Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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: Clustering Over the WAN
Distributed Voice Gateways with Distributed Call Treatment and Queuing
Using Unified CVP
Using Unified CVP
In this model, the voice gateways are VoiceXML gateways distributed to agent locations. Unified CVP
is centrally located and used for treatment and queuing on the remote gateways.
is centrally located and used for treatment and queuing on the remote gateways.
illustrates
this model.
Figure 2-15
Distributed Voice Gateways with Distributed Call Treatment and Queuing Using
Unified CVP
Unified CVP
Advantages
•
No or minimal voice RTP traffic across WAN links if ingress calls and gateways are provisioned to
support primarily their local agents. Transfers and conferences to other sites would traverse the
WAN.
support primarily their local agents. Transfers and conferences to other sites would traverse the
WAN.
•
Calls are treated and queued at the agent site, eliminating the need for queuing across a WAN
connection.
connection.
•
Local calls incoming and outgoing, including 911, can share the local VoiceXML gateway.
•
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
higher scalability per cluster compared to Unified IP IVR implementations. See
, for more information.
ICCS
ICM Public
ICM Private
1
2
3
Site 1
Site 2
CTIOS 1A
143993
ICM
A
PG 1A
M
M
M
PG 2A
4
5
CTIOS 1B
ICM
B
PG 1B
M
M
PG 2B
Gatekeeper 1
Gatekeeper 2
WAN
Highly
Available
WAN
V
PSTN
Remote Agent Site
IP
CVP 1
CVP 2