Cisco Unified Contact Center Enterprise Solution Reference ...

Chapter 2 Deployment Models
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Traditional ACD Integration
Figure 2-16 Parent/Child Model for Integrating a Traditional ACD with a Unified CCE Site
System IPCC
Central Controller/
Agent Controller
M
AW/HDS
Admin
Controller
M
M M
CallManager Cluster
ICM Enterprise Parent
Central Controller
M
IVR
V
Agent
IP
PG
CVP Call
Controller CVP PG
IPCC Gateway
PG
CVP PG
VoIP WAN
PSTN
Signaling/CTI
IP Voice
TDM Voice
AW/HDS
In this model, the Unified ICM Enterprise parent has PGs connected to a System Unified CCE at one site
with a complete installation, and a second site with a TDM ACD that is using a Unified ICM TDM ACD
PG. In this model, the Unified ICM still provides virtual enterprise-wide routing, call treatment, and
queuing with the distributed Unified CVP voice gateways at the sites. The Unified ICM also has full
visibility to all the sites for agents and calls in progress. The difference in this model is that the System
Unified CCE provides local survivability. If it loses connection to the Unified ICM parent, the calls will
still be treated locally just as they would be at the TDM ACD site.
In either mode, customers can use these deployments to migrate from existing TDM ACDs to Unified
CCE, or work with them together as a single virtual contact center across both IP and TDM.
Cisco Unified Contact Center Enterprise 7.x SRND
V
ICM TDM
ACD PG
PG
Agent
ACD
IP
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