Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
Unified CCE: Transfers
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IPT: Multi-Site with Centralized Call Processing
Transfers in this scenario are, from the point of view of the contact center, the same as in the single-site
scenario. Therefore, the same call and message flows will occur as in the single-site model, whether the
transferring agent is on the same LAN as the target or on a different LAN. The only differences are that
QoS must be enabled and that appropriate LAN/WAN routing must be established. For details on
provisioning your WAN with QoS, refer to the latest version of the Cisco Network Infrastructure Quality
of Service Design guide, available at
http://www.cisco.com/go/srnd
During consultative transfers where the agent (not the caller) is routed to a Unified IP IVR port for
queuing treatment, transcoding is required because the Unified IP IVR can generate only G.711 media
streams.
IPT: Distributed Voice Gateways
A variation of the centralized call processing model can include multiple ingress voice gateway
locations. This distributed voice gateway model might be appropriate for a company with many small
sites, each requiring local PSTN trunks for incoming calls. This model provides local PSTN connectivity
for local calling and access to local emergency services. Figure 2-3 illustrates this model.
Figure 2-3 Multi-Site Deployment with Centralized Call Processing and Distributed Voice Gateways
Agent
ICM
PG/CTI
PG/CTI
IVR/CVP
IP
PSTN
V
VoIP WAN
Signaling/CTI
IP Voice
TDM Voice
CallManager Cluster
M
M
M M
AW/HDS
M
Agent
IP
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Cisco Unified Contact Center Enterprise 7.x SRND
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