Cisco Unified Contact Center Enterprise Solution Reference ...

IPT: Single Site
2-8
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
Also not specified in this model is the specific data switching infrastructure required for the LAN, the
type of voice gateways, or the number of voice gateways and trunks. Cisco campus design guides and
Cisco Unified Communications design guides are available to assist in the design of these components.
The chapter on Sizing Call Center Resources, page 8-1, discusses how to determine the number of
gateway ports.
Another variation in this model is to have the voice gateways connected to the line side of a PBX instead
of the PSTN. Connection to multiple PSTNs and a PBX all from the same single-site deployment is also
possible. For example, a deployment can have trunks from a local PSTN, a toll-free PSTN, and a
traditional PBX/ACD. For more information, see Traditional ACD Integration, page 2-39, and
Traditional IVR Integration, page 2-42.
This deployment model also does not specify the type of signaling (ISDN, MF, R1, and so on) to be used
between the PSTN and voice gateway or the specific signaling (H.323 or MGCP) to be used between the
voice gateway and Cisco Unified CallManager.
The amount of digital signal processor (DSP) resources required for placing calls on hold, consultative
transfers, and conferencing is also not specified in this model. For information on sizing of these
resources, refer to the latest version of the Cisco Unified Communications Solution Reference Network
Design (SRND) guide, available at
http://www.cisco.com/go/srnd
The main advantage of the single-site deployment model is that there is no WAN connectivity required.
Given that there is no WAN in this deployment model, there is generally no need to use G.729 or any
other compressed Real-Time Transport Protocol (RTP) stream, so transcoding would not be required.
Unified CCE: Unified CCE System PG
In this deployment model, the agent PG that is deployed is a Unified CCE System PG. Only a single
peripheral is needed to handle both the Cisco Unified CallManager and any Unified IP IVRs that may
exist. This peripheral unifies the appearances of the multiple PIMs and also handles load balancing calls
between multiple Unified IP IVRs.
IVR: Treatment and Queuing with Unified IP IVR
In this deployment model, all initial and subsequent queuing is done on the Unified IP IVR. Up to five
Unified IP IVRs can be deployed in this model (with the Unified CCE System PG). The Unified IP IVRs
are placed behind the Cisco Unified CallManager, using Cisco Unified CallManager's dial plan and call
switching under control of Unified CCE. All calls come into a CTI Route Point on Cisco Unified
CallManager, controlled by Unified CCE, and are then automatically translation-routed to the
Unified IP IVR by the Unified CCE System PG. The Unified CCE handles load balancing between
available Unified IP IVR ports, and configuring translation routes between the Unified IP IVR and
Cisco Unified CallManager is not needed.
In most cases, deployments using this model can also be handled by System Unified CCE.
IVR: Treatment and Queuing with Unified CVP
Although not usually deployed in a single-site model, the Unified CVP could be used to provide the call
treatment and queueing in this model as well. System Unified CCE does not support the use of
Unified CVP; therefore, the system would need to be installed using the traditional Unified CCE Setup
CD. The Unified CVP would have its own VRU PG, either loaded on the same server as the
Cisco Unified CallManager PG or part of a Generic PG combination. The web configuration tools would
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