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VoH/ViQ overview

A built-in capability of the Verint Verba platform, the Verba Cisco Announcement service can act as a Video On Hold server and provides Video on Hold (VoH) and Video in Queue (ViQ) in Cisco environments. This is a replacement option for the corresponding feature in the discontinued Cisco Mediasense product line.

Both for VoH and ViQ Verba does the following:

  • Verba service listens on SIP, it is connected to CUCM via a SIP trunk
  • Video call is routed to Verba then the service looks up media resource - directory number (DN) association and determines video clip to be played back
  • After call is established and media negotiated the service starts streaming the video clip to the user endpoint

VoH and ViQ can be used both standalone or as part of a Verint Verba ethical wall or recording deployment.

Load-balancing and failover are available using CUCM route group/list configuration. It does not provide mid-call, only next-call failover.

The following tools are provided for configuration:

  • A desktop application is provided to MP4 files to streaming-optimized format.
  • Central video file and inbound DN management via the web interface

VoH/ViQ reqiures a separate feature license. Please contact sales for more information.

Understanding VoH/ViQ call flows

The following diagrams explain the related call flows.

 

Cisco ViQ Call Flow

Cisco VoH Call Flow

Configuring VoH/ViQ

Setting up this feature consist of the following steps:

  1. Create a SIP trunk between Cisco platform and Verba
  2. Convert MP4 video clips to streaming optimized Verba format with the provided utility
  3. Upload media files and distribute between Verba nodes
  4. Create "Incoming call rules" for VoH/ViQ which defines the directory number - video clip matching

 

Use the following Cisco documentation to configure VoH/ViQ on the Cisco side:

 

 

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