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 2-6 Multi-Site Deployment with Distributed Call Processing and Distributed Voice Gateways with Unified CVP
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CallManager Cluster 1
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As with the previous models, many options are possible. The number and type of Unified ICM Servers,
Cisco Unified CallManager servers, and Unified CVP 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
Unified CVP Servers can be located either centrally or remotely. Call treatment and queuing will
still be distributed, executing on the local gateway, regardless of Unified CVP server location.
Unified CVP is shown centrally located in Figure 2-6.
Each independent site can scale to support up to 2,000 concurrent 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 with up to
6,000 concurrent agents across the entire system.
All or most VoIP traffic can be contained within the LAN of each site, if desired. The QoS WAN
would be required for voice calls to be transferred across sites. Use of a PSTN transfer service (for
example, Takeback N Transfer) 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 and route them 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.
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PG/CTI
PG/CTI
The Unified ICM Central Controller provides centralized management for configuration of routing
for all calls within the enterprise.
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CallManager Cluster 2
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