Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide

doing network queuing from the ICM Enterprise parent. This deployment also provides the
ability for each child IPCC Enterprise to route calls incoming to those sites through Voice
Gateways (not shown in the figure) that are not related to the parent ICM, thus ensuring that
call center operations continue if the WAN connection is not reliable. It also accommodates the
phasing-in of IPCC Enterprise deployments alongside TDM ACDs. This deployment also allows
(identical to TDM) post and translation routing from one child to another through the parent.
This includes transfers, consults, and so forth.

Figure 4: Single ICM Parent with Multiple IPCC Enterprise children

Note:

•

This deployment also allows an existing ICM (parent) to coordinate the outsourcing of calls
to a Service bureau ( Provider sites shown in the figure)

•

Although not shown in the figure, this deployment could be expanded.

Here are other options:

–

It could also route unrelated calls between the two provider sites from the PSTN network
through its own Network Interface Controller (NIC). Note that this NIC is not illustrated
in the diagram.

–

Separate IPCC Enterprise and IPCC Express sites could be connected to the parent ICM
through IPCC Gateway PGs.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)