Cisco Cisco IP Contact Center Release 4.6.2 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
IPT: Clustering Over the WAN
Centralized Voice Gateways with Centralized Call Treatment and Queuing
Using Unified IP IVR
Using Unified IP IVR
In this model, the voice gateways are located in the central sites. Unified IP IVR is centrally located and
used for treatment and queuing on each side.
used for treatment and queuing on each side.
illustrates this model.
Figure 2-15
Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified IP IVR
Advantages
•
Component location and administration are centralized.
•
Calls are treated and queued locally, eliminating the need for queuing across a WAN connection.
Best Practices
•
WAN connections to agent sites must be provisioned with bandwidth for voice as well as control
and CTI. See
and CTI. See
more information.
•
Local voice gateway might be needed at remote sites for local out-calling and 911. For more
information, refer to the Cisco Unified Communications Solution Reference Network Design
(SRND) guide, available at
information, refer to the Cisco Unified Communications Solution Reference Network Design
(SRND) guide, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_g
uides_list.html
uides_list.html
•
Central site outages would include loss of half of the ingress gateways, assuming a balanced
deployment. Gateways and IVRs must be scaled to handle the full load in both sites if one site fails.
deployment. Gateways and IVRs must be scaled to handle the full load in both sites if one site fails.
ICCS
ICM Public
ICM Private
1
2
3
Site 1
Site 2
Highly
Available
WAN
CTIOS 1A
126025
V
PSTN
IVR 1
ICM
A
PG 1A
M
M
M
PG 2A
4
5
CTIOS 1B
V
IVR 2
ICM
B
PG 1B
M
M
PG 2B
PSTN
WAN
Remote Agent Site
IP