Cisco Cisco IP Contact Center Release 4.6.1 Leaflet

A variation of the centralized call processing model can include multiple ingress voice gateway 
locations. This distributed voice gateway model might be appropriate for a company with many small 
sites, each requiring local PSTN trunks for incoming calls. This model provides local PSTN connectivity 
for local calling and access to local emergency services. 

 illustrates this model.

In this deployment model, shown with Unified IP IVR for queuing and treatment, it might be desirable 
to restrict calls arriving at a site to be handled by an agent within that site, but this is not required. By 
restricting calls to the site where it arrived, the following conditions apply:

VoIP WAN bandwidth is reduced for calls going to agents from the ingress voice gateway.

Calls will still cross the VoIP WAN during the time they are in queue or are receiving treatment from 
the centralized Unified IP IVRs.

Customer service levels for calls arriving into that site might suffer due to longer queue times and 
handle times.

Longer queue times can occur because, even though an agent at another site is available, the Unified 
CCE configuration may continue to queue for an agent at the local site only.

Longer handle times can occur because, even though a more qualified agent exists at another site, 
the call may be routed to a local agent to reduce WAN bandwidth usage.

Signaling/CTI

IP Voice

TDM Voice

143987

Unified CM Cluster

Agent

Agent

ICM