Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 2 Deployment Models
Traditional ACD Integration
agent at the opposite site from where the call was originally routed, then TDM circuits between sites will
be required. Determination of where calls should be routed, and if and when they should be transferred
between sites, will depend upon the enterprise business environment, objectives, and cost components.
be required. Determination of where calls should be routed, and if and when they should be transferred
between sites, will depend upon the enterprise business environment, objectives, and cost components.
Additionally, customers may choose to front-end all calls with the Unified CVP to provide initial call
treatment and queuing across both the TDM ACD and Unified CCE agents. (See
treatment and queuing across both the TDM ACD and Unified CCE agents. (See
Figure 2-20
Integrating Unified CVP with a Traditional ACD and a Unified CCE Site
In this design, all calls come to the Unified CVP-controlled voice gateway first, and they are then
controlled by Unified ICM immediately. The Unified ICM uses the PG connections to the TDM ACD
and Unified CCE PG to monitor for available agents. Calls are queued in the Unified CVP until an agent
becomes available in either environment. When a call needs to be transferred to the TDM ACD, it will
hairpin in the voice gateway, meaning that it comes into the gateway on a T1 interface from the PSTN
carrier network and goes out on a second physical T1 interface to appear as a trunk on the TDM ACD.
Most TDM ACDs are unable to accept inbound calls in IP from the voice gateway and require this
physical T1 interface/connection. Unified CCE agents will receive their calls directly over the IP voice
network.
controlled by Unified ICM immediately. The Unified ICM uses the PG connections to the TDM ACD
and Unified CCE PG to monitor for available agents. Calls are queued in the Unified CVP until an agent
becomes available in either environment. When a call needs to be transferred to the TDM ACD, it will
hairpin in the voice gateway, meaning that it comes into the gateway on a T1 interface from the PSTN
carrier network and goes out on a second physical T1 interface to appear as a trunk on the TDM ACD.
Most TDM ACDs are unable to accept inbound calls in IP from the voice gateway and require this
physical T1 interface/connection. Unified CCE agents will receive their calls directly over the IP voice
network.
This design could also be deployed using the parent/child model, as illustrated in
PG/CTI
server
ICM Central
Controller
Unified CM
143994
IP phones and IPCC agent desktops
IP voice
TDM voice
CTI/Call
TDM voice
CTI/Call
control data
IP IVR
ACD
V
IP
IP
IP
M
PG/CTI
server
PSTN
CVP
PG
CVP Call
Controller
CVP PG