Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

There are numerous ways that Unified CCE can be deployed, but the deployments can generally be 
categorized into the following major types or models:

Single Site

Multi-Site Centralized Call Processing

Multi-Site Distributed Call Processing

Clustering over the WAN

Many variations or combinations of these deployment models are possible. The primary factors that 
cause variations within these models are as follows:

Locations of Unified CCE servers

Locations of voice gateways 

Choice of inter-exchange carrier (IXC) or local exchange carrier (LEC) trunks

Pre-routing availability

IVR queuing platform and location

Transfers

Traditional ACD, PBX, and IVR integration

Sizing

Redundancy

This chapter discusses the impact of these factors (except for sizing) on the selection of a design. With 
each deployment model, this chapter also lists considerations and risks that must be evaluated using a 
cost/benefit analysis. Scenarios that best fit a particular deployment model are also noted.

In this chapter, section titles are prefaced by the type of factor discussed in the section. The factors are 
classified into the following categories:

IPT — Cisco Unified Communications deployment factors (how Cisco Unified Communications 
Manager and the voice gateways are deployed)

Unified CCE — Unified CCE and Unified ICM deployment factors (such as what PG is used)

IVR — IVR and queuing deployment factors (if Unified CVP or Unified IP IVR is used)

A combination of these deployment models is also possible. For example, a multi-site deployment may 
have some sites that use centralized call processing (probably small sites) and some sites that use 
distributed call processing (probably larger sites). Examples of scenarios where combinations are likely 
are identified within each section.