Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
2-15
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
IPT: Multi-Site with Centralized Call Processing
The Agent peripheral (either the Unified CCE System peripheral or the Enterprise Unified CCE
peripheral) will generate a route request to the Unified ICM router. The Unified ICM router will match
the dialed number to a call type and activate the appropriate routing script. The routing script looks for
an available specialist.
peripheral) will generate a route request to the Unified ICM router. The Unified ICM router will match
the dialed number to a call type and activate the appropriate routing script. The routing script looks for
an available specialist.
If a target agent (specialist) is available to receive the transferred call, then the Unified ICM router will
return the appropriate label to the requesting routing client (the Agent peripheral). In this scenario, the
label is typically just the extension of the phone where the target agent is currently logged in. Upon
receiving the route response (label), the Unified CM PIM will then initiate the transfer by sending a
JTAPI transfer request to the Unified CM.
return the appropriate label to the requesting routing client (the Agent peripheral). In this scenario, the
label is typically just the extension of the phone where the target agent is currently logged in. Upon
receiving the route response (label), the Unified CM PIM will then initiate the transfer by sending a
JTAPI transfer request to the Unified CM.
At the same time that the label is returned to the routing client, pre-call data (which includes any call
data that has been collected for this call) is delivered to the peripheral target. In this scenario, the routing
client and peripheral target are the same Agent peripheral. This is because the transferring agent and the
target agent are both associated with the same peripheral. In some of the more complex scenarios to be
discussed in later sections, sometimes the routing client and peripheral target are not the same.
data that has been collected for this call) is delivered to the peripheral target. In this scenario, the routing
client and peripheral target are the same Agent peripheral. This is because the transferring agent and the
target agent are both associated with the same peripheral. In some of the more complex scenarios to be
discussed in later sections, sometimes the routing client and peripheral target are not the same.
If a target agent is not available to receive the transferred call, then the Unified ICM routing script is
typically configured to transfer the call to an IVR so that queue treatment can be provided. In this
scenario the logic in the Unified CCE System PG differs from the logic in the Unified CCE PG if the
IP-IVR variant is used.
typically configured to transfer the call to an IVR so that queue treatment can be provided. In this
scenario the logic in the Unified CCE System PG differs from the logic in the Unified CCE PG if the
IP-IVR variant is used.
In both cases the label is a dialed number that will instruct the Unified CM to transfer the call to an IVR.
The translation-route or correlationID is not needed when using the Unified CCE System peripheral but
is needed when deploying Unified CVP.
The translation-route or correlationID is not needed when using the Unified CCE System peripheral but
is needed when deploying Unified CVP.
IPT: Multi-Site with Centralized Call Processing
A multi-site deployment with centralized call processing refers to any scenario where call processing
servers (Unified CM, Unified ICM, and Unified IP IVR or Unified CVP) are located at the same site,
while any combination of voice gateways, agents, desktops, and phones are located remotely across a
WAN link or centrally.
servers (Unified CM, Unified ICM, and Unified IP IVR or Unified CVP) are located at the same site,
while any combination of voice gateways, agents, desktops, and phones are located remotely across a
WAN link or centrally.
illustrates this type of deployment.
There are two variations of this IPT model:
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IPT: Centralized Voice Gateways
If an enterprise has small remote sites or offices in a metropolitan area where it is not efficient to place
call processing servers or voice gateways, then this model is most appropriate. As sites become larger
or more geographically dispersed, use of distributed voice gateways might be a better option.
call processing servers or voice gateways, then this model is most appropriate. As sites become larger
or more geographically dispersed, use of distributed voice gateways might be a better option.
illustrates this model using a Unified System CCE deployment. The illustration shows the
deployment using IP-IVR, but it could also use Unified CVP instead of IP-IVR.