Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Note: Unified SCCE, Release 7.5, supports Unified CVP in its deployment, and Unified IP IVR
and Unified CVP can be used interchangeably. However, one key difference is that information
on queued calls at the child Unified CVP is not available at the parent through the IPCC
Enterprise Gateway PG, as is the case when Unified IP IVR is used. This means that minimum
expected delay (MED) over services cannot be used.

Be aware that, in this deployment, Unified ICME cannot see the state on calls queued to the
child, and therefore cannot report on them. Any Service or Skill Group statistics field that is
related to calls queued on the ACD is not valid. For example,
SkillGroupRealTime.CallsQueuedNow are never populated. Any function that depends on
queue statistics to properly function cannot be used for the gateway peripheral. As an example:
MED is not accurate since it does not consider queue time on the Unified CVP peripheral. Also,
one site cannot queue to another site. See 

 for more details on reporting.

Contact Center Gateway using IPCC Express Gateway PG

The following figure shows a deployment model that allows Unified CCX to participate in an
enterprise routing environment with Unified ICME.

Figure 6: Contact Center Gateway with IPCC Express Gateway PG with ICM Parent

The Unified CCX appears as an ACD to the Unified ICME parent (CallRouter and Logger).

Note: The IPCC Express Gateway PG is setup on the Unified ICME parent, but it is installed
on the same server as the Unified CCX Engine, where it connects with the internal CTI Server
of the child Unified CCX.

Some configuration settings are pulled from the Unified CCX and automatically configured in
Unified ICME.

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