Cisco Cisco Unified Contact Center Management Portal 11.0(1) Leaflet

WAN connections to agent sites must be provisioned with bandwidth for voice as well as control 
and CTI. See

 for 

more information. 

A local voice gateway might be needed at remote sites for local out-calling and 911. 

Load balancing of calls across Unified CVP Call Servers is managed by SIP and Cisco Unified SIP Proxy 
(CUSP). The load balancing does not take into account the site where the call came in, but calls are 
distributed based on simple load balancing rules define in Cisco Unified Presence (for example, alternate 
call distributions across configured Unified CVP Call Servers and preferential weighting of Call 
Servers). 

Currently, if the system is designed to do so, Unified CVP can queue the call at the ingress gateway. This 
requires that Unified CVP be configured with settransferlabel for H.323 or Send To Originator for SIP, 
to match the NetworkVRU label. This will cause Unified CVP to send the call back to the ingress 
gateway for queuing when a label matching this NetworkVRU label is returned from Unified ICM/CCE. 
Currently Unified ICM/CCE is unaware of the location of the initial gateway, therefore it cannot make 
a label selection based on the original ingress location of the call. 

Figure 2-22 illustrates a deployment with clustering over the WAN.