Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
2-4
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
General Deployment Options
Unified System CCE
Beginning with Unified CCE Release 7.0, there are two ways to install Unified CCE:
•
Traditional Unified ICM Setup installation (available previously)
•
Unified System CCE
Unified System CCE (Unified System CCE) is available for a select subset of Unified CCE deployment
models, and it greatly simplifies installation and configuration of the system. It is installed using a
streamlined DVD-based install and configured using the Unified CCE Web Administration tools instead
of the traditional Unified ICM Configuration Manager on an Administrative Workstation.
models, and it greatly simplifies installation and configuration of the system. It is installed using a
streamlined DVD-based install and configured using the Unified CCE Web Administration tools instead
of the traditional Unified ICM Configuration Manager on an Administrative Workstation.
For Unified System CCE, there are two significantly different ways to install and deploy it:
•
The existing VRU PIM and Unified CM PIM combined peripheral model. This model is unchanged
and allows single peripheral call management queuing as well as other features.
and allows single peripheral call management queuing as well as other features.
•
A new Unified CVP deployment utilizing the Unified CCE System PG and a separate VRU PG, both
located on the Agent/IVR controller. When Unified CVP is deployed, only the CallManager
peripheral on the System PG is used. The separate VRU PG contains one or more VRU PIMs, which
are used for Unified CVP connectivity. The VRU PIMs connect to Unified CVP Call Servers to
manage queued calls. This configuration behaves very much like Unified CCE does, however it
benefits from the simplified installation and configuration of Unified System CCE.
located on the Agent/IVR controller. When Unified CVP is deployed, only the CallManager
peripheral on the System PG is used. The separate VRU PG contains one or more VRU PIMs, which
are used for Unified CVP connectivity. The VRU PIMs connect to Unified CVP Call Servers to
manage queued calls. This configuration behaves very much like Unified CCE does, however it
benefits from the simplified installation and configuration of Unified System CCE.
The new Unified CVP deployment model offers the following advantages:
•
Branch Office model (queuing at the edge) — this model is not possible with IP-IVR.
•
Unified CVP allows you to transfer to the PSTN with out-pulse transfers, hook-flash transfers, and
so forth; and it takes back the call to transfer somewhere else.
so forth; and it takes back the call to transfer somewhere else.
•
Unified CVP is VXML-based (open standard).
In deployments with Unified CVP, the following additional deployment considerations also apply:
•
All ingress calls are controlled by Unified CVP Call Servers associated with the VRU PGs. (Call
control on the first leg of the call is maintained by Unified CVP until the customer session
terminates.)
control on the first leg of the call is maintained by Unified CVP until the customer session
terminates.)
•
If a call originates from Unified CM, Unified CVP cannot be used for call control (transfers and
take-back-and-transfers) but can still be used for IVR treatment or music on-hold while queuing.
The only calls that should originate from Unified CM are agent transfers, outbound, and parent calls.
All other calls should originate from Unified CVP, where intelligent routing decisions can be made
to keep calls within sites.
take-back-and-transfers) but can still be used for IVR treatment or music on-hold while queuing.
The only calls that should originate from Unified CM are agent transfers, outbound, and parent calls.
All other calls should originate from Unified CVP, where intelligent routing decisions can be made
to keep calls within sites.
•
Load balancing of calls is managed by Cisco Unified Presence and basic SIP services (or the
gatekeeper where H.323 is used) and failure recovery mechanisms. This is different than the
mechanism when IP-IVR is used, in which case the Router performs load balancing.
gatekeeper where H.323 is used) and failure recovery mechanisms. This is different than the
mechanism when IP-IVR is used, in which case the Router performs load balancing.
•
Use of CTI Integrated device (Desktop and IP Phone Agent) is highly recommended for all transfer
and conference scenarios. In order to maintain call context in these scenarios, the number dialed
must be controlled by Unified System CCE. In other words, the dialed number must be associated
with a Unified System CCE Dialed Number Plan or CTI Route Point controlled by Unified
System CCE.
and conference scenarios. In order to maintain call context in these scenarios, the number dialed
must be controlled by Unified System CCE. In other words, the dialed number must be associated
with a Unified System CCE Dialed Number Plan or CTI Route Point controlled by Unified
System CCE.
Unified System CCE is available in two specific production models and one demo/lab deployment
model. All these deployment models are single agent peripheral Unified CCE System PG deployments,
meaning that they connect to a single Unified CM cluster and from one to five Unified IP IVRs or from
one to ten Unified CVP Call Servers used for queuing.
model. All these deployment models are single agent peripheral Unified CCE System PG deployments,
meaning that they connect to a single Unified CM cluster and from one to five Unified IP IVRs or from
one to ten Unified CVP Call Servers used for queuing.