Cisco Cisco IPCC Web Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
IPT: Single Site
In this deployment model, all initial and subsequent queuing is done using Unified CVP. A single server
may be used, with all Unified CVP processes co-located on that server. Multiple servers, on the other
hand, allow scaling and redundancy. For more information about redundancy, see the chapter on
may be used, with all Unified CVP processes co-located on that server. Multiple servers, on the other
hand, allow scaling and redundancy. For more information about redundancy, see the chapter on
.
For more information about Unified CVP, refer to the Cisco Unified Customer Voice Portal Solution
Reference Network Design (SRND), available at
Reference Network Design (SRND), available at
Unified CCE: Enterprise Unified CCE PG
In these deployment models the Enterprise Unified CCE peripheral is used to handle interactions with
the Unified CM, and a separately configured VRU peripheral is used to handle interactions with the
Unified IP IVR or Unified CVP. Unified System CCE does not support the use of the Enterprise Unified
CCE PG; therefore, the system would have to be installed using the traditional Unified CCE Setup CD.
This means that the web configuration tools are not available in these scenarios.
the Unified CM, and a separately configured VRU peripheral is used to handle interactions with the
Unified IP IVR or Unified CVP. Unified System CCE does not support the use of the Enterprise Unified
CCE PG; therefore, the system would have to be installed using the traditional Unified CCE Setup CD.
This means that the web configuration tools are not available in these scenarios.
IVR: Treatment and Queuing with Unified IP IVR
In this deployment model, all initial and subsequent queuing is done on the Unified IP IVR. If multiple
Unified IP IVRs are deployed, the Unified ICM should be used to load-balance calls across those
Unified IP IVRs. Translation routes must be configured manually between the Unified CM peripheral
and the Unified IP IVR peripheral(s) and used to move calls and data between Unified CM and the
Unified IP IVRs. Load balancing is done manually in the Translation Route To VRU node in the Unified
CCE call routing script.
Unified IP IVRs are deployed, the Unified ICM should be used to load-balance calls across those
Unified IP IVRs. Translation routes must be configured manually between the Unified CM peripheral
and the Unified IP IVR peripheral(s) and used to move calls and data between Unified CM and the
Unified IP IVRs. Load balancing is done manually in the Translation Route To VRU node in the Unified
CCE call routing script.
IVR: Treatment and Queuing with Unified CVP
Although not usually deployed in a single-site model, Unified CVP could be used to provide the call
treatment and queuing in this model as well. Unified CVP would have its own VRU PG, either loaded
on the same server as the Unified CM PG or part of a Generic PG combination.
treatment and queuing in this model as well. Unified CVP would have its own VRU PG, either loaded
on the same server as the Unified CM PG or part of a Generic PG combination.
In this deployment model, all initial and subsequent queuing is done using Unified CVP. A single server
may be used, with all Unified CVP processes co-located on that server. Multiple servers, on the other
hand, allow scaling and redundancy. For more information about redundancy, see the chapter on
may be used, with all Unified CVP processes co-located on that server. Multiple servers, on the other
hand, allow scaling and redundancy. For more information about redundancy, see the chapter on
.
For more information about Unified CVP, refer to the Cisco Unified Customer Voice Portal Solution
Reference Network Design (SRND), available at
Reference Network Design (SRND), available at
Unified CCE: Transfers
In this deployment model (as well as in the multi-site centralized call processing model), both the
transferring agent and target agent are on the same peripheral. This also implies that both the routing
client and the peripheral target are the same peripheral. The transferring agent generates a transfer to a
particular dialed number configured as a CTI Route Point in Unified CM (for example, looking for any
specialist in the specialist skill group).
transferring agent and target agent are on the same peripheral. This also implies that both the routing
client and the peripheral target are the same peripheral. The transferring agent generates a transfer to a
particular dialed number configured as a CTI Route Point in Unified CM (for example, looking for any
specialist in the specialist skill group).