Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
About Unified CCE Solutions and Fault Tolerance
For a Unified CCE solution in a Contact Center Gateway deployment, fault tolerance is achieved
as it is with other Unified ICME PGs; there is a Side A and Side B PG which can connect to
either side (A or B) of a System PG on a child system. The PGs when connected can cross over
the parent/child SideA/SideB for increased fault tolerance.
as it is with other Unified ICME PGs; there is a Side A and Side B PG which can connect to
either side (A or B) of a System PG on a child system. The PGs when connected can cross over
the parent/child SideA/SideB for increased fault tolerance.
See Also
For more information about fault tolerance, see the IPCC Installation and Configuration Guide
for Cisco IPCC Enterprise Edition.
for Cisco IPCC Enterprise Edition.
About Unified CCX Solutions and High Availability
A Unified CCX solution in a Contact Center Gateway deployment does not support the Side
A/Side B model of fault tolerance. Instead, it supports a high availability model.
A/Side B model of fault tolerance. Instead, it supports a high availability model.
In the high availability model, the Unified CCX cluster looks like one ACD to the Unified ICME
parent, and a Side A PG is installed on both nodes of Unified CCX.
parent, and a Side A PG is installed on both nodes of Unified CCX.
See Also
For more information, see
.
About Contact Center Gateway Deployments
This section discusses the supported Contact Center Gateway deployment models.
Contact Center Gateway using IPCC Enterprise Gateway PG
The following topics explain three ways that you can deploy the IPCC Enterprise Gateway PG.
Multiple Unified ICME (parents) with Single Unified CCE (child)
The following figure shows a deployment where two customers (Customer 1 and Customer 2)
each running their own Unified ICME parent, outsource calls to a provider site running Unified
CCE with System PGs. The provider site has a Unified CCE installation with two IPCC System
PGs that connect to their respective IPCC Enterprise Gateway PG for each ICM Enterprise
parent. The two Contact Center Gateway PGs provide security because the information of one
customer is not seen by the other. The deployment also shows that each customer provides call
treatment (prompting) and queuing using Cisco Unified Customer Voice Portal (Unified CVP),
shown for each customer, before routing calls to the Provider site. The provider site also has
the ability to queue calls using Unified IP IVR that is shown connected to the IPCC System PG.
each running their own Unified ICME parent, outsource calls to a provider site running Unified
CCE with System PGs. The provider site has a Unified CCE installation with two IPCC System
PGs that connect to their respective IPCC Enterprise Gateway PG for each ICM Enterprise
parent. The two Contact Center Gateway PGs provide security because the information of one
customer is not seen by the other. The deployment also shows that each customer provides call
treatment (prompting) and queuing using Cisco Unified Customer Voice Portal (Unified CVP),
shown for each customer, before routing calls to the Provider site. The provider site also has
the ability to queue calls using Unified IP IVR that is shown connected to the IPCC System PG.
The agents must be broken up into two peripherals, each on its own PG, (and a separate Unified
IP IVR or Unified CVP is required if there is local queuing). The provider does realize some
IP IVR or Unified CVP is required if there is local queuing). The provider does realize some
Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)
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Chapter 1: About Cisco Unified Contact Center Gateway
About Contact Center Gateway Deployments