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
Figure 2-23
Integrating a Traditional ACD with a Unified CCE Site
An alternative to pre-routing calls from the PSTN is to have the PSTN deliver calls to just one site or to
split the calls across the two sites according to some set of static rules provisioned in the PSTN. When
the call arrives at either site, either the traditional ACD or the Unified CM will generate a route request
to the Unified ICM to determine which site is best for this call. If the call needs to be delivered to an
agent at the opposite site from where the call was originally routed, then TDM circuits between sites will
be required. Determination of where calls should be routed, and if and when they should be transferred
between sites, will depend upon the enterprise business environment, objectives, and cost components.
split the calls across the two sites according to some set of static rules provisioned in the PSTN. When
the call arrives at either site, either the traditional ACD or the Unified CM will generate a route request
to the Unified ICM to determine which site is best for this call. If the call needs to be delivered to an
agent at the opposite site from where the call was originally routed, then TDM circuits between sites will
be required. Determination of where calls should be routed, and if and when they should be transferred
between sites, will depend upon the enterprise business environment, objectives, and cost components.
Additionally, customers may choose to front-end all calls with the Unified CVP to provide initial call
treatment and queuing across both the TDM ACD and Unified CCE agents. (See
treatment and queuing across both the TDM ACD and Unified CCE agents. (See
PG/CTI
server
ICM Central
Controller
Unified CM
NIC
76612
IP phones and IPCC agent desktops
IP voice
TDM voice
CTI/Call
TDM voice
CTI/Call
control data
IP IVR
ACD
V
IP
IP
IP
M
PG/CTI
server
PSTN