Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

About Cisco Unified Contact Center Gateway

This section introduces the Contact Center Gateway feature, which allows Unified CCE, Unified
SCCE, or Unified CCX to appear as an ACD to Unified ICME.

This chapter contains the following topics:

•

•

•

•

•

•

•

•

•

What is the Contact Center Gateway Feature?

The Contact Center Gateway feature allows Unified CCE, Unified SCCE, or Unified CCX to
appear as a traditional ACD connected to the Unified ICME system. Contact Center Gateway
does this by using the Unified ICME Peripheral Gateway (PG) component to communicate
through the CTI layer interface in Unified CCE, Unified SCCE, or Unified CCX.

The Contact Center Gateway feature is ideal for deployments that have several call centers
spread geographically. Each call center has remote survivability and administrative independence.
New IP call centers can be integrated into an existing Unified ICME environment with many
TDM ACD sites. Using a single minimum expected delay (MED) script node, peripherals that
are legacy ACDs and gateway types can be used to select the best site to send a call.

The Contact Center Gateway feature uses two distinct PG types:

•

IPCC Express Gateway PG, which connects the Unified ICME system to Unified CCX

Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)