# Cisco Customer Voice Portal

Canonical: https://warmtransfer.net/knowledge/cisco-cvp

Last verified: 2026-09-24

Cisco Unified Customer Voice Portal (Unified CVP) provides prompting, collecting, queuing, and call control services, integrating tightly with Unified Contact Center Enterprise (Unified CCE) for application control[^36]. Cisco's documentation states that 15.0(1) is the final CCE version to support IP IVR and names Unified CVP as the replacement[^24].

## Architecture and Components

An incoming call enters the Unified CVP architecture at an ingress gateway, which terminates TDM lines on one side and implements VoIP on the other[^22]. Supported ingress gateways include Cisco TDM voice gateways and Cisco Unified Border Element (CUBE), with virtual CUBE supported on VMware ESXi[^23]. Setup of the ingress gateway involves copying `bootstrap.tcl`, `handoff.tcl`, `cvperror.tcl`, `ringtone.tcl`, and `survivability.tcl`, alongside related VoiceXML and WAV files, to the gateway[^20].

The Unified CVP Call Server uses SIP (RFC 3261) as its primary call control protocol[^40]. Its SIP service accepts incoming SIP INVITEs from ingress voice gateways and typically directs those calls to an available voice browser port[^42]. Outbound SRV domain names or server groups can be resolved locally from a configuration file instead of querying DNS[^28]. The Call Server also includes an ICM Service that allows it to communicate with the Unified ICM server[^21].

In Unified CCE and Packaged CCE 15.0(1), Cisco Virtualized Voice Browser (VVB) is the platform that interprets VXML documents[^55]. Cisco VVB does not support clustering, meaning cluster, publisher, and subscriber messages in its administration UI or CLI can be ignored[^56]. Cisco VVB comes prepopulated with the comprehensive (bootstrap) application and the ringtone application[^58]. Administrators add a VVB to CVP via the CVP Operations Console under Device Management > Virtualized Voice Browser[^53]. In CCE 15.0(1) reference designs, VVB virtual machines appear only for completeness and may be placed anywhere that meets operational needs[^57].

Browser-based administration and configuration across all Unified CVP product components is provided by the Unified CVP Operations Console Server[^30]. Packaged CCE operates as a predesigned, bounded deployment model of Unified CCE, providing simpler ordering, rollout, and the browser-based Unified CCE Administration interface[^31].

The CVP 15.0(1) Configuration Guide contains dedicated chapters for CCAI Services Configuration, Java Runtime Environment Minor Update, Tomcat Update, FIPS Update, and Unified CM SME Configuration[^5].

## VoiceXML and Application Development

Cisco's documentation states that VoiceXML is based on W3C XML and was established as a standard in 1999 by the VoiceXML Forum[^52]. In the CVP VoiceXML interaction model, the voice browser interprets VoiceXML for the caller, while the application server—Unified CVP VXML Server—generates VoiceXML dynamically or returns a static VoiceXML document[^51]. Unified CVP VXML Server is a J2EE- and J2SE-compliant run-time engine for voice applications[^60].

Unified CVP Call Studio serves as the development platform and service creation environment (script editor) for creating VXML Server voice applications[^10][^11]. It is built on the Eclipse framework, though no knowledge of Eclipse is required to operate it[^10].

Call Studio voice applications use various modular elements:
* **Configurable elements**: Prebuilt, reusable components with configurable settings, contrasted with standard action and decision elements built as one-offs for application-specific logic[^15].
* **Say It Smart plugins**: Prebuilt Java classes that deploy into Builder for Call Studio to provide custom formatted audio playback types[^38].
* **Loggers**: Components referenced by a VXML Server application in any quantity to listen for logging events raised during execution[^7].

## Call Flow Models

The Unified CVP 15.0(1) Configuration Guide defines 5 call flow models: Standalone, Comprehensive, Comprehensive for pre-routed calls, Call Director, and VRU-Only with NIC routing[^16].

| Call Flow Model | Architecture Requirements | Operational Behavior |
| --- | --- | --- |
| Comprehensive | Uses a single Type 10 Network VRU serving both legs[^14] | Used where CVP acts as a switch or is deployed at the Network Application Manager (NAM) to act as a switch[^12]. Involves a switch leg (gateway handles TDM-to-VoIP and switching) and a VRU leg (Cisco VVB handles VRU voice treatment)[^13]. |
| Standalone (VXML Server) | Requires only VXML Server, Call Studio, and a gateway; requires Call Server and Reporting Server if reporting is used[^44] | Can look up routing data in Unified ICME by using the ReqICMLabel decision element in Call Studio[^45]. |
| Call Director | Requires the customer to provide their own Service Control VRU if Unified ICME queues calls[^9] | CVP provides VoIP call routing only; VRU scripts and transfer to a VRU leg are not available[^8]. |

## High Availability and Fault Tolerance

In CVP deployments, contact center SIP proxies deliver weighted load balancing, redundancy, and centralized dial-plan management[^41]. Cisco advises against enabling Record-Route on the SIP proxy server because doing so turns the proxy into a single point of failure[^29]. Dynamic routing using CVP Server Groups speeds up call-control failover by eliminating delays when a destination is down[^39].

Component failure modes trigger distinct recovery paths:
* **Call Server SIP Service**: If the SIP Service fails after a transfer, the existing call usually continues, but it cannot be transferred again[^43]. The SIP proxy directs new calls to an alternate CVP Call Server[^33].
* **Cisco VVB**: Default ingress gateway survivability features route calls in progress to an alternate location, and new incoming calls are sent to an alternate VVB[^54].
* **VXML Server**: New calls fail over transparently to an alternate VXML Server, but recovering in-flight calls requires specific scripting techniques in the voice application[^59].
* **Reporting Server**: Outages on a CVP Reporting Server do not impact call survivability[^34].

### Ingress Gateway Survivability

The `survivability.tcl` script on the ingress gateway transfers callers to an alternate location instead of dropping them during critical CVP application failures or WAN outages[^49]. The script matches current time against `open-hours-agent` and `after-hours-agent` parameters to choose recovery destinations, cycling through them sequentially until an agent answers[^46]. If no destination responds, `survivability.tcl` plays a "call-back-later" message and terminates the call[^47].

Key parameters for `survivability.tcl` include:
* `setup-timeout`: The maximum time in seconds to wait when establishing a TCP connection to CVP before abandoning the attempt[^50].
* `disableDnisStrip`: Controls leading zero removal; by default the script strips leading zeros from the dialed number, and setting this parameter to 1 disables that behavior[^48].

### Router Requery

In CVP 12.6(1), Router Requery on no-answer is triggered and controlled by Unified CVP acting as the switching fabric, rather than by Unified ICME[^37]. To function properly, the CVP RNATimeout value must be configured to be at least 2 seconds shorter than the Re-route On No Answer timeout configured in Unified CCE Agent Desk Settings[^35].

## See also

* [Cisco ucce](https://warmtransfer.net/knowledge/cisco-ucce)
* [Cisco pcce](https://warmtransfer.net/knowledge/cisco-pcce)
* [Cisco vvb](https://warmtransfer.net/knowledge/cisco-vvb)
* [Cisco cube](https://warmtransfer.net/knowledge/cisco-cube)

## Applicability

Applies to: Cisco Unified Customer Voice Portal, Cisco Unified CVP Call Studio, Cisco Unified CVP VXML Server, Cisco Virtualized Voice Browser, Cisco Packaged Contact Center Enterprise, Cisco Contact Center Enterprise solutions, and Cisco Unified Customer Voice Portal 12.5. Deployments: on-premises. Sources checked 2026-09-24. Unified CVP release 15.0(1) was released on 30 April 2025, is listed as the latest release as of 2026-09-24, and remains available for order[^27]. CVP 15.0(1) provides no standalone release notes, pointing instead to combined documentation covering system requirements, features, and caveats across UCCE, PCCE, and related components[^6].

Unified CVP releases 12.5(1), 12.6(1), and 12.6(2) are not orderable and reach End-of-Support on 31 December 2027[^1]. Under Collaboration Flex Plan on-premises contact center offers, versions 12.5 and 12.6 reached end of sale on 31 December 2025, last ship on 31 March 2026, end of software maintenance on 31 December 2026, and final support alongside contract renewal closure on 31 December 2027[^2][^3]. Cisco encourages customers on 12.5 and 12.6 to migrate to version 15 or higher[^4].

Field Notice FN74382 identifies that Unified CVP and Cisco VVB versions 12.5(1), 12.6(1), 12.6(2), and 15.0(1) are affected by public Certificate Authorities dropping the Client Authentication EKU from TLS certificates, disrupting mutual-TLS communication[^17]. FN74382 attributes this impact to the Chrome Root Program policy change taking effect in March 2027, which phases out multi-purpose public roots in favor of TLS-server-only trust hierarchies[^19].

## What remains uncertain

Whether CVP 15.0(1)SU2 has shipped and what fixes it includes is not covered by the sources below.

CVP CCAI Services configuration details and Webex AI Agent or VAV integration are not covered by the sources below.

Methods and tooling for migrating CVP call flows and Call Studio applications to Webex Contact Center are not covered by the sources below.

Call Server and VXML Server capacity and sizing figures for release 15.0 are not covered by the sources below.

The support status of IOS VoiceXML gateways versus Cisco VVB in CVP 15.0 is not covered by the sources below.

Workaround options under FN74382 for managing CVP and VVB certificates are not covered by the sources below.

CVP 15.0 Smart Licensing properties and licensing models are not covered by the sources below.

The specific contact center SIP proxies supported for CVP 15.0, including CUSP lifecycle status compared to Unified CM SME, are not covered by the sources below.

## Sources

[^1]: Unified CVP 12.5(1), 12.6(1) and 12.6(2) are Not Orderable, with End-of-Support on 31 December 2027. Source: [Cisco Unified Customer Voice Portal - Support](https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/series.html), Release list rows for 12.6(2), 12.6(1), 12.5(1). Checked 2026-09-24.
[^2]: 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. Source: [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](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/12-5-12-6-ucce-pcce-uccx-cvp-eol.html), Table 1 End-of-Life Milestones. Checked 2026-09-24.
[^3]: 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. Source: [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](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/12-5-12-6-ucce-pcce-uccx-cvp-eol.html), Table 1 End-of-Life Milestones, Last Date of Support row. Checked 2026-09-24.
[^4]: Cisco's 12.5/12.6 EoL bulletin encourages customers to move to version 15 or higher. Source: [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](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/12-5-12-6-ucce-pcce-uccx-cvp-eol.html), Product Migration Options section. Checked 2026-09-24.
[^5]: The CVP 15.0(1) Configuration Guide has dedicated chapters for CCAI Services Configuration, Java Runtime Environment Minor Update, Tomcat Update, FIPS Update and Unified CM SME Configuration. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1)](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release.html), Table of contents. Checked 2026-09-24.
[^6]: CVP 15.0(1) has no standalone release notes; the CVP documentation guide points to combined documentation covering system requirements, new features and caveats for UCCE, PCCE and related components, including Unified CVP. Source: [Cisco Unified Customer Voice Portal Documentation Guide, Release 15.0(1)](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/documentation/guide/ccvp_b_1501-cisco-unified-customer-voice-portal-documentation-guide.html), Plan section, release notes entry. Checked 2026-09-24.
[^7]: A VXML Server application can reference any number of loggers, each listening for logging events raised by the application. Source: [User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) - Cisco Unified CVP VoiceXML Components](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/user/guide/ccvp_b_1501_user-guide-for-unified-cvp-vxml-server-and-unified-cvp-call-studio-release/cisco_unified_cvp_voicexml_components.html), Cisco Unified CVP VoiceXML Components chapter, Loggers section. Checked 2026-09-24.
[^8]: In the Call Director call flow model, VRU scripts and transfer to a VRU leg are not available; CVP provides VoIP call routing only. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/unified_cvp_call_flow_models.html), Call Director Call Flow Model section. Checked 2026-09-24.
[^9]: If Unified ICME queues calls in a Call Director deployment, the customer must provide their own Service Control VRU. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/unified_cvp_call_flow_models.html), Call Director Call Flow Model section. Checked 2026-09-24.
[^10]: Unified CVP Call Studio is the development platform for creating voice applications and is built on the Eclipse framework, though no Eclipse knowledge is needed to use it. Source: [User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) - VoiceXML Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/user/guide/ccvp_b_1501_user-guide-for-unified-cvp-vxml-server-and-unified-cvp-call-studio-release/introduction.html), VoiceXML Overview chapter, Call Studio section. Checked 2026-09-24.
[^11]: Call Studio is the service creation environment (script editor) for Unified CVP VXML Server applications. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_contact-center-enterprise-solutions-overview_15_0.html), Contact Center Enterprise Solutions Overview chapter, Call Studio description. Checked 2026-09-24.
[^12]: 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. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/unified_cvp_call_flow_models.html), Comprehensive Call Flow Model section, opening paragraph. Checked 2026-09-24.
[^13]: 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. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/unified_cvp_call_flow_models.html), Comprehensive Call Flow Model section, switch leg and VRU leg descriptions. Checked 2026-09-24.
[^14]: The Comprehensive call flow model uses a single Type 10 Network VRU that serves both the switch leg and the VRU leg. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/unified_cvp_call_flow_models.html), Comprehensive Call Flow Model section, Network VRU statement. Checked 2026-09-24.
[^15]: Call Studio configurable elements are prebuilt, reusable components with configurable settings, whereas standard action and decision elements are built as one-offs for an application-specific purpose. Source: [User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) - Cisco Unified CVP VoiceXML Components](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/user/guide/ccvp_b_1501_user-guide-for-unified-cvp-vxml-server-and-unified-cvp-call-studio-release/cisco_unified_cvp_voicexml_components.html), Cisco Unified CVP VoiceXML Components chapter, Configurable Elements and Standard Action/Decision Elements sections. Checked 2026-09-24.
[^16]: The Unified CVP 15.0(1) Configuration Guide describes five call flow models: Standalone, Comprehensive, Comprehensive for pre-routed calls, Call Director, and VRU-Only with NIC routing. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/unified_cvp_call_flow_models.html), Unified CVP Call Flow Models chapter, model section headings. Checked 2026-09-24.
[^17]: Field Notice FN74382 lists Unified CVP and Virtualized Voice Browser 12.5(1), 12.6(1), 12.6(2) and 15.0(1) as affected by public CAs dropping the Client Authentication EKU from TLS certificates, which breaks mutual-TLS connections. Source: [Field Notice: FN74382 - Cisco Unified Contact Center Products: Impact on Secure Communication Due to Upcoming Changes to TLS certificates Issued by Public Certificate Authorities with Client Authentication EKU, Starting March 2027 - Workaround Provided](https://www.cisco.com/c/en/us/support/docs/field-notices/743/fn74382.html), Products Affected table; Problem Description. Checked 2026-09-24.
[^18]: As of its 13 May 2026 revision, FN74382 names 15.0(1)SU2, projected for Q4 2026, as the fixed release that separates client and server certificates. Source: [Field Notice: FN74382 - Cisco Unified Contact Center Products: Impact on Secure Communication Due to Upcoming Changes to TLS certificates Issued by Public Certificate Authorities with Client Authentication EKU, Starting March 2027 - Workaround Provided](https://www.cisco.com/c/en/us/support/docs/field-notices/743/fn74382.html), Workaround/Solution section, fixed release statement. Checked 2026-09-24.
[^19]: FN74382 ties the impact to the Chrome Root Program policy change that takes effect in March 2027 and phases out multi-purpose public roots in favour of TLS-server-only hierarchies. Source: [Field Notice: FN74382 - Cisco Unified Contact Center Products: Impact on Secure Communication Due to Upcoming Changes to TLS certificates Issued by Public Certificate Authorities with Client Authentication EKU, Starting March 2027 - Workaround Provided](https://www.cisco.com/c/en/us/support/docs/field-notices/743/fn74382.html), Background / Problem Description. Checked 2026-09-24.
[^20]: 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. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/gateway_configuration.html), Gateway Configuration chapter, transfer script files procedure. Checked 2026-09-24.
[^21]: The Call Server's ICM Service lets the Call Server communicate with the Unified ICM server. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/call_server_configuration.html), Call Server Configuration chapter, ICM Service section. Checked 2026-09-24.
[^22]: 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. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Gateway Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/gateway_configuration.html), Gateway Configuration chapter, Ingress Gateway introduction. Checked 2026-09-24.
[^23]: The UCCE 15.0(1) design guide lists both Cisco TDM voice gateways and Cisco Unified Border Element (CUBE) as gateways, and says virtual CUBE is supported on VMware ESXi. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_contact-center-enterprise-solutions-overview_15_0.html), Contact Center Enterprise Solutions Overview chapter, gateways subsection. Checked 2026-09-24.
[^24]: Cisco's CCE 15.0(1) release notes say 15.0(1) is the final CCE version to support IP IVR and name Unified CVP as the replacement. Source: [Release notes for Cisco Contact Center Enterprise Solutions, Release 15.0(1)](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/release/guide/rcct_b_1501_cce-solutions-rns/rcct_m_1501_cce-solutions.html), Contact Center Enterprise Solutions chapter, Deprecated Features, Cisco Unified IP IVR. Checked 2026-09-24.
[^25]: The UCCE 15.0(1) Solution Design Guide describes the IVR service, which creates the VXML pages for Unified CVP micro-applications, as now part of the VXML Server (disputed). Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_contact-center-enterprise-solutions-overview_15_0.html), Contact Center Enterprise Solutions Overview chapter, VXML Server description. Checked 2026-09-24.
[^26]: The CVP 15.0(1) Configuration Guide documents the IVR Service, which creates VXML pages implementing micro-applications from run script instructions, in its Call Server Configuration chapter alongside the SIP and ICM services (disputed). Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/call_server_configuration.html), Call Server Configuration chapter, IVR Service section. Checked 2026-09-24.
[^27]: 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. Source: [Cisco Unified Customer Voice Portal - Support](https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/series.html), Product Information / Latest release block. Checked 2026-09-24.
[^28]: The Call Server's SIP settings can resolve the outbound SRV domain name or server group locally from a configuration file instead of querying DNS. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/call_server_configuration.html), Call Server Configuration chapter, SIP Service settings, Resolve SRV records locally. Checked 2026-09-24.
[^29]: 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. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_high-availability-and-network-design_15_0.html), High Availability and Network Design chapter, SIP Proxy Servers with CVP. Checked 2026-09-24.
[^30]: The Unified CVP Operations Console Server provides browser-based administration and configuration for all Unified CVP product components. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_contact-center-enterprise-solutions-overview_15_0.html), Contact Center Enterprise Solutions Overview chapter, Operations Console description. Checked 2026-09-24.
[^31]: Packaged CCE is a predesigned, bounded deployment model of Unified CCE, offering simpler ordering and rollout and the browser-based Unified CCE Administration interface. Source: [Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_15_0_1/design/guide/pcce_b_pcce-solution-design-guide-15-0/rcct_m_contact-center-enterprise-solutions-overview_15_0.html), Contact Center Enterprise Solutions Overview chapter, Packaged CCE description. Checked 2026-09-24.
[^32]: The PCCE 15.0(1) design guide lists 2000, 4000 and 12000 agent reference designs on Cisco UCS C240 M5SX/M6SX-class TRC servers. The 24000, 36000 and 48000 agent designs apply only to Unified CCE. Source: [Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 15.0(1) - Unified CCE Reference Designs](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_15_0_1/design/guide/pcce_b_pcce-solution-design-guide-15-0/rcct_m_unified-cce-reference-designs_15_0.html), Unified CCE Reference Designs chapter, reference design support statements. Checked 2026-09-24.
[^33]: 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. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_high-availability-and-network-design_15_0.html), High Availability and Network Design chapter, CVP Call Server > Unified CVP SIP Service. Checked 2026-09-24.
[^34]: Failure of a CVP Reporting Server has no impact on call survivability. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_high-availability-and-network-design_15_0.html), High Availability and Network Design chapter, CVP Reporting Server. Checked 2026-09-24.
[^35]: For Router Requery, the CVP RNATimeout must be at least 2 seconds shorter than the Re-route On No Answer timeout set in Unified CCE Agent Desk Settings. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Transfer and Queue Calls with Unified CVP](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/transfer_and_queue_calls_with_unified_cvp.html), Transfer and Queue Calls with Unified CVP chapter, Router Requery section. Checked 2026-09-24.
[^36]: Within Unified CCE, Unified CVP provides prompting, collecting, queuing and call control services and integrates tightly with Unified CCE for application control. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_contact-center-enterprise-solutions-overview_15_0.html), Contact Center Enterprise Solutions Overview chapter, Unified CVP section. Checked 2026-09-24.
[^37]: In CVP 12.6(1), Router Requery on no-answer is triggered and controlled by Unified CVP as the switching fabric, not by Unified ICME. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6(1) - Transfer and Queue Calls with Unified CVP](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp_12_6/ConfigurationGuideCVP12_6/guide/ccvp_b_1261-configuration-guide-for-cisco-unified-customer-voice-portal/ccvp_m_1252-transfer-and-queue-calls-with.html), Transfer and Queue Calls with Unified CVP chapter, Router Requery section. Checked 2026-09-24.
[^38]: Say It Smart plugins are prebuilt Java classes that, once deployed in Builder for Call Studio, can be used as a new Say It Smart type for formatted audio playback. Source: [User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) - Cisco Unified CVP VoiceXML Components](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/user/guide/ccvp_b_1501_user-guide-for-unified-cvp-vxml-server-and-unified-cvp-call-studio-release/cisco_unified_cvp_voicexml_components.html), Cisco Unified CVP VoiceXML Components chapter, Say It Smart Plugins section. Checked 2026-09-24.
[^39]: CVP Server Groups are a dynamic routing feature that speeds call-control failover by removing delays when a destination is down. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_high-availability-and-network-design_15_0.html), High Availability and Network Design chapter, Server Groups and CVP High Availability. Checked 2026-09-24.
[^40]: SIP (RFC 3261) is the primary call control protocol in Unified CVP. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Call Server Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/call_server_configuration.html), Call Server Configuration chapter, SIP Service section. Checked 2026-09-24.
[^41]: In CVP designs the contact center SIP proxy provides weighted load balancing, redundancy and centralised dial-plan configuration. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_high-availability-and-network-design_15_0.html), High Availability and Network Design chapter, SIP Proxy Servers with CVP. Checked 2026-09-24.
[^42]: The Call Server's SIP service accepts SIP INVITEs from ingress voice gateways and typically directs those calls to an available voice browser port. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_contact-center-enterprise-solutions-overview_15_0.html), Contact Center Enterprise Solutions Overview chapter, Unified CVP Call Server description. Checked 2026-09-24.
[^43]: If the CVP SIP Service fails after a caller has been transferred, the call usually continues, but the SIP Service cannot transfer that call again. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_high-availability-and-network-design_15_0.html), High Availability and Network Design chapter, CVP Call Server > Unified CVP SIP Service. Checked 2026-09-24.
[^44]: The Standalone (VXML Server) call flow model needs only the VXML Server, Call Studio and a gateway, unless reporting is used, which also requires a Call Server and a Reporting Server. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/unified_cvp_call_flow_models.html), Standalone Call Flow Model section, first paragraph. Checked 2026-09-24.
[^45]: A standalone VXML application can optionally look up routing data in Unified ICME by using the ReqICMLabel element as a decision element in the Call Studio script. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Unified CVP Call Flow Models](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/unified_cvp_call_flow_models.html), Standalone Call Flow Model section, ICM lookup subsection. Checked 2026-09-24.
[^46]: survivability.tcl takes recovery destinations from the open-hours-agent and after-hours-agent parameters, chosen by time match, and cycles through them one after another until an agent answers. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Transfer and Queue Calls with Unified CVP](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/transfer_and_queue_calls_with_unified_cvp.html), Transfer and Queue Calls with Unified CVP chapter, Call Survivability parameters. Checked 2026-09-24.
[^47]: If no survivability destination answers, survivability.tcl plays a 'call-back-later' message and disconnects the call. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Transfer and Queue Calls with Unified CVP](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/transfer_and_queue_calls_with_unified_cvp.html), Transfer and Queue Calls with Unified CVP chapter, Call Survivability section. Checked 2026-09-24.
[^48]: By default survivability.tcl strips leading zeros from the dialed number; setting disableDnisStrip to 1 turns this off. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Transfer and Queue Calls with Unified CVP](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/transfer_and_queue_calls_with_unified_cvp.html), Transfer and Queue Calls with Unified CVP chapter, Call Survivability parameters, disableDnisStrip. Checked 2026-09-24.
[^49]: 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. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Transfer and Queue Calls with Unified CVP](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/transfer_and_queue_calls_with_unified_cvp.html), Transfer and Queue Calls with Unified CVP chapter, Call Survivability section. Checked 2026-09-24.
[^50]: The survivability.tcl setup-timeout parameter sets the maximum number of seconds the script waits to establish a TCP connection to Unified CVP before abandoning the attempt. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Transfer and Queue Calls with Unified CVP](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/transfer_and_queue_calls_with_unified_cvp.html), Transfer and Queue Calls with Unified CVP chapter, Call Survivability parameters, setup-timeout. Checked 2026-09-24.
[^51]: In the CVP VoiceXML model the voice browser interprets VoiceXML for the caller, and the application server (VXML Server) either generates VoiceXML dynamically or returns a static VoiceXML document to the voice browser. Source: [User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) - VoiceXML Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/user/guide/ccvp_b_1501_user-guide-for-unified-cvp-vxml-server-and-unified-cvp-call-studio-release/introduction.html), VoiceXML Overview chapter, voice browser and application server paragraphs. Checked 2026-09-24.
[^52]: Cisco's CVP documentation states that VoiceXML is based on W3C XML and was established as a standard in 1999 by the VoiceXML Forum. Source: [User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) - VoiceXML Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/user/guide/ccvp_b_1501_user-guide-for-unified-cvp-vxml-server-and-unified-cvp-call-studio-release/introduction.html), VoiceXML Overview chapter, opening section. Checked 2026-09-24.
[^53]: A VVB is added to CVP in the CVP Operations Console under Device Management > Virtualized Voice Browser. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/cisco_vvb_configuration.html), Cisco VVB Configuration chapter, add VVB procedure. Checked 2026-09-24.
[^54]: If a Cisco VVB fails, the ingress gateway's survivability features by default route calls in progress to an alternate location, and new incoming calls find an alternate VVB. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_high-availability-and-network-design_15_0.html), High Availability and Network Design chapter, Voice Browser / High Availability for Cisco VVBs. Checked 2026-09-24.
[^55]: In Unified CCE and Packaged CCE 15.0(1), Cisco Virtualized Voice Browser (VVB) is the platform that interprets VXML documents. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Enterprise Solutions Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_contact-center-enterprise-solutions-overview_15_0.html), Contact Center Enterprise Solutions Overview chapter, Cisco VVB description. Checked 2026-09-24.
[^56]: Cisco VVB does not support clustering; cluster, publisher and subscriber messages in the VVB admin UI or CLI can be ignored. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/cisco_vvb_configuration.html), Cisco VVB Configuration chapter, Note. Checked 2026-09-24.
[^57]: In the CCE 15.0(1) reference designs, VVB VMs appear only for completeness and may be deployed anywhere that meets the customer's business needs. Source: [Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 15.0(1) - Unified CCE Reference Designs](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_15_0_1/design/guide/pcce_b_pcce-solution-design-guide-15-0/rcct_m_unified-cce-reference-designs_15_0.html), Unified CCE Reference Designs chapter, VVB note. Checked 2026-09-24.
[^58]: Cisco VVB comes prepopulated with the comprehensive application (also called bootstrap) and the ringtone application. Source: [Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) - Cisco VVB Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/configuration/guide/ccvp_b_1501-configuration-guide-for-cisco-customer-voice-portal-release/cisco_vvb_configuration.html), Cisco VVB Configuration chapter. Checked 2026-09-24.
[^59]: 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. Source: [Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - High Availability and Network Design](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/design/guide/ucce_b_ucce_soldg-for-unified-cce-1501/rcct_m_high-availability-and-network-design_15_0.html), High Availability and Network Design chapter, CVP VXML Server. Checked 2026-09-24.
[^60]: Unified CVP VXML Server is described as a J2EE- and J2SE-compliant run-time engine for voice applications. Source: [User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) - VoiceXML Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/15-0-1/user/guide/ccvp_b_1501_user-guide-for-unified-cvp-vxml-server-and-unified-cvp-call-studio-release/introduction.html), VoiceXML Overview chapter, VXML Server section. Checked 2026-09-24.