Is integration between Communications Manager Express and CVP possible

cdnadmin · ‎01-24-2014

This document was generated from CDN thread

Created by: Fuad Fikret Mailov on 14-07-2010 11:29:30 AM
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Hi team,

One of the customers is interested in the level of
integration between CVP and CME (if any)? Will it work properly? What will it
provide?

In CVP SRND document it¿s stated that Cisco Unified
Communication Manager should be used if ¿call center agents are part of an
IP solution using Cisco IP Phones, or when migrating from TDM ACDs¿. But it
doesn¿t say anything about CME.

Customer has CME version 7 in place running on top of 2851
router. The CME is in HQ and serves 8 branches. They now want to add an IVR
able of querying their Database (Oracle v. 9.2) to check caller¿s password
entry. The IVR should also be able to write in the database (if for instance
the caller wants to change his password). And now they are considering Cisco
Unified CVP solution but they already invested in CME.

Which our solution can meet customer¿s requirements without
replacing CME?

Thanks a lot in advance!

Kind Regards!

Subject: RE: Is integration between Communications Manager Express and CVP possible
Replied by: Tieying Xuan on 15-07-2010 02:41:02 AM
The SRND is talking about the CVP comprehensive deployment. The Call Manager connects to ICM as IP ACD. It doesn't support CME.
But in your case, you require only IVR feature and integration with DB. So you need a Voice Gateway between CME and CVP VXML Server. Please refer the CVP standalone deployment. Forward the customer calls from CME to the Voice Gateway, it can handle the calls, and drive the CVP application.
I'm not sure if 28xx can work as both CME and Voice Gateway at same time. Maybe it requires additional dsp card. I'm not familiar with hardware configuration. You might ask for more information from System Engineer from Cisco.