Cisco Cisco IPCC Web Option Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
IPT: Multi-Site with Centralized Call Processing
Advantages
•
Only limited systems management skills are needed for the remote sites because most servers,
equipment, and system configurations are managed from a centralized location.
equipment, and system configurations are managed from a centralized location.
•
The Unified ICM pre-routing option can be used to load-balance calls across sites, including sites
with local PSTN trunks in addition to toll-free PSTN trunks.
with local PSTN trunks in addition to toll-free PSTN trunks.
•
No WAN RTP traffic is required for calls arriving at each remote site that are handled by agents at
that remote site.
that remote site.
•
Unified CVP provides call treatment and queueing at the remote site using the VoiceXML Browser
in Cisco IOS on the voice gateway itself, thus eliminating the need to move the call over the VoIP
WAN to a central queue and treatment point.
in Cisco IOS on the voice gateway itself, thus eliminating the need to move the call over the VoIP
WAN to a central queue and treatment point.
Best Practices
•
The Unified IP IVR or Unified CVP, Unified CM, and PGs (for both Unified CM and IVR or
Unified CVP) are co-located. In this model, the only Unified CCE communications that can be
separated across a WAN are the following:
Unified CVP) are co-located. In this model, the only Unified CCE communications that can be
separated across a WAN are the following:
–
Unified ICM Central Controller to Unified ICM PG
–
Unified ICM PG to Unified CCE Agent Desktops
–
Unified CM to voice gateways
–
Unified CM to phones
–
Unified CVP Call Control Server to remote voice gateway (call control)
•
If calls are not going to be restricted to the site where calls arrive, or if calls will be made between
sites, more RTP traffic will flow across the WAN. It is important to determine the maximum number
of calls that will flow between sites or locations. Unified CM locations-based call admission control
failure will result in a routed call being disconnected (rerouting within Unified CM is not currently
supported). Therefore, it is important to provision adequate bandwidth to the remote sites, and
appropriately designed QoS for the WAN is critical. Calls that are treated by IP IVR at the central
site must also be considered.
sites, more RTP traffic will flow across the WAN. It is important to determine the maximum number
of calls that will flow between sites or locations. Unified CM locations-based call admission control
failure will result in a routed call being disconnected (rerouting within Unified CM is not currently
supported). Therefore, it is important to provision adequate bandwidth to the remote sites, and
appropriately designed QoS for the WAN is critical. Calls that are treated by IP IVR at the central
site must also be considered.
•
H.323, SIP, or MGCP signaling traffic between the voice gateways and the centralized Unified CM
servers will flow over the WAN. Proper QoS implementation on the WAN is critical, and signaling
delays must be within tolerances listed in the latest version of the Cisco Unified Communications
Solution Reference Network Design (SRND) guide, available at
servers will flow over the WAN. Proper QoS implementation on the WAN is critical, and signaling
delays must be within tolerances listed in the latest version of the Cisco Unified Communications
Solution Reference Network Design (SRND) guide, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_g
uides_list.html
uides_list.html
Unified CCE: Unified CCE System 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 System PG.
centralized call processing deployments, the same benefits and restrictions apply to Unified CCE
deployed using the Unified CCE System PG.
Additionally, if Unified ICM pre-routing is used to interact with carriers and distribute calls to the voice
gateways, translation routes for the NIC routing client to the Unified CCE System PG must be
configured manually using the ConfigManager application on the Unified ICM Admin Workstation.
Pre-routing is not supported as part of the Unified System CCE deployment.
gateways, translation routes for the NIC routing client to the Unified CCE System PG must be
configured manually using the ConfigManager application on the Unified ICM Admin Workstation.
Pre-routing is not supported as part of the Unified System CCE deployment.