Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
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IPT: Clustering Over the WAN
Distributed Voice Gateways with Distributed Call Treatment and Queuing
Using Unified CVP
In this model, the voice gateways are VoiceXML gateways distributed to agent locations. Unified CVP
is centrally located and used for treatment and queuing on the remote gateways. Figure 2-10 illustrates
this model.
Figure 2-10 Distributed Voice Gateways with Distributed Call Treatment and Queuing Using
Unified CVP
Site 1 Site 2
PG 2A
PG 2B
1 2 3
M M M
PG 1A
CTIOS 1A
ICM
A
ICC
ICM Public
ICM Private
Advantages
No or minimal voice RTP traffic across WAN links if ingress calls and gateways are provisioned to
support primarily their local agents. Transfers and conferences to other sites would traverse the
WAN.
Calls are treated and queued at the agent site, eliminating the need for queuing across a WAN
connection.
Local calls incoming and outgoing, including 911, can share the local VoiceXML gateway.
There is less load on Cisco Unified CallManager because Unified CVP is the primary routing point.
This allows higher scalability per cluster compared to Unified IP IVR implementations. See Sizing
Unified CCE Components and Servers, page 9-1, for more information.
ICM
B
CVP 1 CVP 2
CTIOS 1B
4 5
Gatekeeper 1 Gatekeeper 2
PSTN
V
Highly
Available
WAN
WAN
Remote Agent Site
IP
PG 1B
Cisco Unified Contact Center Enterprise 7.x SRND
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M
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