This chapter provides an example of how to deploy a Cisco Contact Center
Gateway. The procedures create a working example of a Parent/Child system that
uses Unified IP IVR. This example introduces you to the concepts and tasks that
are involved in a successful deployment.
The procedures show how to set up and configure one side of the
redundant components. Set up and configure the other side on your own.
The example is based on the illustrated deployment.
This example does not use BELOCVP1. The example includes BELOCVP1 to
show how you can connect another Child system to the example deployment.
Figure 1. Example Deployment
The Parent site consists of these components:
Central Controller (BELOCC)
Redundant Generic Peripheral
Gateways, PG2A (BELO-1A) and PG2B (BELO-1B), which interface with the parent
Unified Communications Manager (BELO-CCM1)
Manager (BELO-CCM1), which routes calls to these extensions: DNs 2301-2304
IP IVR (BELO-IVR1)
Redundant Unified CCE
Gateway Peripheral Gateways, PG5A (BELO-3A) and PG5B (BELO-3B), which interface
with the child redundant System PGs (PG1A and PG1B)
The Child site consists of these components:
Redundant Unified CCE System
Peripheral Gateways, PG1A (BELO-5A) and PG1B (BELO-5B), which interface between
the parent redundant Unified CCE Gateway PGs (BELO-3A and BELO-3B) and the
Unified Communications Manager (BELO-CCM2)
Manager (BELO-CCM2), which routes calls to the local extensions (DNs 2301-2304)
and to the IP IVR (BELO-IVR2)
IP IVR (BELO-IVR2)
A Central Controller and an
Administration & Data Server (BELO-5C)
Installed and configured
the Unified Communications Manager.
deployment can use another ACD controller instead of the Unified Communications
Configured the extensions
(DNs) from 2301 to 2304.
Configured the local route
points in this table:
available skill group
Deploy the Child
To deploy the
example child system, you perform the following tasks:
Run the Web Setup Tool to
set up the child Administration & Data Server on BELO-5C.
Run the Web Setup Tool and
ICMDBA to set up the child Central Controller (CC) on BELO-5C.
On the Administration &
Data Server, run the Configuration Manager to add the System PGs. This task
assigns the Logical Controller IDs (LCID) and the Peripheral IDs (PID) that are
required during setup.
Run the PG Setup Tool on
BELO-5A and BELO-5B to setup PG1A and PG1B, respectively.
Install and configure
JTAPI, the CTI Server, and a desktop application on the System PGs.
Use the Configuration
Manager tools to configure the Agents, Skill Groups, Skill Group Members,
Dialed Numbers, and Call Types.
Use the Script Editor to
manage Call Types, and to create and schedule routing scripts.
To set up the Administration & Data Server, run the Web Setup Tool
for the Administration & Data Server on BELO-5C.
Web Setup Tool on the computer designated as the
child Central Controller (BELO-5C).
Instance Management, then click
Add Instance dialog appears.
BELO (the Facility), then
bh03 (the Instance to add).
Administration & Data Server, then click
Add Administration & Data Server dialog
Set the deployment model.
bh03 (the Instance) from the drop-down
Enterprise as the deployment type.
Small to Medium for the deployment size.
Set the role for the Administration & Data Server.
Administration Server and
Set the Administration & Data Server connectivity.
Primary Administration & Data Server.
BELO-5C as the
Secondary Administration & Data
You use the same Administration & Data Server as the
primary for the secondary since there is only one.
BELO-5C-Site1 for the site name.
Set the database and options by accepting the default settings,
Set the Central Controller connectivity.
BELO-5C into each name field.
Ensure that the Central Controller Domain is set to
Side A Preferred.
The Summary window appears.
Verify that all settings are correct, then click
The system configures the Administration & Data Server.
Administration & Data Server window appears
and displays the Administration & Data Server information.
Set Up Child
To set up the child
Central Controller, you first run the Web Setup Tool for the CallRouter and
then run the ICMDBA to create the Logger database. You perform both tasks on
the Central Controller virtual machine (BELO-5C).