Cisco Unified Contact Center Enterprise Solution Reference ...

OL-8669-05
Deployment Models
CHAPTER
Cisco Unified Contact Center Enterprise 7.x SRND
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There are numerous ways that Unified CCE can be deployed, but the deployments can generally be
categorized into the following major types or models:
Single Site
Multi-Site Centralized Call Processing
Multi-Site Distributed Call Processing
Clustering over the WAN
Many variations or combinations of these deployment models are possible. The primary factors that
cause variations within these models are as follows:
Locations of Unified CCE servers
Locations of voice gateways
Choice of inter-exchange carrier (IXC) or local exchange carrier (LEC) trunks
Pre-routing availability
IVR queuing platform and location
Transfers
Traditional ACD, PBX, and IVR integration
Sizing
Redundancy
This chapter discusses the impact of these factors (except for sizing) on the selection of a design. With
each deployment model, this chapter also lists considerations and risks that must be evaluated using a
cost/benefit analysis. Scenarios that best fit a particular deployment model are also noted.
In this chapter, section titles are prefaced by the type of factor discussed in the section. The factors are
classified into the following categories:
IPT — Cisco Unified Communications deployment factors (how Cisco Unified CallManager and
the voice gateways are deployed)
Unified CCE — Unified CCE and Unified ICM deployment factors (such as what PG is used)
IVR — IVR and queuing deployment factors (if Unified CVP or Unified IP IVR is used)
A combination of these deployment models is also possible. For example, a multi-site deployment may
have some sites that use centralized call processing (probably small sites) and some sites that use
distributed call processing (probably larger sites). Examples of scenarios where combinations are likely
are identified within each section.
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