Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
IPT: Centralized Voice Gateways
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IPT: Multi-Site with Centralized Call Processing
If an enterprise has small remote sites or offices in a metropolitan area where it is not efficient to place
call processing servers or voice gateways, then this model is most appropriate. As sites become larger or
more geographically dispersed, use of distributed voice gateways might be a better option.
Figure 2-2 illustrates this model using a System Unified CCE deployment.
Figure 2-2 Multi-Site Deployment with Centralized Call Processing and Centralized Voice Gateways
System IPCC
Central Controller
Advantages
PG/CTI
PG/CTI
Agent Controller
Agent
IP-IVR
IP
PSTN
V
VoIP WAN
Signaling/CTI
IP Voice
TDM Voice
CallManager Cluster
M
Only a small data switch and router, IP phones, and agent desktops are needed at remote sites where
only a few agents exist, and only limited system and network management skills are required at
remote sites.
No PSTN trunks are required directly into these small remote sites and offices, except for local
POTS lines for emergency services (911) in the event of a loss of the WAN link.
PSTN trunks are used more efficiently because the trunks for small remote sites are aggregated.
Unified CCE Queue Points (Unified IP IVR or Unified CVP) are used more efficiently because all
Queue Points are aggregated.
No VoIP WAN bandwidth is used while calls are queuing (initial or subsequent). Calls are extended
over the WAN only when there is an agent available for the caller.
M
M M
AW/HDS
Admin Controller
Agent
M
IP
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Cisco Unified Contact Center Enterprise 7.x SRND
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