Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
2-16
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 2 Deployment Models
IPT: Multi-Site with Centralized Call Processing
Unified CCE: Unified CCE System PG
Because the deployment of contact center components is essentially the same as in other multi-site
centralized call processing deployments, the same benefits and restrictions apply to Unified CCE
deployed using the Unified CCE System PG.
centralized call processing deployments, the same benefits and restrictions apply to Unified CCE
deployed using the Unified CCE System PG.
Additionally, if Unified ICM pre-routing is used to interact with carriers and distribute calls to the voice
gateways, translation routes for the NIC routing client to the Unified CCE System PG must be configured
manually using the ConfigManager application on the Unified ICM Admin Workstation. Pre-routing is
not supported as part of the System Unified CCE deployment.
gateways, translation routes for the NIC routing client to the Unified CCE System PG must be configured
manually using the ConfigManager application on the Unified ICM Admin Workstation. Pre-routing is
not supported as part of the System Unified CCE deployment.
Unified CCE & IVR: Treatment and Queuing with Unified IP IVR
WAN bandwidth must be provisioned to support all calls that will be treated and queued at the central
site.
site.
Centralized Unified IP IVRs provide efficiency of Unified IP IVR ports when compared with smaller
deployments of Unified IP IVRs at each remote site.
deployments of Unified IP IVRs at each remote site.
IVR: Treatment and Queuing with Unified CVP
Unified CVP is not supported with System Unified CCE. A separate VRU peripheral must be configured
and deployed. This means that translation routes must be configured to transfer calls with call data
between the peripherals. However, Unified CVP does provide benefits of queuing and treatment for
callers at the remote distributed ingress voice gateways in this model because the calls do not have to
cross the VoIP WAN for treatment in the centralized Unified IP IVR. When using Unified CVP for
queuing and treatment, the Unified CCE PG is the only deployment choice.
and deployed. This means that translation routes must be configured to transfer calls with call data
between the peripherals. However, Unified CVP does provide benefits of queuing and treatment for
callers at the remote distributed ingress voice gateways in this model because the calls do not have to
cross the VoIP WAN for treatment in the centralized Unified IP IVR. When using Unified CVP for
queuing and treatment, the Unified CCE PG is the only deployment choice.
Using Unified CVP for treatment and queuing allows you to reduce the amount of voice bearer traffic
traveling across the WAN. Unified CVP queues and treats calls on the remote gateways, thus eliminating
the need to terminate the voice bearer traffic at the central site. WAN bandwidth must still be provisioned
for transfers and conferences that involve agents at other locations.
traveling across the WAN. Unified CVP queues and treats calls on the remote gateways, thus eliminating
the need to terminate the voice bearer traffic at the central site. WAN bandwidth must still be provisioned
for transfers and conferences that involve agents at other locations.
Unified CCE: Unified CCE PG
Because the deployment of contact center components is essentially the same as in other multi-site
centralized call processing deployments, the same benefits and restrictions apply to Unified CCE
deployed using the Unified CCE PG.
centralized call processing deployments, the same benefits and restrictions apply to Unified CCE
deployed using the Unified CCE PG.
Additionally, if Unified ICM pre-routing is used to interact with carriers and distribute calls to the voice
gateways, translation routes must be configured for the NIC routing client using traditional Unified CCE
with separate Unified CVP and Unified CM peripherals in the Unified ICM.
gateways, translation routes must be configured for the NIC routing client using traditional Unified CCE
with separate Unified CVP and Unified CM peripherals in the Unified ICM.
IVR: Treatment and Queuing with Unified IP IVR
WAN bandwidth must be provisioned to support all calls that will be treated and queued at the central
site.
site.
Centralized Unified IP IVRs provide efficiency of Unified IP IVR ports when compared with smaller
deployments of Unified IP IVRs at each remote site.
deployments of Unified IP IVRs at each remote site.
IVR: Treatment and Queuing with Unified CVP
Using Unified CVP for treatment and queuing allows you to reduce the amount of voice bearer traffic
traveling across the WAN. Unified CVP queues and treats calls on the remote gateways, thus eliminating
the need to terminate the voice bearer traffic at the central site. WAN bandwidth must still be provisioned
for transfers and conferences that involve agents at other locations.
traveling across the WAN. Unified CVP queues and treats calls on the remote gateways, thus eliminating
the need to terminate the voice bearer traffic at the central site. WAN bandwidth must still be provisioned
for transfers and conferences that involve agents at other locations.