Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
C H A P T E R
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Cisco Unified Contact Center Enterprise 7.5 SRND
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Deployment Models
Last revised on: May 06, 2010
There are numerous ways that Unified CCE can be deployed, but the deployments can generally be
categorized into the following major types or models:
categorized into the following major types or models:
•
Single Site
•
Multi-Site Centralized Call Processing
•
Multi-Site Distributed Call Processing
•
Clustering over the WAN
Many variations or combinations of these deployment models are possible. The primary factors that
cause variations within these models are as follows:
cause variations within these models are as follows:
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Locations of Unified CCE servers
•
Locations of voice gateways
•
Choice of inter-exchange carrier (IXC) or local exchange carrier (LEC) trunks
•
Pre-routing availability
•
IVR queuing platform and location
•
Transfers
•
Traditional ACD, PBX, and IVR integration
•
Sizing
•
Redundancy
This chapter discusses the impact of these factors (except for sizing) on the selection of a design. With
each deployment model, this chapter also lists considerations and risks that must be evaluated using a
cost/benefit analysis. Scenarios that best fit a particular deployment model are also noted.
each deployment model, this chapter also lists considerations and risks that must be evaluated using a
cost/benefit analysis. Scenarios that best fit a particular deployment model are also noted.
In this chapter, section titles are prefaced by the type of factor discussed in the section. The factors are
classified into the following categories:
classified into the following categories:
•
IPT — Cisco Unified Communications deployment factors (how Cisco Unified Communications
Manager and the voice gateways are deployed)
Manager and the voice gateways are deployed)
•
Unified CCE — Unified CCE and Unified ICM deployment factors (such as what PG is used)
•
IVR — IVR and queuing deployment factors (if Unified CVP or Unified IP IVR is used)