Cisco Unified Contact Center Enterprise Solution Reference ...

Traditional ACD Integration
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Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
between sites will be required. Determination of where calls should be routed, and if and when they
should be transferred between sites, will depend upon the enterprise business environment, objectives,
and cost components.
Additionally, customers may choose to front-end all calls with the Unified CVP to provide initial call
treatment and queuing across both the TDM ACD and Unified CCE agents. (See Figure 2-15.)
Figure 2-15 Integrating Unified CVP with a Traditional ACD and a Unified CCE Site
V
IP voice
TDM voice
CTI/Call
control data
CVP Call
Controller CVP PG
PSTN CVP PG
ACD
IP IVR
M
CallManager
IP
PG/CTI
server
PG/CTI
server
ICM Central
Controller
IP phones and IPCC agent desktops
In this design, all calls come to the Unified CVP-controlled voice gateway first, and they are then
controlled by Unified ICM immediately. The Unified ICM uses the PG connections to the TDM ACD
and Unified CCE PG to monitor for available agents. Calls are queued in the Unified CVP until an agent
becomes available in either environment. When a call needs to be transferred to the TDM ACD, it will
hairpin in the voice gateway, meaning that it comes into the gateway on a T1 interface from the PSTN
carrier network and goes out on a second physical T1 interface to appear as a trunk on the TDM ACD.
Most TDM ACDs are unable to accept inbound calls in IP from the voice gateway and require this
physical T1 interface/connection. Unified CCE agents will receive their calls directly over the IP voice
network.
This design could also be deployed using the parent/child model, as illustrated in Figure 2-16.
IP
IP
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