U-Self Serve - Cisco CVP Integration Architecture
When the caller calls Cisco Customer Voice Portal (CVP) supported contact center, the CVP answer the call and IVR application is initiated.
The U-Self Serve VXML call flow is deployed in Cisco CVP which controls the call from the initiation till termination or hand off to live agent. Based on the call flow deployed, VXML communicates to Cisco CVP whether to play the prompt or get the user input.
The CVP sends the voice request to Virtual Voice Browser (VVB) to convert the request from Speech to text. Unimrcp Client is placed inside VVB in order to route the connection with Unimrcp server.
VXML Application Flow will be started and initiates connection with U-Self Serve.
VXML template is developed using Cisco Call Studio and deployed in CVP.
Based on the template flow, VXML allows CVP to play the prompt (BOT response) or to get the customer input (Speech to Text).
Logic are created in VXML template to play continuous audio prompts from U-Self Serve. For example, playing a pre-recorded audio prompts or TTS.
VVB sends user's voice request to Unimrcp Server.
Unimrcp Server transcribes the user's voice request into text and send it back to VVB.
When a BOT response is sent as text, the TTS converts the Text to Speech.
The Speech output is streamed as Real-Time Transport Protocol packets (RTP) to VVB.
The IVR connector invokes the U-Self Serve Application Server.
A response to the caller’s input is received from the Application Sever.
VXML Studio acts as a bridge to establish the connection between U-Self Serve and Cisco through HTTP endPoint. The IVR Connector is used to streamline the process between Cisco and U-Self Serve.
From the VXML Studio, the BOT response is sent to end customer.
When U-Self Serve identifies that the caller wants to transfer the call to a Live Agent, the necessary meta data is passed back to the U-Self Serve VXML call flow which performs the steps that follows:
Transfer the call to the Cisco Unified Intelligent Contact Management (Automatic Call Distributor (ACD)) Queue.
Invoke the U-Self Serve session API to terminate the U-Self Serve conversation session.
Note
IVR connector communicates with X‑Platform using Start API and Converse API.