The following
figures illustrate basic supported configurations for RSM in a multisite
deployment.
Figure 12. Multisite
Deployment with a Single Unified Communications Manager Cluster and Single VRU
In this scenario,
the Unified Communications Manager and Unified CCE environment are co-located
in Atlanta. The Austin location contains the entire end-user population. The
VRU is a VXML Gateway/Voice Gateway in Atlanta, controlled by a Unified CVP
Server, which is also in Atlanta.
The supervisor in
Austin has two ways of dialing in to the RSM system:
- Through the PSTN — In this
case, the supervisor dials an E.164 number and the call is hairpinned through
the Voice Gateway. The Unified CVP RSM call flow application handles the call
as normal from that point.
- As a VoIP extension — In
this case, Unified Communications Manager has a trunk configuration set up to
the VRU. The call remains VoIP all the way through. The Unified CVP RSM call
flow application handles the call .
In this scenario,
all RSM traffic is confined to the Atlanta site except the following:
The following
figure depicts a multisite deployment with a single Unified Communications
Manager cluster and multiple VRUs.
Figure 13. Multisite
Deployment with a Single Unified Communications Manager Cluster and Multiple
VRUs
This scenario is
similar to the previous scenario, with the addition of PSTN access at the
Austin site. This scenario also adds personnel to the Atlanta site.
With the addition
of a PSTN egress point in Austin, a call from a supervisor at the Austin
location to the RSM system can be backhauled across the WAN (if VoIP
end-to-end) or sent across the PSTN if the Atlanta DID associated with the RSM
application was dialed.
In this example,
Unified CVP is used, as well as the Unified CVP Server. However, there are
two VXML Gateways, one at each site. The environment is configured so that a
supervisor dialing RSM from Austin is routed to the RSM call flow application
on the Austin VXML Gateway, while a supervisor dialing in from Atlanta is
routed to the Atlanta VXML Gateway.
Because the
Atlanta site houses the Unified Communications Manager and Unified CCE
environment, all RSM-related JTAPI and CTI or CTI OS traffic is still confined
there. However, the addition of a VXML Gateway at Austin leads to HTTP-based
traffic streamed between the sites over the WAN. This traffic consists of
relatively small requests from the gateway to the RSM server for services, and
the RSM server responses. The responses themselves can be sizeable, especially
when it is the data for a monitored conversation.
When an agent in
Austin is monitored, the RTP data for that conversation is sent over the WAN
back to the RSM server as well.
The following
figure depicts a multisite deployment with multiple Unified Communications
Manager clusters and a single VRU.
Figure 14. Multisite
Deployment with Multiple Unified Communications Manager Clusters and a Single
VRU
This scenario
includes a Unified Communications Manager cluster at both the Atlanta and
Austin sites and a single Unified IP IVR VRU in Atlanta. Cluster 1 handles the phone
devices at the Atlanta site, while Cluster 2 handles the ones at the Austin
site. The RSM server links to the CTI or CTI OS servers of both clusters to
track all agents in the enterprise.
As Unified IP IVR is in
use, a supervisor call to the RSM call flow is routed to, and media-terminated
on, this Unified IP IVR system over either the PSTN or IP WAN. No VXML Gateway is
involved in this configuration, and all RSM-related HTTP interaction is
confined to the Atlanta site, between the RSM and Unified IP IVR systems.
Because a Unified
Communications Manager cluster exists at the Austin site, several classes of
data that RSM uses to track environment state and initiate agent monitoring
requests (CTI or CTI OS and JTAPI traffic) are sent over the IP WAN.
The following
figure depicts a multisite deployment with multiple Unified Communications
Manager clusters and multiple VRUs.
Figure 15. Multisite
Deployment with Multiple Unified Communications Manager Clusters and Multiple
VRUs
In this scenario,
a Unified Communications Manager cluster and a Unified CVP VXML Gateway/Voice
Gateway exist at each site. This deployment model is a combination of the
previous models, and has the following characteristics:
- The Unified CVP Server
controls the VXML Gateway at each site.
- Because there are agent
phones at both sites, RTP data can be streamed either within the LAN at Atlanta
(if the requested agent to monitor is in Atlanta) or across the WAN (if the
requested agent is in Austin).
- As with the previous
multisite, multicluster deployment, the RSM tracks the state of the entire
enterprise. A supervisor can dial in from either site (or from anywhere in the
world through PSTN) and listen to an agent in Atlanta or Austin.