 Common Ground Upgrades 307 Technology Refresh Upgrades 308 Hardware and Software Considerations 309 Unified CP Native Component Upgrade Strategies 311 Use Case 1: Upgrading CP Units Without Multiphase 312 Use Case 2: Upgrading CP Units Using Multiphase Approach 313 Unified CP 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

15 xiv Cisco Unified Customer oice Portal Summary 334 Recommended Reading and Resources 335 Chapter 8 Troubleshooting 337 Troubleshooting Strategies 337 Device Status and Detailed Troubleshooting 352 Ingress and XML 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 XML Gateways) 358 SIP Related (Ingress and XML Gateways) 365 H.323 Related (Ingress and XML Gateways) 371 XML Applications (Ingress Survivability and XML Gateways) 374 Media Files (XML 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 CP Call Server 410 Diagnostic Servlet 415 Unified System Command Line Interface (CLI) 422 Unified CP XML Server 428 Unified CP Reporting Server 430 Unified ICM 430 Peripheral Gateway (PG) and Peripheral Interface Manager (PIM) Status 431 Router Log iewer 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

16 xv Summary 439 Recommended Reading and Resources 440 Chapter 9 irtualization 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 CP Component Capacities and M Configuration Requirements 448 Performance Requirements 451 Use Cases 452 Use Case: Rogger Example Use Case: Rogger Example Use Case: Rogger Example Use Case: Router/Logger 458 Summary 461 References 461 Recommended Reading and Resources 461 Index 463

17 xvi Cisco Unified Customer oice Portal Icons Used in This Book ICM TDM UCCE Central Controller Router, Logger, Peripheral Gateway ACD Cisco Unified Communications Manager oice Gateway Router with TDM IP Router/Gate keeper oice- Enabled Router Phone /PSTN IP Phone PC Network Cloud IP Database Multilayer Switch Content Switch SIP Proxy Server Server Cisco Unified Presence Server ICM CP Customer oice Portal Cisco Unified Intelligent Contact Management Application Control Engine PBX oice- Enabled Switch PSTN Switch Command Syntax Conventions The conventions used to present command syntax in this book are the same conventions used in the IOS Command Reference. The Command Reference describes these conventions as follows: Boldface indicates commands and keywords that are entered literally as shown. In actual configuration examples and output (not general command syntax), boldface indicates commands that are manually input by the user (such as a show command). Italic indicates arguments for which you supply actual values. ertical bars ( ) separate alternative, mutually exclusive elements. Square brackets ([ ]) indicate an optional element. Braces ({ }) indicate a required choice. Braces within brackets ([{ }]) indicate a required choice within an optional element.

18 xvii Introduction Once upon a time I was told that Unified CP is both a product and a solution. At the time, I didn t understand the significance of that statement and chalked it up as another one of those fancy analogies that actually didn t mean much. However, as time went by I started to examine that statement and understand how correct it truly is. To understand and appreciate Unified CP, you must first understand it as a product and then graduate to understanding it as a solution. In other words, Unified CP requires a solution-level mind set. This means to master Unified CP and it integrations, you must visualize it at the solution level and not just at the product level. Cisco provides an enormous amount of documentation for Unified CP. This documentation covers the design, installation, configuration, and administration aspects of Unified CP. So why write a book on Unified CP? The answer is fairly simple. With all the great documentation available from Cisco, not a single document provides the important details of Unified CP. Those important details are scattered throughout numerous Cisco technical documents or buried in training manuals provided by training partners. Up until the construction of this book, an engineer would need to attend some classes and dig through several hundred if not thousands of pages of documentation to just get a good architecture understanding of Unified CP. This approach created a perception that Unified CP is a complicated product with a decent learning curve for an engineer to become proficient at implementing it. Hence, the goal of this book is to boil down and simplify the architectural details and collect and present them in one reference without trying to replace the existing design, installation, and configuration guides already available from Cisco. Currently, Cisco has released version 8.5 of Unified CP and has a release date for version 8.7 and even 9.0. However, quite a few customers may still use version 7.x or even 4.x, so there is a compelling need for a book that can capture the best technical content sampled from different Cisco documents, white papers, best practices, and brain dumps from senior engineering resources such as the author to present it in a simplified manner for ease of consumption.

19 xviii Cisco Unified Customer oice Portal Objectives of This Book Many organizations are currently working to transform their existing legacy TDM Contact Centers to feature-rich, IP-based unified contact centers. Although some organizations are working on these huge transformational projects, several are still contemplating how this transformation can impact them and what solutions exist to enable them to move to a true IP-based unified contact center solution. Cisco Unified Customer oice Portal (CP), formally Internet Service Node or ISN, is quickly becoming a strong replacement technology for legacy TDM IR solutions. Cisco Unified CP integrates with Cisco Unified Contact Center Enterprise and Cisco Unified Call Manager to produce a feature-rich replacement for legacy components ailing from scalability, functionality, and proprietary IR languages. Because of the numerous options and integrations available for designing next generation contact center solutions with Unified CP, outlining best practices and architectures pertaining to these options becomes an even greater challenge for contact center and network engineers. This book intends to provide architecture guidelines and proven deployment best practices for mitigating design and sizing challenges when deploying Unified CP. This book covers the Unified CP architecture first, outlining its key advantages and design considerations. When the underlining architecture and integration points are defined, the book focuses on key architecture and solutions to address some the most common, yet complex, design challenges existing in today s unified contact center deployments. Where appropriate, the book provides working configurations and examples that support the deployment of the architectures discussed. The book concludes by covering topics such as upgrades, troubleshooting, and the virtualization of Unified CP. This book does not cover introductory concepts on how a contact center functions. It is based on the assumption that you have a fundamental understanding of contact centers and their requirements both from a technical standpoint and from a business perspective. In addition, although the audience level for this book may not be expert on Unified CP, it is assumed that basic unified contact center components such as UCCE via Unified ICM and CUCM are understood. It covers the design architectures for Unified CP but at the same time gives practical examples on how to implement those architectures. In that way this book provides a good mix of the design concepts with implementation examples for Unified CP.

20 xix Who Should Read This Book? The book is targeted to a technical audience composed of information technology staff responsible for designing and deploying Unified Contact Centers. In addition, Contact Center mangers that are curious of the design benefits and considerations with Unified CP could also be likely candidates. Application consultants that provide UCCE scripting support can also benefit from this book, simply because it offers the underlining architecture for how applications are handled in the network and how calls are delivered for queuing, treatment, and delivery. This book assumes some knowledge of IP-based or legacy-based contact centers and is geared to a technical audience. Therefore, people with either a CCP or CCIE can value the technical content of this book. The secondary target is the actual end customers in charge of day-to-day maintenance and troubleshooting of their own platform. How This Book Is Organized This book contains nine chapters that cover the core areas of Unified Customer oice Portal. An overview of each chapter follows. Chapter 1, Introduction to Unified Customer oice Portal : Provides a history lesson about Unified CP and its advantages. This chapter also provides a technical overview of oicexml. Chapter 2, Unified CP Architecture Overview : Covers Unified CP native components including the Call Server, XML Server, Reporting Server, Operations Console Server, and Cisco Unified Call Studio. This chapter also covers non-native components including IOS devices, Cisco Unified ICM, Cisco Unified Call Manager, content load balancers and third-party servers. This chapter discusses different deployment models and licensing requirements. Chapter 3, Functional Deployment Models and Call Flows : Includes a discussion regarding the Standalone, Call Director, Comprehensive, and RU-only deployment models and their detailed call flows. Chapter 4, Designing Unified CP for High Availability : Covers different Unified CP geographic models, edge queuing techniques, and call survivability. Includes detailed discussions about the creation of high-availability architectures for SIP, H.323, and content present by load balancers and media servers. Chapter 5, Working with Media Files : Covers the architecture of the IOS-based IR and HTTP Client with discussions pertaining to streaming, caching, and various types of HTTP connections and interactions. Chapter 6, Sizing, Networking, and Security Considerations : Covers Sizing, Quality of Service, Network Latency, and Security considerations for Unified CP.

21 xx Cisco Unified Customer oice Portal Chapter 7, Upgrading : Provides guidance for Unified CP upgrade strategies and methodologies including approaches to migration H.323 deployments to SIP. Chapter 8, Troubleshooting : Provides a framework that you can use to isolate faults with a Unified CP deployment, followed by continued discussion about how to determine device status and detailed troubleshooting steps for native and nonnative components. Chapter 9, irtualization : Covers the history of virtualization and how it applies to Unified CP deployments, followed by some best practice guidance for designing a virtualized Unified CP deployment using UCS. This chapter concludes with some use cases for deployments using Unified ICM, Unified CP, with Unified CCE agents.

22 Chapter 3 Functional Deployment Models and Call Flows This chapter covers the following subjects: Functional deployment models: Standalone, Call Director, Comprehensive, RU-only. Detailed call flows: Call flow details for each Functional Deployment Model. Unified CCE interactions: Network RUs in Cisco Intelligent Contact Management Enterprise and IP originated calls with Cisco Unified Communications Manager. Functional Deployment Models As discussed briefly in the previous chapter, Unified CP has some well-defined and commonly referenced functional deployment models. This chapter provides more details for these models and examines what each model accomplishes, its call flow, and even which native and non-native components are used. Understanding these models is critical to designing, implementing, and troubleshooting a Unified CP solution. The chapter ends with a discussion that encompasses Unified CP and its relationship and interactions with Unified CCE components, such as Unified ICM and Cisco Unified Communications Manager. Standalone Model Although this model is the simplest of all the functional deployment models, the flexibility available in Unified Call Studio applications is astounding. This model gives an organization the capability to replace legacy IR systems using applications built using Unified Call Studio and hosted via the Unified CP oicexml Server. The standalone model provides a standalone, automated self-service IR solution that callers can access via TDM and oip terminating at Unified CP s Ingress voice gateways. In addition callers could also access this solution via oip endpoints. Figure 3-1 shows the components used with this solution and their protocols.

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