Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
Alternative: Parent/Child
OL-8669-05
IPT: Multi-Site with Distributed Call Processing
An alternative to this deployment model is the parent/child deployment model with a child Unified CCE
at each of the distributed sites. This model has the advantage of being more tolerant of WAN outages,
and each site is completely survivable. Figure 2-5 shows this same model deployed using the
parent/child model.
Figure 2-5 Multi-Site Deployment with Distributed Call Processing and Parent/Child
System IPCC
Central Controller/
Agent Controller
M
AW/HDS
Admin
Controller
M
M M
CallManager
Cluster 1
ICM Enterprise Parent
Central Controller
M
IPCC Gateway
PG
PG
V
Agent
IP
IVR
CVP Call
Controller CVP PG
CVP PG
VoIP WAN
PSTN
Signaling/CTI
IP Voice
TDM Voice
IVR
AW/HDS
IPCC Gateway
PG
Agent
AW/HDS
Admin
Controller
In this design, there is a parent Unified ICM Enterprise system deployed with the Unified CVP and its
own Admin Workstation/HDS server. At each distributed site, there is a complete System Unified CCE
deployment using the small/medium model that loads both Central Controller and Agent Controller on
the system server. There is also a local Admin Server (Admin Workstation) for the System Unified CCE
to perform configuration, scripting, and reporting tasks for that specific site. There is a Unified CCE
Gateway PG that connects the System Unified CCE to the Unified ICM parent, and it is part of the
Peripheral Gateways deployed on the parent Unified ICM.
In this design, the local System Unified CCE deployments act as their own local IP ACDs with no
visibility to any of the other sites in the system. Users at Site 1 cannot see any of the calls or reports from
Site 2 in this model. Only the Unified ICM Enterprise parent system has visibility to all activity at all
sites connected to the Unified ICM Enterprise system.
The Unified CVP at the Unified ICM parent site is used to control the calls coming into the distributed
sites, providing local call queueing and treatment in the VoiceXML Browser in the voice gateway. The
local Unified IP IVR servers are used only for a local backup if the connection from these voice
PG
V
IP
System IPCC
Central Controller/
Agent Controller
CallManager
Cluster 2
Cisco Unified Contact Center Enterprise 7.x SRND
M
M
M M
M
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