Cisco Cisco IP Contact Center Release 4.6.2 Leaflet

transfer is intra-site or inter-site, using Take Back and Transfer (*8) or Transfer Connect. These transfer 
tones are played in-band over the voice path and must be played from a recorded file in Unified IP IVR 
or outpulsed as digits from Unified CVP.

Enterprises with multiple medium to large sites separated by large distances tend to prefer a distributed 
call processing model. In this model, each site has its own Unified CM cluster, treatment and queue 
points, PGs, and CTI Server. However, as with the centralized call processing model, sites could be 
deployed with or without local voice gateways. Some deployments may also contain a combination of 
distributed voice gateways (possibly for locally dialed calls) and centralized voice gateways (possibly 
for toll-free calls) as well as centralized or distributed treatment and queue points.

The Unified System CCE deployment models are not appropriate in this case because they are limited 
to a single Unified CM cluster. Alternatively, the Unified ICM Enterprise (parent) and Unified CCE 
(child) model would be appropriate to provide local, distributed call processing with a local Unified CM 
and Unified CCE at each site, controlled under a centralized Unified ICM Enterprise parent for 
enterprise-wide routing, reporting, and call control.

Regardless of how many sites are being deployed in this model, there will still be only one logical 
Unified ICM Central Controller. If the Unified ICM Central Controller is deployed with redundancy, 
sides A and B can be deployed side-by-side or geographically separated (remote redundancy). For 
details on remote redundancy, refer to the Unified ICM product documentation available at

This deployment model is a good choice if the company has multiple medium to large sites. In this 
model, voice gateways with PSTN trunks terminate into each site. Just as in the centralized call 
processing model with distributed voice gateways, it might be desirable to limit the routing of calls to 
agents within the site where the call arrived (to reduce WAN bandwidth). An analysis of benefits from 
customer service levels versus WAN costs is required to determine whether limiting calls within a site 
is recommended. 

 illustrates this model using a traditional Unified CCE deployment with the 

Unified CCE System PG.