Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
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Cisco Unified Contact Center Enterprise 7.x SRND
IPT: Single Site
not be available in this model, so all configuration would be done using the ConfigManager application
on the Unified ICM Admin Workstation directly. Additionally, because Unified CVP is not part of the
Unified CCE System PG peripheral, translation routes must be configured to transfer calls with call data
between the peripherals.
In this deployment model, all initial and subsequent queuing is done using Unified CVP. A single server
may be used, with all Unified CVP processes co-located on that server. Multiple servers, on the other
hand, allow scaling and redundancy. For more information about redundancy, see the chapter on Design
Considerations for High Availability, page 3-1.
For more information about Unified CVP, refer to the Cisco Unified Customer Voice Portal Solution
Reference Network Design (SRND), available at
http://www.cisco.com/go/srnd
Unified CCE: Enterprise Unified CCE PG
In these deployment models the Enterprise Unified CCE peripheral is used to handle interactions with
the Cisco Unified CallManager, and a separately configured VRU peripheral is used to handle
interactions with the Unified IP IVR or Unified CVP. System Unified CCE does not support the use of
the Enterprise Unified CCE PG; therefore, the system would have to be installed using the traditional
Unified CCE Setup CD. This means that the web configuration tools are not available in these scenarios.
IVR: Treatment and Queuing with Unified IP IVR
In this deployment model, all initial and subsequent queuing is done on the Unified IP IVR. If multiple
Unified IP IVRs are deployed, the Unified ICM should be used to load-balance calls across those
Unified IP IVRs. Translation routes must be configured manually between the Cisco Unified
CallManager peripheral and the Unified IP IVR peripheral(s) and used to move calls and data between
Cisco Unified CallManager and the Unified IP IVRs. Load balancing is done manually in the
Translation Route To VRU node in the Unified CCE call routing script.
IVR: Treatment and Queuing with Unified CVP
Although not usually deployed in a single-site model, Unified CVP could be used to provide the call
treatment and queuing in this model as well. 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.
In this deployment model, all initial and subsequent queuing is done using Unified CVP. A single server
may be used, with all Unified CVP processes co-located on that server. Multiple servers, on the other
hand, allow scaling and redundancy. For more information about redundancy, see the chapter on Design
Considerations for High Availability, page 3-1.
For more information about Unified CVP, refer to the Cisco Unified Customer Voice Portal Solution
Reference Network Design (SRND), available at
http://www.cisco.com/go/srnd
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