Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

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You could increase Unified CCE capacity by adding more children to the parent system.

Multi-site Deployment with Unified SCCE and Unified CVP

The following figure shows a parent Unified ICME system deployed with Unified CVP and its
own Admin Workstation/HDS server. At each distributed site, there is a complete Unified SCCE
deployment using the small/medium model that loads both Central Controller and Agent/IVR
Controller on the system server. There is also a local Administration & WebView Reporting
machine for the Unified SCCE to perform configuration, scripting, and reporting tasks for that
specific site. There is an IPCC Enterprise Gateway PG that connects Unified SCCE to the
Unified ICME parent.

Figure 5: Multil-site Deployment with Unified SCCE and Unified CVP

In this deployment, the local Unified SCCE systems act as their own local IP ACDs with no
visibility to any of the other sites in the system. Users at Site 1 cannot see any of the calls or
reports from Site 2 in this model. Only the parent system has visibility to all activity at all child
sites.

The Unified CVP at the Unified ICME parent site is used to control the calls coming into the
distributed sites, providing local call queuing and treatment in the VoiceXML Browser in the
voice gateway. The local Unified IP IVR servers are used only for a local backup if the connection
from these voice gateways is lost to the parent Unified CVP Call Control server. The local
Unified IP IVR also provides local queue treatment for calls that are not answered by the local
agents, such as reroute on no answer (RONA) calls, rather than sending the call back to the
Unified CVP to be requeued.

Unified CVP provides a virtual network queue across all the distributed sites controlled by the
parent Unified ICME, which has visibility into all the distributed sites and sends the call to the
next available agent from the virtual queue.

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