Cisco Cisco IP Contact Center Release 4.6.1 Guide De Conception

As with the previous models, many options are possible. The number and type of Unified ICM Servers, 
Unified CM servers, and Unified CVP servers can vary. LAN/WAN infrastructure, voice gateways, 
PSTN trunks, redundancy, and so forth, are also variable within this deployment model. Central 
processing and gateways may be added for self-service, toll-free calls and support for smaller sites. In 
addition, the use of a pre-routing PSTN Network Interface Controller (NIC) is also an option.

Unified CVP Servers can be located either centrally or remotely. Call treatment and queuing will 
still be distributed, executing on the local gateway, regardless of Unified CVP server location. 
Unified CVP is shown centrally located in 

Each independent site can scale to support up to 2,000 concurrent agents per Unified CM cluster, 
and there is no software limit to the number of sites that can be combined by the Unified ICM 
Central Controller to produce a single enterprise-wide contact center with up to 6,000 concurrent 
agents across the entire system.

All or most VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN 
would be required for voice calls to be transferred across sites. Use of a PSTN transfer service (for 
example, Takeback N Transfer) could eliminate that need. If desired, a small portion of calls arriving 
at a particular site can be queued for agent resources at other sites to improve customer service 
levels.

Unified ICM pre-routing can be used to load-balance calls and route them to the best site to reduce 
WAN usage for VoIP traffic.

Failure at any one site has no impact on operations at another site.

Each site can be sized according to the requirements for that site.

Signaling/CTI

IP Voice

TDM Voice

143990

Unified CM Cluster 1

Agent

Agent

Unified CM Cluster 2

ICM