Cisco Cisco IPCC Web Option Leaflet

The Unified ICM Central Controller provides the capability to create a single enterprise-wide queue.

The Unified ICM Central Controller provides consolidated reporting for all sites. 

The Unified CM PG and Unified CM cluster must be co-located. The Unified CVP PG and 
Unified CVP servers must be co-located.

The communication link from the Unified ICM Central Controller to PG must be properly sized and 
provisioned for bandwidth and QoS. Cisco provides a partner tool called the VRU Peripheral 
Gateway to Unified ICM Central Controller Bandwidth Calculator to assist in calculating the VRU 
PG-to-Unified ICM bandwidth requirement. This tool is available (with valid Cisco Partner login 
authentication) at

If the communication link between the PG and the Unified ICM Central Controller is lost, then all 
contact center routing for calls at that site is lost. Therefore, it is important that a fault-tolerant WAN 
is implemented. Even when a fault-tolerant WAN is implemented, it is important to identify 
contingency plans for call treatment and routing when communication is lost between the Unified 
ICM Central Controller and PG.

Latency between Unified ICM Central Controllers and remote PGs cannot exceed 200 ms one way 
(400 ms round-trip)

Unified CVP queues and treats calls on the remote gateways, eliminating the need to terminate the voice 
bearer traffic at the central site. Unified CVP servers may be located at the central site or distributed to 
remote sites. WAN bandwidth must still be provisioned for transfers and conferences that involve agents 
at other locations.

Unlike Unified IP IVR, with Unified CVP the call legs are torn down and reconnected, avoiding 
signaling hairpins. With Unified IP IVR, two separate call signaling control paths will remain intact 
between the two clusters (producing logical hairpinning and reducing the number of intercluster trunks 
by two).

Transfers within a site function just like a single-site transfer. Transfers between Unified CM clusters 
use either the VoIP WAN or a PSTN service. 

If the VoIP WAN is used, sufficient intercluster trunks must be configured. An alternative to using the 
VoIP WAN for routing calls between sites is to use a 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. Another alternative is to have the Unified CM cluster at Site 1 make 
an outbound call back to the PSTN. The PSTN would then route the call to Site 2, but the call would use 
two voice gateway ports at Site 1 for the remainder of the call.

The Unified CCE System PG is not a good fit for this model because it does not support Unified CVP 
for queuing, and the IVR PIMs on the Unified CCE System PG would go unused.