Cisco Cisco Unified Contact Center Management Portal 11.5(1) Leaflet
12-4
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 12 Bandwidth Provisioning and QoS Considerations
Unified CCE Network Architecture Overview
Figure 12-1
Example of Public and Private Network Segments for a Unified CCE System
The following notes apply to
•
The private network carries Unified ICM traffic between duplexed sides of the Central Controller
or a PG pair. This traffic consists primarily of synchronized data and control messages, and it also
conveys the state transfer necessary to re-synchronize duplexed sides when recovering from an
isolated state. When deployed over a WAN, the private network is critical to the overall
responsiveness of Cisco Unified ICM. It must meet aggressive latency requirements and, therefore,
either IP-based priority queueing or QoS must be used on the private network links.
or a PG pair. This traffic consists primarily of synchronized data and control messages, and it also
conveys the state transfer necessary to re-synchronize duplexed sides when recovering from an
isolated state. When deployed over a WAN, the private network is critical to the overall
responsiveness of Cisco Unified ICM. It must meet aggressive latency requirements and, therefore,
either IP-based priority queueing or QoS must be used on the private network links.
•
The public network carries traffic between the Central Controller and call centers (PGs and AWs).
The public network can also serve as a Central Controller alternate path, used to determine which
side of the Central Controller should retain control in the event that the two sides become isolated
from one another. The public network is never used to carry synchronization control traffic. Public
network WAN links must also have adequate bandwidth to support the PGs and AWs at the call
center. The IP routers in the public network must use either IP-based priority queuing or QoS to
ensure that Unified ICM traffic classes are processed within acceptable tolerances for both latency
and jitter.
The public network can also serve as a Central Controller alternate path, used to determine which
side of the Central Controller should retain control in the event that the two sides become isolated
from one another. The public network is never used to carry synchronization control traffic. Public
network WAN links must also have adequate bandwidth to support the PGs and AWs at the call
center. The IP routers in the public network must use either IP-based priority queuing or QoS to
ensure that Unified ICM traffic classes are processed within acceptable tolerances for both latency
and jitter.
•
Call centers (PGs and AWs) local to one side of the Central Controller connect to the local Central
Controller side via the public Ethernet, and to the remote Central Controller side over public WAN
links. This arrangement requires that the public WAN network must provide connectivity between
side A and side B. Bridges may optionally be deployed to isolate PGs and AWs from the Central
Controller LAN segment to enhance protection against LAN outages.
Controller side via the public Ethernet, and to the remote Central Controller side over public WAN
links. This arrangement requires that the public WAN network must provide connectivity between
side A and side B. Bridges may optionally be deployed to isolate PGs and AWs from the Central
Controller LAN segment to enhance protection against LAN outages.
•
To achieve the required fault tolerance, the private WAN link must be fully independent from the
public WAN links (separate IP routers, network segments or paths, and so forth). Independent WAN
links ensure that any single point of failure is truly isolated between public and private networks.
Additionally, public network WAN segments traversing a routed network must be deployed so that
public WAN links (separate IP routers, network segments or paths, and so forth). Independent WAN
links ensure that any single point of failure is truly isolated between public and private networks.
Additionally, public network WAN segments traversing a routed network must be deployed so that
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Center Controller Site
Private Network
Public Network
PG Site Private Network
Central
Controller A
Central
Controller B
PG A
PG B