Cisco Cisco Unified Contact Center Enterprise 9.0(2) Design Guide

In this model, the voice gateways are VoiceXML gateways located in the central sites. Unified CVP is 
centrally located and used for treatment and queuing. 

 illustrates this model.

Component location and administration are centralized.

Calls are treated and queued locally, eliminating the need for queuing across a WAN connection.

There is less load on Unified CM because Unified CVP is the primary routing point.   This allows 
higher scalability per cluster compared to Unified IP IVR implementations. See 

, for more information.

WAN connections to agent sites must be provisioned with bandwidth for voice as well as control and 
CTI. See 

more information.

A local voice gateway might be needed at remote sites for local out-calling and 911.

ICCS

ICM Public

ICM Private

1

2

3

143992

ICM

A

4

5

ICM

B