Cisco UCCE CVP MRCP Configuration Guide for ASR and TTS

Comstice IVR solution helps to build modern, on-premises speech recognition and text-to-speech contact flows for your customer service operations. Comstice IVR along with Comstice Smal Language Models trained with your specific scope can help to create AI self service and AI Agent Training modules by creating phantom calls. This document explins the details of the integration with Cisco Voice Portal in Cisco UCCE solutions via MRCP for speech recognition and text to speech.

Cisco VXML Gateway

Cisco VXML Gateway is part of the Cisco CVP solution. Legacy VXML Gatateways run on Cisco IOS devices as "Cisco IOS VXML Gateways". In the recent years Cisco Virtual Voice Browsers (VVB) are used as the VXML Gateway. This document only covers the Cisco VVB configuration. IOS VXML Gateway configuration varies based on the IOS version and the image details. Please refer to the relevant Cisco IOS VXML documentation for the configuration steps. Comstice deployment team can also help you to configure your specific IOS version as a VXML Gateway.

• Cisco Finesse Webphone helps to make and receive calls using a web browser, eliminating any Jabber or other Cisco devices.
• It can also work securely without any VPN needed on agent PCs.
• Webphone itself is a webrtc session using Opus codec which performs much better than other codecs in the remo working scenarios.
• Entire solution runs on the client's network or a private cloud for the maximum data privacy.
• By avoiding software installation on agent PCs, you also eliminate any customer-related data to be stored on the agent PCs for data security.

Cisco UCCX MRCP Configuration Steps for Comstice IVR

Adding Comstice TTS as your Cisco UCCX MRCP TTS Provider

• Add TTS Provider:On Cisco UCCX Administration page, go to Subsystems > MRCP TTS > MRCP TTS Providers. On MRCP Providers, add a new MRCP TTS Provider. Enter "Comstice TTS" as the name and save.
• Add TTS Server:From Subsystems > MRCP TTS > MRCP TTS Servers, click on Add a New MRCP TTS Server. Enter the IP address or hostname of your Comstice IVR, select Comstice TTS as the provider and enter the port number which is 8188 by default. Finally, select the language you have licensed. When the language is selected, you can also select the genders.
• High Availability:Add a second TTS Server for high availability. Select the same provider but set the IP address or the hostname of the secondary Comstice TTS server.
• Set TTS Default Gender:You can also set the default gender for the languages enabled on your Comstice TTS Server. From Subsystems > MRCP TTS > MRCP TTS Default Genders, select the default gender for each language selected.

Adding Comstice ASR as your Cisco UCCX MRCP ASR Provider

• On the UCCX Administration > Subsystems> MRCP ASR > MRCP ASR Servers, click on Add New to add a new ASR Server.
• Set server IP address or the hostname as the server name, and the number of Comstice ASR Licenses you want to allocate from your license bundle. Also select OSR 3.1.x as your grammar variant.
• Click on Add button to save your new provider.
• On the UCCX Administration > Subsystems> MRCP ASR > MRCP ASR Servers, click on Add New to add a new ASR Server.
• On the UCCX Administration > Subsystems> MRCP ASR > MRCP ASR Servers, click on Add New to add a new ASR Server.

Deployment and Rollout: Comstice-Hosted and PoC

• Comstice can host solution elements and connect to your network using site-to-site VPN.
• In this case, main task is to establish site-to-site VPN and handle communications accordingly.
• Proof of concepts are also done through Comstice-Hosted environment.

Conclusion

Running a webphone with Cisco Finesse is a comprehensive task but at Comstice we help to make this straightforward and help your business to enjoy Finesse with better feature set than shared cloud solutions. Click here to learn more and request callback.