briefly describes the deployment models that you can use with Unified IP IVR.
following are brief descriptions of key items for a Unified IP IVR deployment:
Voice Gateway: Connects
the Unified Communications network to the Public Switched Telephone Network
(PSTN) and to other private telephone systems. You must purchase gateways
separately. Both inbound and outbound calls to the PSTN travel through the
CM: Provides the features that are required to implement IP phones, manages
gateways, and directs Voice over IP traffic to the Unified CCX system. You must
purchase Unified CM separately.
Unified IP IVR: Contains
the Unified CCX Engine that runs Unified IP IVR.
optional, dedicated servers for a Unified IP IVR deployment:
MRCP TTS: A dedicated,
vendor-specific server that converts text into speech and plays it back to the
MRCP ASR: A dedicated,
vendor-specific server that performs real-time ASR.
following Unified IP IVR deployment models show Unified IP IVR deployed apart
from Unified CCE.
following figure shows Unified IP IVR installed on a separate server. The
following are brief descriptions of key items in the figure:
Gateway. Connects the
enterprise Unified Communications network to the Public Switched Telephone
Network (PSTN) and to other private telephone systems such as Public Branch
Exchange (PBX). You purchase gateways separately. Both voice and web
correspondence travel through the gateway.
Unified CM Server.
Provides the features that are required to implement IP phones, manage
gateways, provides failover and redundancy service for the telephony system,
and directs voice over IP traffic to the Cisco Unified Contact Center Express
system. You must purchase Unified CM separately.
Unified IP IVR
and CM have to be installed on separate servers.
Cisco Unified CCX Server.
Contains the Unified CCX Engine that runs Unified IP IVR.
Figure 1. Unified IP IVR
Architecture Without Unified CCE
below shows how you can deploy Unified IP IVR apart from Unified CCE. This
figure expands the focus to a Unified CM cluster and depicts the possibility of
having a single Unified CCX server with optional ASR and TTS servers.
Figure 2. Standalone
Deployment Model for Unified IP IVR
Cisco Unified Contact Center Enterprise Deployment
The following figure shows how one or more Unified IP IVR
servers fit into an Unified CCE system.
Figure 3. A Unified Deployment Model within Unified CCE
The following figure shows a Unified CCE deployment model, but
focuses on the Unified CM, Unified IP IVR, and Unified CCE servers. In a
Unified CCE system, there is the Unified CM server or servers, the Unified CCX
server or servers, optional Unified CCX subsystem servers such as MRCP ASR or
MRCP TTS servers, and the Unified CCE servers.
The optional MRCP ASR and TTS software cannot be on the same server
as the Unified CCX engine and is 3rd party software, not Cisco software.
Unified IP IVR supports high availability failover between
two Unified CCX servers but not between a cluster of servers. You can also
deploy multiple Unified CCX servers (with Unified IP IVR) and let Unified CCE
manage the load balancing and failover between them. If one of the IVRs fails,
the Unified CCE system will detect the failure, stop sending calls to the
failed system, and instead send those calls to other Unified IP IVRs.
Figure 4. A Unified CCE Deployment Model for Unified IP IVR
Services From Partners
Ordering from a Cisco-authorized online partner provides
convenience for those customers that know which products best fit their needs
and require immediate delivery. If your needs require onsite design,
installation and ongoing support, a local reseller in your area could provide
those value-added services. There are multiple places to order Cisco products
online. Customers with Direct Purchasing agreements can order direct from
Cisco. There are also numerous channel partners that transact e-commerce on
their website for Cisco products. A full list of global Cisco Partners can be
Cisco's Partner Locator website. Customers at small and
medium sized business who want the convenience of online ordering can use
Cisco's Online Partners.
Depending on individual operational, maintenance, and network
level requirements, each installation has unique support requirements
throughout the network life cycle of planning, designing, implementing,
operating, and optimizing a network.