cisco unified customer voicecustomer voice portal...cisco’s market position accelerating ped 300...
TRANSCRIPT
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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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
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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
Dedicated VXML GW Voice Gateway and VoiceXML
Minimum DRAM Recommended
All calls VXML-Controlled; no PSTN interfaces present
All calls are PSTN calls and all calls are VXML-Controlled
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
Dedicated VXML GW Voice Gateway and VoiceXML
Minimum DRAM Recommended
All calls VXML-Controlled; no PSTN interfaces present
All calls are PSTN calls and all calls are VXML-Controlled
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
.14 500 21 27 sec 18 8 kbps 19 kbps 106 kbps
.28 1000 38 24 sec 27 16 kbps 38 kbps 168 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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Registrujte se za Cisco Networkers 25 28 j 2010 B l25-28. januar 2010. Barselona28-31. mart 2010. Bahrein
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