Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
Traditional ACD Integration
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Traditional ACD Integration
For enterprises that want to integrate traditional ACDs with their Unified CCE deployment, several
options exist. For enterprises that want to load-balance calls between a traditional ACD site and a
Unified CCE site, a pre-routing Network Interface Controller (NIC) could be added. (See Figure 2-14.)
This requires that the Unified ICM have a NIC that supports the PSTN service provider. In this scenario,
the PSTN will query the Unified ICM Central Controller (via the NIC) to determine which site is best,
and the Unified ICM response back to the PSTN will instruct the PSTN where (which site) to deliver the
call. Any call data provided by the PSTN to the Unified ICM will be passed to the agent desktop
(traditional ACD or Unified CCE).
In order to transfer calls between the two sites (ACD site and Unified CCE site), a PSTN transfer service
could be used. Use of a PSTN transfer service avoids any double trunking of calls at either site. An
alternative to using a PSTN transfer service is to deploy TDM voice circuits between the traditional ACD
and Unified CCE voice gateways. In that environment, any transfer of a call back to the original site will
result in double trunking between the two sites. Each additional transfer between sites will result in an
additional TDM voice circuit being utilized.
Figure 2-14 Integrating a Traditional ACD with a Unified CCE Site
PSTN
V
IP voice
TDM voice
CTI/Call
control data
ACD
IP IVR
NIC
M
CallManager
IP
PG/CTI
server
PG/CTI
server
ICM Central
Controller
IP phones and IPCC agent desktops
An alternative to pre-routing calls from the PSTN is to have the PSTN deliver calls to just one site or to
split the calls across the two sites according to some set of static rules provisioned in the PSTN. When
the call arrives at either site, either the traditional ACD or the Cisco Unified CallManager will generate
a route request to the Unified ICM to determine which site is best for this call. If the call needs to be
delivered to an agent at the opposite site from where the call was originally routed, then TDM circuits
IP
IP
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