Cisco Cisco IP Contact Center Release 4.6.2 Dépliant
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
This configuration includes a Unified CM cluster at both the Atlanta and Austin sites and a single IP
IVR VRU in Atlanta. Cluster 1 handles the phone devices at the Atlanta site, while Cluster 2 handles the
ones at the Austin site. The RSM server is linked to the CTI OS servers of both clusters in order to track
all agents in the enterprise.
IVR VRU in Atlanta. Cluster 1 handles the phone devices at the Atlanta site, while Cluster 2 handles the
ones at the Austin site. The RSM server is linked to the CTI OS servers of both clusters in order to track
all agents in the enterprise.
As IP IVR is in use, a supervisor call to the RSM callflow will be routed to, and media-terminated on,
this IP IVR system over either the PSTN or IP WAN (as discussed previously). No VXML Gateway is
involved in this configuration, and all RSM-related HTTP interaction is confined to the Atlanta site,
between the RSM and IP IVR systems.
this IP IVR system over either the PSTN or IP WAN (as discussed previously). No VXML Gateway is
involved in this configuration, and all RSM-related HTTP interaction is confined to the Atlanta site,
between the RSM and IP IVR systems.
Because a Unified CM cluster now exists at the Austin site, several classes of data that RSM uses to track
environment state and initiate agent monitoring requests (CTI OS, AXL/SOAP, and JTAPI traffic) are
sent over the IP WAN.
environment state and initiate agent monitoring requests (CTI OS, AXL/SOAP, and JTAPI traffic) are
sent over the IP WAN.