Cisco Cisco IP Contact Center Release 4.6.2 Dépliant

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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2      Deployment Models
IPT: Multi-Site with Distributed Call Processing
gateways is lost to the parent Unified CVP Call Control server. The local Unified IP IVR also provides 
local queue treatment for calls that are not answered by the local agents (RONA), rather than sending 
the call back to the Unified CVP to be re-queued.
The child Unified System CCE deployments can also transfer calls across the system between the sites 
using Unified ICM post-routing by the Unified CCE Gateway PG. The Unified CCE Gateway PG allows 
the child Unified System CCE to ask the Unified ICM to transfer a call to the best agent at another site 
or to queue it centrally for the next available agent.
Unlike traditional Unified CCE models with distributed Unified CM Peripheral Gateways, the 
parent/child model provides for complete local redundancy at the contact center site. The local Unified 
System CCE will take over call processing for inbound calls from the Unified CVP gateways and 
provide local call queueing and treatment in the local Unified IP IVR. This is an excellent design for call 
center sites that require complete redundancy or 100% up-time and that cannot be down because of a 
WAN failure.
This design is a good approach for customers who have Unified ICM already installed with their TDM 
ACD platforms and who want either to add new sites with Unified CCE or to convert an existing site to 
Unified CCE. It allows the Unified ICM to continue performing enterprise-wide routing and reporting 
across all of the sites while inserting new Unified CCE technology on a site-by-site basis.
Note also that Unified CVP could be both at the parent and child given that Unified System CCE now 
allows Unified CVP in its deployment. This is virtually identical to Unified CVP at the parent and 
IP-IVR at the child from a call flow perspective. One key difference, though, is that information on 
queued calls at the child Unified CVP will not be available at the parent (through the Gateway PG), as 
is the case if IP-IVR is used. This means that minimum expected delay (MED) over services cannot be 
used.
Advantages
Unified CVP provides a virtual network queue across all the distributed sites controlled by the 
parent Unified ICM. The parent Unified ICM has visibility into all the distributed sites and will send 
the call to the next available agent from the virtual queue. 
Each distributed site can scale up to the maximum number of supported agents on a single Unified 
System CCE deployment. Multiple Unified System CCE Central Controllers can be connected to a 
single Unified CM cluster to scale up to the maximum number of supported agents per cluster. The 
Unified System CCEs are connected to the parent Unified ICM using the Unified CCE Gateway PG 
on the parent Unified ICM, which can scale up to the maximum number of supported agents per 
parent Unified ICM Enterprise system. 
All or most VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN 
shown in 
 would be required for voice calls to be transferred across sites. Use of a PSTN 
transfer service (for example, Take Back and Transfer or Transfer Connect) 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 based on agent or Unified CVP session 
availability and to route calls 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
The parent Unified ICM Central Controller provides centralized management for configuration of 
routing for all calls within the enterprise.
The parent Unified ICM Central Controller provides the capability to create a single enterprise-wide 
queue.
The parent Unified ICM Central Controller provides consolidated reporting for all sites.