CISCO-CVP-MIB
The Cisco Unified Customer Voice Portal (CVP) application integrates with both traditional time-division multiplexing (TDM) and IP-based contact centers to provide an unparalleled call management and call treatment solution with a self- service, speech-enabled Interactive Voice Rresponse (IVR) option that can use information available to customers on the corporate Web server. With support for automated speech recognition (ASR) and text- to-speech (TTS) capabilities, callers can obtain personalized answers to increasingly complex questions and can conduct business in new and innovative ways ?- all without the costs of interacting with a live agent. CVP is a distributed, self-service IVR application. The solution is comprised of a set of distinct services; each performs a specific function. The services are loosely coupled, which aides its distributed nature, and yet they are tightly integrated. Each service provides a core function and is dependent upon the other services to perform that function. A single CVP server may have one or more services installed on a single server; even in the smallest deployment scenarios, there will be at least two servers -- a call server and a Voice XML (VXML) server. The call server, whether it is a single physical server or a virtual set of servers, will include the SIP service, the IVR service and in many cases, the ICM service. Environments desiring the use of the H.323 protocol will have the H.323 service either exclusively or in concert with the SIP service available on the call server. The server providing VXML services will have the VXML server (which executes the IVR scripts, plays prompts and collects digits) and the VXML service which provides the interface between the other CVP services and the VXML server. A reporting server houses a database management system and the CVP reporting service which receives events from other CVP services and writes data to the database. The number of servers that are part of the solution will scale to the expected capacity for that deployment. For many deployments, CVP works in concert with the Cisco Unified Intelligent Contact Management (ICM) Enterprise and/or the Cisco Unified Contact Center Enterprise contact management systems. In this deployment scenario, CVP acts as a self- service and IVR platform and interfaces with the ICM for subsequent call routing, typically to a call center agent (a human resource tasked with answering inbound calls and providing services to callers). Using the aforementioned call control protocols -- SIP and H.323 -- CVP interacts with all these devices to switch the calls to the desired destination. The Cisco Unified Customer Voice Portal (CVP) Management Information Base (MIB) module defines management instrumentation for CVP services. Each distinct CVP service exposes instrumentation related to its specific function. The bulk of this instrumentation is run-time statistics that provide insight into the health, performance and capacity utilization of the CVP solution. Notifications are also a key component of this instrumentation. This MIB also defines a notification format that offers descriptive objects as well as objects that ease the task of correlating events at the management station. The MIB is structured such that at the highest level is a single generic table which enumerates the installed CVP services and provides a description of each as well as a real-time status. The index of this table is used to relate the service entry to an entry in a table of additional instrumentation that is specific to that CVP service type. There are also several groups of objects that are exposed on each CVP server regardless of the services installed. DEFINITION OF TERMS AND ACRONYMS CVP Customer Voice Portal GED-125 A messaging protocol that extends an interface to a Interactive Voice Response (IVR) (AKA Voice Response Unit (VRU)) device. The protocol allows for basic call control and running scripts on the IVR to play prompts and collect user input. IVR Interactive Voice Response JVM Java Virtual Machine OAMP Operations, Administration, Maintenance and Provisioning RTP Real-time Transport Protocol SIP Session Initiation Protocol VRU Voice Response Unit