Multisite applications can be structured in a variety of ways. In general, however, most applications fit one of two models: distributed or centralized. When each switch in a network interflow calls to other switches and receive interflows, this is called a distributed system. A centralized system, by contrast, is one in which all calls are initially delivered to a single call center, the hub, and distributed from this site to queues at remote switches. A centralized system requires greater inter-switch trunking, since a greater percentage of calls must be redirected. However, if your organization has a significant investment in VRU and CTI technology at the hub, the configuration is appropriate.

Which architecture you choose for an application has direct implications for your choice of user adjustments and polling patterns.