© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Planning and Designing a Cisco Unified Customer Voice Portal Deployment BRKCCT-2020
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Session Overview
Fundamentals of planning and designing a Cisco Unified Customer Voice Portal (CVP) deployment
Details of various functional deployment models with their call flows, design details and a migration case study
This is an intermediate to advanced level session
Some familiarity with the Contact Center Enterprise products is required
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Agenda Platform and Virtualization
Sizing
Bandwidth, QoS and Latency
Geographic Models
Edge Queuing Techniques
Architecture & Overview Planning and Design CVP Overview
CVP Components
Functional Models
Ingress and VXML Gateways
SIP including CUPS and CUSP
CVP Call Servers
Load Balancers (ACE and CSS)
Survivability
High Availability Designs
Case Study
Better Late than Never
Trust but Verify…
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
About The Presenters
Rue Green Technical Leader Customer Collaboration Service Line Cisco Systems Advanced Services
Rahul Maniktala Consulting Systems Engineer Connected Architectures Partner Organization Cisco Systems
CVP Overview
Architecture & Overview
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP – Main Features
Service Creation Queuing
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP – Service Creation
Call Studio ‒ Easy to use, yet flexible
‒ Vibrant user community
<vxml version="2.0”> <form id="form-record"> <record name="greeting" beep="true“> <prompt> Please record your greeting. </prompt>
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP – Queuing
SIP Call Control ‒ Queuing at the edge saves money
‒ Cisco network is the platform
P$TN
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Overview – Big Picture
Customers Agents Four Pillars of CVP Solution
CVP Components
“CVP requires a solution level mindset”
Architecture & Overview
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
V 1 2 3
4
VXML
1 - New call from TDM GW to CVP 2 - New call to UCCE from CVP 3 - Play “Hello World” prompt 4 - CVP sends call to VXML Gateway
Caller hears HW. Subsequent IVR 5 - Agent is now available 6 - CVP sends call to an agent Caller is disconnected from IVR Caller is connected to an agent
5
6
Caller – Agent Conversation
IVR
CVP Components High Level
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
1
RTP IP
JTAPI
CUIC
SIP SS
Media Server (Media Files)
IVR SS
VXML Server
I C M
SS
3 5
4
6
V
VXML
VXML
PG
HTTP
SIP Proxy can be optionally inserted at 1, 4, 6
2
1 - New call from TDM GW to CVP 2 - New call to UCCE from CVP 3 - Play “Hello World” prompt 4 - CVP sends call to VXML Gateway
Caller hears IVR 5 - Agent is now available 6 - CVP sends call to an agent
Caller – Agent Conversation
ASR/TTS
RPT
CVP Component Details
Functional Models
Architecture & Overview
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Functional Models
CVP Standalone (optionally with ICM Lookup) ‒ Automated Self Service IVR, No queuing, Limited call control, No formal agent
Call director ‒ IP-enabled or TDM ACDs, TDM migration to IP, On-Net routing & transfer. Save
$$
VRU-only ‒ IVR and queuing. Call control via SS7.
Comprehensive ‒ Pure IP-based contact center, IVR, call control, queuing
Basic service video ‒ Audio-only IVR, call control, queuing, video agent
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Standalone
Caller (TDM or IP)
CVP VoiceXML Server
Voice Gateway / VXML Browser
1. Incoming Call Leg (SIP or TDM)
2. HTTP / VoiceXML Documents
CVP Studio
SIP
HTTP
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Standalone
Terminates calls independently of UC Manager and ICM
Remotely distributed call delivery and IVR served by centralized applications avoids media across WAN
For advanced speech applications allowing customization and element reusability
Back-end integration flexibility (Database or web services)
Use with TDM or SIP
Basic Transfers (no queuing)
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Standalone with ICM Lookup
Caller (TDM or IP)
CVP VoiceXML Server
Voice Gateway / VXML Browser
1. Incoming Call Leg (SIP or TDM)
2. HTTP / VoiceXML Documents
3. NEW CALL Route Request
SIP
GED-125
HTTP
PG
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Standalone with ICM Lookup
Typical application is to query the ICM only when the caller opts out to an agent
ICM Lookup can return a Translation Route label which CVP standalone could SIP REFER back into a CVP Comprehensive farm
CVP Standalone with ICM Lookup cannot process an *incoming* Translation Route label
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Comprehensive
PSTN
CVP Call Server /VXML Server
1. Incoming Call Leg (SIP or TDM)
5. SIP INVITE
2. SIP INVITE
6. HTTP / VoiceXML Documents
3. GED-125 New Call
4. Connect to VRU
VXML Gateway
Ingress Gateway
CUCM
8. SIP INVITE
7. Connect to Agent
SIP
GED-125
RTP
INAP
HTTP
SS7
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Comprehensive
IVR, call control, queuing
ICM keeps track of agents
VXML Session: VXML-GW to Call Server (IVR Service) or VXML Server
Components:
‒ Call Server
‒ VXML Server (optional)
‒ VXML Gateway
‒ SIP Proxy (optional)
‒ ICM and VRU PG
‒ CUCM or TDM ACD
‒ Reporting Server (optional)
‒ ASR/TTS (optional)
‒ CSS/ACE (optional)
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Basic Video
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Basic Video
Audio-only IVR, call control, queuing, video agent
Same call flow as comprehensive SIP
Supports both audio and video calls
Video supported with SIP only
Video Endpoints: ‒ Cisco Unified Video Advantage
‒ TelePresence™
‒ 7985G
‒ Cisco H324M 3G Gateway
Platform and Virtualization
Planning and Design
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
HW Platform and OS Support
Call Server, VXML Server, Reporting Server must use MCS-7845 or higher server ‒ Windows 2003 Standard supported for all components
VXML Server ‒ Tomcat or WebSphere*
Operations Console ‒ MCS-7825 or higher server
Unified Call Studio ‒ Windows XP SP2/Windows Vista. Windows OS compatible HW
‒ Windows 7 in Call Studio 8.5
* Several caveats
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Hardware Components in CVP 8.5
UCS B-Series Blade Server (B200M2) ‒ CVP Server Virtualization – UCS with VMware ESXi 4.0
Cisco Unified SIP Proxy (CUSP) ‒ ISR based Proxy Server
Application Content Engine (ACE) ‒ Next generation content engine used for load balancing
ISR G2 (2900 & 3900 Series) ‒ Greater Performance
‒ ISR G2 & 15.0(1)M - supported with CVP 8.0(1) as well
‒ 15.0(1)M IOS release required for ISR G2
UCS C-Series Rack Mount Server (C210M2)
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Virtual CVP on UCS Solution Highlights
CVP in a Virtual (VMware) Environment
Supported with VMware ESXi 4.0
SIP deployments only
UCS hardware must be used
Specific VM configurations/templates
+ +
+
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Virtual Machine Planning/Designing
No oversubscription of RAM or CPU!
Mix of Cisco UC applications on same blade – OK
Mixed environments of physical and virtual servers
Use published OVA templates (cores, memory and disk)
HA: Distribute Application nodes across UCS blades, chassis and sites
3rd party applications (Email, SQL, Web Server etc.) on the same blade with Cisco UC apps - not supported except Domain Controller and Media Server
3rd part app servers
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Supported VM Templates for CVP
Component & Scale * vCPU vRAM (GB) vDisk (GB)
** Router 8K agents 4 4 1 x 50
** Logger 8K agents 4 4 1 x100
** Agent PG 2000 agents 2 4 1 x 50
** VRU PG 9600 ports 2 4 1 x 50
Supported VM Templates for UCCE - Example
Component & Scale * vCPU vRAM (GB) vDisk (GB)
Call+VXML+Media (900 Calls, 10 cps) 4 4 1 x 80
Reporting (Med) (420 Msg/sec) 4 4 1 x 364
Reporting (Large) (420 Msg/sec) 4 4 1 x 510
OAMP Server 2 2 1 x18
* CPU referenced is 2.53GHz Xeon E5540, RAM 1066MHz ** Requires 2 vNICs. All others only require single vNIC.
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Virtualized CVP Design – Basic Rules
SRND application-layer guidelines for UCS are *not* same as when on MCS ‒ Determine quantity or role of CVP nodes. Re-size for VM.
‒ Private network requirement for VRU PG
Mixed clusters of bare-metal HP or IBM and UCS are supported ‒ Subject to “common sense” rules – e.g. don’t make Primary CVP Call Server less
powerful than Secondary CVP Call Server or vice-versa
Sizing
Planning and Design
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Component Sizing ( Non UCS/VM )
Component Scalability per Server Redundancy HW Platform
Call Server (SIP) 1200 ports, 15 cps N+1 to N*2 MCS-7845
Call Server (H.323) 500 ports
7 cps N+1 to N*2 MCS-7845
VXML Server 1200 ports, 15 cps N+1 to N*2 MCS-7845
Operations Console NA NA MCS-7825 or higher
Co-Res (SIP, VXML, Media Server)
1200 SIP ports + 1200 VXML ports
15 cps N+1 to N*2 MCS-7845
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
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Supported VM Templates for CVP
Component & Scale * vCPU vRAM (GB) vDisk (GB)
Call+VXML+Media (900 Calls, 10 cps) 4 4 1 x 80
Reporting (Med) (420 Msg/sec) 4 4 1 x 364
Reporting (Large) (420 Msg/sec) 4 4 1 x 510
OAMP Server 2 2 1 x18
* CPU referenced is 2.53GHz Xeon E5540, RAM 1066MHz
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
VXML Gateway Sizing Maximum VXML Sessions: 12.4.15T
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.
Voice Gateway Platform
Dedicated VXML GW Voice Gateway + VoiceXML All calls VXML-Controlled; no PSTN interfaces present All calls are PSTN calls and all calls are VXML-
Controlled
DTMF ASR/TTS DTMF ASR/TTS
1861 5 4 4 2
2801 7 6 6 4
2811 30 24 25 20
2821 48 36 36 30
2851 60 56 56 48
3825 180 140 210 130
3845 200 155 230 145
AS5350XM* 240 192 240 160
AS5400XM* 240 192 240 160
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
VXML Gateway Sizing Maximum VXML Sessions: 15.0.1M
Voice
Gateway Platform
Dedicated VXML GW Voice Gateway + VoiceXML All calls VXML-Controlled; no PSTN interfaces present All calls are PSTN calls and all calls are VXML-
Controlled
DTMF ASR/TTS DTMF ASR/TTS
1861 5 3 4 2
2801 7 4 5 3
2811 30 20 23 15
2821 48 32 36 25
2851 60 40 45 30
3825 130 85 102 68
3845 160 105 125 83
5400XM 200 135 155 104
2901 12 8 9 6
2911 60 40 47 31
2921 90 60 71 48
2951 120 80 95 64
3925 240 160 190 127
3945 340 228 270 180
29xx and 39xx are ISR G2 15.0.1M, G.711, basic calls, Ethernet egress, CPU NTE 75%, VAD is ON
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
15.0.1M, G.711, basic calls, Ethernet egress, CPU NTE 75%, VAD is ON
Voice Gateway Platform
Dedicated CUBE GW CUBE + VoiceXML Flow-Through with VAD OFF
Flow-Through with VAD ON
Flow-Around
All SIP Calls & VXML controlled with Flow-Through & VAD ON
DTMF ASR/TTS
2801 55 75 200 5 3
2811 110 150 400 23 15
2821 200 300 600 36 25
2851 225 325 750 45 30
3825 400 500 750 102 68
3845 500 600 750 125 83
AS5000XM 600 850 3000 155 104
2901 100 130 400 9 6
2911 200 260 800 47 31
2921 400 520 1500 71 48
2951 600 780 2500 95 64
3925-SPE100
800 1000 3000 190 127
3945-SPE150
1000 1250 4500* 270 180
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CUSP Sizing with CVP SRE License Standard Mode
(record route on) Requests per second
Lite mode (record route off) Requests per second
FL-CUSP-2 2 5
FL-CUSP-10 10 25
FL-CUSP-30 30 75
FL-CUSP-100 100 450
FL-CUSP-200 200 750
CVP 8.5
NME License Standard Mode (record route on) Requests per second
Lite mode (record route off) Requests per second
FL-CUSP-10 10 10
FL-CUSP-30 30 30
FL-CUSP-100 100 450
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CUSP Sizing with CVP (Continued)
Performance based on 1000 routes / no normalization
For CUSP sizing purposes, assume each CVP Call uses on average 4 SIP CUSP requests:
GW to CVP Call Server
CVP Call Server to VXML gateway
CVP Call server to Ringtone gateway
CVP Call server to CUCM
CVP 8.5
Bandwidth, QoS and Latency
Planning and Design
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Call Signaling and Voice Bearer Traffic
Assumes typical H.323 call flow uses about 7000 bytes per call ‒ Every call into a branch gateway requires 6000 bytes plus 1000 bytes for each
transferred call to an agent.
‒ (7,000 bytes / call) * (8 bits/byte) = 56,000 bits per call
‒ (cps) * (56,000 bits / call) = Average kbps per branch
Assumes typical SIP call flow uses about 17,000 bytes per call ‒ (17,000 bytes / call) * (8 bits/byte) = 136,000 bits per call
‒ (cps) * (136,000 bits / call) = Average kbps per branch
‒ Remember, there are 4 SIP call legs per average UCCE call
For Voice Bearer Traffic calculations depend on the codec used – G.711 or G.729
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
VXML Traffic 1 IVR prompt = 1 VXML document
Average VXML document = 7,000 bytes
7,000 bytes * 8 bits = 56,000 bits per prompt
(cps) * (56,000 bits / prompt) * (# of prompts / call) = kbps/branch
VXML Document Type VXML Document Size (Approximate)
Root document (one required at beginning of call)
19,000 bytes
Subdialog_start (at least one per call at beginning of call)
700 bytes
Query gateway for Call-ID and GUID (one required per call)
1,300 bytes
Menu (Increases in size with number of menu choices) 1,000 bytes + 2,000 bytes per menu choice
Play announcement (simple .wav file) 1,100 bytes
Cleanup (one required at end of call) 4,000 bytes
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Media File Retrieval Traffic
Assumes HTTP Traffic
(# prompts) * (size (bytes)/prompt) * (8 bits/byte) = Total bits
(Total bits) / (cache refresh interval (secs)) = Average kbps per branch
Example: 25 prompts, average size 50kB each, refresh int. 15 mins.
(25 prompts) * (50,000 bytes/prompt) * (8 bits/byte) = 10,000,000 bits
(10,000,000 bits) / (900 secs) = 11.1 Average kbps per branch
Not caching prompts at the VXML gateway causes significant Cisco IOS performance degradation as much as 35% to 40%, directly impacted the overall bandwidth budget for the solution.
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
*Equations Used to Find These Values Can Be Found in the SRND
Sample 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
Based on the following assumptions:
IVR prompt and collect = 30 seconds, 1 Prompt every 6 seconds
Agent talk time = 120 seconds
CPS above assumes even distribution of BHCA, worst case CPS should be used
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP QoS Class Model
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Port Usage and QoS Setting Component Port Queue PHB DSCP Maximum Latency
(Round Trip)
Media Server TCP 80 CVP-Data AF11 10 200 ms
Unified CVP Call Server TCP 1720 (h.323)
TCP/UDP 5060 (SIP) Call Signaling CS3 24 200 ms
Unified CVP IVR Service TCP 8000 (HTTP)
TCP 8443 (HTTPS) CVP-Data AF11 10 200 ms
Unified CVP VXML Server TCP 7000 (HTTP)
TCP 7443 (HTTPS) CVP-Data AF11 10 200 ms
Ingress Gateway TCP 1720 (H.323)
TCP/UDP 5060 (SIP) Call Signaling CS3 24 200 ms
VoiceVXML Gateway TCP 1720 (H.323)
TCP/UDP 5060 (SIP) Call Signaling CS3 24 200 ms
H.323 Gatekeeper UDP 1719 Call Signaling CS3 24 200 ms
SIP Proxy Server TCP/UDP 5060 Call Signaling CS3 24 200 ms
MRCP TCP 554 Call Signaling CS3 24 200 ms
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Network Latency
Latency < 200 ms round trip is recommended
Solution will tolerate latency as high as 400ms round trip
Since HTTP is primary protocol used to fetch VXML instructions and media files, HTTP should treated with higher priority than normal HTTP
HTTP traffic should be treated as CVP call signaling traffic
Lets take a look closer look at a WAN with ~250 ms round-trip delay….
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Network Latency Example
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
VXML Call Prompt Setup Times – ICM Micro Apps
WAN RTT Latency SIP Call Setup Micro App Download (Initial VoiceXML) Time Until Prompt Plays
50 ms 0.5 seconds 1.0 seconds 1.5 seconds
100 ms 0.7 seconds 1.5 seconds 2.2 seconds
150 ms 0.9 seconds 2.0 seconds 2.9 seconds
200 ms 1.1 seconds 2.6 seconds 3.7 seconds
250 ms 1.3 seconds 3.2 seconds 4.5 seconds
300 ms 1.5 seconds 3.8 seconds 5.3 seconds
350 ms 1.7 seconds 4.3 seconds 6.0 seconds
400 ms 1.9 seconds 4.8 seconds 6.7 seconds
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
VXML Call Prompt Setup Times – Call Studio Apps
WAN RTT Latency SIP Call Setup Studio App Download (Initial VoiceXML) Time Until Prompt Plays
50 ms 0.5 seconds 2.0 seconds 2.5 seconds
100 ms 0.7 seconds 3.3 seconds 4.0 seconds
150 ms 0.9 seconds 4.7 seconds 5.6 seconds
200 ms 1.1 seconds 5.9 seconds 7.0 seconds
250 ms 1.3 seconds 7.3 seconds 8.6 seconds
300 ms 1.5 seconds 8.6 seconds 10.1 seconds
350 ms 1.7 seconds 10.0 seconds 11.7 seconds
400 ms 1.9 seconds 11.2 seconds 13.1 seconds
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Understanding Source of Latency Latency Sources
‒ SIP Signaling
Ingress->SIP Proxy->CVP->ICM->VRU Leg = SIP call setup time
‒ Unified CVP Call Server "ping”
Follows VRU Leg, checks to see if CVP is alive
‒ Unified CVP Call root doc fetch
Part of the “ping” includes root doc fetch
‒ Unified CVP VXML Server root doc fetch (Cisco Unified Call Studio only)
Similar to Micro-App however involves Micro-App and Call Studio App
Relatively large transfer and represents the largest amount of delay for the five phases
‒ Cisco Unified Call Studio-based VXML fetch (Cisco Unified Call Studio only)
Follows root doc fetch, represents first interaction with caller
Relatively small fetch resulting in minimal delay
Mitigation Techniques
‒ Reduce WAN RTT latency (Obvious choice)
‒ Inject Audio to “mask” the silence observed by high WAN RTT Latency
‒ Move CVP to a distributed model, placing Call, VXML and Media Servers closer to edge
Geographic Models
Planning and Design
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Geographic Models
Single Site Advantages ‒ Simplest
‒ Centralized ingress and call control
‒ Ingress and VXML gateways (should) be deployed separately
‒ Dial plan and troubleshooting simplification.
‒ Avoids the need for edge queuing techniques
Disadvantages ‒ Centralized point of failure. Non-flexible
recovery options
‒ Higher equipment costs
Customer Voice Portal (CVP) Geographic Models (1 of 4)
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Geographic Models
Multisite w/ Centralized Call Processing Advantages
Customer Voice Portal (CVP) Geographic Models (2 of 4)
‒ Similar to Single Site advantages
‒ Terminate calls to local agent branches
‒ Ingress and VXML on one gateway at branch locations
‒ Autonomous capacity flex
Disadvantages ‒ Similar to Single Site disadvantages
‒ WAN failure: = device deregistration, loss of call control, queuing, agent state updates, etc.
‒ Possible transcoding and DSP requirements
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Geographic Models
Multisite w/ Distributed Call Processing Advantages
Customer Voice Portal (CVP) Geographic Models (3 of 4)
‒ Similar to Multisite with Central Call Processing
‒ Single site failure redundancy
Disadvantages ‒ Significant solution costs due to infrastructure
replication
‒ Physically diverse networks (private and public) primarily to meet UCCE fault tolerance requirements
‒ Multiple dial plans needed for CUCM
‒ WAN + codec requirements similar to Multisite Central Call Processing
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Geographic Models
Clustering Over WAN Advantages ‒ Most common deployment. Combination of
centralized and distributed call processing.
‒ Fault tolerant and survivability flexible
‒ More efficient use of HW resources
‒ Designed for large enterprises
Disadvantages ‒ Similar to Multisite Distributed
‒ Heaviest dependence on WAN (private and public) availability
Customer Voice Portal (CVP) Geographic Models (4 of 4)
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Branch Design
If call comes into remote site, it is desirable for the call to be queued at that site
CVP normally load-balances among all VXML gateways— not optimal for branch designs
“Send To Originator” sends the call back to same GW for VXML in SIP ‒ “settransferlabel” causes CVP to always transfer back to originating gateway in H.323 case
More Edge Queuing Techniques in a moment…
Design for Queuing at the Edge
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Call Admission Control
Why Is Call Admission Control (CAC) Needed?
IP WAN
Router/ Gateway
Call Manager
PSTN
Circuit-Switched Networks
Packet-Switched Networks
PBX
Physical Trunks
STOP
IP WAN Link
IP WAN links LLQ Is Provisioned for 2 VoIP Calls (Equivalent to 2 “Virtual” Trunks)
Third Call Rejected
No Physical Limitation on IP Links. 3rd Call Can Go Through, but Voice Quality of All Calls Degrades. Call Admission Control Blocks 3rd Call
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Branch Design Call Admission Control: The Problem
From the perspective of CM, the gateways are “behind” the CVP server
CM treats every call as if they came from the same device (SIP Proxy/CVP/GK) based on source IP
Affects: locations CAC
PSTN
IP WAN
Headquarters
Branch A
Branch B
Plenty of BW
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Branch Design Queue at Edge : CAC Not an Issue Till This Point
Call received from PSTN, sent to CVP
CVP receives label for VRU, CVP does GK /SIP Proxy lookup to find destination gateway
One VRU label is used, destination VXML-GW could be any ‒ For SIP “Send To Originator” causes CVP to transfer back to originating gateway
With these commands, CAC is not an issue for VXML leg
PSTN
IP WAN
Headquarters
Branch A
Branch B
1
2
3
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Location Awareness and Location Based Routing
Without Location Awareness, You Will Have
Bandwidth miscalculations in CAC with IP originated callers, as well as with any post transfers from agents
Inability to deterministically select a local VXML GW for VRU treatment at the branch office during warm transfers from an agent due to no correlation between the two calls at consult
More on how to solve this, stay tuned…
Edge Queuing Techniques
Planning and Design
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Edge Queuing Set Transfer Label (H.323)
Send to Originator (SIP)
Technology Prefix Stripping (H.323)
Significant Digits (SIP)
Location Based Call Admission Control (LBCAC)
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Send To Originator (SIP) Simple to configure and troubleshoot using OPs Console configuration
Requires that the ingress gateway also provide VXML functionality
SIP Header is checked by CVP SIP service to determine how warm transfer was initiated, avoiding sending VRU label to CUCM.
Best Practice: Always build a centralized VXML router Farm for all transfers when using this technique
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
More difficult to configure, requiring pre-pending at ingress gateway
Site Code for VRU leg is pre-pended
Leg Label at Ingress: 228005551212
Site Code must also be embedded for any warm transfers initiated by CUCM, increasing complexity for CUCM dial plan
SIP Proxy dial plan must accommodate switch and VRU labels including site codes
Best Practice: Always build a centralized VXML router Farm for all transfers when using this technique.
Significant Digits (SIP)
22 Site Code for VRU Handling Rest is DNIS for ICM
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP gets the location information from CUCM, associate it to a particular branch gateway and assign a siteID.
CVP has information about all the gateway locations now
For SIP: CVP passes the location information in the “Call-Info Header”
Location Based CAC
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP gets the location information from CUCM, associate it to a particular branch gateway and assign a siteID.
CVP has information about all the gateway locations now
CVP can now select the correct and closest VXML gateway (near to the caller) to queue the call including warm transfers.
Saves WAN bandwidth
Proper SIP proxy configuration is required to route label based on the site-id information
Valid for IP originated calls as well
Best Practice: Preferred method for SIP edge queuing addressing CAC and deterministic edge queuing for warm transfers. (No need for centralized VXML farm for queuing transfers!)
Location Based CAC Solution (Deterministic Selection of VXML Gateway)
Ingress and VXML Gateways
High Availability Designs
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Ingress Gateway Configure SIP Server definition via User Agent resolving to DNS
hostname
Configure multiple SIP Proxy dial-peers with same preference for local Data Center proxies.
Configure multiple SIP Proxy dial-peers with higher preference for remote data center. (Yes, higher preference is actually less preferred)
If no SIP proxy server is deployed, setup same dial-peers pointing to Unified CVP Servers.
Consider using DNS SRV values resolved via DNS Server
Consider using DNS SRV values resolved via local static SRV records. (Doesn’t scale and must exist on ALL ingress gateways)
SIP
High Availability Designs
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
SIP Service
SIP is the preferred protocol for CVP
Only SIP (no H323) allowed for new deployments from CVP 8.0
H323 to be totally deprecated in CVP 9.0
SIP provides improved scalability and performance to CVP
SIP and H.323 can co-exist at the same time, however protocol used to initiate the switch leg must remain the same for the entire length of the call! (valuable during H323->SIP migration)
SIP Proxy, DNS SRV or static routes replace Gatekeeper function
SIP packets tagged with proper QoS markings vs. ACL for H.323
CVP 8 supports RFC 2833 (in-band RTP NTE) as well as KPML (OOB SIP-Notify) for DTMF
MTP will be allocated if IP phones and SIP trunk on CUCM are not configured for, or do not support RFC2833
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
SIP Routing
SIP Routing is the method in which a DN is resolved to an IP
‒ Also used for load-balancing and redundancy
Several options available:
‒ SIP Proxy
‒ DNS SRV
‒ Local SRV
‒ Static routes
‒ Combination of above
SIP Proxy desirable for significant number of SIP user agents or for complex dial plan.
Static routes/local SRV desirable for small deployments with simple dial plan.
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Algorithm and Routing Priority
When a Label Is Received By CVP from UCCE
Location SiteId (if present) is inserted for Comprehensive callflows before selecting a destination
SigDigits will be prepended if defined before routing to a destination
If SendToOriginator is matched for label, the callers source IP/host is used ONLY if caller is a Cisco IOS gateway
If (use outbound proxy) is set, then use the host of the SIP proxy
If local static route is found, then use the destination as SIP URI
If local SRV and SIP server group is defined, then destination is determined dynamically based on SIP element status and priority/weight
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
SIP High Availability
SIP HA can be achieved in multiple ways ‒ Redundant SIP Proxies
‒ DNS SRV records
‒ Local SRV records
‒ Static routes
‒ Combination of above
As of CVP 8.0 TCP is preferred transport for SIP with CVP. Was UDP prior to CVP 8.0 ‒ CVP running on VMware has issues with UDP
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Cisco Unified SIP Proxy (CUSP)
Network Module (NME) in ISR Routers
‒ 3800, 2951, 3900, 3900E routers only
Service Module (SRE) in ISR Routers
‒ 2900(any), 3900, 3900E
Prior to 8.5 CUSP requires dedicated chassis and can not co-reside with VXML/TDM GW. 8.5 and after allows co-residency.
Redundancy: Two ISR GWs geographically separated
Double Capacity with the above by using 2 CUSP/ISR
CVP 8.5
CUSP
VVVV
Ingress GW
SIP SIP
SIP SIP
ISR
CUCM 73
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
SIP Proxy Design
Site A Site B
CUCM Publisher CUCM Subscriber
CTI Custer Aware
ISR ISR
Secondary DialPeer
Primary SIP Trunk Pr
imar
y SI
P Tr
unk
Secondary SIP Trunk
IOS-Based SIP Proxy, Design Option 1 ‒ Single module, very fault tolerant
Cisco Unified SIP Proxy (CUSP) 1. Qualified starting in CVP v7.0(2)
2. CUCM is no longer required
3. SIP module hosted on dedicated Cisco Integrated Service Router (ISR)
Redundancy ‒ Static routes not replicated between sites
‒ SIP option pings can be enabled for CVP network for dynamic CVP state awareness
‒ Option pings at the ingress not yet supported
No Static Route Replication
74
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
SIP Proxy Design
Site A Site B
CUCM Publisher CUCM Subscriber
CTI Custer Aware
ISR ISR
Tertiary DialPeer
Tertiary SIP Trunk
IOS-Based SIP Proxy, Design Option 2 ‒ Dual module, very fault tolerant
Cisco Unified SIP Proxy (CUSP) 1. Qualified starting in CVP v7.0(2)
2. CUCM is no longer required
3. SIP module hosted on dedicated Cisco Integrated Service Router (ISR)
Redundancy ‒ Static routes not replicated between sites or between
SIP local SIP Proxies
‒ SIP option pings can be enabled for CVP network for dynamic CVP state awareness
No Static Route Replication
75
CVP Call Servers
High Availability Designs
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Call and VXML Servers Deploy redundant call servers per data center with sufficient redundant
ports ‒ Note: Redundant CVP port licenses are purchased licenses and live
‒ Note: Gateway/VXML licenses are “paper only” but must be purchased!
Configure SIP Server groups for outbound proxy redundancy
Configure SIP Server groups for dynamic SIP routing and availability
Configure primary and backup VXML Servers on VXML gateway
Consider using content load balancers to load balance VXML and Media Server requests.
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
High Availability Design CVP Hardware Redundancy Options
Server Crash
Process Crash/Hang
Performance Bottleneck
Network Outage VVVV
VVVV VVVV VVVV VVVV VVVVVVVV VVVV N + 1 ‒ One additional CVP Call Server
‒ Port redundancy for single server only
‒ Capacity compromised if more than one server is impacted
N + N ‒ Site redundancy without compromising
capacity
‒ Supports maximum hardware, geo-distributed redundancy
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
SIP Server Group and Dynamic Routing
OAMP Server Groups replace local SRV manual file creation. srv.xml file still used under the covers.
CVP knows the status of the destination before sending SIP INVITE using the SIP OPTIONS heartbeat feature
CVP 8.0
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
SIP Server Group
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
High Availability Design CVP SRV (Visual)
VVVV
Site A Site B
CUCM Publisher CUCM Subscriber
CTI Custer Aware
SRV Priority 2
VVVV
SRV Priority 3
SRV Priority 2
SRV Priority 3
Load Balancers
High Availability Designs
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Load Balancers Use to Load Balance HTTP, Media Resource Control
Protocol (MRCP), and RTSP traffic
Cannot load balance call control traffic such as H.323 and SIP
ACE uses a dedicated Fault Tolerant VLAN, CSS uses a VRRP
With ACE, the IP address and MAC address of the FT VLAN do not change during failover
With ACE to achieve active-active redundancy, a minimum of two contexts and two FT groups are required on each ACE.
Best Practice: For larger, geographically separated deployments, deploy pairs of load balancers per data center for localized redundancy.
Caveat: ACE and CSS are the only supported Load Balancer for CVP (F5, etc. are not officially supported)
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
ACE Load Balancing Caveat: One arm implementations will break deployments using MRCPv2 since its
based on SIP messages and not RTSP/RTP as with MRCPv1 (RFC 4463).
Media Servers
High Availability Designs
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Media Servers Configure redundant host entries in VXML gateway
ip host mediaserver 10.1.1.10
ip host mediaserver-backup 10.1.1.11
Keep in mind that “-backup” is only available in Comprehensive Mode ‒ (Anyone know why? Bueller?)
In Standalone mode, use error handling and scripts to pick secondary media server if first fails at VXML gateway
As a fail safe, implement the new “default media server” configuration in Unified CVP.
Best Practice: Always implement a supported load balancer, like ACE or CSS for large, geographically separated media server farms.
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Media Server
The CVP OAMP Media Server device was enhanced to populate the media server device list to all Call Servers
The Media Server device list can be updated to all the CallServers by pressing the new "Deploy" button from the OAMP Media Server device list
A default media server device may be specified in OAMP. If specified in OAMP, micro-applications will use that default media server if the ECC variable for media server is not defined in the UCCE ICM script. The default media server is specified in the OAMP Media Server list page.
‒ Supports primary and backup media server via hostnames
‒ Supports ACE if there are multiple media servers
‒ Supports FTP on media server for agent greetings
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Default Media Server (Cont.)
Due to default media server, ICM scripting is now simplified
Media server is defined by ECC variable
Default media server is configured in CVP OAMP ( Allowed in Release 8.5(1) )
Survivability
High Availability Designs
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Survivability
Allows for a call to reroute during or after system outage
Redirect the caller to alternate destination in the event of either start-of-call or mid-call failures (e.g. ICM Dialogue failure events, failure of IVR leg, media inactivity)
Control recovery behavior based on incoming DNIS and/or time-of-day
Various methods of call recovery:
‒ TDM-only: DTMF*8, Hookflash, TBCT
‒ SIP or TDM:
‒ Hairpin
‒ Transfer to CVP VXML server application
‒ Retry to same DN optionally pre-pended or appended with digit string. Allows finer control over ICM script recovery behavior. For example:
Original DNIS = 8005551212 Recovery DNIS = 999<retry> = 9998005551212
Works in CVP Standalone or Comprehensive Models
Requires ASR1000, CUBE or TDM gateway
Cannot recover call context from the original call
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
CVP Survivability
Caller (TDM or IP)
CVP Call Server
Voice Gateway
VXML Gateway
X
SIP
GED-125
RTP
Upon receiving failure notification from ICM or VXML gateway, Call Server sends BYE with abnormal cause code which causes gateway to invoke survivability.
Alternately, if the gateway detects a loss of media to an IP phone, it can invoke survivability if media inactivity timers are set.
Survivability
X
X
What happens if you fail to plan?
Case Studies
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
“Better Late than Never” The Situation:
Customer designed and deployed a centralized Unified CCE solution using the “Clustering over the WAN” deployment model with SIP and edge queuing. Branch locations were located in UK, Germany, Hong Kong, China, etc.
An international carrier was picked to provide for local and international dialing services as well as TFN ingress services at the branch. Unified Call Studio was deployed to build self service applications as well as Collect and Prompt services on servers in the US.
Progression:
US Based branches were deployed without any issues
UK and Germany based branches were deployed with minor issues and complaints about prompt delays. This was determined to be ~2-3 seconds longer than previous system.
APAC deployment suffered from massive delays from the time the call was placed to when the caller heard a prompt.
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
“Better Late than Never” The Issue:
US Based branches had low latency WAN connections to their branches <50 ms
UK and Germany based branches had higher than normal latency than the US, placing them around 100 to 150 ms, still acceptable from the business perspective.
APAC branches suffered from massive latency ranging anywhere from 300 ms to 400 ms RTT (10-13 second addition to overall prompt delivery).
It was discovered that APAC branches were also suffering from a carrier connect delay of 5-6 seconds.
Resolution and Lesson:
Customer eventually had to move CVP to a distributed model, placing call, VXML servers, SIP Proxy, etc. into a regional hub where latency to APAC branch offices was greatly reduced.
Know your latency numbers and design accordingly! Distributing CVP after the fact is expensive and a painful process.
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
“Trust but Verify…” The Situation:
Customer designed and deployed a centralized Unified CCE solution using the “Clustering over the WAN” deployment model with SIP and edge queuing. Branch locations were located throughout the US with CVP located in two US based data centers.
Progression:
US Based branches deployed initially without any serious issues
Initial deployment of live agents was minor in size.
Within 2 months, almost 2K agents were placed on the solution
Slowly the quality of call treatment transactions and agent calls degraded over time to a point of failure.
Customer’s voice and network teams defended their network, their QoS policies and implementations with vigor…
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
“Trust but Verify…” The Issue:
It was discovered that why the customer had a QoS policy and template, its implementation from the LAN and WAN perspective were not handled by the same group nor were they consistent and correct.
Traffic was being marked close to the source, however, not trusted as it crossed into the WAN realm, essentially unmarking it.
Furthermore, HTTP traffic, critical to CVP VXML instructions, was being marked as scavenger traffic and drop due to contention of bandwidth.
Customer also didn’t have accurate bandwidth utilization numbers for WAN connections to the branches prior to implementation.
Resolution and Lesson:
Trust that your customer has QoS implemented, Verify end to end that it is implemented and honored correctly.
Know the bandwidth consumption of a branch, especially if you are adding agents and voice services.
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
New Unified CVP Book
Title: Cisco Unified Customer Voice Portal: Building Unified Contact Centers
ISBN-10: 1-58714-290-2 and ISBN-13: 978-1-58714-290-1
Authored by: Rue Green
Grab a copy at the Cisco Book Store
Published December 2011 by Cisco Press
97
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Complete Your Online Session Evaluation Give us your feedback and you
could win fabulous prizes. Winners announced daily.
Receive 20 Passport points for each session evaluation you complete.
Complete your session evaluation online now (open a browser through our wireless network to access our portal) or visit one of the Internet stations throughout the Convention Center.
Don’t forget to activate your Cisco Live Virtual account for access to all session material, communities, and on-demand and live activities throughout the year. Activate your account at the Cisco booth in the World of Solutions or visit www.ciscolive.com.
98
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Connect with Your Peers and Cisco
Cisco Collaboration Community and User Group
Discuss business, IT, architecture, adoption and product topics with peers conferencing, customer care, enterprise social software,
IP communications, messaging, mobile applications, telepresence
Interact with Cisco Product Managers, Technical Marketing Engineers and Services Consultants
Learn about new product announcements
Join the Collaboration User Group
Influence product direction
Access to early product releases and info
Get VIP perks and exclusive sessions at Cisco Live
Visit the Cisco Collaboration Booth (#1289) at Cisco Live: Learn more about the community. Sign up for the user group. Pick up your polo shirt and badge ribbon (user group members only).
communities.cisco.com
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public
Final Thoughts
Get hands-on experience with the Walk-in Labs located in World of Solutions, booth 1042
Come see demos of many key solutions and products in the main Cisco booth 2924
Visit www.ciscoLive365.com after the event for updated PDFs, on-demand session videos, networking, and more!
Follow Cisco Live! using social media: ‒ Facebook: https://www.facebook.com/ciscoliveus
‒ Twitter: https://twitter.com/#!/CiscoLive
‒ LinkedIn Group: http://linkd.in/CiscoLI
100
© 2012 Cisco and/or its affiliates. All rights reserved. Presentation_ID Cisco Public