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
gateways is lost to the parent Unified CVP Call Control server. The local Unified IP IVR also provides
local queue treatment for calls that are not answered by the local agents (RONA), rather than sending
the call back to the Unified CVP to be re-queued.
The child System Unified CCE deployments can also transfer calls across the system between the sites
using Unified ICM post-routing by the Unified CCE Gateway PG. The Unified CCE Gateway PG allows
the child System Unified CCE to ask the Unified ICM to transfer a call to the best agent at another site
or to queue it centrally for the next available agent.
Unlike traditional Unified CCE models with distributed Cisco Unified CallManager Peripheral
Gateways, the parent/child model provides for complete local redundancy at the contact center site. The
local System Unified CCE will take over call processing for inbound calls from the Unified CVP
gateways and provide local call queueing and treatment in the local Unified IP IVR. This is an excellent
design for call center sites that require complete redundancy or 100% up-time and that cannot be down
because of a WAN failure.
This design is a good approach for customers who have Unified ICM already installed with their TDM
ACD platforms and who want either to add new sites with Unified CCE or to convert an existing site to
Unified CCE. It allows the Unified ICM to continue performing enterprise-wide routing and reporting
across all of the sites while inserting new Unified CCE technology on a site-by-site basis.
Advantages
Unified CVP provides a virtual network queue across all the distributed sites controlled by the
parent Unified ICM. The parent Unified ICM has visibility into all the distributed sites and will send
the call to the next available agent from the virtual queue.
Each distributed site can scale up to the maximum number of supported agents on a single System
Unified CCE deployment. Multiple System Unified CCs can be connected to a single Cisco Unified
CallManager cluster to scale up to the maximum number of supported agents per cluster. The System
Unified CCs are connected to the parent Unified ICM using the Unified CCE Gateway PG on the
parent Unified ICM, which can scale up to the maximum number of supported agents per parent
Unified ICM Enterprise system.
All or most VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN
shown in Figure 2-5 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 CVP session
availability and to route calls 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 parent Unified ICM Central Controller provides centralized management for configuration of
routing for all calls within the enterprise.
The parent Unified ICM Central Controller provides the capability to create a single enterprise-wide
queue.
The parent Unified ICM Central Controller provides consolidated reporting for all sites.
Disadvantages
Server count — The number of servers that are required to manage the parent/child model is usually
higher due to the increased number of software components (additional Gateway PGs, additional
Central Controller for each child, and so forth).
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