This figure shows a parent Unified ICM system
deployed with Unified CVP and its own AW/HDS server. At each distributed site,
there is a complete Unified CCE deployment that loads both the Central
Controller and the UCCE System PG on the system server. There is also a
local Administration & Data Server machine for the Unified CCE to perform
that site's configuration, scripting, and reporting tasks. The Unified CCE
Gateway PG connects the Unified CCE child to the Unified ICM parent.
Unified CCE also supports CVP which enables you to use Unified IP IVR
and CVP interchangeably. But, information on queued calls at the child CVP is
not available at the parent through the Unified CCE Gateway PG. That
information is available when the child uses IP IVR. Because that information
is not available, the parent cannot use minimum expected delay (MED) over
services in its queueing when the child uses CVP.
In this deployment, the distributed Unified CCE systems act as their own
local IP ACDs. The child sites have no visibility to any of the other sites.
Users at Child 1 cannot see any of the calls or reports from Child 2. CVP
provides a virtual network queue across all the distributed sites controlled by
the parent. The parent site has visibility into all the distributed sites and
sends the call to the next available agent from the virtual queue.
The Unified CVP at the parent site controls the calls coming into the
distributed sites. The parent site's CVP provides call queuing and treatment in
the VoiceXML Browser in the voice gateway. If the voice gateway at a child site
loses its connection to the parent CVP, the child site uses its IP IVR for a
local backup. The local IP IVR also provides local queue treatment when the
local agents do not answer calls. For example, the local IP IVR can handle a
Reroute On No Answer (RONA) call, rather than sending the call to the CVP to be
requeued. But, the child sites cannot queue such calls to another child site.
Unified ICM cannot see the state on calls queued to the child and cannot report on them. Any Service or Skill Group statistics field that relates to calls queued on the ACD is not valid.
While using Unified CVP at the child to queue, SkillGroupRealTime.CallsQueuedNow is never populated in this deployment. However, it is still be possible to see this status if IP-IVR is used under System PG. Also, the Gateway PG cannot use any function that depends on queue statistics to operate properly. For example, MED is not accurate since it does not consider queue time on the CVP peripheral.
Figure 3. Parent Unified CVP Controls Multiple Child Unified CCE Sites