Cisco Unified Contact Center Enterprise Solution Reference ...

Contents
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Unified CCE: Distributed Unified ICM Option with Distributed Call Processing Model 2-26
IPT: Clustering Over the WAN 2-27
Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified IP IVR 2-29
Centralized Voice Gateways with Centralized Call Treatment and Queuing Using Unified CVP 2-30
Distributed Voice Gateways with Distributed Call Treatment and Queuing Using Unified CVP 2-31
Site-to-Site Unified ICM Private Communications Options 2-32
Unified ICM Central Controller Private and Cisco Unified CallManager PG Private Across Dual
Links 2-32
Unified ICM Central Controller Private and Cisco Unified CallManager PG Private Across Single
Link 2-33
Clustering Over the WAN with Unified CCE System PG 2-33
Failure Analysis of Unified CCE Clustering Over the WAN 2-34
Entire Central Site Loss 2-34
Private Connection Between Site 1 and Site 2 2-34
Connectivity to Central Site from Unified MA Site 2-35
Highly Available WAN Failure 2-35
Remote Agent Over Broadband 2-35
Remote Agent with Unified IP Phones Deployed via the Business Ready Teleworker Solution 2-38
Traditional ACD Integration 2-39
Traditional IVR Integration 2-42
Using PBX Transfer 2-42
Using PSTN Transfer 2-44
Using IVR Double Trunking 2-45
Using Cisco Unified CallManager Transfer and IVR Double Trunking 2-46
CHAPTER 3 Design Considerations for High Availability 3-1
Designing for High Availability 3-1
Data Network Design Considerations 3-5
Cisco Unified CallManager and CTI Manager Design Considerations 3-7
Configuring Unified ICM for CTI Manager Redundancy 3-10
Unified IP IVR (CRS) Design Considerations 3-11
Unified IP IVR (CRS) High Availability Using Cisco Unified CallManager 3-13
Unified IP IVR (CRS) High Availability Using Unified ICM 3-13
Cisco Unified Customer Voice Portal (Unified CVP) Design Considerations 3-14
Multi-Channel Design Considerations (Cisco Email Manager Option and Cisco Collaboration Server
Option) 3-16
Cisco Email Manager Option 3-17
Cisco Collaboration Server Option 3-19
Cisco Unified Outbound Dialer (Unified OUTD) Design Considerations 3-20
Cisco Unified Contact Center Enterprise 7.x SRND
OL-8669-05