Cisco Unified Contact Center Enterprise Solution Reference ...

IPT: Multi-Site with Distributed Call Processing
Transfers
2-20
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
Transfers within a site function just like a single-site transfer. Transfers between Cisco Unified
CallManager clusters use either the VoIP WAN or a PSTN service.
If the VoIP WAN is used, sufficient intercluster trunks must be configured. An alternative to using the
VoIP WAN for routing calls between sites is to use a PSTN transfer service. These services allow the
Unified CCE voice gateways to outpulse DTMF tones to instruct the PSTN to reroute (transfer) the call
to another voice gateway location. Another alternative is to have the Cisco Unified CallManager cluster
at Site 1 make an outbound call back to the PSTN. The PSTN would then route the call to Site 2, but the
call would use two voice gateway ports at Site 1 for the remainder of the call.
Unified CCE: Unified CCE System PG
Unified CCE: Unified CCE PG
This model, as designed with multiple remote locations, is not supported under the System Unified CCE
deployment model. However, in Unified CCE 7.0, the Unified CCE System PG was introduced as a
single peripheral that joins the Cisco Unified CallManager and Unified IP IVR peripherals of former
versions to simplify installation, configuration, and routing. In this model, the PGs at the remote sites
can be installed as Unified CCE System PGs to combine the Unified IP IVR and Cisco Unified
CallManager peripherals under a single logical PG instance and peripheral.
This model does not, however, allow the use of the Web Configuration tools. The core of the system
would still be the traditional Unified CCE model that requires manual configuration using the
ConfigManager application on the Unified ICM Admin Workstation. This is a unique design wherein
the two deployment models can share a common component (the Unified CCE System PG) while not
actually using the System Unified CCE deployment model itself. This model is perhaps more typical of
outsourcers that would set up a call center specifically for a single client and deploy it as a Unified CCE
System PG to allow their client company to connect their Unified ICM Enterprise system to the
outsourcer Unified CCE System PG with the Unified CCE Gateway PG, as they would any outsourced
ACD.
This model, as designed with multiple remote locations, is more suited for the traditional Unified CCE
design with multiple distributed peripheral gateways. The system could be deployed with the Generic
PG or both Cisco Unified CallManager and Unified IP IVR PGs at the sites; however, the new Unified
CCE System PG that combines both of these peripherals into a single peripheral for routing and reporting
under the traditional model might be easier for new deployments of this solution. Existing customers
upgrading to Unified CCE 7.0 may stay on their existing Generic PG or multi-PG model.
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