Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 发行公告

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Cisco Unified Contact Center Express Solution Reference Network Design

Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager

Cisco Unified CCX Integration with Unified ICME Software

Note

This parent/child deployment is not supported when Cisco Unified CCX is integrated with Cisco Unified
CME.

Figure 2-8

shows one Cisco Unified ICME integration deployment scenario. In this scenario, the Cisco

Unified ICME routes and load balances calls between two Cisco Unified CCX 7.0 deployments. A
separate deployment of Cisco Unified IP IVR's is also included to demonstrate how additional IVR
capacity (beyond 300 IVR ports) could be added to a Cisco Unified CCX 7.0 deployment. The IVR PG
allows call data from IVR applications to be passed to Cisco Unified CCX agents at either site. The IVR
PG could also connect traditional IVR's (that are supported by the Cisco Unified ICME) to allow an
organization that has existing IVR applications to continue using those IVR applications.

Figure 2-8

Unified CCX Gateway Solution with Two Cisco Unified CCX Sites

Figure 2-9

shows another Cisco Unified ICME integration deployment scenario. In this scenario, the

Cisco Unified ICME routes and load balances calls between a Cisco Unified CCX 7.0 site, a Cisco
Unified CCE 7.x site, and a traditional ACD site. Call data for agent screen pop can be passed between
these sites via the Cisco Unified ICM.