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

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Edge Queuing Techniques and Survivability

As previously discussed, Unified CVP supports the placement of distributed VoiceXML Gateways and provides a powerful feature in supporting edge queuing. This enables the call to be parked on the local VoiceXML Gateways with treatment, such as queue music, provided without voice bearer traffic traversing the IP WAN. In this scenario, only voice signaling and HTTP requests use the IP WAN to interact with the Unified CVP call servers and media servers. However, the manner in which edge queuing is designed and deployed is locally-dependent on the VoiceXML Gateways and centrally-dependent on the Unified CVP call servers, gatekeepers, and SIP proxy servers. Understanding these different techniques, their call ...

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