Cisco Cisco IPCC Web Option Merkblatt
2-19
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
IPT: Multi-Site with Centralized Call Processing
In order to restrict a call to the site at which it arrived in this deployment model, it is necessary to create
separate skill groups for agents at each location. In order to route a call to any agent in a given skill
regardless of location, the location-specific skill groups can be combined using an enterprise skill group.
separate skill groups for agents at each location. In order to route a call to any agent in a given skill
regardless of location, the location-specific skill groups can be combined using an enterprise skill group.
It is important for deployment teams to carefully assess the trade-offs between operational costs and
customer satisfaction levels to establish the right balance on a customer-by-customer basis. For example,
it may be desirable to route a specific high-profile customer to an agent at another site to reduce their
queue time and allow the call to be handled by a more experienced representative, while another
customer may be restricted to an agent within the site where the call arrived.
customer satisfaction levels to establish the right balance on a customer-by-customer basis. For example,
it may be desirable to route a specific high-profile customer to an agent at another site to reduce their
queue time and allow the call to be handled by a more experienced representative, while another
customer may be restricted to an agent within the site where the call arrived.
A Unified CCE deployment may actually use a combination of centralized and distributed voice
gateways. The centralized voice gateways can be connected to one PSTN carrier providing toll-free
services, while the distributed voice gateways can be connected to another PSTN carrier providing local
phone services.
gateways. The centralized voice gateways can be connected to one PSTN carrier providing toll-free
services, while the distributed voice gateways can be connected to another PSTN carrier providing local
phone services.
Inbound calls from the local PSTN could be both direct inward dial (DID) and contact center calls. It is
important to understand the requirements for all inbound and outbound calling to determine the most
efficient location for voice gateways. Identify who is calling, why they are calling, where they are calling
from, and how they are calling.
important to understand the requirements for all inbound and outbound calling to determine the most
efficient location for voice gateways. Identify who is calling, why they are calling, where they are calling
from, and how they are calling.
In the traditional Unified CCE model, with multi-site deployments and distributed voice gateways, the
Unified ICM pre-routing capability can also be used to load-balance calls dynamically across the
multiple sites. For a list of PSTN carriers that offer Unified ICM pre-routing services, refer to the
Pre-installation Planning Guide for Cisco ICM Enterprise & Hosted Editions, available at
Unified ICM pre-routing capability can also be used to load-balance calls dynamically across the
multiple sites. For a list of PSTN carriers that offer Unified ICM pre-routing services, refer to the
Pre-installation Planning Guide for Cisco ICM Enterprise & Hosted Editions, available at
In multi-site environments where the voice gateways have both local PSTN trunks and separate toll-free
trunks delivering contact center calls, the Unified ICM pre-routing software can load-balance the
toll-free contact center calls around the local contact center calls. For example, suppose you have a
two-site deployment where Site 1 currently has all agents busy and many calls in queue from locally
originated calls, and Site 2 has only a few calls in queue or maybe even a few agents currently available.
In that scenario, you could have the Unified ICM instruct the toll-free provider to route most or all of
the toll-free calls to Site 2. This type of multi-site load balancing provided by the Unified ICM is
dynamic and automatically adjusts as call volumes change at all sites. Note that Unified ICM pre-routing
is not supported in the Unified System CCE deployment models; it is an option only for traditional
Unified CCE or the parent/child models where the Unified ICM parent would have the pre-routing
interface to the PSTN.
trunks delivering contact center calls, the Unified ICM pre-routing software can load-balance the
toll-free contact center calls around the local contact center calls. For example, suppose you have a
two-site deployment where Site 1 currently has all agents busy and many calls in queue from locally
originated calls, and Site 2 has only a few calls in queue or maybe even a few agents currently available.
In that scenario, you could have the Unified ICM instruct the toll-free provider to route most or all of
the toll-free calls to Site 2. This type of multi-site load balancing provided by the Unified ICM is
dynamic and automatically adjusts as call volumes change at all sites. Note that Unified ICM pre-routing
is not supported in the Unified System CCE deployment models; it is an option only for traditional
Unified CCE or the parent/child models where the Unified ICM parent would have the pre-routing
interface to the PSTN.
Just as in the two previous deployment models, much variation exists in the number and types of Unified
ICM, Unified CM, and Unified IP IVR or Unified CVP servers; LAN/WAN infrastructure; voice
gateways; PSTN connectivity; and so forth.
ICM, Unified CM, and Unified IP IVR or Unified CVP servers; LAN/WAN infrastructure; voice
gateways; PSTN connectivity; and so forth.
In multi-site environments with distributed voice gateways, Unified CVP can be used to leverage the
ingress voice gateways at the remote sites as part of the traditional Unified CCE system to provide call
treatment and queueing at the remote location, using the VoiceXML Browser built into the Cisco IOS
voice gateway locally. Using the distributed gateways with Unified CVP permits calls to queue locally
in the ingress voice gateway and rather than requiring the call to cross the VoIP WAN to a centralized
queue platform. Only call signaling (H.323 and VoiceXML) pass over the WAN to instruct the remote
site voice gateway how to treat, queue, and transfer the call to an agent. In these models, pre-routing to
the site might not be necessary because Unified ICM takes control of the call as soon as it arrives at the
site. Basic carrier percent allocation can be used to allocate calls to the sites and failover (rollover)
trunks used to address local failures as needed.
ingress voice gateways at the remote sites as part of the traditional Unified CCE system to provide call
treatment and queueing at the remote location, using the VoiceXML Browser built into the Cisco IOS
voice gateway locally. Using the distributed gateways with Unified CVP permits calls to queue locally
in the ingress voice gateway and rather than requiring the call to cross the VoIP WAN to a centralized
queue platform. Only call signaling (H.323 and VoiceXML) pass over the WAN to instruct the remote
site voice gateway how to treat, queue, and transfer the call to an agent. In these models, pre-routing to
the site might not be necessary because Unified ICM takes control of the call as soon as it arrives at the
site. Basic carrier percent allocation can be used to allocate calls to the sites and failover (rollover)
trunks used to address local failures as needed.