Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
Parent/Child
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General Deployment Options
However, if the deployment that is being installed falls within the parameters required by System Unified
CCE, there are several benefits:
Streamlined installation — You can install and configure System Unified CCE as a single unit rather
than having to install and configure each component separately.
Web-based administration for both registry and database configuration — All configuration is done
through the web interface, so it is no longer necessary to run local setup to change registry
configuration.
Certified configurations that have been tested to work together
For a large number of Unified CCE customers, System Unified CCE will meet their requirements and
provide benefits of simpler installation and administration. For customers with more complex
requirements, traditional Unified CCE is supported with manual installation and administration using
Unified ICM Setup and Unified ICM Configuration Manager. For those configurations that System
Unified CCE does fit, the reduced deployment time and ease of administration provide significant
benefits.
Unified CCE Gateway PG allows Unified CCE or Unified CCX to appear as a traditional ACD connected
to the Unified ICM system. Unified CCE Gateway PG does this by providing a PG to the Unified ICM
system that communicates to the CTI interface of Unified CCE System PG or Unified CCX/CRS.
When Unified CCE Gateway PG is used in a deployment, its relationship of Unified ICM is termed a
parent and Unified CCE is called the child:
Parent
The Unified ICM system that serves as the network or enterprise routing point. The child looks like
an ACD to the parent, which uses the appropriate Unified CCE Gateway PG (Enterprise or Express)
to communicate to the CTI interface on the child Unified CCE. The parent can perform all functions
that a Unified ICM can usually perform, including pre- and post-routing and end-to-end call tracking
using translation routes.
Child
The Unified CCE System PG or Unified CCX system that is set up to function as an ACD. The child
can receive calls that are translation-routed from the parent, but it is not aware of any other
peripherals attached to the parent. The child can also post-route calls from the Unified CCE to the
parent, where the call can be handled like any other Unified ICM call. For example, the call could
be translation-routed to any (TDM or IP) ACD controlled by the Unified ICM or queued in the
Unified ICM network queue point with Unified CVP.
In the parent/child model, the child Unified CCE is configured to function completely on its own and
does not need the connection to the parent to route calls to agents. This independence provides complete
local survivability for mission-critical contact centers if the network between the child and parent goes
down or if there is a problem with the parent or the Unified CCE Gateway PG connection. Configuration
objects entered into the child system can automatically be sent to the parent Unified ICM and inserted
into the Unified ICM configuration, thus eliminating the need to configure objects twice, once in the
local ACD and again to match the configuration in the Unified ICM itself for routing and reporting. This
functionality can also be turned off for situations where the customer does not want automatic
configuration updates, such as with an outsourcer using the Unified CCE child system where not all of
the agents, skill groups, and call types on that child system apply to the customer's Unified ICM system.
Cisco Unified Contact Center Enterprise 7.x SRND
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