deployment refers to any scenario where all Voice Gateways, agents, desktops,
phones, and call processing servers (Unified CM, Unified ICM, Unified CCE, and
Unified IP IVR or Cisco Unified Customer Voice Portal (Unified CVP)) are
located at the same site and have no WAN connectivity between any Unified CCE
Figure 8. Single-Site
This figure shows a
Unified IP IVR, a Unified CM cluster, redundant Unified CCE servers, two
Administration & Data Servers, and a direct connection to the PSTN from the
The Unified CCE
server in this scenario is running the following major software processes:
- Call Router
- Logger and Database Server
- Unified CCE System PG with
Unified CM Peripheral Interface Manager (PIM) and Unified IP IVR PIM
- CTI Server
- CTI Object Server (CTI OS)
- Optionally, Cisco Agent
Desktop (CAD) servers can be co-located on the Unified CCE servers as well.
Central Controller and Unified CCE System PG can be split onto separate
servers. For information about when to install the Central Controller and PG on
separate servers, see
Sizing Unified CCE
Components and Servers.
CCE must be deployed in a redundant fashion. Simplex deployments are supported
only for lab or non-production deployments. For information about Unified CCE
Design Considerations for
The number of
Unified CM nodes and the hardware model used is not specified along with the
number of Unified IP IVRs. For information about determining the number and
type of servers required, see
Sizing Unified CCE
Components and Servers.
Also not specified
in this model is the specific data switching infrastructure required for the
LAN, the type of Voice Gateways, or the number of Voice Gateways and trunks.
Cisco campus design guides and Cisco Unified Communications design guides are
available to assist in the design of these components.
Sizing Contact Center
Resources discusses how to determine the number of gateway ports.
Another variation of
this model is to have the Voice Gateways connected to the line side of a PBX
instead of the PSTN. Connection to multiple PSTNs and a PBX all from the same
single-site deployment is also possible. For example, a deployment can have
trunks from a local PSTN, a toll-free PSTN, and a traditional PBX/ACD. For more
model also does not specify the type of signaling (ISDN, MF, R1, and so on) to
be used between the PSTN and Voice Gateway, or the specific signaling (H.323,
SIP or MGCP) to be used between the Voice Gateway and Unified CM.
The amount of
digital signal processor (DSP) resources required for placing calls on hold,
consultative transfers, and conferencing is also not specified in this model.
For information about sizing of these resources, see the latest version of the
Unified Communications System
Solution Reference Network Design (SRND) at
The main advantage
of the single-site deployment model is that there is no WAN connectivity
required. Given that there is no WAN in this deployment model, there is
generally no need to use g.729 or any other compressed Real-Time Transport
Protocol (RTP) stream (so transcoding is not required).
Unified CCE: Transfers
In this deployment model (as well as in the multisite centralized call processing model), both the transferring agent and target agent are on the same peripheral. This also implies that both the routing client and the peripheral target are the same peripheral. The transferring agent generates a transfer to a particular dialed number configured as a CTI Route Point in Unified CM (for example, looking for any specialist in the specialist skill group).
The Agent peripheral (either the Unified CCE System peripheral or the Enterprise Unified CCE peripheral) generates a route request to the Call Router. The Call Router matches the dialed number to a call type and activates the appropriate routing script. The routing script looks for an available specialist.
If a target agent (specialist) is available to receive the transferred call, the Call Router returns the appropriate label based on the Agent Target Rules (Dynamic) or a DeviceTarget Label (Static) to the requesting routing client (the Agent peripheral). In this scenario, the label is typically just the extension of the phone where the target agent is currently logged in. On receiving the route response (label), the Unified CM PIM initiates the transfer by sending a JTAPI transfer request to Unified CM.
At the same time that the label is returned to the routing client, pre-call data (which includes any call data that has been collected for this call) is delivered to the peripheral target. In this scenario, the routing client and peripheral target are the same Agent peripheral. This is because the transferring agent and the target agent are both associated with the same peripheral. In some of the more complex scenarios to be discussed in later sections, the routing client and peripheral target are not the same.
If a target agent is not available to receive the transferred call, the Call Routing script is typically configured to transfer the call to an IVR so that queue treatment can be provided. In this scenario, the logic in the Unified CCE System PG differs from the logic in the Unified CCE PG if the IP-IVR variant is used.
In both cases, the label is a dialed number that instructs Unified CM to transfer the call to an IVR. The translation-route or correlationID is not needed when using the Unified CCE System peripheral but is needed when deploying Unified CVP.