Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
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IPT: Clustering Over the WAN
Centralized Voice Gateways with Centralized Call Treatment and Queuing
Using Unified IP IVR
In this model, the voice gateways are located in the central sites. Unified IP IVR is centrally located and
used for treatment and queuing on each side. Figure 2-8 illustrates this model.
Figure 2-8 Centralized Voice Gateways with Centralized Call Treatment and Queuing Using
Unified IP IVR
Site 1 Site 2
PG 2A
PG 2B
PSTN
V
IVR 1
1 2 3
M M M
PG 1A
CTIOS 1A
ICM
A
ICC
ICM Public
ICM Private
Highly
Available
WAN
WAN
Advantages
Component location and administration are centralized.
Calls are treated and queued locally, eliminating the need for queuing across a WAN connection.
Best Practices
WAN connections to agent sites must be provisioned with bandwidth for voice as well as control and
CTI. See Bandwidth Requirements for Unified CCE Clustering Over the WAN, page 11-17, for more
information.
Local voice gateway might be needed at remote sites for local out-calling and 911. For more
information, refer to the Cisco Unified Communications Solution Reference Network Design
(SRND) guide, available at
http://www.cisco.com/go/srnd
Central site outages would include loss of half of the ingress gateways, assuming a balanced
deployment. Gateways and IVRs must be scaled to handle the full load in both sites if one site fails.
IP
Remote Agent Site
ICM
B
PG 1B
IVR 2
CTIOS 1B
4 5
Cisco Unified Contact Center Enterprise 7.x SRND
M
M
PSTN
V
126025
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