Cisco Cisco Unified Contact Center Enterprise 9.0(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
IPT: Multi-Site with Distributed Call Processing
Figure 2-4
Multi-Site Deployment with Distributed Call Processing and Distributed Voice Gateways with Unified IP IVR
As with the previous models, many options are possible. The number and type of Unified ICM Servers,
Unified CM servers, and Unified IP IVR servers can vary. LAN/WAN infrastructure, voice gateways,
PSTN trunks, redundancy, and so forth are also variable within this deployment model. Central
processing and gateways may be added for self-service, toll-free calls and support for smaller sites. In
addition, the use of a pre-routing PSTN Network Interface Controller (NIC) is also an option.
Unified CM servers, and Unified IP IVR servers can vary. LAN/WAN infrastructure, voice gateways,
PSTN trunks, redundancy, and so forth are also variable within this deployment model. Central
processing and gateways may be added for self-service, toll-free calls and support for smaller sites. In
addition, the use of a pre-routing PSTN Network Interface Controller (NIC) is also an option.
Advantages
•
Scalability — Each independent site can scale up to the maximum number of supported agents per
Unified CM cluster, and there is no software limit to the number of sites that can be combined by
the Unified ICM Central Controller to produce a single enterprise-wide contact center, provided that
the total concurrent agent count is less than the maximum supported agent count in a Unified CCE
System. For scalability and sizing information, see
Unified CM cluster, and there is no software limit to the number of sites that can be combined by
the Unified ICM Central Controller to produce a single enterprise-wide contact center, provided that
the total concurrent agent count is less than the maximum supported agent count in a Unified CCE
System. For scalability and sizing information, see
.
•
All or most VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN
shown in
shown in
would be required for voice calls to be transferred across sites. Use of a PSTN
transfer service (for example, Take Back and Transfer or Transfer Connect) could eliminate that
need. If desired, a small portion of calls arriving at a particular site can be queued for agent resources
at other sites to improve customer service levels.
need. If desired, a small portion of calls arriving at a particular site can be queued for agent resources
at other sites to improve customer service levels.
•
Unified ICM pre-routing can be used to load-balance calls based on agent or Unified IP IVR port
availability to the best site to reduce WAN usage for VoIP traffic.
availability to the best site to reduce WAN usage for VoIP traffic.
•
Failure at any one site has no impact on operations at another site.
•
Each site can be sized according to the requirements for that site
•
The Unified ICM Central Controller provides centralized management for configuration of routing
for all calls within the enterprise.
for all calls within the enterprise.
Signaling/CTI
IP Voice
TDM Voice
PG/CTI
143988
Unified CM Cluster 1
PSTN
M
M
M
M
M
IVR
AW/HDS
Agent
VoIP WAN
IP
Agent
IP
V
V
Unified CM Cluster 2
M
M
M
M
M
IVR
PG
PG
Unified CCE
Central Controller
Unified CCE
System PG
(CM/IP-IVR)
Unified CCE
System PG
(CM/IP-IVR)