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Cisco Unified Customer Voice Portal: Building Unified Contact Centers by Rue Green

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Summary

Unified CVP has a significant amount of flexibility in how it is deployed as discovered in this chapter. The different functional deployment models discussed provide a simple set of architectural starting points for engineers to understand these deployments and to discuss their strengths and differences with their customers. This chapter also discussed interactions with Unified ICM to provide some basic integration concepts about the switch and VRU leg of a call and how Unified ICM deals with each.

In addition, this chapter provided a detailed overview of the different call flows supported by each function deployment model solidifying this knowledge for use in future chapters pertaining to high-availability designs and troubleshooting ...

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