ICM Product Training Part 2

ICM Deployment Models

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-1
 Deployment
p y Models

Some ICM Deployments:

• Single Site Routers and Loggers
• Single
g Site Roggers
gg
• Single Site Proggers
• Multi-Site
• Multi-Site Geographically Distributed

Note: Reference the Pre-Installation Planning

Guides for other deployment configurations

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-2
 Single
g Site Deployment
p y (Routers,
( , Loggers)
gg )

Central Controller with Routers and Loggers

Private

Central Controller is not

Geographically Distributed ACD/IVR
PG SideA
ACD/IVR
PG SideB

Public / Visible

Router Router

Carrier
Logger Logger
ACD IVR
Admin SAN Network
Workstation/
HDS Private
Central Controller Side A Central Controller Side B

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-3
 Single
g Site Deployment
p y (Roggers)
( gg )

Central Controller with Roggers (Router and

Logger on same physical machine)
Private

Central Controller is not

Geographically Distributed ACD/IVR
PG SideA
ACD/IVR
PG SideB

Public / Visible

Rogger
Carrier Rogger

ACD IVR
Admin SAN Network
Workstation/
HDS Private
Central Controller Side A Central Controller Side B

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-4
 Single
g Site Deployment
p y (Proggers)
( gg )

Central Controller with Proggers (Router,

(Router
Logger and Peripheral Gateway on same
physical machine)
Central Controller is not
Geographically Distributed
Public / Visible

Progger
Carrier Progger

ACD IVR
Admin SAN Network
Workstation/
HDS Private
Central Controller Side A Central Controller Side B

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-5
 Multi Site Deployment
p y

Private Private

Carrier PG1A PG1B PG2A PG2B Carrier

ACD ACD

Public (visible) Public (visible)

Public (visible) Public (visible)

Logger Router Router Logger

Carrier

SAN Network
Admin Workstation Admin Workstation

Private Private
C t l Controller
Central C t ll Side
Sid A C t lC
Central Controller
t ll Side
Sid B

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-6
 Multi Site Deployment
p y Geographically
g p y Distributed

Private Private

Carrier PG1A PG1B PG2A PG2B Carrier

ACD ACD

Public (visible) Public (visible)

Public (visible) Public (visible)

Logger Router Carrier Router Logger

Admin Workstation SAN Network Admin Workstation

Private Private

Central Controller Side A Central Controller Side B

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-7
 ICM Networks

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-8
 ICM Networks ((Geographically
g p y Distributed))
IXC
NIC Signaling Network NIC
Signaling Access Signaling Access
Network A Network B

IP Router IP Router

Private WAN Link

RouterA RouterB
Side A Side B
Private Private
Central Controller LAN LAN Central Controller
Side A Side B
Side A Side B
Visible Visible
LAN LAN

LoggerA LoggerB

IP Router Visible WAN Link IP Router

Visible WAN Links

Visible WAN Links To Other Sites
To Other Sites

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-9
 ICM Networks ((Collocated Central Controller))

IXC
NIC Signaling Network NIC
Signaling Access Signaling Access
Network A Network B

Private Network Bridge

RouterA RouterB
Side A Side B
Private Private
Central Controller LAN LAN Central Controller
Side A Side B
Side A Side B
Visible Visible
LAN LAN

LoggerA LoggerB

IP Router Visible Network Bridge IP Router

Visible WAN Links

Visible WAN Links To Other Sites
To Other Sites

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-10
 ICM Networks ((Call Center Site))

PG1A
Call Center Call Center
Visible LAN Private LAN

Visible WAN Links

To Central Sites PG1B

IP Router
ACD

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-11
 ICM QoS

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-12
 Cisco ICM QoS ((Quality
y of Service))

Quality of Service is a set of capabilities that

enables you to define a level of performance in
a data communications network
network.

• Allows you to create differentiated services for

network traffic, thereby providing better service
for selected network traffic.
• Eliminates the need of having dedicated leased
lines for connection with ICM components.

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-13
 Cisco ICM QoS ((Quality
y of Service))

The followingg tasks must be considered when

planning to implement a QoS compliant
network in an ICM environment

• Where to mark traffic

• Determine QoS markings
• Projected bandwidth requirements
• Configuring
g g QoS on IP routers
• Installing Microsoft Packet Scheduler (optional)
• Installing
g and configuring
g g 802.1p
p ip-capable
p p
network components (optional)
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-14
 Cisco ICM QoS ((Quality
y of Service))

Public Network Traffic Marking

g (default)
( ) and
Latency Requirements
Latency DSCP / 802.1p
Priority IP Address and Port
Requirement Marking
High Public high IP and 200 ms AF31 /3
high priority
connection port
Medium Public high IP and 1,000 ms AF31 /3
medium priority
connection
ti portt
Low Public non-high IP 5 seconds AF31 /3
and low priority
connection port

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-15
 Cisco ICM QoS ((Quality
y of Service))

Private Network Traffic Marking

g (default)
( )
and Latency Requirements
Latency DSCP / 802.1p
Priority IP Address and Port
Requirement Marking
High Public high IP and 100 ms (50ms AF31 /3
high priority preferred)
connection port
Medium Public high IP and 1,000 ms AF11 /1
medium priority
connection
ti portt
Low Public non-high IP 1,000 ms AF11 /1
and low priority
connection port

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-16
 Cisco ICM QoS ((Quality
y of Service))

Cisco p
provides the following
g QoS bandwidth
calculators and sizing worksheets to help
Cisco System Engineers, ICM Deployment
Groups and Cisco Partners project traffic
volume as well as bandwidth requirements

• ACD/CallManager PG to CC Bandwidth Calculator

• VRU PG to CC Bandwidth Calculator
• Router Private Link Sizing Worksheet
• PG Private Link Sizing Worksheet

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-17
 Cisco ICM QoS ((Quality
y of Service))

• Resource Calculators
can be found at the
Cisco Systems
website

© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-18
 Cisco ICM QoS ((Quality
y of Service))

The following are Cisco documents that

contain
t i additional
dditi l information
i f ti on QoS:
Q S
• Cisco IP Contact Center Enterprise Edition Release 7.0
Solution Reference Network Design (SRND)
• Cisco AVVID Network Infrastructure Overview
• Cisco AVVID Network Infrastructure Enterprise Quality of
Service Design
• Cisco AVVID Solution: IP Telephony QoS Classification
• Planning for Quality of Service
• Quality of Service Networking
• Cisco IP Telephony QoS Design Guide
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-19
© 2005 Cisco Systems, Inc. All rights reserved. Course acronym vx.x—#-20