Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
2-17
Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 2 Deployment Models
IPT: Multi-Site with Distributed Call Processing
Unified CCE: Transfers
Intra-site or inter-site transfers using the VoIP WAN to send the RTP stream from one site to another
occur basically the same way as a single-site transfer or a transfer in a deployment with centralized voice
gateways.
occur basically the same way as a single-site transfer or a transfer in a deployment with centralized voice
gateways.
An alternative to using the VoIP WAN for routing calls between sites is to use a carrier-based PSTN
transfer service. These services allow the Unified CCE voice gateways to outpulse DTMF tones to
instruct the PSTN to reroute (transfer) the call to another voice gateway location. Each site can be
configured within the Unified ICM as a separate Agent Peripheral. The label then indicates whether a
transfer is intra-site or inter-site, using Take Back and Transfer (*8) or Transfer Connect. These transfer
tones are played in-band over the voice path and must be played from a recorded file in Unified IP IVR
or outpulsed as digits from Unified CVP.
transfer service. These services allow the Unified CCE voice gateways to outpulse DTMF tones to
instruct the PSTN to reroute (transfer) the call to another voice gateway location. Each site can be
configured within the Unified ICM as a separate Agent Peripheral. The label then indicates whether a
transfer is intra-site or inter-site, using Take Back and Transfer (*8) or Transfer Connect. These transfer
tones are played in-band over the voice path and must be played from a recorded file in Unified IP IVR
or outpulsed as digits from Unified CVP.
IPT: Multi-Site with Distributed Call Processing
Enterprises with multiple medium to large sites separated by large distances tend to prefer a distributed
call processing model. In this model, each site has its own Unified CM cluster, treatment and queue
points, PGs, and CTI Server. However, as with the centralized call processing model, sites could be
deployed with or without local voice gateways. Some deployments may also contain a combination of
distributed voice gateways (possibly for locally dialed calls) and centralized voice gateways (possibly
for toll-free calls) as well as centralized or distributed treatment and queue points.
call processing model. In this model, each site has its own Unified CM cluster, treatment and queue
points, PGs, and CTI Server. However, as with the centralized call processing model, sites could be
deployed with or without local voice gateways. Some deployments may also contain a combination of
distributed voice gateways (possibly for locally dialed calls) and centralized voice gateways (possibly
for toll-free calls) as well as centralized or distributed treatment and queue points.
The System Unified CCE deployment models are not appropriate in this case because they are limited
to a single Unified CM cluster. Alternatively, the Unified ICM Enterprise (parent) and Unified CCE
(child) model would be appropriate to provide local, distributed call processing with a local Unified CM
and Unified CCE at each site, controlled under a centralized Unified ICM Enterprise parent for
enterprise-wide routing, reporting, and call control.
to a single Unified CM cluster. Alternatively, the Unified ICM Enterprise (parent) and Unified CCE
(child) model would be appropriate to provide local, distributed call processing with a local Unified CM
and Unified CCE at each site, controlled under a centralized Unified ICM Enterprise parent for
enterprise-wide routing, reporting, and call control.
Regardless of how many sites are being deployed in this model, there will still be only one logical
Unified ICM Central Controller. If the Unified ICM Central Controller is deployed with redundancy,
sides A and B can be deployed side-by-side or geographically separated (remote redundancy). For details
on remote redundancy, refer to the Unified ICM product documentation available at
Unified ICM Central Controller. If the Unified ICM Central Controller is deployed with redundancy,
sides A and B can be deployed side-by-side or geographically separated (remote redundancy). For details
on remote redundancy, refer to the Unified ICM product documentation available at
Unified CCE: Distributed Voice Gateways with Treatment and Queuing Using
Unified IP IVR
Unified IP IVR
This deployment model is a good choice if the company has multiple medium to large sites. In this
model, voice gateways with PSTN trunks terminate into each site. Just as in the centralized call
processing model with distributed voice gateways, it might be desirable to limit the routing of calls to
agents within the site where the call arrived (to reduce WAN bandwidth). An analysis of benefits from
customer service levels versus WAN costs is required to determine whether limiting calls within a site
is recommended.
model, voice gateways with PSTN trunks terminate into each site. Just as in the centralized call
processing model with distributed voice gateways, it might be desirable to limit the routing of calls to
agents within the site where the call arrived (to reduce WAN bandwidth). An analysis of benefits from
customer service levels versus WAN costs is required to determine whether limiting calls within a site
is recommended.
illustrates this model using a traditional Unified CCE deployment with the
Unified CCE System PG.