Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
2-26
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
IPT: Multi-Site with Distributed Call Processing
Alternative: Parent/Child
An alternative to this deployment model is the parent/child deployment model with a child Unified CCE
at each of the distributed sites. This model has the advantage of being more tolerant of WAN outages,
and each site is completely survivable.
at each of the distributed sites. This model has the advantage of being more tolerant of WAN outages,
and each site is completely survivable.
shows this same model deployed using the
parent/child model.
Figure 2-7
Multi-Site Deployment with Distributed Call Processing and Parent/Child
In this design, there is a parent Unified ICM Enterprise system deployed with the Unified CVP and its
own Admin Workstation/HDS server. At each distributed site, there is a complete Unified System CCE
deployment using the small/medium model that loads both Central Controller and Agent/IVR Controller
on the system server. There is also a local Administration and WebView Reporting machine for the
Unified System CCE to perform configuration, scripting, and reporting tasks for that specific site. There
is a Unified CCE Gateway PG that connects the Unified System CCE to the Unified ICM parent, and it
is part of the Peripheral Gateways deployed on the parent Unified ICM.
own Admin Workstation/HDS server. At each distributed site, there is a complete Unified System CCE
deployment using the small/medium model that loads both Central Controller and Agent/IVR Controller
on the system server. There is also a local Administration and WebView Reporting machine for the
Unified System CCE to perform configuration, scripting, and reporting tasks for that specific site. There
is a Unified CCE Gateway PG that connects the Unified System CCE to the Unified ICM parent, and it
is part of the Peripheral Gateways deployed on the parent Unified ICM.
In this design, the local Unified System CCE deployments act as their own local IP ACDs with no
visibility to any of the other sites in the system. Users at Site 1 cannot see any of the calls or reports from
Site 2 in this model. Only the Unified ICM Enterprise parent system has visibility to all activity at all
sites connected to the Unified ICM Enterprise system.
visibility to any of the other sites in the system. Users at Site 1 cannot see any of the calls or reports from
Site 2 in this model. Only the Unified ICM Enterprise parent system has visibility to all activity at all
sites connected to the Unified ICM Enterprise system.
The Unified CVP at the Unified ICM parent site is used to control the calls coming into the distributed
sites, providing local call queueing and treatment in the VoiceXML Browser in the voice gateway. The
local Unified IP IVR servers are used only for a local backup if the connection from these voice
sites, providing local call queueing and treatment in the VoiceXML Browser in the voice gateway. The
local Unified IP IVR servers are used only for a local backup if the connection from these voice
Signaling/CTI
IP Voice
TDM Voice
AW/HDS
AW/HDS
Administration and
WebView Reporting
Administration and
WebView Reporting
143989
Unified CM
Cluster 1
PSTN
M
M
M
M
M
IVR
AW/HDS
Agent
VoIP WAN
IP
Agent
IP
V
V
Unified CM
Cluster 2
M
M
M
M
M
IVR
ICM Enterprise Parent
Central Controller
Unified CCE Gateway
PG
PG
Unified System CCE
Central Controller/
Agent Controller
Unified CCE Gateway
PG
PG
Unified System CCE
Central Controller/
Agent Controller
CVP
PG
CVP Call
Controller
CVP PG