Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
5-9
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 5 Cisco Unified Outbound Option
Unified Outbound Option Deployment
Figure 5-5
Multiple Dialer Deployment (Eight Dialers)
Clustering Over the WAN
The deployment model for clustering Unified CCE over the WAN allows for improved high availability
by deploying redundant components on the other end of the WAN (
by deploying redundant components on the other end of the WAN (
). The
Unified Outbound Option high-availability model differs from that used in clustering over the WAN;
therefore, when deploying a cluster over the WAN, keep in mind that its benefits are for inbound traffic
only.
therefore, when deploying a cluster over the WAN, keep in mind that its benefits are for inbound traffic
only.
Distributed Deployment
A distributed deployment model involves a central Unified ICM system and Unified CM located at one
site, with the Campaign Manager installed on the logger at this site, and a second site reachable over a
WAN, which consists of the dialer, a PG, and a second Unified CM system with Unified Outbound
Options. The Campaign Manager sends dialer records over the WAN, and the dialer places calls to local
customers. The second site would support inbound agents as well. See
site, with the Campaign Manager installed on the logger at this site, and a second site reachable over a
WAN, which consists of the dialer, a PG, and a second Unified CM system with Unified Outbound
Options. The Campaign Manager sends dialer records over the WAN, and the dialer places calls to local
customers. The second site would support inbound agents as well. See
Voice Gateway Proximity
The Unified Outbound Option Dialer should be co-located with the Unified CCE PG and the Unified CM
cluster (including the voice gateway). Because the Dialer supports only G.711 mu-law, you might have
to allocate large blocks of WAN bandwidth. Even though the Dialer does not support G.729, it is possible
to support G.729 for the customer-to-agent portion of the call. This type of configuration is supported
without requiring the use of transcoders.
cluster (including the voice gateway). Because the Dialer supports only G.711 mu-law, you might have
to allocate large blocks of WAN bandwidth. Even though the Dialer does not support G.729, it is possible
to support G.729 for the customer-to-agent portion of the call. This type of configuration is supported
without requiring the use of transcoders.
In this deployment, the Dialer advertises G.729 capability (although the Dialer does not truly support
G.729). This permits the reservation call from the Dialer to the agent to be completed. The call from the
Dialer to the customer must be G.711; however, the customer call is then transferred to the agent and the
call is renegotiated to G.729.
G.729). This permits the reservation call from the Dialer to the agent to be completed. The call from the
Dialer to the customer must be G.711; however, the customer call is then transferred to the agent and the
call is renegotiated to G.729.
191328
Logger A
Campaign
Manager
Dialer 1
Subscriber 1
Publisher
Cisco Unified CM cluster
Side 1A
PG
Logger B
Side 1B
PG
Dialer 2
Subscriber 2
Side 2A
PG
Dialer 3
Subscriber 3
Side 2B
PG
Dialer 4
Subscriber 4
Side 3A
PG
Dialer 5
Subscriber 5
Side 3B
PG
Dialer 6
Subscriber 6
Side 4A
PG
Dialer 7
Subscriber 7
Side 4B
PG
Dialer 8
Subscriber 8