Cisco Cisco IPCC Web Option Design Guide
2-23
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
Best Practices
•
The Unified CCE Gateway PG, Unified CM cluster, Unified IP IVR, and System Unified CCE must
be co-located at the contact center site.
be co-located at the contact center site.
•
The communication link from the parent Unified ICM Central Controller to the Unified CCE
Gateway PG must be sized properly and provisioned for bandwidth and QoS. (For details, refer to
the chapter on
Gateway PG must be sized properly and provisioned for bandwidth and QoS. (For details, refer to
the chapter on
•
Gatekeeper-based call admission control could be used to reroute calls between sites over the PSTN
when WAN bandwidth is not available. It is best to ensure that adequate WAN bandwidth exists
between sites for the maximum amount of calling that can occur.
when WAN bandwidth is not available. It is best to ensure that adequate WAN bandwidth exists
between sites for the maximum amount of calling that can occur.
•
If the communication link between the Unified CCE Gateway PG and the parent Unified ICM
Central Controller is lost, then all contact center routing for calls at that site is put under control of
the local System Unified CCE. Unified CVP-controlled ingress voice gateways would have
survivability TCL scripts to redirect inbound calls to local Unified CM CTI route points, and the
local Unified IP IVR would be used to handle local queue and treatment during the WAN outage.
This is a major feature of the parent/child model to provide complete local survivability for the call
center. For more information, see the chapter on
Central Controller is lost, then all contact center routing for calls at that site is put under control of
the local System Unified CCE. Unified CVP-controlled ingress voice gateways would have
survivability TCL scripts to redirect inbound calls to local Unified CM CTI route points, and the
local Unified IP IVR would be used to handle local queue and treatment during the WAN outage.
This is a major feature of the parent/child model to provide complete local survivability for the call
center. For more information, see the chapter on
.
•
While two intercluster call legs for the same call will not cause unnecessary RTP streams, two
separate call signaling control paths will remain intact between the two clusters (producing logical
hairpinning and reducing the number of intercluster trunks by two).
separate call signaling control paths will remain intact between the two clusters (producing logical
hairpinning and reducing the number of intercluster trunks by two).
•
Latency between parent Unified ICM Central Controllers and remote Unified CCE Gateway PGs
cannot exceed 200 ms one way (400 ms round-trip).
cannot exceed 200 ms one way (400 ms round-trip).
IVR: Distributed Voice Gateways with Treatment and Queuing Using
Unified CVP
Unified CVP
This deployment model is the same as the previous model, except that Unified CVP is used instead of
Unified IP IVR for call treatment and queuing. 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). Call treatment and queuing can also be achieved at the site where the call arrived,
further reducing the WAN bandwidth needs.
Unified IP IVR for call treatment and queuing. 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). Call treatment and queuing can also be achieved at the site where the call arrived,
further reducing the WAN bandwidth needs.
illustrates this model using traditional Unified
CCE deployment.