Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
2-21
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
IPT: Multi-Site with Centralized Call Processing
Unified CCE & IVR: Treatment and Queuing with Unified IP IVR
WAN bandwidth must be provisioned to support all calls that will be treated and queued at the central
site.
site.
Centralized Unified IP IVRs provide efficiency of Unified IP IVR ports when compared with smaller
deployments of Unified IP IVRs at each remote site.
deployments of Unified IP IVRs at each remote site.
IVR: Treatment and Queuing with Unified CVP
Unified CVP is not supported with a Unified CCE System PG. A separate VRU peripheral must be
configured and deployed. This means that translation routes must be configured to transfer calls with
call data between the peripherals. However, Unified CVP does provide benefits of queuing and
treatment for callers at the remote distributed ingress voice gateways in this model because the calls do
not have to cross the VoIP WAN for treatment in the centralized Unified IP IVR.
configured and deployed. This means that translation routes must be configured to transfer calls with
call data between the peripherals. However, Unified CVP does provide benefits of queuing and
treatment for callers at the remote distributed ingress voice gateways in this model because the calls do
not have to cross the VoIP WAN for treatment in the centralized Unified IP IVR.
Using Unified CVP for treatment and queuing allows you to reduce the amount of voice bearer traffic
traveling across the WAN. Unified CVP queues and treats calls on the remote gateways, thus eliminating
the need to terminate the voice bearer traffic at the central site. WAN bandwidth must still be provisioned
for transfers and conferences that involve agents at other locations.
traveling across the WAN. Unified CVP queues and treats calls on the remote gateways, thus eliminating
the need to terminate the voice bearer traffic at the central site. WAN bandwidth must still be provisioned
for transfers and conferences that involve agents at other locations.
Unified CCE: Unified CCE PG
Because the deployment of contact center components is essentially the same as in other multi-site
centralized call processing deployments, the same benefits and restrictions apply to Unified CCE
deployed using the Unified CCE PG.
centralized call processing deployments, the same benefits and restrictions apply to Unified CCE
deployed using the Unified CCE PG.
Additionally, if Unified ICM pre-routing is used to interact with carriers and distribute calls to the voice
gateways, translation routes must be configured for the NIC routing client using traditional Unified CCE
with separate Unified CVP and Unified CM peripherals in the Unified ICM.
gateways, translation routes must be configured for the NIC routing client using traditional Unified CCE
with separate Unified CVP and Unified CM peripherals in the Unified ICM.
IVR: Treatment and Queuing with Unified IP IVR
WAN bandwidth must be provisioned to support all calls that will be treated and queued at the central
site.
site.
Centralized Unified IP IVRs provide efficiency of Unified IP IVR ports when compared with smaller
deployments of Unified IP IVRs at each remote site.
deployments of Unified IP IVRs at each remote site.
IVR: Treatment and Queuing with Unified CVP
Using Unified CVP for treatment and queuing allows you to reduce the amount of voice bearer traffic
traveling across the WAN. Unified CVP queues and treats calls on the remote gateways, thus eliminating
the need to terminate the voice bearer traffic at the central site. WAN bandwidth must still be provisioned
for transfers and conferences that involve agents at other locations.
traveling across the WAN. Unified CVP queues and treats calls on the remote gateways, thus eliminating
the need to terminate the voice bearer traffic at the central site. WAN bandwidth must still be provisioned
for transfers and conferences that involve agents at other locations.
Unified CCE: Transfers
Intra-site or inter-site transfers using the VoIP WAN to send the RTP stream from one site to another
occur basically the same way as a single-site transfer or a transfer in a deployment with centralized voice
gateways.
occur basically the same way as a single-site transfer or a transfer in a deployment with centralized voice
gateways.
An alternative to using the VoIP WAN for routing calls between sites is to use a carrier-based PSTN
transfer service. These services allow the Unified CCE voice gateways to outpulse DTMF tones to
instruct the PSTN to reroute (transfer) the call to another voice gateway location. Each site can be
configured within the Unified ICM as a separate Agent Peripheral. The label then indicates whether a
transfer service. These services allow the Unified CCE voice gateways to outpulse DTMF tones to
instruct the PSTN to reroute (transfer) the call to another voice gateway location. Each site can be
configured within the Unified ICM as a separate Agent Peripheral. The label then indicates whether a