Installation Guide

Multiple Unified ICME (parents) with Single Unified CCE (child)
The following figure shows a deployment where two customers (Customer 1 and Customer 2)
each running their own Unified ICME parent, outsource calls to a provider site running Unified
CCE with System PGs. The provider site has a Unified CCE installation with two IPCC System
PGs that connect to their respective IPCC Enterprise Gateway PG for each ICM Enterprise
parent. The two IPCC Gateway PGs enforce a security in that the information of one customer
is not seen by the other and vice versa. The deployment also shows that each customer provides
call treatment (prompting) and queuing using Cisco Unified Customer Voice Portal (Unified
CVP), shown for each customer, before routing calls to the Provider site. The provider site also
has the ability to queue calls using Unified IP IVR that is shown connected to the IPCC System
PG.
The agents must be broken up into two peripherals (and a separate Unified IP IVR is required
if there is local queuing). The provider does realize some economies over having two separate
Unified CCE setups for each Unified ICME parent, in that the Unified CCE Router and Logger
and Admin Workstation (AW)/WebView/HDS can be shared between them.
Figure 3: Multiple ICM Parents with Single IPCC Enterprise child
Note: Call types on the Unified CCE child must not span peripherals. That is, a separate set of
Call Types is required for each peripheral on the child. This is to keep the correlation between
the Call Type on the child to a single peripheral on the parent. Failure to do this will result in
the Unified ICME parent (Services) seeing only a subset of the calls corresponding to the Call
Type on the child. See Chapter 4: Understanding Reporting in an IPCC Gateway Deployment
(page 51) for more details.
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 1: About IPCC Gateway
About IPCC Gateway Deployments