Cisco Cisco IP Contact Center Release 4.6.2 Dépliant
2-27
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
routing for all calls within the enterprise.
•
The parent Unified ICM Central Controller provides the capability to create a single enterprise-wide
queue.
queue.
•
The parent Unified ICM Central Controller provides consolidated reporting for all sites.