Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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<strong>Unified</strong> CCE Network Architecture Overview<br />
<strong>Unified</strong> CCE Network Architecture Overview<br />
11-2<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Chapter 11 Bandwidth Provisioning and QoS Considerations<br />
<strong>Unified</strong> CCE is a distributed, resilient, and fault-tolerant network application that relies heavily on a<br />
network infrastructure with sufficient performance to meet the real-time data transfer requirements of<br />
the product. A properly designed <strong>Unified</strong> CCE network is characterized by proper bandwidth, low<br />
latency, and a prioritization scheme favoring specific UDP and TCP application traffic. These design<br />
requirements are necessary to ensure both the fault-tolerant message synchronization of specific<br />
duplexed <strong>Unified</strong> CCE nodes (Central Controller and Peripheral Gateway) as well as the delivery of<br />
time-sensitive system status data (agent states, call statistics, trunk information, and so forth) across the<br />
system. Expeditious delivery of PG data to the Central Controller is necessary for accurate call center<br />
state updates and fully accurate real-time reporting data.<br />
In a <strong>Cisco</strong> <strong>Unified</strong> Communications deployment, WAN and LAN traffic can be grouped into the<br />
following categories:<br />
Voice and video traffic<br />
Voice calls (voice carrier stream) consist of Real-Time Transport Protocol (RTP) packets that<br />
contain the actual voice samples between various endpoints such as PSTN gateway ports,<br />
<strong>Unified</strong> IP IVR Q-points (ports), and IP phones. This traffic includes voice streams of silently<br />
monitored and recorded agent calls.<br />
Call control traffic<br />
Call control consists of packets belonging to one of several protocols (H.323, MGCP, SCCP, or<br />
TAPI/JTAPI), according to the endpoints involved in the call. Call control functions include those<br />
used to set up, maintain, tear down, or redirect calls. For <strong>Unified</strong> CCE, control traffic includes<br />
routing and service control messages required to route voice calls to peripheral targets (such as<br />
agents, skill groups, or services) and other media termination resources (such as <strong>Unified</strong> IP IVR<br />
ports) as well as the real-time updates of peripheral resource status.<br />
Data traffic<br />
Data traffic can include normal traffic such as email, web activity, and CTI database application<br />
traffic sent to the agent desktops, such as screen pops and other priority data. <strong>Unified</strong> CCE priority<br />
data includes data associated with non-real-time system states, such as events involved in reporting<br />
and configuration updates.<br />
This chapter focuses primarily on the types of data flows and bandwidth used between a remote<br />
Peripheral Gateway (PG) and the <strong>Unified</strong> ICM Central Controller (CC), on the network path between<br />
sides A and B of a PG or of the Central Controller, and on the CTI flows between the desktop application<br />
and CTI OS and/or <strong>Cisco</strong> Agent Desktop servers. Guidelines and examples are presented to help<br />
estimate required bandwidth and to help implement a prioritization scheme for these WAN segments.<br />
The flows discussed encapsulate the latter two of the above three traffic groups. Because media (voice<br />
and video) streams are maintained primarily between <strong>Cisco</strong> <strong>Unified</strong> CallManager and its endpoints,<br />
voice and video provisioning is not addressed here.<br />
For bandwidth estimates for the voice RTP stream generated by the calls to <strong>Unified</strong> CCE agents and the<br />
associated call control traffic generated by the various protocols, refer to the <strong>Cisco</strong> <strong>Unified</strong><br />
Communications <strong>Solution</strong> <strong>Reference</strong> Network Design (SRND) guide, available at<br />
www.cisco.com/go/srnd<br />
Data traffic and other mission-critical traffic will vary according to the specific integration and<br />
deployment model used. For information on proper network design for data traffic, refer to the Network<br />
Infrastructure and Quality of Service (QoS) documentation available at<br />
www.cisco.com/go/srnd<br />
OL-8669-05