Cisco Cisco Unified Contact Center Management Portal 11.0(1) Leaflet
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Book Title
Chapter 3 Design Considerations for High Availability
The Unified ICM Enterprise (Parent) Data Center
The Unified ICM parent data center location contains the Unified ICM Central Controller. In Figure
3-23, it is shown as a redundant (duplex) pair of Central Controllers, which represents Call Router and
Logger servers. These servers can be deployed as individual Call Routers and Loggers, and they can also
be deployed in two different data centers to be geographically distributed for additional fault tolerance.
3-23, it is shown as a redundant (duplex) pair of Central Controllers, which represents Call Router and
Logger servers. These servers can be deployed as individual Call Routers and Loggers, and they can also
be deployed in two different data centers to be geographically distributed for additional fault tolerance.
The Unified ICM Central controllers control Peripheral Gateways at the data center location. In Figure
3-23, there is only a redundant (duplex) pair of IVR PGs used to control Unified CVP across the
architecture. Additional PGs can be inserted at this layer to control TDM or legacy ACDs and IVRs,
perhaps to support a migration to Unified CCE or to support out-source locations that still use the TDM
or legacy ACDs. The Unified ICM parent at this level can also support standard pre-routing with
inter-exchange carriers (IXCs) such as AT&T, Sprint, MCI, and others, thus allowing Unified ICM to
select the best target for the call while it is still in the carrier network.
3-23, there is only a redundant (duplex) pair of IVR PGs used to control Unified CVP across the
architecture. Additional PGs can be inserted at this layer to control TDM or legacy ACDs and IVRs,
perhaps to support a migration to Unified CCE or to support out-source locations that still use the TDM
or legacy ACDs. The Unified ICM parent at this level can also support standard pre-routing with
inter-exchange carriers (IXCs) such as AT&T, Sprint, MCI, and others, thus allowing Unified ICM to
select the best target for the call while it is still in the carrier network.
The Unified ICM parent is not designed to support any directly controlled agents in this model, which
means that it does not support classic Unified CCE with a Unified CM Peripheral Gateway installed on
this Unified ICM parent. All agents must be controlled externally to this Unified ICM parent system.
means that it does not support classic Unified CCE with a Unified CM Peripheral Gateway installed on
this Unified ICM parent. All agents must be controlled externally to this Unified ICM parent system.
The Unified CVP or IVR PG pair controls the Customer Voice Portal Call Server, which translates the
IVR PG commands from Unified ICM into VoiceXML and directs the VoiceXML to the voice gateways
at the remote contact center sites. This allows calls from the data center location to come into the remote
call centers under control of the Unified CVP at the parent location. The parent then has control over the
entire network queue of calls across all sites and will hold the calls in queue on the voice gateways at
the sites until an agent becomes available.
IVR PG commands from Unified ICM into VoiceXML and directs the VoiceXML to the voice gateways
at the remote contact center sites. This allows calls from the data center location to come into the remote
call centers under control of the Unified CVP at the parent location. The parent then has control over the
entire network queue of calls across all sites and will hold the calls in queue on the voice gateways at
the sites until an agent becomes available.
The Unified Contact Center Express (CCX) Call Center (Child) Site
The Unified Contact Center Express (CCX) Call Center location contains a local Unified CM cluster that
provides local IP-PBX functionality and call control for the IP phones and local Unified CVP voice
gateway. There is also a local Unified CCX Server that provides IP-ACD functionality for the site. Prior
to Unified CCX Server Release 8.0, the Unified CCX Server had the Unified CCE Gateway PG installed
on it, which reduces the number of servers required to support this contact center site. Unified CCX
8.0(1) is deployed on the Unified Communications Operating System platform, requiring the Unified
CCE Gateway PG to be installed on a separate (Windows) server. The deployment model changes for
new and existing customers require the Unified CCE Gateway PG and the CCX ACMI Manager to be
installed on separate (Windows) servers. In either of these deployments, the Unified CCE Gateway PG
connects to the Unified ICM Call Router (Rogger) at the Unified ICM parent data center location over
the WAN and provides real-time event data and agent states to the parent from the Unified CCX. The
Unified CCE Gateway PG also captures configuration data (skill groups, CSQs, services, applications,
and so forth) and sends it to the parent Unified ICM configuration database as well.
provides local IP-PBX functionality and call control for the IP phones and local Unified CVP voice
gateway. There is also a local Unified CCX Server that provides IP-ACD functionality for the site. Prior
to Unified CCX Server Release 8.0, the Unified CCX Server had the Unified CCE Gateway PG installed
on it, which reduces the number of servers required to support this contact center site. Unified CCX
8.0(1) is deployed on the Unified Communications Operating System platform, requiring the Unified
CCE Gateway PG to be installed on a separate (Windows) server. The deployment model changes for
new and existing customers require the Unified CCE Gateway PG and the CCX ACMI Manager to be
installed on separate (Windows) servers. In either of these deployments, the Unified CCE Gateway PG
connects to the Unified ICM Call Router (Rogger) at the Unified ICM parent data center location over
the WAN and provides real-time event data and agent states to the parent from the Unified CCX. The
Unified CCE Gateway PG also captures configuration data (skill groups, CSQs, services, applications,
and so forth) and sends it to the parent Unified ICM configuration database as well.
Additional Unified CCX servers may be used and included in this site to provide redundant Unified CCX
Servers, historical reporting database services, recording and monitoring servers, and ASR/TTS servers
as well. Highly available deployments of Unified CCX Release 8.0 or above, requires the deployment of
two "SideA" Unified CCE Gateway PGs on separate (Windows) servers. The Unified CCX Server(s) are
configured with the IP Addresses of the two "SideA" Unified CCE Gateway PGs.
Servers, historical reporting database services, recording and monitoring servers, and ASR/TTS servers
as well. Highly available deployments of Unified CCX Release 8.0 or above, requires the deployment of
two "SideA" Unified CCE Gateway PGs on separate (Windows) servers. The Unified CCX Server(s) are
configured with the IP Addresses of the two "SideA" Unified CCE Gateway PGs.
The Unified CCE Call Center (Child) Site
The Unified CCE Call Center location contains a local Unified CM cluster that provides local IP-PBX
functionality and call control for the IP phones and local Unified CVP voice gateway. There is also a
local Unified IP IVR to provide local call queuing for the Unified CCE site. There is a redundant pair of
functionality and call control for the IP phones and local Unified CVP voice gateway. There is also a
local Unified IP IVR to provide local call queuing for the Unified CCE site. There is a redundant pair of