Cisco Unified Contact Center Enterprise Solution Reference ...

IPT: Multi-Site with Distributed Call Processing
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
Figure 2-4 Multi-Site Deployment with Distributed Call Processing and Distributed Voice Gateways with Unified IP IVR
M
M
M M
PG
IPCC System PG
(CCM/IP-IVR)
M
CallManager Cluster 1
IPCC Enterprise
Central Controller
IVR
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Agent
IP
VoIP WAN
PSTN
Signaling/CTI
IP Voice
TDM Voice
AW/HDS
PG/CTI
IVR PG
Agent
As with the previous models, many options are possible. The number and type of Unified ICM Servers,
Cisco Unified CallManager servers, and Unified IP IVR servers can vary. LAN/WAN infrastructure,
voice gateways, PSTN trunks, redundancy, and so forth are also variable within this deployment model.
Central processing and gateways may be added for self-service, toll-free calls and support for smaller
sites. In addition, the use of a pre-routing PSTN Network Interface Controller (NIC) is also an option.
Advantages
Scalability — Each independent site can scale up to the maximum number of supported agents per
Cisco Unified CallManager cluster, and there is no software limit to the number of sites that can be
combined by the Unified ICM Central Controller to produce a single enterprise-wide contact center,
provided that the total concurrent agent count is less than the maximum supported agent count in a
Unified CCE System. For scalability and sizing information, see Sizing Unified CCE Components
and Servers, page 9-1.
All or most VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN
shown in Figure 2-4 would be required for voice calls to be transferred across sites. Use of a PSTN
transfer service (for example, Take Back and Transfer or Transfer Connect) could eliminate that
need. If desired, a small portion of calls arriving at a particular site can be queued for agent resources
at other sites to improve customer service levels.
Unified ICM pre-routing can be used to load-balance calls based on agent or Unified IP IVR port
availability to the best site to reduce WAN usage for VoIP traffic.
Failure at any one site has no impact on operations at another site.
Each site can be sized according to the requirements for that site
The Unified ICM Central Controller provides centralized management for configuration of routing
for all calls within the enterprise.
V
IP
IPCC System PG
(CCM/IP-IVR)
M
M
M M
M
CallManager Cluster 2
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