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 />
Connectivity to Central Site from <strong>Unified</strong> MA Site<br />
Highly Available WAN Failure<br />
OL-8669-05<br />
Remote Agent Over Broadband<br />
If connectivity to one of the central sites is lost from a <strong>Unified</strong> MA site, all phones and agent desktops<br />
will immediately switch to the second central site and begin processing calls. Failover typically takes<br />
between 1 and 60 seconds.<br />
By definition, a highly available (HA) WAN should not fail under normal circumstances. If the HA WAN<br />
is dual-path and fully redundant, as it should be, a failure of this type would be highly unusual. This<br />
section discusses what happens in this unlikely scenario.<br />
If the HA WAN is lost for any reason, the <strong>Cisco</strong> <strong>Unified</strong> CallManager cluster becomes split. The primary<br />
result from this occurrence is that <strong>Unified</strong> ICM loses contact with half of the agent phones. <strong>Unified</strong> ICM<br />
is in communication with only half of the cluster and cannot communicate with or see any phones<br />
registered on the other half. This causes <strong>Unified</strong> ICM to immediately log out all agents with phones that<br />
are no longer visible. These agents cannot log back in until the highly available WAN is restored or their<br />
phones are forced to switch cluster sides.<br />
Remote Agent Over Broadband<br />
An organization might want to deploy <strong>Unified</strong> CCE to support remote agents (for example, at-home<br />
agents) using a <strong>Cisco</strong> <strong>Unified</strong> IP Phone over a broadband internet connection. This section outlines the<br />
remote agent solution that can be deployed using a desktop broadband asymmetric digital subscriber line<br />
(ADSL) or Cable connection as the remote network. While this remote agent solution is still possible,<br />
<strong>Cisco</strong> recommends using the <strong>Cisco</strong> <strong>Unified</strong> Mobile Agent solution (available with <strong>Unified</strong> CCE 7.1) for<br />
remote agents.<br />
The <strong>Cisco</strong> Voice and Video Enabled IPSec VPN (V3PN) ADSL or Cable connection uses a <strong>Cisco</strong> 830<br />
Series router as an edge router to the broadband network. The <strong>Cisco</strong> 830 Series router provides the<br />
remote agent with V3PN, Encryption, Network Address Translation (NAT), Firewall, <strong>Cisco</strong> IOS<br />
Intrusion Detection System (IDS), and QoS on the broadband network link to the <strong>Unified</strong> CCE campus.<br />
<strong>Unified</strong> MA V3PN aggregation on the campus is provided via LAN to LAN VPN routers.<br />
Advantages<br />
A remote-agent deployment results in money saved for a contact center enterprise, thereby<br />
increasing return on investment (ROI).<br />
Remote agents can be deployed with standard <strong>Unified</strong> CCE agent desktop applications such as <strong>Cisco</strong><br />
CTI OS, <strong>Cisco</strong> Agent Desktop, or customer relationship management (CRM) desktops.<br />
This model works with ADSL or Cable broadband networks.<br />
The Broadband Agent Desktop Always-on connection is a secure extension of the corporate LAN<br />
in the home office.<br />
Remote agents have access to the same <strong>Unified</strong> CCE applications and most <strong>Unified</strong> CCE features in<br />
their home office as when they are working at the <strong>Unified</strong> CCE contact center, and they can access<br />
those features in exactly the same way<br />
This model provides high-quality voice using IP phones, with simultaneous data to the agent desktop<br />
via existing broadband service.<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
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