Cisco Cisco IP Contact Center Release 4.6.1 Guia Do Desenho

If an enterprise has small remote sites or offices in a metropolitan area where it is not efficient to place 
call processing servers or voice gateways, then this model is most appropriate. As sites become larger or 
more geographically dispersed, use of distributed voice gateways might be a better option.

 illustrates this model using a System Unified CCE deployment.

Only a small data switch and router, IP phones, and agent desktops are needed at remote sites where 
only a few agents exist, and only limited system and network management skills are required at 
remote sites.

No PSTN trunks are required directly into these small remote sites and offices, except for local 
POTS lines for emergency services (911) in the event of a loss of the WAN link.

PSTN trunks are used more efficiently because the trunks for small remote sites are aggregated.

Unified CCE Queue Points (Unified IP IVR or Unified CVP) are used more efficiently because all 
Queue Points are aggregated.

No VoIP WAN bandwidth is used while calls are queuing (initial or subsequent). Calls are extended 
over the WAN only when there is an agent available for the caller.

Signaling/CTI

IP Voice

TDM Voice

143986

Unified CM Cluster

Agent

Agent

Unified System CCE

Central Controller

Administration and

WebView Reporting

Agent/IVR Controller