Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
2-7
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
General Deployment Options
Parent/Child
Unified CCE Gateway PG allows Unified CCE or Unified CCX to appear as a traditional ACD
connected to the Unified ICM system. Unified CCE Gateway PG does this by providing a PG to the
Unified ICM system that communicates to the CTI interface of Unified CCE System PG or
Unified CCX.
connected to the Unified ICM system. Unified CCE Gateway PG does this by providing a PG to the
Unified ICM system that communicates to the CTI interface of Unified CCE System PG or
Unified CCX.
When Unified CCE Gateway PG is used in a deployment, its relationship of Unified ICM is termed a
parent and Unified CCE is called the child:
parent and Unified CCE is called the child:
•
Parent
The Unified ICM system that serves as the network or enterprise routing point. The child looks like
an ACD to the parent, which uses the appropriate Unified CCE Gateway PG (Enterprise or Express)
to communicate to the CTI interface on the child Unified CCE. The parent can perform all functions
that a Unified ICM can usually perform, including pre- and post-routing and end-to-end call tracking
using translation routes. However, if Unified CVP is used on the child system to queue calls, the
parent system will not have visibility of these queued calls and therefore will not be able to compute
average wait time or any other statistic based on queuing time.
an ACD to the parent, which uses the appropriate Unified CCE Gateway PG (Enterprise or Express)
to communicate to the CTI interface on the child Unified CCE. The parent can perform all functions
that a Unified ICM can usually perform, including pre- and post-routing and end-to-end call tracking
using translation routes. However, if Unified CVP is used on the child system to queue calls, the
parent system will not have visibility of these queued calls and therefore will not be able to compute
average wait time or any other statistic based on queuing time.
•
Child
The Unified CCE System PG or Unified CCX system that is set up to function as an ACD. The child
can receive calls that are translation-routed from the parent, but it is not aware of any other
peripherals attached to the parent. The child can also post-route calls from the Unified CCE to the
parent, where the call can be handled like any other Unified ICM call. For example, the call could
be translation-routed to any (TDM or IP) ACD controlled by the Unified ICM or queued in the
Unified ICM network queue point with Unified CVP.
can receive calls that are translation-routed from the parent, but it is not aware of any other
peripherals attached to the parent. The child can also post-route calls from the Unified CCE to the
parent, where the call can be handled like any other Unified ICM call. For example, the call could
be translation-routed to any (TDM or IP) ACD controlled by the Unified ICM or queued in the
Unified ICM network queue point with Unified CVP.
In the parent/child model, the child Unified CCE is configured to function completely on its own and
does not need the connection to the parent to route calls to agents. This independence provides complete
local survivability for mission-critical contact centers if the network between the child and parent goes
down or if there is a problem with the parent or the Unified CCE Gateway PG connection. Configuration
objects entered into the child system can automatically be sent to the parent Unified ICM and inserted
into the Unified ICM configuration, thus eliminating the need to configure objects twice, once in the
local ACD and again to match the configuration in the Unified ICM itself for routing and reporting. This
functionality can also be turned off for situations where the customer does not want automatic
configuration updates, such as with an outsourcer using the Unified CCE child system where not all of
the agents, skill groups, and call types on that child system apply to the customer's Unified ICM system.
does not need the connection to the parent to route calls to agents. This independence provides complete
local survivability for mission-critical contact centers if the network between the child and parent goes
down or if there is a problem with the parent or the Unified CCE Gateway PG connection. Configuration
objects entered into the child system can automatically be sent to the parent Unified ICM and inserted
into the Unified ICM configuration, thus eliminating the need to configure objects twice, once in the
local ACD and again to match the configuration in the Unified ICM itself for routing and reporting. This
functionality can also be turned off for situations where the customer does not want automatic
configuration updates, such as with an outsourcer using the Unified CCE child system where not all of
the agents, skill groups, and call types on that child system apply to the customer's Unified ICM system.
The Unified CCE Gateway PG can connect only to a Unified CCE child that is using the Unified CCE
System PG or to Unified CCX 4.0x or later release. If the Unified CCE child has multiple Unified CCE
System PGs and peripherals, a separate Unified CCE Gateways PG peripheral must be installed and
configured for each one in the Unified ICM parent system. A Unified CCE Gateway PG can manage
multiple child Unified CCE peripherals, with up to five child systems.
System PG or to Unified CCX 4.0x or later release. If the Unified CCE child has multiple Unified CCE
System PGs and peripherals, a separate Unified CCE Gateways PG peripheral must be installed and
configured for each one in the Unified ICM parent system. A Unified CCE Gateway PG can manage
multiple child Unified CCE peripherals, with up to five child systems.
In the Unified CCE child, either IP IVR or Unified CVP could be deployed for call treatment and
queuing. If Unified CVP is deployed, an additional VRU PG must be configured, and this model does
not follow the single peripheral model used when IP IVR is deployed. For this reason, information on
calls queued at the child (and queue time of call) is not available on the parent, so any computation
involving queue time will be inaccurate (for example, minimum expected delay (MED) and average
answer wait time).
queuing. If Unified CVP is deployed, an additional VRU PG must be configured, and this model does
not follow the single peripheral model used when IP IVR is deployed. For this reason, information on
calls queued at the child (and queue time of call) is not available on the parent, so any computation
involving queue time will be inaccurate (for example, minimum expected delay (MED) and average
answer wait time).
Special Note on Network Consultative Transfer (NCT) for Parent/Child Systems
One restriction of parent/child is that calls terminating on child systems cannot be transferred via
network consultative transfer (NCT) through the NIC or any other routing client on the parent. Although
NCT works for TDM ACDs, and at first glance parent/child seems virtually identical in architecture,
network consultative transfer (NCT) through the NIC or any other routing client on the parent. Although
NCT works for TDM ACDs, and at first glance parent/child seems virtually identical in architecture,