Cisco Cisco IP Contact Center Release 4.6.1 プリント
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 2 Deployment Models
Traditional ACD Integration
Advantages
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High-speed broadband enables cost-effective office applications.
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Site-to-site always-on VPN connection.
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Advanced security functions allow extension of the corporate LAN to the home office.
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Supports full range of converged desktop applications, including CTI data and high-quality voice.
Best Practices
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Minimum broadband speed supported is 256 kbps upload and 1.0 Mbps download for cable.
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Minimum broadband speed supported is 256 kbps upload and 1.4 Mbps download for ADSL.
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Agent workstation must have 500 MHz, 512 MB RAM or greater.
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IP phone must be configured to use G.711 on minimum broadband speeds.
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QoS is enabled only at the remote-agent router edge. Currently, service providers are not providing
QoS.
QoS.
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Enable security features on the remote-agent router.
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The Cisco 7200 VXR and Catalyst 6500 IPSec VPN Services Module (VPNSM) offer the best
LAN-to-LAN performance for agents.
LAN-to-LAN performance for agents.
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The remote agent’s home phone must be used for 911 calls.
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Redirect-on-no-answer (RONA) should be used when a remote agent is logged in and ready but is
unavailable to pick up a call.
unavailable to pick up a call.
Traditional ACD Integration
For enterprises that want to integrate traditional ACDs with their Unified CCE deployment, several
options exist. For enterprises that want to load-balance calls between a traditional ACD site and a
Unified CCE site, a pre-routing Network Interface Controller (NIC) could be added. (See
options exist. For enterprises that want to load-balance calls between a traditional ACD site and a
Unified CCE site, a pre-routing Network Interface Controller (NIC) could be added. (See
This requires that the Unified ICM have a NIC that supports the PSTN service provider. In this scenario,
the PSTN will query the Unified ICM Central Controller (via the NIC) to determine which site is best,
and the Unified ICM response back to the PSTN will instruct the PSTN where (which site) to deliver the
call. Any call data provided by the PSTN to the Unified ICM will be passed to the agent desktop
(traditional ACD or Unified CCE).
the PSTN will query the Unified ICM Central Controller (via the NIC) to determine which site is best,
and the Unified ICM response back to the PSTN will instruct the PSTN where (which site) to deliver the
call. Any call data provided by the PSTN to the Unified ICM will be passed to the agent desktop
(traditional ACD or Unified CCE).
In order to transfer calls between the two sites (ACD site and Unified CCE site), a PSTN transfer service
could be used. Use of a PSTN transfer service avoids any double trunking of calls at either site. An
alternative to using a PSTN transfer service is to deploy TDM voice circuits between the traditional ACD
and Unified CCE voice gateways. In that environment, any transfer of a call back to the original site will
result in double trunking between the two sites. Each additional transfer between sites will result in an
additional TDM voice circuit being utilized.
could be used. Use of a PSTN transfer service avoids any double trunking of calls at either site. An
alternative to using a PSTN transfer service is to deploy TDM voice circuits between the traditional ACD
and Unified CCE voice gateways. In that environment, any transfer of a call back to the original site will
result in double trunking between the two sites. Each additional transfer between sites will result in an
additional TDM voice circuit being utilized.