Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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Chapter 2 Deployment Models<br />
IVR: Treatment and Queuing<br />
Transfers<br />
OL-8669-05<br />
IPT: Multi-Site with Distributed Call Processing<br />
The <strong>Unified</strong> ICM Central Controller provides the capability to create a single enterprise-wide queue.<br />
The <strong>Unified</strong> ICM Central Controller provides consolidated reporting for all sites.<br />
Best Practices<br />
The <strong>Cisco</strong> <strong>Unified</strong> CallManager PG and <strong>Cisco</strong> <strong>Unified</strong> CallManager cluster must be co-located. The<br />
<strong>Unified</strong> CVP PG and <strong>Unified</strong> CVP servers must be co-located.<br />
The communication link from the <strong>Unified</strong> ICM Central Controller to PG must be properly sized and<br />
provisioned for bandwidth and QoS. <strong>Cisco</strong> provides a partner tool called the VRU Peripheral<br />
Gateway to <strong>Unified</strong> ICM Central Controller Bandwidth Calculator to assist in calculating the VRU<br />
PG-to-<strong>Unified</strong> ICM bandwidth requirement. This tool is available online at<br />
http://www.cisco.com/partner/WWChannels/technologies/resources/<strong>Unified</strong><br />
CC_resources.html<br />
If the communication link between the PG and the <strong>Unified</strong> ICM Central Controller is lost, then all<br />
contact center routing for calls at that site is lost. Therefore, it is important that a fault-tolerant WAN<br />
is implemented. Even when a fault-tolerant WAN is implemented, it is important to identify<br />
contingency plans for call treatment and routing when communication is lost between the <strong>Unified</strong><br />
ICM Central Controller and PG.<br />
Latency between <strong>Unified</strong> ICM Central Controllers and remote PGs cannot exceed 200 ms one way<br />
(400 ms round-trip)<br />
<strong>Unified</strong> CVP queues and treats calls on the remote gateways, eliminating the need to terminate the voice<br />
bearer traffic at the central site. <strong>Unified</strong> CVP servers may be located at the central site or distributed to<br />
remote sites. WAN bandwidth must still be provisioned for transfers and conferences that involve agents<br />
at other locations.<br />
Unlike <strong>Unified</strong> IP IVR, with <strong>Unified</strong> CVP the call legs are torn down and reconnected, avoiding<br />
signaling hairpins. With <strong>Unified</strong> IP IVR, two separate call signaling control paths will remain intact<br />
between the two clusters (producing logical hairpinning and reducing the number of intercluster trunks<br />
by two).<br />
Transfers within a site function just like a single-site transfer. Transfers between <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager clusters use either the VoIP WAN or a PSTN service.<br />
If the VoIP WAN is used, sufficient intercluster trunks must be configured. An alternative to using the<br />
VoIP WAN for routing calls between sites is to use a PSTN transfer service. These services allow the<br />
<strong>Unified</strong> CCE voice gateways to outpulse DTMF tones to instruct the PSTN to reroute (transfer) the call<br />
to another voice gateway location. Another alternative is to have the <strong>Cisco</strong> <strong>Unified</strong> CallManager cluster<br />
at Site 1 make an outbound call back to the PSTN. The PSTN would then route the call to Site 2, but the<br />
call would use two voice gateway ports at Site 1 for the remainder of the call.<br />
<strong>Unified</strong> CCE: <strong>Unified</strong> CCE System PG<br />
The <strong>Unified</strong> CCE System PG is not a good fit for this model because it does not support <strong>Unified</strong> CVP<br />
for queuing, and the IVR PIMs on the <strong>Unified</strong> CCE System PG would go unused.<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
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