WarmTransfer
Configuration · guide

Setting up a CVP comprehensive call flow in UCCE

Verified 2026-09-30 · 75 sources · tier 2

For A UCCE engineer configuring Unified CVP, Unified CCE, and a voice gateway into the Comprehensive call flow model..

In the Comprehensive call flow model, Unified CVP acts as the switch 59. An incoming call consists of a switch leg on the voice gateway and a VRU leg on the voice browser, both served by a single Type 10 Network VRU 60​61.

Before you start

  • Confirm that your deployment targets the Comprehensive call flow model, which is the only CVP call flow model permitted in a Unified CCE Reference Design 31.
  • Verify that Unified CVP Call Server, Unified CCE, and the ingress voice gateway are installed and reachable over the network 62​2.
  • Note that the CVP 12.6(1) Configuration Guide documents the VRU leg as being treated by a VoiceXML gateway, whereas the 15.0(1) guide specifies Cisco VVB 1​60.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

What platform provides voice treatment on the VRU leg?
How does the Unified CVP Call Server locate its SIP destinations?

Two questions. One permanent page you can send to your manager.

Step 1 Define the Type 10 Network VRU and its labels

Do

In ICM Configuration Manager, open the Network VRU Explorer tool, create a Network VRU of Type 10, and create one label per Unified CVP Call Server 26. For each label, enter the Network Routing Number, select label type Normal, and associate it with that Call Server's routing client 26. Note the digit length of this Network Routing Number, as the Call Server setting Maximum Length of DNIS must match it 24. Open the System Information tool in ICM Configuration Manager and select this Type 10 Network VRU as the Default Network VRU 4.

Verify

Confirm in Network VRU Explorer that the Network VRU shows Type 10 and has a Normal label configured for every Call Server routing client 26. A missing label for a routing client causes Send to VRU failures in ICM 16.

Rollback

Suggested rollback: delete the labels and the Network VRU in Network VRU Explorer, and clear the Default Network VRU entry in the System Information tool.

Step 2 Configure the VRU peripheral gateway

Do

In PG Explorer, configure the CVP peripheral gateway by setting Client Type to VRU across the Logical Controller, Peripheral, and Routing Client tabs 29. Check Enable Post-routing on the Routing Client tab, select the Network VRU on the Advanced tab, and leave Network Transfer Preferred unchecked 29.

Verify

Open the Advanced tab of the peripheral in PG Explorer and verify that the Network VRU is selected 29. If a peripheral gateway lacks a configured Network VRU, ICM fails to find the VRU label at Send to VRU 16.

Rollback

Suggested rollback: clear the Network VRU selection on the Advanced tab or delete the peripheral gateway configuration in PG Explorer.

Step 3 Enable expanded call context and define CVP ECC variables

Do

In ICM Configuration Manager, navigate to Tools > Miscellaneous Tools > System Information and check Enable expanded call context 10. Define the ECC variable user.microapp.media_server to store the root URL for media and grammar files (supporting HTTP and HTTPS schemes, up to 210 characters with 30 recommended) 11. If passing data to a VXML Server application, configure the ToExtVXML ECC array for semicolon-delimited name=value pairs or plan to use Peripheral Variables 1 through 10 13.

Verify

If ECC variables were created or modified while the Unified CVP ICM Service was running, restart the VRU PG during a maintenance window or non-production time so the changes take full effect 12.

Rollback

Suggested rollback: uncheck Enable expanded call context in System Information and restart the VRU PG during a maintenance window.

Step 4 Add the Call Server in the Operations Console

Do

In the Unified CVP Operations Console, navigate to Device Management > Unified CVP Call Server, click Add New, and configure the General, ICM, SIP, IVR, Device Pool, and Infrastructure tabs 2. On the ICM tab, set Maximum Length of DNIS to the digit length of the Network Routing Number 24. Leave VRU Connection Port at 5000 unless the VRU PIM in ICM Setup uses a different port, as the two port values must match 49. If the VRU leg connects using HTTPS, check Use Security for Media Fetches on the IVR Service tab 25. Click Save & Deploy 2.

Verify

Open the Call Server diagnostic page at https://<callserver>:8000/cvp/diag and verify that the SIP, ICM, and IVR states show In Service 5.

Rollback

Suggested rollback: restore the previous Maximum Length of DNIS setting and click Save & Deploy.

Step 5 Configure SIP routing from the Call Server

Through a SIP proxy (Cisco Unified SIP Proxy)

Do

In the Operations Console, go to Device Management > SIP Proxy Server, click Add New, and register the proxy using Device Type Cisco Unified SIP Proxy or Cisco Unified SIP Proxy and Cisco Unified Presence 30. On the Call Server SIP tab, set Enable Outbound Proxy to on, set Use DNS SRV type query to off, and set Outbound Proxy Host to the registered SIP Proxy Server 28. Configure the necessary static routes directly on the SIP proxy rather than on the Call Server 32. Leave Record-Route disabled on the SIP proxy 63. Restart the Call Server, as modifying Enable Outbound Proxy requires a restart 27.

Verify

Check that the SIP proxy contains a route matching the VRU label plus correlation ID, directed to the correct destination address and port, because a missing route causes Send to VRU failure 17.

Rollback

Suggested rollback: set Enable Outbound Proxy back to its default value of No on the Call Server SIP tab and restart the Call Server 27.

Directly, with CVP SIP Server Groups and local static routes

Do

Ensure the Call Server configuration is deployed first, as a SIP Server Group cannot be saved until assigned to at least one Call Server 42. In the Operations Console, navigate to System > SIP Server Groups, click Add New, and configure the General, Heartbeat Properties, and Call Server Deployment tabs 41. Name each group using an FQDN and specify a port, priority (primary is 1), and weight for each destination element 38. Enable Use Heartbeats to Endpoints (defaulting to 1 failed heartbeat, a 500 ms timeout, 5000 ms up and down intervals, method OPTIONS, and transport UDP) 39. Maintain a Heartbeat Local Listen Port (default 5067) that is distinct from the Call Server SIP Service listen port 40​45. Do not select TLS for heartbeats, as TLS is not supported for heartbeats 43. Click Save & Deploy to push all server groups to the associated Call Servers 42. Navigate to System > Dialed Number Pattern, click Add New, check Enable Local Static Route, set the destination to the server group name or hostname, and click Save and Deploy 8​7. Configure pattern-to-address routes following the standard form, such as 22291>,cvp-ringtone.cisco.com for ringtone, 22292>,cvp-error.cisco.com for error, and 1>,ccm-subscribers.cisco.com for agent extensions 46. Add a dialed number pattern and local static route for the Network VRU label, keeping all patterns to at most 24 characters with wildcards (>, *, or !) at the trailing end only and avoiding lowercase x 17​9.

Verify

Confirm that each configured server group appears in the Operations Console list, as server groups are not added automatically 44. If an endpoint goes down and takes 3 minutes to recover, verify that heartbeats are enabled, as endpoints remain marked unreachable for 3 minutes when heartbeats are off 48.

Rollback

Suggested rollback: uncheck Enable Local Static Route on the dialed number patterns and deploy the configuration again 7.

Step 6 Add the VXML Server

Do

In the Operations Console, navigate to Device Management > Unified CVP VXML Server and click Add New 56. Enter the server details and select its Primary Unified CVP Call Server; specifying a Backup Unified CVP Call Server is optional 56. When a VXML Server fails, new calls route to an alternate VXML Server, but calls already in progress require application-level scripting to recover 64. Click Save & Deploy 2.

Verify

Restart both the Unified CVP Call Server and the Unified CVP VXML Server, as changing the assigned primary or backup Call Server requires a restart of both servers 56.

Rollback

Suggested rollback: reassign the VXML Server to its previous primary Call Server and restart both the Call Server and the VXML Server 56.

Step 7 Prepare the ingress gateway for the switch leg

Through a SIP proxy (Cisco Unified SIP Proxy)

Do

Transfer the CVP Tcl scripts (bootstrap.tcl, handoff.tcl, cvperror.tcl, ringtone.tcl, and survivability.tcl) and their associated VXML and WAV files to the voice gateway using File Transfer > Scripts and Media in the Operations Console 65​18. Configure the gateway dial-peer session targets to point to the SIP proxy, or configure global target routing using the sip-server command 19. Configure one dial-peer for ringtone and one dial-peer for error on the gateway 20.

Verify

When the Call Server SIP Service fails, the proxy redirects new incoming calls to an alternate Call Server 66.

Rollback

Suggested rollback: restore the previous dial-peer session targets or revert the global sip-server setting on the gateway.

Directly, with CVP SIP Server Groups and local static routes

Do

Transfer the CVP Tcl scripts (bootstrap.tcl, handoff.tcl, cvperror.tcl, ringtone.tcl, and survivability.tcl) and their associated VXML and WAV files to the voice gateway using File Transfer > Scripts and Media in the Operations Console 65​18. Configure one dial-peer for ringtone and one dial-peer for error on the gateway 20.

Verify

Verify on the diagnostic page (https://<callserver>:8000/cvp/diag) that the Call Server SIP Service shows In Service, confirming it is ready to accept incoming SIP INVITEs from the gateway 67​5.

Rollback

Suggested rollback: remove the dial-peers configured toward the Call Server.

Step 8 Build the VRU leg

Cisco Virtualized Voice Browser (VVB)

Do

In the Operations Console, navigate to Device Management > Virtualized Voice Browser and add the Cisco VVB 68. In Cisco VVB administration, open Applications > Application Management and verify or create the comprehensive application pointing to CVPComprehensive.aef, leaving Secured at false and Sigdigit at 0 51. Note that Cisco VVB comes prepopulated with both the comprehensive (bootstrap) and ringtone applications 69. Verify that the ringtone (Ringtone.aef) and error (Error.aef) applications exist, and ensure Maximum Number of Sessions does not exceed the maximum port count supported by the Cisco VVB OVA profile 52​53. Under Subsystems > SIP Telephony > SIP Triggers, add a trigger pairing a Dial Number Pattern for the Network VRU label with the comprehensive application 54. Disregard any cluster, publisher, or subscriber references in the VVB interface, as Cisco VVB does not support clustering 70.

Verify

Verify that the SIP trigger pattern contains digits followed by an asterisk (*) or capital X wildcard, rather than a wildcard alone 54. If TLS(SIP) or SRTP settings were modified under System Parameters, restart the VVB engine and Tomcat before running test calls 55.

Rollback

Suggested rollback: delete the newly created SIP trigger under Subsystems > SIP Telephony > SIP Triggers.

An IOS VoiceXML gateway

Do

Transfer the CVP Tcl scripts and associated VXML and WAV files to the VoiceXML gateway 65. Configure a VoIP dial-peer (such as dial-peer voice 777 voip) configured with service bootstrap and an incoming called-number matching the SendToVRU label pattern 58.

Verify

Verify that the incoming called-number pattern accounts for any prepended significant digits and matches the arriving VRU label, and confirm that the dial-peer explicitly binds the bootstrap application 14.

Rollback

Suggested rollback: remove the bootstrap VoIP dial-peer from the VoiceXML gateway configuration.

Step 9 Build the dialed number, call type and routing script

Do

In ICM Configuration Manager, configure the dialed number, call type, and customer using the Dialed Number List, Call Type List, and ICM Instance Explorer tools 6. Define all VRU scripts in Configuration Manager before referencing them in routing scripts 50. In Script Editor, insert a Send To VRU node to route the call to the Network VRU, followed by a Run External Script node specifying the configured VRU script 34​33. If a Run External Script, Play, Menu, Collect Data, or Queue node executes prior to a Send To VRU node, Unified CCE assumes an implicit Send To VRU 22. Configure error handling by adding a test of the Call.VRUStatus variable on the failure branch of the Run External Script node 3.

Verify

Verify that the dialed number is mapped to a customer instance that possesses an associated Network VRU, as missing associations prevent ICM from finding a VRU label 16.

Rollback

Suggested rollback: reschedule the call type to execute its previous routing script.

Step 10 Place a test call and read the failure

Do

Dial the configured dialed number from an endpoint and listen for audio prompt playback initiated by the Run External Script node 33. A successful execution exits through the success branch of the Run External Script node 33.

Verify

If the script exits via the Send To VRU failure terminal, confirm whether the label exists or whether Unified CCE failed to receive confirmation 35. If the VRU label cannot be found, check the four documented failure points in sequence: customer instance assignment on the dialed number, Network VRU association on the customer, label configuration for the routing client, and Network VRU selection on the peripheral gateway 16. Confirm that the VRU label digit length matches the Maximum Length of DNIS setting on the Call Server 15. Verify that a static route or SIP proxy route exists for the VRU label plus correlation ID 17. If an error transfers the caller to an alternate destination rather than disconnecting, survivability.tcl on the ingress gateway is executing its programmed fallback behavior 71.

Rollback

Suggested rollback: no rollback action is required for a test call.

Applicability

Applies to: Cisco Unified Customer Voice Portal, Cisco Unified Contact Center Enterprise, Cisco Virtualized Voice Browser, Cisco Unified CVP VXML Server, and Cisco Unified Customer Voice Portal 12.5. Deployments: on-premises. Sources checked 2026-09-30. Unified CVP 12.5(1), 12.6(1), and 12.6(2) are Not Orderable, with an End-of-Support milestone of 31 December 2027 72. For Collaboration Flex Plan 12.5 and 12.6 on-premises contact center offers, end of software maintenance releases is 31 December 2026, and the last date of support is 31 December 2027 73​74. As of 2026-09-24, 15.0(1) is the latest Unified CVP release and is available for order 75.

What remains uncertain

Whether an IOS VoiceXML gateway is supported on Unified CVP 15.0(1) is not covered by the sources below. Whether the Operations Console presents an IVR service checkbox during Call Server configuration is not covered by the sources below.

See also

Guide for

  • Cisco Customer Voice Portal — Configuration guide for the Comprehensive call flow model. Reuses cisco-cvp vocabulary and cites its claims on the two call legs; the Type 10 Network VRU; server groups; gateway scripts and VVB.

Referenced by

Sources

  1. 1
    The CVP 12.6(1) Configuration Guide describes the Comprehensive VRU leg as treated by the VXML Gateway, where the 15.0(1) edition of the same sentence names Cisco VVB.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model, overview sentence describing the VRU leg · Checked 2026-09-30
  2. 2
    A Call Server is added in the Operations Console under Device Management > Unified CVP Call Server with Add New, its General, ICM, SIP, IVR, Device Pool and Infrastructure tabs are completed, and Save & Deploy applies the configuration while Save only stores it in the Operations Console.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration · Configure Call Server, procedure · Checked 2026-09-30
  3. 3
    Cisco advises designing routing scripts so that the failure branch of a Run External Script node tests the Call.VRUStatus variable.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Network VRUs · Network VRUs, 'Run External Script Node', error handling guidance · Checked 2026-09-30
  4. 4
    The Comprehensive procedure defines the Type 10 Network VRU as the Default Network VRU in the ICM Configuration Manager System Information tool.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified ICM Configuration · Configure ICM Settings for Comprehensive Call Flow Model for ICME and ICMH, step 'Define a default Network VRU' · Checked 2026-09-30
  5. 5
    Per a CVP 12.5 technote, the Call Server diagnostic page at https://<callserver>:8000/cvp/diag should show the SIP, ICM and IVR states as In Service.
    Configure and Troubleshoot CVP SIP Heartbeats · Verify section, diagnostic page · Checked 2026-09-30
  6. 6
    Dialed numbers, call types and customers for the Comprehensive model are configured in ICM Configuration Manager with the Dialed Number List tool, the Call Type List tool and the ICM Instance Explorer tool.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, step 'Configure dialed numbers, call types, and customers' · Checked 2026-09-30
  7. 7
    On a dialed number pattern, Enable Local Static Route is off by default; turning it on routes matching calls to a device, a SIP Server Group, or an entered IP address, hostname or server group name.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration · Dialed Number Pattern settings table, row 'Enable Local Static Route' · Checked 2026-09-30
  8. 8
    Dialed number patterns are added in the Operations Console under System > Dialed Number Pattern with Add New and Save, and Deploy pushes the pattern configuration to all Unified CVP Call Servers.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration · Dialed Number Pattern, 'Add and Deploy Dialed Number Pattern' procedure · Checked 2026-09-30
  9. 9
    A CVP dialed number pattern is at most 24 characters, uses a period or capital X as a single-digit wildcard, uses >, * or ! at the trailing end for zero or more digits, and cannot use lowercase x as a wildcard.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration · Dialed Number Pattern settings table, row 'Dialed Number Pattern', and notes · Checked 2026-09-30
  10. 10
    Expanded call context is switched on in ICM Configuration Manager under Tools > Miscellaneous Tools > System Information by checking Enable expanded call context.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified ICM Configuration · Define Unified CVP ECC Variables, first step · Checked 2026-09-30
  11. 11
    The ECC variable user.microapp.media_server holds the root URL for all media and grammar files, accepts HTTP and HTTPS schemes, and has a maximum length of 210 characters with 30 recommended.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified ICM Configuration · Define Unified CVP ECC Variables, ECC variable table, row user.microapp.media_server · Checked 2026-09-30
  12. 12
    If ECC variables are created or modified while the Unified CVP ICM Service is running, the VRU PG must be restarted, during non-production time or a maintenance window, for the change to take full effect.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified ICM Configuration · Define Unified CVP ECC Variables, note on creating or modifying ECC variables · Checked 2026-09-30
  13. 13
    To pass data to a VXML Server application, the ToExtVXML ECC array carries semicolon-delimited name=value pairs, and Peripheral Variables 1 to 10 pass values as-is.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model, note on passing information to the VXML Server (ToExtVXML0 - 4, Peripheral Variables 1 - 10) · Checked 2026-09-30
  14. 14
    The same technote says a VXML gateway fails to start the VRU leg when no incoming dial-peer pattern matches the VRU DNIS or the matching dial-peer has no bootstrap application, and warns that prepended significant digits can break the match.
    CVP "Send to VRU" and "Run Ext Script" Failures · Problem 'VXML gateway fails to invoke the TCL script', causes and checks · Checked 2026-09-30
  15. 15
    The same technote says the VRU label length must match the Maximum Length of DNIS configured on CVP.
    CVP "Send to VRU" and "Run Ext Script" Failures · Problem 'ICM fails to find VRU label', recommended checks · Checked 2026-09-30
  16. 16
    A Cisco technote lists four reasons ICM fails to find the VRU label at Send to VRU: the dialed number has no customer instance, the customer has no associated Network VRU, the Network VRU has no label for the routing client, or the peripheral gateway has no Network VRU configured.
    CVP "Send to VRU" and "Run Ext Script" Failures · Problem 'ICM fails to find VRU label', causes and checks · Checked 2026-09-30
  17. 17
    The same technote says Send to VRU fails when CVP has no static route or proxy route for the VRU label plus correlation ID, and advises checking that a route exists and that its destination address and port are right.
    CVP "Send to VRU" and "Run Ext Script" Failures · Problem 'CVP cannot route the VRU label', causes and checks · Checked 2026-09-30
  18. 18
    Gateway scripts and media are pushed from the Operations Console by selecting File Transfer in the toolbar and then Scripts and Media.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration · Transfer Script and Media File to Gateway, procedure · Checked 2026-09-30
  19. 19
    When a SIP proxy is used, the ingress gateway's session targets point to the proxy server, or the sip-server global configuration is used instead.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, step on the optional Proxy Server and gateway session targets · Checked 2026-09-30
  20. 20
    The Comprehensive procedure requires a dial-peer for ringtone and a dial-peer for error on the gateway.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, gateway step 'Configure a dial-peer for ringtone and error' · Checked 2026-09-30
  21. 21
    The gateway chapter's example outbound VoIP dial-peer toward the Unified CVP Call Server uses session protocol sipv2, an ipv4 session target, a voice-class codec, dtmf-relay rtp-nte and no vad.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration · Configure Gateway Settings for Comprehensive Call Flow Model, example gateway settings, VoIP dial-peer · Checked 2026-09-30
  22. 22
    If a Run External Script, Play, Menu, Collect Data or Queue node runs before any Send To VRU node, Unified CCE assumes an implicit Send To VRU.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Network VRUs · Network VRUs, 'Send to VRU Node', implicit Send To VRU note · Checked 2026-09-30
  23. 23
    The Call Server ICM Service setting Maximum Length of DNIS defaults to 10.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration · ICM Service settings table, row 'Maximum Length of DNIS' · Checked 2026-09-30
  24. 24
    On the Call Server ICM Service tab, Maximum Length of DNIS is set to the length of the Network Routing Number; the guide's example is 10 for the gateway dial pattern 1800******.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, step 'Install and configure the Call Server(s)', ICM Service · Checked 2026-09-30
  25. 25
    Checking Use Security for Media Fetches on the Call Server IVR Service tab permits HTTPS communication between Unified CVP and Cisco VVB.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, step on 'Use Security for Media Fetches' · Checked 2026-09-30
  26. 26
    For the Comprehensive model the Network VRU is defined in the ICM Configuration Manager Network VRU Explorer tool as Type 10, with one label per Unified CVP Call Server; each label is the Network Routing Number, of type Normal, assigned to that Call Server's routing client.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified ICM Configuration · Configure ICM Settings for Comprehensive Call Flow Model for ICME and ICMH, step 'Define Network VRUs' · Checked 2026-09-30
  27. 27
    Changing Enable Outbound Proxy on the Call Server SIP tab requires a restart; its default is No.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration · SIP Service settings table, row 'Enable Outbound Proxy' · Checked 2026-09-30
  28. 28
    To use a single SIP proxy, the Call Server SIP Service is set with Enable Outbound Proxy on, Use DNS SRV type query off, and Outbound Proxy Host naming the configured SIP Proxy Server.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - SIP Proxy Server Configuration · SIP Proxy Server Configuration, section on Call Server SIP Service settings for a single SIP Proxy Server · Checked 2026-09-30
  29. 29
    The CVP peripheral gateway is configured in PG Explorer with Client Type VRU on the Logical Controller, Peripheral and Routing Client tabs, Enable Post-routing checked, the Network VRU selected on the Advanced tab, and Network Transfer Preferred left unchecked.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified ICM Configuration · Configure ICM Settings for Comprehensive Call Flow Model for ICME and ICMH, step 'Configure the Peripheral Gateways' (PG Explorer tool) · Checked 2026-09-30
  30. 30
    A SIP proxy is registered in the Operations Console under Device Management > SIP Proxy Server, with a Device Type of either Cisco Unified SIP Proxy or Cisco Unified SIP Proxy and Cisco Unified Presence.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - SIP Proxy Server Configuration · Configure SIP Proxy Server, procedure and General settings table, row 'Device Type' · Checked 2026-09-30
  31. 31
    The UCCE 15.0(1) Solution Design Guide says the Comprehensive call flow is the only CVP call flow that can be used in a Reference Design.
    Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Non-Reference Designs · Non-Reference Designs, Non-Reference Call Flows · Checked 2026-09-30
  32. 32
    With a SIP proxy the static routes are configured on the proxy server; without one, Local Static Routes are configured on the Call Server through the Dialed Number Pattern system configuration.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, step 'Install and configure the Call Server(s)', SIP Service · Checked 2026-09-30
  33. 33
    The Run External Script node instructs a Network VRU to run a specific script; control leaves through the success branch if the script runs successfully and through the failure branch if it does not.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Network VRUs · Network VRUs, 'Run External Script Node' · Checked 2026-09-30
  34. 34
    The Comprehensive procedure has the routing script, built in ICM Script Editor, use the SendToVRU node to connect the call to the Network VRU.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, step 'Create a routing script that handles the incoming call' · Checked 2026-09-30
  35. 35
    The Send to VRU node sends a call to a VRU for further processing, and exits through its failure terminal if the label does not exist or if Unified CCE receives no confirmation.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Network VRUs · Network VRUs, 'Send to VRU Node' · Checked 2026-09-30
  36. 36
    The Comprehensive procedure in the CVP 15.0(1) Configuration Guide tells the reader to check the ICM and SIP service checkboxes on the Call Server and then to configure the IVR Service tab.disputed
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, step 'Install and configure the Call Server(s)' · Checked 2026-09-30
  37. 37
    The call flow model table in the CVP 15.0(1) Configuration Guide lists ICM, IVR and SIP as the Call Server services required for the Comprehensive model.disputed
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Unified CVP Call Flow Models, call flow model summary table, Comprehensive row, required Call Server services · Checked 2026-09-30
  38. 38
    A Server Group is one or more destination addresses identified by a Server Group domain name (FQDN); each element carries a port, a priority where the primary is 1, and a weight that governs how requests are spread.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration · SIP Server Groups, General settings table, rows Port, Priority, Weight · Checked 2026-09-30
  39. 39
    SIP Server Group heartbeats are disabled by default; once Use Heartbeats to Endpoints is enabled the defaults are 1 failed heartbeat for unreachable status (range 1 to 5), a 500 ms heartbeat timeout (100 to 3000), 5000 ms up and down endpoint intervals, SIP method OPTIONS and transport UDP.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration · SIP Server Groups, Heartbeat Properties settings table · Checked 2026-09-30
  40. 40
    The SIP Server Group Heartbeat Local Listen Port defaults to 5067.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration · SIP Server Groups, Heartbeat Properties settings table, row 'Heartbeat Local Listen Port' · Checked 2026-09-30
  41. 41
    A SIP Server Group is created in the Operations Console under System > SIP Server Groups with Add New, using the General, Heartbeat Properties and Call Server Deployment tabs, and applied with Save & Deploy.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration · SIP Server Groups, 'Add SIP Server Groups' procedure · Checked 2026-09-30
  42. 42
    A SIP Server Group configuration cannot be saved until it is assigned to at least one Call Server, so a Call Server must be added and deployed first; all server groups are applied to the associated Call Servers together and a single group cannot be deployed on its own.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Configure High Availability for Unified CVP · Server Groups, configuration notes on Call Server association · Checked 2026-09-30
  43. 43
    TLS is not a supported transport for SIP Server Group heartbeats; the transport choices are UDP and TCP.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration · SIP Server Groups, Heartbeat Properties settings table, note under 'Heartbeat Transport Type' · Checked 2026-09-30
  44. 44
    Server Groups are not added to a CVP configuration automatically; they must be configured explicitly.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Configure High Availability for Unified CVP · Server Groups, configuration notes · Checked 2026-09-30
  45. 45
    The listen port for the Call Server SIP Service and the listen port for SIP Server Group heartbeats must differ, because they are separate processes and cannot share a port.
    Configure and Troubleshoot CVP SIP Heartbeats · Configure section, note on listen ports · Checked 2026-09-30
  46. 46
    A local static route pairs a dialed number pattern with a routing address that is an IP address, a hostname or a SIP Server Group name; the guide's examples are 22291>,cvp-ringtone.cisco.com, 22292>,cvp-error.cisco.com and 1>,ccm-subscribers.cisco.com.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model for ICME and ICMH, task list, step 'Install and configure the Call Server(s)', local static route examples · Checked 2026-09-30
  47. 47
    The UCCE 15.0(1) Scripting and Media Routing Guide describes the Type 10 Network VRU's automatic two-step transfer as going to a VXML Gateway or to Cisco Virtualized Voice Browser.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Network VRUs · Network VRUs, Network VRU types, Type 10 · Checked 2026-09-30
  48. 48
    Per a CVP 12.5 technote, when heartbeats are not enabled an unreachable endpoint stays in the Call Server's unreachable destination table for 3 minutes before it is tried again.
    Configure and Troubleshoot CVP SIP Heartbeats · Troubleshoot section, UnreachableDestinationTable discussion · Checked 2026-09-30
  49. 49
    The Call Server ICM Service VRU Connection Port defaults to 5000, is the port on which the ICM Service listens for a TCP connection from the ICM PIM, must match the port defined in ICM Setup for the VRU PIM, and needs a restart when changed.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration · ICM Service settings table, row 'VRU Connection Port' · Checked 2026-09-30
  50. 50
    VRU scripts must be defined in the Unified CCE Configuration Manager before routing scripts can call them with Run External Script.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Network VRUs · Network VRUs, section on configuring Network VRU scripts · Checked 2026-09-30
  51. 51
    On Cisco VVB the comprehensive application is created under Applications > Application Management with the script CVPComprehensive.aef; its Secured parameter (HTTPS for VXML fetches) defaults to false and its Sigdigit parameter (number of digits to strip) defaults to 0.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration · Cisco VVB Configuration, application configuration procedure, Comprehensive application · Checked 2026-09-30
  52. 52
    A VVB application's Maximum Number of Sessions is prepopulated from the OVA profile and must not exceed the maximum number of ports supported for that Cisco VVB profile.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration · Cisco VVB Configuration, application configuration procedure, 'Maximum Number of Sessions' and its note · Checked 2026-09-30
  53. 53
    Cisco VVB runs the ringtone application from the script Ringtone.aef and the error-tone application from the script Error.aef, each created the same way as the comprehensive application.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration · Cisco VVB Configuration, application configuration procedure, Ringtone and Error applications · Checked 2026-09-30
  54. 54
    A VVB application is reached through a SIP trigger added under Subsystems > SIP Telephony > SIP Triggers, which pairs a unique Dial Number Pattern with an Application Name; the pattern accepts digits with * or capital X as wildcards and cannot consist of a wildcard alone.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration · Cisco VVB Configuration, 'Add SIP Trigger' procedure and field table · Checked 2026-09-30
  55. 55
    Changing TLS(SIP) or SRTP under VVB System Parameters requires restarting the VVB engine and Tomcat.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration · Cisco VVB Configuration, System Parameters, note on TLS(SIP) and SRTP · Checked 2026-09-30
  56. 56
    A VXML Server is added in the Operations Console under Device Management > Unified CVP VXML Server; Primary Unified CVP Call Server is required, Backup Unified CVP Call Server is optional, and changing them requires restarting the Call Server and the VXML Server.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - VXML Server Configuration · Configure VXML Server, General settings table, rows 'Primary Unified CVP Call Server' and 'Backup Unified CVP Call Server' · Checked 2026-09-30
  57. 57
    Cisco's 15.0(1) documents do not settle whether an IOS VXML Gateway is a supported VRU-leg platform for the Comprehensive model on 15.0(1): the CVP configuration guide names only Cisco VVB for the VRU leg, while its gateway chapter and the UCCE scripting guide still describe a VoiceXML gateway.inferred
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration · Whole chapter: section list includes 'Configure Gateway Settings for VRU-Only Call Flow Model: Type 8' and Type 7 with VoiceXML Gateway file transfer, and no support statement · Checked 2026-09-30
  58. 58
    The CVP 15.0(1) gateway chapter's example for the ICM VRU label on a VoiceXML gateway is a VoIP dial-peer (numbered 777 in the example) carrying 'service bootstrap' and an 'incoming called-number' that matches the SendToVRU label pattern; the Comprehensive procedure cross-references this example.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration · Configure Gateway Settings for VRU-Only Call Flow Model: Type 8, 'Example of Dial-peer for ICM VRU Label' · Checked 2026-09-30
  59. 59
    The Comprehensive call flow model is used where Unified CVP acts as a switch, or is deployed at the Network Application Manager (NAM) to act as a switch.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model section, opening paragraph · Checked 2026-09-24
  60. 60
    In the Comprehensive model a call has a switch leg, where the gateway provides TDM-to-VoIP conversion and call switching, and a VRU leg, where Cisco VVB provides VRU voice treatment.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model section, switch leg and VRU leg descriptions · Checked 2026-09-24
  61. 61
    The Comprehensive call flow model uses a single Type 10 Network VRU that serves both the switch leg and the VRU leg.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models · Comprehensive Call Flow Model section, Network VRU statement · Checked 2026-09-24
  62. 62
    The ingress gateway is where an incoming call enters the Unified CVP solution; it terminates TDM lines on one side and implements VoIP on the other.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration · Gateway Configuration chapter, Ingress Gateway introduction · Checked 2026-09-24
  63. 63
    Cisco advises against enabling Record-Route on the SIP proxy server in a CVP deployment because it makes the proxy a single point of failure.
    Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design · High Availability and Network Design chapter, SIP Proxy Servers with CVP · Checked 2026-09-24
  64. 64
    When a CVP VXML Server fails, new calls go transparently to an alternate VXML Server, but recovering calls already in progress requires scripting techniques in the application.
    Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design · High Availability and Network Design chapter, CVP VXML Server · Checked 2026-09-24
  65. 65
    CVP ingress gateway setup involves copying bootstrap.tcl, handoff.tcl, cvperror.tcl, ringtone.tcl and survivability.tcl, plus related VXML and WAV files, to the gateway.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration · Gateway Configuration chapter, transfer script files procedure · Checked 2026-09-24
  66. 66
    When a CVP Call Server's SIP Service fails, the contact center SIP proxy sends new incoming calls to an alternate Unified CVP Call Server.
    Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design · High Availability and Network Design chapter, CVP Call Server > Unified CVP SIP Service · Checked 2026-09-24
  67. 67
    The Call Server's SIP service accepts SIP INVITEs from ingress voice gateways and typically directs those calls to an available voice browser port.
    Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview · Contact Center Enterprise Solutions Overview chapter, Unified CVP Call Server description · Checked 2026-09-24
  68. 68
    A VVB is added to CVP in the CVP Operations Console under Device Management > Virtualized Voice Browser.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration · Cisco VVB Configuration chapter, add VVB procedure · Checked 2026-09-24
  69. 69
    Cisco VVB comes prepopulated with the comprehensive application (also called bootstrap) and the ringtone application.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration · Cisco VVB Configuration chapter · Checked 2026-09-24
  70. 70
    Cisco VVB does not support clustering; cluster, publisher and subscriber messages in the VVB admin UI or CLI can be ignored.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration · Cisco VVB Configuration chapter, Note · Checked 2026-09-24
  71. 71
    The survivability.tcl script on the ingress gateway transfers the caller to an alternate location, instead of disconnecting them, when a critical CVP application error or WAN failure occurs.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Transfer and Queue Calls with Unified CVP · Transfer and Queue Calls with Unified CVP chapter, Call Survivability section · Checked 2026-09-24
  72. 72
    Unified CVP 12.5(1), 12.6(1) and 12.6(2) are Not Orderable, with End-of-Support on 31 December 2027.
    Cisco Unified Customer Voice Portal - Support · Release list rows for 12.6(2), 12.6(1), 12.5(1) · Checked 2026-09-24
  73. 73
    For the Collaboration Flex Plan 12.5/12.6 on-premises contact center offers (including CVP), end of sale was 31 December 2025, last ship 31 March 2026, and end of software maintenance releases is 31 December 2026.
    End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses · Table 1 End-of-Life Milestones · Checked 2026-09-24
  74. 74
    The 12.5/12.6 on-premises contact center EoL bulletin sets the last date of support, and the end of service contract renewal, at 31 December 2027.
    End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses · Table 1 End-of-Life Milestones, Last Date of Support row · Checked 2026-09-24
  75. 75
    As of 2026-09-24, Cisco's CVP support page lists 15.0(1), released 30 April 2025, as the latest Unified CVP release, and the series is Available for order.
    Cisco Unified Customer Voice Portal - Support · Product Information / Latest release block · Checked 2026-09-24

Documents

tier 2 current vendor documentation

Cisco Unified Customer Voice Portal - Support

Cisco Systems · 2025-04-30 · accessed 2026-09-24

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6(1) - Unified CVP Call Flow Models

Cisco Systems · 2024-06-11 · accessed 2026-09-30

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration

Cisco Systems · 2025-12-12 · accessed 2026-09-24

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration

Cisco Systems · 2025-12-12 · accessed 2026-09-24

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Configure High Availability for Unified CVP

Cisco Systems · 2025-12-12 · accessed 2026-09-30

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration

Cisco Systems · 2025-12-12 · accessed 2026-09-24

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - SIP Proxy Server Configuration

Cisco Systems · 2025-12-12 · accessed 2026-09-30

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - System Configuration

Cisco Systems · 2025-12-12 · accessed 2026-09-30

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Transfer and Queue Calls with Unified CVP

Cisco Systems · 2025-12-12 · accessed 2026-09-24

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models

Cisco Systems · 2025-12-12 · accessed 2026-09-24

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified ICM Configuration

Cisco Systems · 2025-12-12 · accessed 2026-09-30

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - VXML Server Configuration

Cisco Systems · 2025-12-12 · accessed 2026-09-30

tier 2 current vendor documentation

Configure and Troubleshoot CVP SIP Heartbeats

Cisco Systems · 2022-08-31 · accessed 2026-09-30

tier 2 current vendor documentation

CVP "Send to VRU" and "Run Ext Script" Failures

Cisco Systems · 2013-09-23 · accessed 2026-09-30

tier 2 current vendor documentation

End-of-Sale and End-of-Life Announcement for the Cisco Version 12.5/12.6 of On-Premises Contact Center applications (UCCE, PCCE, UCCX, CVP) and associated On-Premises software and licenses

Cisco Systems · 2025-06-30 · accessed 2026-09-22

tier 2 current vendor documentation

Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Network VRUs

Cisco Systems · 2025-04-30 · accessed 2026-09-30

tier 2 current vendor documentation

Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview

Cisco Systems · 2025-03-15 · accessed 2026-09-24

tier 2 current vendor documentation

Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design

Cisco Systems · 2025-03-15 · accessed 2026-09-24

tier 2 current vendor documentation

Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Non-Reference Designs

Cisco Systems · 2025-03-15 · accessed 2026-09-30

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up a CVP comprehensive call flow in UCCE. WarmTransfer. https://warmtransfer.net/guides/cvp-comprehensive-call-flow-setup

BibTeX

@misc{warmtransfer-cvp-comprehensive-call-flow-setup,
  title  = {Setting up a CVP comprehensive call flow in UCCE},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/cvp-comprehensive-call-flow-setup},
  note   = {Verified 2026-09-30}
}