Cisco Unified Contact Center Enterprise Design Guide, Release 10.0(1)
Deployments
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Deployments

Contents

Deployments

Unified CCE Base Model

Cisco Unified Contact Center Enterprise (Unified CCE) is a solution that delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP network to contact center agents. Unified CCE adds software to create an IP automatic call distribution (ACD) onto a Cisco Unified Communications framework. This unified solution allows companies to rapidly deploy an advanced, distributed contact center infrastructure.

You can configure Unified CCE to sort customer contacts. Unified CCE monitors resource availability and delivers each contact to the most appropriate resource in the enterprise. The system profiles each customer contact using related data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer database lookup. Simultaneously, the system monitors the resources available in the contact center to meet customer needs, including agent skills and availability, interactive-voice-response (IVR) status, and queue lengths.

Unified CCE allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and email. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer chooses.

The Unified CCE base model includes a common set of features that apply across supported Unified CCE models.

Unified CCE Base Model Architecture

Figure 1. Unified CCE Base Model—Logical View. The following figure shows the logical view of the Unified CCE base model. Agents that are local to the data center are not shown.

Unified CCE Base Model Components

The Unified CCE base model includes multiple components. The data center hosts the main solution components: routing services, call control, voice response unit (VRU), and reporting.

Figure 2. Data Center Components—Logical View

Table 1 Unified CCE Base Model Components
Component Description
Unified CCE Call Router

Makes all routing decisions on how to route a call or customer contact. Often referred to as the Router in the context of Unified CCE components. The Router is a part of the Central Controller.

Unified CCE Logger

The database server that stores contact center configuration data and temporarily stores historical reporting data for distribution to the data servers. The Logger is a part of the Central Controller.

Administration & Data Server

Configuration interface and real-time and historical data storage (for example, for reporting).

Peripheral Gateway (PG)

The PG is an interface to various peripheral devices, specifically to Unified Communications Manager, VRU (Unified Customer Voice Portal or Unified IP IVR), or Multichannel products (Unified Web Interaction Manager and Unified E-Mail Interaction Manager) for email and chat.

Desktop Server

Colocated with Unified CCE PG. Desktop choices: Finesse; CTI OS; Cisco Agent Desktop.

Unified Intelligence Center

Provides web browser-based real-time and historical reporting. Unified Intelligence Center also works with other Cisco Unified Communications products.

Unified Communications Manager

Unified Communications Manager is the call-processing component of the Cisco Unified Communications System. It extends enterprise telephony features and capabilities to IP phones, media processing devices, VoIP gateways, mobile devices, and multimedia applications.

Cisco Voice Gateways

A voice gateway provides the connection between the PSTN and the Unified Communications Manager framework.

Table 2 Unified CCE Optional Components
Optional component Description
Cisco Unified Contact Center Management Portal (Unified CCMP)

Unified CCMP is a browser-based management application designed for contact center system administrators, business users, and supervisors. Unified CCMP is a dense multitenant provisioning platform that overlays the Unified CCE, Unified Communications Manager, and Unified CVP equipment.

Automatic Speech Recognition and Text-to-Speech (ASR/TTS)

ASR allows callers to speak words or phrases to choose menu options.

TTS converts plain text (UNICODE) into speech.

Multichannel (Unified WIM and EIM)

Cisco Unified E-Mail Interaction Manager (Unified EIM) allows organizations to intelligently route and process inbound emails, webform inquiries, faxes, and letters.

Cisco Unified Web Interaction Manager (Unified WIM) provides agents with a comprehensive set of tools for serving customers in real time. It allows call center agents to provide immediate personalized service to customers through text chat messaging and page-push abilities. Agents can also use Unified WIM to assist customers using web chat.

Figure 3. Data Center Components—Physical View



Unified CCE Base Model Design Requirements

Unified CCE is designed for contact centers that serve business-critical functions. This requirement means that the Unified CCE base model builds in high availability.

The Unified CCE base model design require the following:

  • Unified CCE deployments must be redundant
  • Unified Communications Manager subscriber nodes 1:1 redundancy
  • Unified CVP N + 1 redundancy, or 1:1 for geographic redundancy
  • Voice gateways N + 1 for geographic redundancy

The following information is not provided in the Unified CCE base model:

  • Data infrastructure for the LAN
  • Type of voice gateways
  • Number of voice gateways and trunks

See Cisco Campus Design Guides and Cisco Unified Communications Solution Reference Design (SRND) Guide

  • Number of Unified Communications Manager servers and number and type of OVA
  • Number of Unified CVP servers

See the Virtualization Wiki to determine the number and type of required OVAs.

Amount of digital signal processor (DSP) resources required to place calls on hold, complete consultative transfers, and conferences.

See Cisco Unified Communications Solution Reference Design (SRND) Guide to size these resources.


Note


Use 2-vCPU OVAs for Unified Communications Manager servers. Do not use 1-vCPU OVAs for Unified Communications Manager in an Unified CCE deployment.


Unified CCE Base Model Variations

Unified CCE has two base model variations. One variation connects the voice gateways to the line side of a PBX instead of the public switched telephone network (PSTN). Another variation connects to multiple PSTNs and a PBX from the same single site. For example, a deployment can have trunks from a local PSTN, a toll-free PSTN, and a traditional PBX/ACD.

These variations do not specify the following:

  • Type of signaling (for example, ISDN, multifrequency signaling, R1) to use between the PSTN and the voice gateway.
  • Signaling (SIP or MGCP) to use between the voice gateway and Unified Communications Manager.

Enterprise Unified CCE Peripheral

In Enterprise Unified CCE peripheral deployments, the Unified CCE software treats the VRU and Unified Communications Manager as separate peripherals. This means that you must route once for each peripheral. When a call touches the peripheral, Termination Call Detail records are created for each peripheral. When moving calls between peripherals, you must use translation routes.

You can deploy the Unified Communications Manager PG and VRU PG independently, or you can deploy the Unified Communications Manager and VRU in a Generic PG with separate PIMs for Unified Communications Manager and VRU.

These deployments provide a large degree of configuration flexibility. For example, this deployment uses either a Unified CVP or a Unified IP IVR attached to the VRU peripheral. You can load balance between multiple IVRs.

Unified CCE Administration and Data Server

Several Administration & Data Server deployments with different roles are available. The deployments have varying functionality and can handle varying amounts of reporting data.

Roles

The Administration & Data Servers are classified into the following roles based on the system configuration and the call load that it can handle:

Administration Server (Configuration and Real-Time Reporting)

This role is similar to the former Distributor AW model which provides the capability for configuration changes as well as real-time reporting. The real-time reporting is supported using Cisco Unified Intelligent Center (Reporting client). No historical reporting is supported.

Figure 4. Configuration and Real-Time Reporting

Administration Server (Configuration-Only AW)

In this Administration & Data Server deployment role, the HDS is not enabled and real-time reporting is turned OFF. This distributor deployment provides the capability for configuration changes only. No real-time and historical reporting is supported.

This deployment role allows Contact Center Hosted using CCMP to configure a specific Unified CCE Customer Instance through the ConAPI interface. The load is low enough on such a lightweight Administration & Data Server that a single server is sufficient if deployed using VMware.

Figure 5. Configuration-Only AW

Administration Server, Historical Data Server, and Detail Data Server (AW-HDS-DDS)
This Administration & Data Server deployment role is similar to the existing Distributor AW with HDS model which provides the capability for configuration changes as well as both real-time and historical reporting. The real-time and historical reporting is supported using Cisco Unified Intelligence Center (Unified Intelligence Center Reporting client). Call detail and call variable data are supported for custom reporting data extraction to feed historical data.

Note


Unified Intelligence Center is not part of the out-of-the-box solution.


Figure 6. Administration Server, Historical Data Server, and Detail Data Server (AW-HDS-DDS)

Administration Server And Historical Data Server (AW-HDS)
This Administration & Data Server deployment role provides the capability for configuration changes as well as both real-time and historical reporting. Real-time and historical reporting are supported using Cisco Unified Intelligence Center Reporting user.

Note


Cisco Unified Intelligence Center is not part of the out-of-the-box solution.


In addition, the following features are disabled and not supported:
  • Call Detail, Call Variable, and Agent State Trace data
  • Custom reporting data extraction
Figure 7. Administration Server And Historical Data Server (AW-HDS)

Historical Data Server and Detail Data Server (HDS-DDS)

The HDS-DDS deployment model is used specifically for data extraction and for custom reports for call detail (TCD and RCD) only.

In addition, the following features are disabled and not supported:
  • Real-time data reporting
  • Ability to make configuration changes

This deployment role is limited to one per Logger side.

Figure 8. Historical Data Server And Detail Data Server (HDS-DDS)

Agent Type Deployment Scenarios

Local Agent

A data center can contain all of the Unified CCE base model components. In the local agent deployment scenario, the agents, supervisors, and administrators are local to the data center.

Local Agent Architecture

The following figure shows the logical view of a local agent.

Figure 9. Local Agent—Logical View

The following figure shows the physical view of a local agent.

Figure 10. Local Agent—Physical View

Local Agent Components

The local agent deployment scenario includes the following components:

  • Unified CCE base model components
  • Unified Intelligence Center browser clients for local access to reporting
  • Administration tools: Unified CCE configuration tools, Internet Script Editor, or the local Administrative Workstation
  • Optional third-party recording server for VoIP capture of agent or customer calls
  • Agent phones for Silent Monitoring support:
    • Unified Communications Manager-based
    • CTI OS-based

Local Agent Benefits

The local agent deployment scenario provides the following benefits:

  • Does not require location-based call admission control
  • Simple codec setup

Local Agent Design Requirements

The following table describes the design requirements for a local agent.

Table 3 Local Agent Design Requirements
  Requirement Notes
Infrastructure

Location-based call admission control is not required

Local agents use LAN bandwidth, which is typically sufficient for all Unified CCE traffic.

Desktop

Finesse

CTI OS

Cisco Agent Desktop

Customer Relationship Management

 
Codec

Transcoding is not required.

If all agents are local to the data center (no required WAN connectivity), you do not need to use G.729 or any other compressed RTP stream.

Recording

Unified Communications Manager-based BIB

Cisco MediaSense provides recording using Cisco Unified Border Element media forking

MediaSense provides audio-only call recording.

Silent Monitoring

Unified Communications Manager-based BIB

CTI OS-based

 

The following table describes the media resources for a local agent.

Table 4 Local Agent Media Resources
Resource Method Notes

Music on Hold

Unicast

Unified Communications Manager

 

Conference bridges

IP phone with BIB

Hardware-based, located at voice gateways

 

Media Termination Points

Not supported

 

Transcoders

Hardware-based, located at voice gateways

Required for SIP trunks with alaw.

Remote Offices

Remote agent support provides Computer Telephony Integration (CTI), contact distribution, and reporting capabilities to remote agents in branch offices or at home, through either a broadband network connection or their home telephone line. Unified CCE provides identical user interfaces and feature functions to agents regardless of agent location.

The Unified Mobile Agent feature gives the contact center the flexibility to adapt to a fast-moving mobile workforce. Agents can choose their destination phone number during login time and change the number as often as they want. Agents can be on any phone device on any third-party switch infrastructure.

Unified CCE remote office features help companies to better use existing and on-demand resources and fully extend CTI functions across the extended enterprise.

There are several types of agent locations:

  • Office with agents only
  • Office with agents and voice gateway
  • Office with agents, gateways, and Unified Communications Manager
  • Home agent with broadband
  • Unified Mobile Agent

The following figure shows the agent remote office types.

Figure 11. Agent Remote Offices

Remote Office with Agents

A remote office with agents is located either at the central office or at a branch office.

Remote Office with Agents Architecture

The following figure shows the logical view of a remote office with agents.

Figure 12. Remote Office with Agents—Logical View

The following figure shows the physical view of a remote office with agents.

Figure 13. Remote Office with Agents—Physical View

Remote Office with Agents Components

A remote office with agents includes the following components:

  • Unified Intelligence Center browser clients for local access to reporting
  • Administration tools: Unified CCE configuration tools, Internet Script Editor, or the local Administrative Workstation
  • Optional third-party recording server for VoIP capture of agent or customer calls
  • Agent phones with BIB for Unified Communications Manager-based Silent Monitoring support
Remote Office with Agents Benefits

A remote office with agents provides the following benefits:

  • Requires only a small data switch and router, IP phones, and agent desktops at remote sites for a few agents.
  • Requires only limited system and network management skills at remote sites.
  • Small remote sites and offices do not require PSTN trunks, except for local POTS lines for emergency services (911) in the event of a WAN link loss.
  • PSTN trunks for incoming traffic connect to data centers for efficiency.
  • Unified CCE queue points (Unified CVP or Unified IP IVR) are aggregated for efficiency.
  • Does not use VoIP WAN bandwidth while calls queue. Calls extend over the WAN only when an agent is available for the caller.
Remote Office with Agents Design Requirements

The following table describes the design requirements for a remote office with agents.

Table 5 Remote Office with Agents Design Requirements
  Requirement Notes
Infrastructure

Location-based call admission control

Unified Communications Manager location-based call admission control failure results in a disconnected routed call. You must provision adequate bandwidth to the remote sites and design a Quality of Service WAN.

Bandwidth

You must plan bandwidth capacity for the following traffic:

  • RTP (caller to agent)
  • Unified Communications Manager signaling to IP phones
  • Client desktop to PG (CTI data)
  • ISE client to ISE server
  • Administration Client
  • Unified Intelligence Center client to Unified Intelligence Center server
  • Silent Monitoring RTP
  • Recording RTP (if there is no recording server in the remote office)
  • Music on Hold traffic for calls that are on hold when you use Unified Communications Manager Unicast Music on Hold
Note   

Adequate bandwidth and QoS provisioning are critical for client desktop to PG links.

Customer contact numbers

Customers might need to dial a long-distance number rather than a local PSTN number to reach the central office. You can offer customers a toll-free number, but the contact center incurs toll-free charges.

Desktop

Finesse

CTI OS desktop

Cisco Agent Desktop

Customer Relationship Management

 

Codec

G.729a

 

Recording

BIB

Cisco MediaSense provides audio-only call recording.

Audio forking requires Unified Border Element.

Silent Monitoring

Unified Communications Manager-based BIB

 

The following table describes the media resources for a remote office with agents.

Table 6 Remote Office with Agents Media Resources
Resource Method Notes

Music on Hold

Unicast using Unified Communications Manager

 

Conference bridges

Hardware-based, located at voice gateways

Conference bridges use local Unified Survivable Remote Site Telephony (SRST).

Media Termination Points

Hardware-based, located at voice gateways

For Unified Mobile Agents, MTPs are required only at the data center.

Transcoders

Hardware-based, located at voice gateways

Transcoders use local Unified SRST.

Remote Office with Agents and Voice Gateway

The remote office with agents and voice gateway model is appropriate for a company with many small sites that each require local PSTN trunks for incoming calls. This model provides local PSTN connectivity for local calling and access to local emergency services.

Remote Office with Agents and Voice Gateway Architecture

The following figure shows the logical view of a remote office with agents and voice gateway.

Figure 14. Remote Office with Agents and Voice Gateway—Logical View

The following figure shows the physical view of a remote office with agents and voice gateway.

Figure 15. Remote Office with Agents and Voice Gateway—Physical View

Remote Office with Agents and Voice Gateway Components

A remote office with agents and voice gateway includes the following components:

  • Integrated Services Router (ISR) voice gateway for ingress voice customer calls under Unified CVP control with local PSTN. Unified SRST backup requires trunks.
  • Unified Intelligence Center browser clients for local access to reporting.
  • Administration tools: Unified CCMP browser clients, Internet Script Editor, or the local Administrative Workstation.
  • Optional third-party recording server for VoIP capture of agent or customer calls.
  • Agent phones with BIB for Unified Communications Manager-based Silent Monitoring support.
Remote Office with Agents and Voice Gateway Benefits

A remote office with agents and voice gateway provides the following benefits:

  • Requires only limited systems management skills for remote sites because most servers, equipment, and system configurations are managed from a centralized location.
  • Does not require WAN RTP traffic for calls that arrive at the remote site and are handled by agents at the remote site.
  • Unified CVP uses the VoiceXML browser in Cisco IOS on the voice gateway to provide call treatment and queueing at the remote site. This call treatment and queueing eliminates the need to move the call over the VoIP WAN to a central queue and treatment point.
Remote Office with Agents and Voice Gateway Design Requirements

The following table describes the design requirements for a remote office with agents and voice gateway.

Table 7 Remote Office with Agents and Voice Gateway Design Requirements
  Requirement Notes
Infrastructure

Location-based call admission control

Unified Communications Manager location-based call admission control failure results in a disconnected routed call. You must provision adequate bandwidth to the remote sites and design a QoS WAN.

  Bandwidth

You must plan bandwidth capacity for the following traffic:

  • RTP for calls transferred to other remote offices, or if calls are not restricted to the remote office where the calls arrive.
  • Unified Communications Manager signaling to IP phones
  • Client desktop to PG (CTI data)
  • Unified Intelligence Center client to Unified Intelligence Center server
  • Silent Monitoring RTP
  • Recording RTP (if a recording server is not located in the remote office)
  • VXML gateway (VXML documents and VXML file retrieval)
  • Music on Hold for calls that are on hold when you use Unified Communications Manager Unicast Music on Hold
  • ISE client to server
  • Administration client to the Administration Server and Real-Time Data Server
Desktop

Finesse

CTI OS desktop

Cisco Agent Desktop

Customer Relationship Management

 
Codec

G.729a

 
Recording

BIB

MediaSense provides audio-only call recording.

Audio forking requires Unified Border Element.

Silent Monitoring

Unified Communications Manager-based BIB

 

The following table describes the media resources for a remote office with agents and voice gateway.

Table 8 Remote Office with Agents and Voice Gateway Media Resources
Resources Method Notes
Music on Hold Unicast using Unified Communications Manager  
Conference bridges Hardware-based, located at voice gateways Conference bridges use local Unified SRST.
Media Termination Points Hardware-based, located at voice gateways For Unified Mobile Agents, MTPs are required only at the data center.
Transcoders Hardware-based, located at voice gateways Transcoders use local Unified SRST.

Home Agent with Broadband

For connectivity requirements, see Unified Communications Manager bandwidth and latency in the Cisco Unified Communications SRND.

VPN router capabilities must include QoS for desktops. Applications such as Unified Intelligence Center, desktop, and additional call flows such as recording, require bandwidth calculation.

Unified Mobile Agent

There are two types of remote agents:

  • Home agent with broadband
  • Unified Mobile Agent

Unified Mobile Agent supports call center agents using phones that Unified CCE does not directly control. A mobile agent can be physically located either outside or inside the contact center.

  • Outside the contact center: The agent uses an analog phone in the home or a cell phone.
  • Within the contact center: The agent uses an IP phone connection that Unified CCE or Unified Communications Manager does not control.

In addition, a mobile agent can be available through different phone numbers at different times; the agent enters the phone number at login time. The agent can access Unified Mobile Agent using any phone number, as long as the agent can dial the number using the Unified Communications Manager dial plan.

System administrators configure the Unified Mobile Agent to use a nailed (permanent) or call-by-call connection. 10.0.

Related Concepts
Unified Mobile Agent Architecture

The following figure shows the logical view of Unified Mobile Agent.

Figure 16. Unified Mobile Agent—Logical View

The following figure shows the physical view of Unified Mobile Agent.

Figure 17. Unified Mobile Agent—Physical View

Unified Mobile Agent Components

The Unified Mobile Agent deployment scenario includes the following components:

  • Cisco Virtual Office 871 cable/DSL router for secure VPN data connectivity to the data centers (no voice)
  • Agent uses local phone with traditional local phone service to accept inbound calls
  • Agent CTI desktops connect to Cisco Virtual Office 871 cable/DSL router
  • Administration tools: Unified configuration tools, Internet Script Editor, or the local Administrative Workstation
Unified Mobile Agent Benefits

The Unified Mobile Agent deployment scenario provides the following benefits:

  • Unified Mobile Agent can send calls to any PSTN or cell phone—and thereby extend the reach of a centralized IP contact center.
  • Contact centers can hire skilled employees where they live and integrate remote workers into geographically dispersed teams with access to equivalent corporate applications.
  • Contact centers can reduce startup costs by bringing temporary agents online during seasonal high call volume. Agents can choose their destination phone number during sign-up time and change the number as often as they want, giving the contact center the flexibility to adapt to a fast-moving mobile workforce.
  • Contact center agents with central-site-equivalent access to applications and services in geographically dispersed locations (such as home offices) creates a built-in backup plan to keep business processes functioning in unforeseen circumstances.
Unified Mobile Agent Design Requirements

The following table describes the design requirements for Unified Mobile Agent.

Table 9 Unified Mobile Agent Design Requirements
  Requirement Notes

Configuration

Dial plan

If you want mobile agents to use a dedicated gateway, configure the dial plan so that all calls from the CTI ports go through a specific gateway at the data center regardless of which phone number is called.

Define the local CTI port Directory number (DN), which is the routing label when the agent is selected.

To keep the mobile agent logged in, set the values for both the Maximum Call Duration timer and Maximum Call Hold timer to 0.

To configure these timers, use the Unified Communications Manager Administration web page for service parameters using Unified Communications Service.

The Cisco Unified Mobile Agent connect tone provides an audible indication when a call is delivered to the nailed connection mobile agent. The connection tone is two beeps, which the nailed connection mobile agent hears when answering a call.

This feature is turned off by default. Use the PG registry key PlayMAConnectTone to enable the Cisco Unified Mobile Agent connect tone.

SIP trunk (CUBE)

CUBE dynamically changes the media port during the call. If you use the Mobile Agent feature, the SIP trunk that connects to the agent endpoint requires MTP resources.

Codec

G.711 or G.729

Ingress and egress voice gateways can be G.711 or G.729 but not a mix of both.

All CTI ports for a PG must advertise the same codec type. All mobile agents should use the same codec, but local agents on the supervisor's team can use a mix of codecs.

Infrastructure

DNS

You must have a DNS entry for the mobile agent desktop. If you do not have a DNS entry for the mobile agent desktop, the agent cannot connect to a CTI server.

Firewall

In a deployment with a firewall, if an agent in a nailed connection mode is idle longer than the firewall idle timeout value, the firewall can block the media stream when the firewall idle timeout expires. To prevent the firewall from blocking the media stream, increase the firewall idle timeout value.

Bandwidth

Minimum supported bandwidth speed:

  • 256 kbps upload
  • 1.0 Mbps download

Use bandwidth calculators to ensure that you provide sufficient bandwidth.

QoS is enabled only at the remote agent router edge. Currently, service providers do not provide QoS.

 

Latency

The mobile agent round-trip delay to the Unified CCE data center must not exceed 150 ms.

The mobile agent jitter delay must not exceed 60 ms.

Voice gateways

Use egress gateways for mobile agents.

Call control

Use RONA when a mobile agent is logged in and ready, but is unavailable to pick up a call.

Only blind transfer and conference are supported if a mobile agent on one PG calls a mobile agent on another PG, and both PGs are connected to the same Unified Communications Manager cluster.

 

Phones

Disable agent phone call features such as call waiting, call forwarding, and voicemail.

Agent workstation

Set up the mobile agent workstation to use DHCP.

Security

Enable security features on the remote agent router.

Desktop

Finesse

CTI OS desktop

Cisco Agent Desktop

Finesse does not support Switched Port Analyzer (SPAN) port silent monitoring.

Recording

SPAN port

Recording server in the data center. MediaSense is not supported.

Silent Monitoring

SPAN port

For CTI OS desktop, use CTI OS silent monitor server in the data center. For CAD, use CAD SPAN port monitoring.

The following table describes Unified Mobile Agent media resources.

Table 10 Unified Mobile Agent Media Resources
Resource Method Notes
Music on Hold

Unified Communications Manager unicast

If the Music on Hold server is not set up to stream using a G.729 codec, then you must set up a transcoder to enable outside callers to receive Music on Hold.

Conference bridges

Voice gateways in the data center

Agent greeting requires a conference bridge.

Media Termination Points

Voice gateways in the data center

Assign two MTPs for each Unified Mobile Agent:

  • MTP for remote CTI port
  • MTP for local CTI port

CTI ports do not support in-band Dual-Tone Multifrequency (DTMF) RFC 2833. The MTPs perform the conversion.

Do not place MTPs at the egress gateway.

If you use SIP trunks, you must configure Media Termination Points (MTPs).

Enabling the use of an MTP on a trunk affects all calls that traverse that trunk, even non contact center calls. Ensure that the number of available MTPs can support the number of calls traversing the trunk.

Transcoders

Voice gateways in the data center

All mobile agents must have the same codec: G.711 or G.729.

Centralized Data Center

A centralized data center can contain all of the Unified CCE base model components. In a centralized data center, the agents, supervisors, and administrators are local to the data center. A centralized data center can also include multiple agent locations.

In addition to local agents, a centralized data center includes the following agent locations:

  • Unified Mobile Agent
  • Remote office with PSTN and VXML gateways (distributed voice gateways)
  • Remote office with only agents and phones
  • Remote office with at home agents using a VPN
  • Remote office with agents and gateways and Unified Communications Manager
Figure 18. Centralized Data Center

Geographically Redundant Data Centers

Globalization, security, and disaster recovery considerations are driving business to diversify locations across multiple regions. In addition, organizations want to distribute workloads between computers, share network resources effectively, and increase the availability of critical applications. Geographically redundant data centers split critical applications across two data centers. Enterprises deploy geographically redundant data centers to minimize planned or unplanned downtime and share data across regions.

Geographically redundant data centers have a minimum of two load balancers, one in each data center. You can use two load balancers for each data center for local redundancy.

Geographically Redundant Data Centers with Clustering over WAN

The following figure shows geographically redundant data centers with clustering over the WAN.

Figure 19. Geographically Redundant Data Centers with Clustering over WAN

Geographically redundant data centers provide clustering over the WAN, distributed Unified Communications Manager clusters, and 1:1 redundancy for Unified CVP, SIP proxy, voice gateways, and Cisco Unified Intelligence Center for example.

Latency requirements across the high-availability (HA) WAN must meet the current Cisco Unified Communications requirements for clustering over the WAN. Unified Communications Manager Release 6.1 or later allows a maximum latency of 40 ms one way (80-ms round-trip).

If you use a single fault tolerant network that carries all your traffic, for example, Multiprotocol Label Switching (MPLS) or SONET, keep the public and private traffic on separate routes within the network and respect standard latency and bandwidth.

If you use Unified IP IVR in geographically redundant data centers, see the Parent/Child appendix .

Geographically Redundant Data Centers with Distributed Unified Communications Manager Clusters

If you have a remote office with agents, gateways, and Unified Communications Manager clusters, the Unified Communications clusters at the data centers are typically independent. In this distributed call processing model, each data center has its own Unified Communications cluster, with its own agents and PG pairs.

The following figure shows three Unified Communications Manager clusters. The remote office has a WAN connection back to the data centers. Each Unified Communications Manager cluster is independent, with its own agents and PG pairs. Each data center uses subscribers that are local to the data center because JTAPI is not supported over the WAN. For example, data center A cannot use the subscribers in data center B. The Unified CCE central controller, Unified Intelligence Center, load balancer, SIP proxy server, and Unified CVP are located in the data centers. TDM and VXML voice gateways are located at the remote office with local PSTN trunks.

Figure 20. Geographically Redundant Data Centers with Distributed Unified Communications Manager Clusters