Unified CM supports Resource-Reservation Protocol
(RSVP) between endpoints within a cluster. RSVP is a protocol used for Call
Admission Control (CAC) and is used by the routers in the network to reserve
bandwidth for calls. The bandwidth being controlled is only for the voice
streams, call signalling traffic is not part of CAC.
Before RSVP, each Unified CM cluster maintained its
own calculation of how many active calls were traversing between locations in
order to calculate bandwidth usage. If more than one Unified CM cluster
shared the same link, bandwidth would have to be carved out and dedicated for
each cluster, and this led to inefficient use of available bandwidth. RSVP also
enables customers to deploy complex network topology while Location-based CAC
is limited to a hub-and-spoke type of topology.
RSVP solves this problem by tracing the path between two
RSVP Agents that reside on the same LAN as the IP Phones. A software MTP or
transcoder resource that runs on Cisco IOS routers can be RSVP Agents. The RSVP
Agents are controlled by Unified CM and are inserted into the media
stream between the two IP phones when a call is made. The RSVP Agent of the
originating IP Phone will traverse the network to the destination IP Phone's
RSVP Agent, and reserve bandwidth. Since the network routers (and not
Unified CM) are keeping track of bandwidth usage, multiple phone calls can
traverse the same RSVP controlled link even if the calls are controlled by
multiple Unified CMs.
For more information, see the RSVP chapter in
Cisco Unified Communications Solution Reference Network Design
Unified CCX selects a call center agent independent of
the mechanism, using either RSVP or Location-based CAC; that is, Unified
CCX routes a call to an available agent even though the agent phone might not
be able to receive the call due to lack of bandwidth. Thus, proper sizing of
bandwidth between sites is very important.
For any call transfer, there are moments when two calls are
active. If any of the active calls traverses between sites, then CAC is used.
Even when the original call is placed on hold during a transfer, that call
still takes up the same amount of bandwidth just like an active call.
In the two examples illustrated below, the voice gateway and
agents are at a remote site, while the Unified CCX server is at a data
center site. A call from PSTN reaches the voice gateway at the remote site and
connects to Unified CCX at the data center. This takes one call bandwidth
over the WAN link, which is represented by the caller stream. Once an agent is
available and selected at the remote site, Unified CCX transfers the call
to the agent.
Figure 3. Call from PSTN to Unified CCX Server to Agent
During the transfer, before the agent picks up the call,
there is another call setup between Unified CCX and the agent phone. It
takes up another call bandwidth over the WAN, and is represented by the agent
stream in the example above. Once the agent picks up the call, the voice
traffic is between the voice gateway and the agent phone, which are both at the
remote site. At that time, no bandwidth is reserved over the WAN, as
illustrated in the example below. This example shows how call bandwidth is
reserved in a contact center call that is eventually routed to an agent.
Depending on where the voice gateway, the agents, and the Unified CCX
server are located, proper WAN bandwidth should be provisioned.
Figure 4. After Agent Picks Up Call